Delivery & Refund Policy
1. Delivery Policy
1.1 Delivery Areas
We deliver within the United Arab Emirates (or specify the countries/regions you serve).
1.2 Processing Time
Orders are typically processed within 1–2 business days (excluding weekends and public holidays).
You will receive an order confirmation email once your order is accepted and processing begins.
1.3 Shipping Methods & Carriers
We use trusted logistics partners (e.g., DHL, Aramex, local couriers) to deliver your order.
You will be provided with a tracking number when the shipment is dispatched.
Estimated delivery time is 2–7 business days, depending on your location and shipping method.
1.4 Shipping Charges
Standard delivery charges apply, as shown in the checkout.
For certain promotions, free shipping may be offered for orders exceeding a minimum amount (if applicable).
Any customs, duties, or import taxes (if applicable for cross-border orders) are the customer’s responsibility.
1.5 Delayed or Lost Shipments
If your order is delayed beyond the estimated window, contact us at help@lopez.ae.
We will track your package with the courier and update you.
In case of confirmed loss by the courier, we will either resend the order or provide a full refund.
2. Return, Refund & Exchange Policy
2.1 Refund / Exchange Period
You may request a refund, return, or exchange within 30 days of receiving your order. (You may choose a different period, e.g. 14 days)
After this period, we cannot offer refunds or exchanges except for defective items.
2.2 Eligibility Conditions
To be eligible for a return or refund:
The item must be unused, in its original condition, with all tags and labels intact.
It must be in its original packaging (including any accessories, manuals, or freebies).
You must provide the order number or proof of purchase.
Products not eligible for return/refund include (you can modify this list):
Perishable goods (e.g., food, consumables)
Beauty/hygiene items once opened
Custom or personalized items
Gift cards
Final sale / discounted clearance items
2.3 Return Shipping & Costs
For returns due to our error (wrong item, defective product), we will cover return shipping costs.
For other returns (change of mind, etc.), the customer is responsible for return shipping fees.
Please retain proof of postage until your return is confirmed as received.
2.4 Return Procedure
Contact us via email/WhatsApp specifying your order number and reason for return.
We will provide you with a return authorization and instructions (return address or courier details).
Pack the item securely, include all original components, and ship it back.
Once we receive the returned item and inspect it, we will notify you of acceptance or rejection.
2.5 Refunds
If approved, refunds will be processed to your original method of payment (credit card, bank transfer, etc.).
Please allow 5–10 business days (or your bank’s processing time) for the refund to appear in your account.
In some cases, we may offer store credit or exchange instead of a refund.
2.6 Partial Refunds
If the returned item is not in its original condition (used, missing parts, damaged), we may offer a partial refund or reject the return.
Any non-shippable or non-returnable parts (e.g. free gifts, packaging materials) are not refunded.
2.7 Exchanges
If you wish to exchange for a different size, color, or product, notify us and we will guide you through the process.
Exchanges are subject to availability.
You may need to cover additional shipping costs if the exchanged item is of higher value.
2.8 Damaged or Defective Items
If you receive a damaged, defective, or incorrect item, contact us immediately (within 7 days preferred).
Provide photos and descriptions of the defect.
We will replace the item or refund you (including original shipping cost).
3. Additional Terms & Conditions
We reserve the right to refuse returns that do not meet the above criteria.
We may update or modify this Delivery & Refund Policy at any time, effective upon posting to the Website.
This policy is part of your agreement with Lopez.ae when placing an order.
4. Contact Information
If you have any questions or need help with returns/refunds, please contact us:
Lopez
📍 Musaffah Musaffah 014: Department of Municipalities and Transport Building – Abu Dhabi City Municipality
📞 052-1112424
✉️ help@lopez.ae
🌐 www.lopez.ae