Frequently Asked Questions
Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us at hello@lemonlaine.com. We’re always here to help!
Last updated: May 2024
1. General questions
What is your return policy?
We ask that purchases be returned within 30 days in an unused, sellable condition. For used products, store credit will be issued if returned within 10 days. No refunds will be given for used product, only store credit. If no sales receipt is present, or we are unable to locate the transaction, the item(s) cannot be returned. Please email us at hello@lemonlaine.com if you have any questions. Thanks!
How do I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.
Is your website open for all customers?
Yes, as of May 2024, we now allow all customers to access our website. Club members will stilreceive 5% back among many other fun perks!
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team (hello@lemonlaine.com) as soon as possible. We'll do our best to accommodate your request.
Do you have a physical store?
Yes! Come say hi at our flagship store in East Nashville, TN. 1900 Eastland Avenue Suite 102 Nashville TN 37206.
2. product questions
Do you provide skincare consults or product routine recommendations?
Yes! You can contact our team via our Concierge . We love helping you find the best products for your skin. It's why we're here!
Do you sell vegan or cruelty free products?
Yes! You will need to check the ingredient list of each product to ensure it meets your criteria.
What if I want to return the product?
We ask that purchases be returned within 30 days in an unused, sellable condition. For used products, store credit will be issued if returned within 10 days. No refunds will be given for used product, only store credit. If no sales receipt is present, or we are unable to locate the transaction, the item(s) cannot be returned. Please email us at hello@lemonlaine.com if you have any questions. Thanks!
How do I receive my FREE Lemon Laine Botanical Bounce Face Oil?
When you join Club Lemon Laine, you will automatically receive a complimentary deluxe-size bottle of Lemon Laine Botanical Bounce Face Oil. Value of $25. You also get a free bottle every year you're a member. No code needed. If you have yet to receive yours, email us club@lemonlaine.com.
Can I sample products before I purchase?
It depends on the product you'd like to sample. Some products aren't conducive to sampling, while others are. Email us hello@lemonlaine.com, we'll be able to let you know which ones you can sample and which not...we aim to please!
3. Payment Questions
What payment methods do you accept?
We accept a variety of payment methods including credit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay.
Do you offer installment payment options?
No, not at this time.
How do I redeem my Club points?
You will need to log-in to your Club account here. Then locate the Rewards section under your profile. Or you can find it in the red widget on the left-hand side of you screen. Copy the discount code of the pts you wish to use and apply the code at checkout. If you have any questions, email us club@lemonlaine.com.
What is your return policy?
We ask that purchases be returned within 30 days in an unused, sellable condition. For used products, store credit will be issued if returned within 10 days. No refunds will be given for used product, only store credit. If no sales receipt is present, or we are unable to locate the transaction, the item(s) cannot be returned. Please email us at hello@lemonlaine.com if you have any questions. Thanks!
Is my payment information secure?
Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.
4. Shipping Questions
How long does shipping take?
We typically process your order same day and try to ship it out ASAP. Shipping time varies depending on your location and the shipping method you choose. For ground shipping in Nashville, you can expect it to arrive 1-2 business days.
How much does shipping cost?
Shipping is a flat fee of $5. If you spend over $200, shipping is FREE.
Do you offer free shipping?
Yes, we offer free shipping on orders above $200.
Do you ship to P.O. boxes?
Yes, we ship to P.O. boxes. Please make sure to provide your complete and accurate shipping address to avoid any delays in delivery.
Can I order online and pick it up in store?
Yep, sure can! Just select whichever store you'd like to pick-up from during check-out and you can come see us in store! When you get to the store, just find someone from our team and tell them you're here for pick-up! :)
Do you offer expedited shipping?
If you need expedited shipping, please email us hello@lemonlaine.com with your order number and we will do our best to get the product to you in time!
My package was marked as delivered, but I didn't receive it - is it lost?
Well shoot! I'm sure we can find it.. email us hello@lemonlaine.co and we'll get it sorted out!
5. Contact Questions
How can I contact customer service?
You can reach our customer service team by emailing hello@lemonlaine.com or by calling our toll-free number at (629) 702-6940.
What are your business hours?
Our business hours are Monday through Saturday from 11:00am to 6:00pm CST. Sunday's 12:00pm to 5:00pm CST.
How can I provide feedback?
We welcome and value your feedback! You can leave us a message through our contact page on our website, or email us at hello@lemonlaine.com.
Do you have a physical address?
Yes, we do have a physical address. Our headquarters is located at 1900 Eastland Avenue Suite 102 Nashville TN 37206.
6. Club Lemon Laine Questions
Can I cancel my membership?
Yes, but any membership fees paid are nonrefundable. However, you will still be able to use your $75 voucher for purchases. Just email us club@lemonlaine.com and we'll help you.
Do I get a $75 gift card each year or only when I first sign up?
You'll get $75 each year you're a member. It will show up as 7500 points in the rewards section when you sign-in to your club account.
Using Apple Pay for Club Memberships
Due to technical limitations with the way Apple Pay interacts with our system, we've noticed that using Apple Pay to sign up customers for club memberships can sometimes result in duplicate accounts being created. Please make sure when using Apple Pay that it is the same email address you use to sign-up with Club Lemon Laine.