Quality issues and refunds

We do not accept returns or exchanges for reasons unrelated to the product’s own quality. If the product itself has a quality issue, we will arrange a refund after reviewing the issue. This policy does not limit consumer rights required by applicable law.

Email support@lapsangstore.com with your order number, the product name, a description of the issue and clear photographs where relevant. We will review the information and discuss the next steps with you. Please contact us before sending a product back.

The payment methods available for your order are shown at checkout and can vary by country, currency and payment provider. If a payment fails or you have a question about a charge, contact us with the order reference. Do not email your full card number or security code.

Once a refund has been arranged, the time it takes to appear can depend on the payment provider and bank. We will communicate the processing details for your case.

For a delivery problem or an order enquiry, send your order number and a description to customer care. We will check the order status and discuss how to resolve the issue.