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F.A.Q

Account

How Do I create an account?

At the top right hand corner, click on the “My Account” button. On the dropdown menu select “Register”. Once the “Register Account” page comes up, continue to fill out the form in its entirety.

What benefits do I receive when I create an account?

By creating an account, you are able to see the latest information on your orders, points rewarded, wish list, etc.

I’d like to cancel my account, how can I do this?

To cancel your account,

What can I do if I’m not receiving emails from Lorion?

We apologize for the inconvenience, but if you are not receiving emails from us, it could be for a couple of reasons:

  • Make sure the email address provided is correct and up-to-date. It could be that the emails are being sent to the wrong address.
  • Check your junk/spam folder for emails from us. Make sure to add us to your contacts to have the emails come directly to your inbox.

If you have done the two instructions above and you still do not receive information from Lorion, please Contact our Customer Care specialist to assist you with this issue.

Signin/Forgot Login Information

How do I access my account?

At the top right hand corner, click on the “My Account” button. On the dropdown menu select “Login”. If you are a new customer,select “Continue” under New Customer to register. If you already have an account, fill in your email and password and select the login button.

I forgot my password, how do I retrieve it?

To retrieve your password, click on the “Forgotten Password” under Returning Customer to enter your email address. Your password will be emailed to you.

How do I update my account?

You can change your details at any time using ‘My Account’ which is in the top right hand corner of the page’. Once you’re logged in you can change your information. Just click the ‘Edit’ or ‘Edit/Add’ buttons under each section of your account to change the details. Once you’ve updated them, remember to click ‘Save’.

Any changes you make to your account will not affect the details of any orders you’ve already placed. It’s worth checking your account every once in a while just to make sure we have the right details for you.

How do I know that my information is secure?

We believe in our customers’ privacy and we are backed up by the GoDaddy.com’s Verified & Secured verify security to prevent our customer’s information from leaking out. This system secures valuable information and checks for anything suspicious or associated with fraud.

Ordering

Can I cancel/ change my order after I’ve placed it?

Yes. You can cancel or change your order within 72 hours by calling our Customer Care specialist at 1-877-654-8889 or by sending us an email at cs@lorionbeauty.com.

When do I need to order by for delivery before Christmas?

In order to receive your items before Christmas, you will need to place the order by Dec. 17th of that year.

I’m missing an item from my order, what do I do?

We apologize for the mishap. If you are missing an item from your order, please inform us as soon as possible calling our Customer Care Specialist at 1-877-654-8889 to help resolve this issue.

Will my parcel be charged customs and import changes?

Yes. International customers have to pay custom fees unless included in an event at the time of purchase. Fees may vary depending on location.

Can I place an order over the phone?

Yes, you absolutely can place an order over the phone. Our Customer Care specialist is here to help and guide you to make your purchase or answer any other questions you may have.

How do I know if my order is complete?

Once you have completed your order, it will lead you to an Order Confirmation page where all information regarding your order is explained and a copy will be sent via email.

What if I want to return or cancel my order that got lost or didn’t arrive on time?

Please call our Customer Care Specialist as soon as possible to help resolve this issue.

Where is my order confirmation?

Your order confirmation will be sent directly to your email address on file.

How do I track my order?

In order to track your order, locate the tracking number provided in your email confirmation or by logging into your account to view the status of your shipment.

Payment

How can I pay for my order?

For online orders, customers can pay with a debit/credit card or through a PayPal account.

What payment options do you accept?

We accept Visa, MasterCard, American Express, Discover and PayPal.

Returns/Exchanges

Can I return an item?Is there a restocking fee for returns or exchanges?

Yes. Order placed directly from us (via phone or Lorion site), will be eligible for a full refund within 30 days of purchase. A 10% restocking fee will be appliedto items unopened or unused. There is a 20% restocking fee applied to used or opened items.

I ordered the wrong size/color/item. Can I return it for an exchange? 

Yes.Order placed directly from us (via phone or Lorion site), will be eligible for a full refund within 30 days of purchase. Shipping cost will be the customer’s responsibility. A 10% restocking fee will be appliedto items unopened or unused. There is a 20% restocking fee applied to used or opened items.

Shipping

When will my order ship?

Orders received before 3pmEST will ship out the same business day. Order received after 3pmEST will ship out the following business day.

What days/holidays do you not ship?

We do not ship on the weekends, or any special holidays.

How do you send your packages? 

We send our packages with the following carriers: UPS, USPS, & FedEx. Customers who live in apartments/suites, we suggest sending packages with signature confirmation. Additional fees may apply.

Will I have to pay International Taxes and duties?

Yes. Depending on where exactly you would like for us to ship internationally, you are responsible to pay for any extra taxes, duties and any other international fees associated to ship your desired package.

Do you ship to P.O. Boxes, APO/FPO or U.S. Territories?

P.O. Box & U.S. Territories = Yes, but with USPS.

APO/FPO = No

I wasn’t home to sign for my package & now it is unclaimed & being sent back to Lorion. Can I get my package resent?

Yes. In the case that packages have not been signed for & are now unclaimed, can be sent back to you. There will be a shipping fee responsibility for the customer to have that package be sent back to you.

Can I track the delivery of my order?

Yes. All orders can be tracked. Once an order has been processed and has shipped, there will be an email confirmation sent with your tracking number to stay up to date with your package.

Warranty

How long is your warranty for?

Our warranty is valid for a full 3 years.

How long after I purchased an item to register for a warranty?

You have 14 days from the date of purchase to register your product. Warranty does not apply to any items purchased at an unauthorized retailer.

How do I register my product for a warranty?

On the website click on the warranty tab to register your product. Fill out the form completely select the “Submit” button to complete your request. An email confirmation will be sent.

Please remember you have 14 days from the date of purchase to register your product. Warranty does not apply to any items purchased at an unauthorized retailer.

How do I exchange my product under my warranty?

How to get a new Lorion iron: In an unlikely event your item broke, stopped working properly, or is defective:

  • Make sure your iron is registered. (To register your iron, please click here).
  • Ship your iron to us at the address provided when you complete the “Request Exchange Under Warranty Form”. Please use a traceable method (such as UPS or insured mail) and ship in a sturdy, cardboard box.
  • A shipping fee based on the price list below is needed to cover US shipping and handling based on the model you have. You’ll have the opportunity to pay online (preferred) when you fill the request form or you can send a money order made out to ThermaGem LLC with your product.
  • Once we receive your iron, it will be inspected by our Warranty Department. If we determine that your warranty claim is the result of a manufacturer’s defect caused within normal use**, we will replace^ your diamond flat iron or clipless curling iron and ship a new one back to you.

Please note the Shipping & Handling amounts for each model:

1.25” Flat Iron & 1” Professional Flat Iron: $24.99

¾” Clipless Curling Iron, 1” Clipless Curling Iron, 1.25” Clipless Curling Iron: $24.99

*Shipping rates are for the continental US only. International shipping rates may vary. Please contact us BEFORE shipping your iron to us.

Please click the buttons above to get the “request for exchange form.” Once it’s completed, you’ll get our returns/exchanges address and more details.

If you have any other questions, feel free to email us at: cs@lorionbeauty.com or call: 1-877-654-8889. Our office hours are: Monday – Thursday 10am – 5pm and Friday 10am – 4pm EST

**If we determine that your warranty claim is NOT the result of a manufacturer’s defect or caused by unintended use, you will be responsible for paying to have your iron shipped back to you.

^If your flat iron or clipless iron qualifies under warranty, it will be replaced by the same size and color. If the same color and size is no longer available, it will be replaced by one of similar size and color and will not be of lesser MSRP value. Requested substitutions will not be honored.


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