FAQ

My Account & My Orders

What is my Account?

'My Account' allows you complete control over your transactions on Lylablanc. It is help you for the following:

  • Manage/edit your personal data like address, phone numbers, email ids
  • Track the status of your orders
  • Change your password
  • Your referral transaction

How do I know my order has been confirmed?

  • Once your order has been logged and payment authorization has been received, the seller confirms receipt of the order and begins processing it.
  • You will receive an email containing the details of your order when the seller receives it and confirms the same. In this mail you will be provided with a unique Order ID (eg. 123), a listing of the item(s) you have ordered and the expected delivery time.
  • You will also be notified when the seller ships the item(s) to you. Shipping details will be provided with the respective tracking number(s).

Can I order a product that is 'Out of Stock'?

Unfortunately, products listed as 'Out of Stock' are not available for sale. Please use the 'Notify Me' feature to be informed of the product's availability with sellers on Lylablanc

Shopping

Is it necessary to have an account to shop on Lylablanc?

You can shop on Lylablanc by providing just your email ID. While it is not necessary to have an account to shop for and purchase items, it is recommended that you create one. By creating your own Lylablanc account, you can enjoy a personalized shopping experience, including recommendations, quicker checkout and a public wishlist. You will also be able to rate/review products and sellers.

How do I pay for a Lylablanc purchase?

Lylablanc offers you multiple payment methods. Whatever your online mode of payment, you can rest assured that Lylablanc's trusted payment gateway partners use secure encryption technology to keep your transaction details confidential at all times.
  You may use Internet Banking, E-Gift Voucher (eGV) or Cash on Delivery to make your purchase.  Lylablanc also accepts payments made using Visa, MasterCard, Maestro and American Express credit/debit cards.

Are there any hidden charges (Octroi or Sales Tax) when I make a purchase on Lylablanc?

There are NO hidden charges when you make a purchase on Lylablanc. The prices listed for all the items are final and all-inclusive. The price you see on the product page is exactly what you pay.
If your order value is more than Rs.2000 we will not charge anything to customer. In case your order value is less than Rs.2000 then customer have to pay a nominal fee of Rs. 99.

How do I pay using a credit/debit card?

We accept payments made by credit/debit cards issued in India and 21 other countries.
Credit cards: We accept payments made using Visa, MasterCard and American Express credit cards. To pay using your credit card at checkout, you will need your card number, expiry date, three-digit CVV number (found on the backside of your card).
Debit cards: We accept payments made using Visa, MasterCard and Maestro debit cards. To pay using your debit card at checkout, you will need your card number, expiry date (optional for Maestro cards), three-digit CVV number (optional for Maestro cards). You will then be redirected to your bank's secure page for entering your online password (issued by your bank) to complete the payment.

Is it safe to use my credit/debit card on Lylablanc?

Your online transaction on Lylablanc is secure with the highest levels of transaction security currently available on the Internet. Lylablanc uses 256-bit encryption technology to protect your card information while securely transmitting it to the respective banks for payment processing. All credit card and debit card payments on Lylablanc are processed through secure and trusted payment gateways managed by leading banks. Banks now use the 3D Secure password service for online transactions, providing an additional layer of security through identity verification.

What steps does Lylablanc take to prevent card fraud?

Lylablanc realizes the importance of a strong fraud detection and resolution capability. We and our online payments partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team.
In the rarest of rare cases, when our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents. The ID documents help us ensure that the purchases were indeed made by a genuine card holder. We apologise for any inconvenience that may be caused to customers and request them to bear with us in the larger interest of ensuring a safe and secure environment for online transactions.

Can I use my bank's Internet Banking feature to make a payment?

Yes. Lylablanc offers you the convenience of using your bank's Internet Banking service to make a payment towards your order. With this you can directly transfer funds from your bank account, while conducting a highly secure transaction.

Can I make a credit/debit card or Internet Banking payment on Lylablanc through my mobile?

Yes, you can make credit card payments through the Lylablanc mobile site and application. Lylablanc uses 256-bit encryption technology to protect your card information while securely transmitting it to the secure and trusted payment gateways managed by leading banks.

What is Cash on Delivery?

If you are not comfortable making an online payment on Lylablanc.com, you can opt for the Cash on Delivery (C-o-D) payment method instead. With C-o-D you can pay in cash at the time of actual delivery of the product at your doorstep, without requiring you to make any advance payment online.

How do I place a Cash on Delivery (C-o-D) order?

All items that have the "Cash on Delivery Available" icon are valid for order by Cash on Delivery. Add the item(s) to your cart and proceed to checkout. When prompted to choose a payment option, select "Pay By Cash on Delivery".
Once verified and confirmed, your order will be processed for shipment in the time specified, from the date of confirmation. You will be required to make a cash-only payment to our courier partner at the time of delivery of your order to complete the payment. Terms & Conditions:

  • The maximum order value for C-o-D is Rs.10,000
  • e-Gift Vouchers or Store Credit cannot be used for C-o-D orders
  • Cash-only payment at the time of delivery.

How do I make a payment using credit card EMI option?

At present we do not have credit card EMI option. Once this option is available we will update it on our website.

Gift Voucher

How do I buy/gift an e-Gift Voucher?

  • Enter the name and email address of the person you want to send the e-Gift Voucher (e-GV).
  • Enter the value of the voucher you would like to purchase then click "Continue".
  • You will land to Shopping Cart Page. You may continue shopping further or checkout to complete the purchase. You can pay by Credit Card / Debit Card / Netbanking. Proceed to pay through your preferred choice, or if you need to make any changes to the value, you can always click "Edit" to modify it. Once you have completed the checkout process, you will receive an email with the e-GV details.

How do I make a purchase with an e-Gift Voucher?

  • Go to www.Lylablanc.com and select the items you want to purchase.
  • When you are ready to checkout, click "Proceed To Pay", the same as our regular checkout.
  • Select the "Pay By e-Gift Voucher" Option.
  • Enter your 16-digit Voucher Number and the corresponding 6-digit PIN number when prompted.
  • If the amount of your e-Gift Voucher doesn't cover your order total, you will be prompted to select an additional payment method.

IMPORTANT: Funds will be deducted from your e-Gift Voucher at the time you place your order. In case of any adjustment or cancellation at a later stage, we will (re)issue funds as credit to your voucher.

Does an e-Gift Voucher expire?

Yes. All e-Gift Vouchers expire 1 year from the date of their issue.

Can I use promotional codes with e-Gift Vouchers?

Yes, by all means!

Is there a limit on how many e-Gift vouchers I can use on a single order?

You can combine a maximum of 15 Gift Cards in a single order at the time of checkout. In case you wish to redeem more number of Gift Cards on a single order, please add your Gift Cards to the Wallet.

Order Status

How do I check the current status of my orders?

You can review the status of your orders and other related information in the 'My Account' section In the My Account page, click on the 'My Orders' link to view the status of all your orders. To view the status of a specific order, click on the 'Order Number' link.

When and how can I cancel an order?

You can cancel your order before it reaches the "Order Shipped" state. To cancel, please Contact Us with the order number.

How does the delivery process work?

All deliveries are scheduled through reputed couriers. You will be informed when we ship your consignment and will also be provide a tracking number.

How can I track the delivery of my order?

All items sold by sellers on Lylablanc are delivered through reputed courier partners. You will be provided a Tracking number for your order by the respective courier service provider.

Cancellations & Returns

Return Period after Delivery is applicable if product received is Defective or Damaged or Not as Described.

If you have received a damaged or defective product or if it is not as described, you can raise a replacement request on the Website/App/Mobile site within 3 working days. In a rare event of the replacement being defective/damaged or not as described on the product page, a full refund will be provided by the seller once they receive the product.

What are the checks done by Lylablanc while accepting (picking up) a return product from the customer?

Returns Pick-Up and Processing. In case of returns where you would like item(s) to be picked up from a different address, the address can only be changed if pick-up service is available at the new address.
During pick-up, your product will be checked for the following conditions:
1. Correct Product
IMEI/ name/ image/ brand/ serial number/ article number/ bar code should match and MRP tag should be undetected and clearly visible.

2. Complete Product
All in-the-box product, freebies and combos (if any) should be present.

3. Unused Product
The product should be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/ warranty seals (wherever applicable).

4. Undamaged Product
The product should be undamaged and without any scratches, dents, tears or holes.

5. Undamaged Packaging
Product's original packaging/box should be undamaged.

The field executive may refuse to accept the return if any of the above conditions are not met. For any products for which a refund is to be given, the refund will be processed once the returned product has been received by us.

What is Lylablanc's Friendly Returns policy?

All products sold on Lylablanc are brand new and 100% genuine. In case the product you received is Damaged', Defective or Not as Described, our Returns policy has got you covered.
Possible resolution could be Replacement, Exchange or Refund in case we are unable to provide a Replacement/Exchange.

What is Lylablanc's Replacement Guarantee?

If you have received a product in a damaged or defective condition or if it is not as described, you can make use of Lylablanc's Replacement Guarantee to get a brand new replacement at no extra cost.
- Returns including all replacements/pickups are done free of cost.
- In case of Refunds, the entire amount paid by you including shipping and gift wrapping charges are transferred to your account.
- We strive to ease the pickup process for you in case of returns. In most of the cases we deliver the replacement once returned products is received by us.
- In a few other cases, we ensure that pickup is arranged at the earliest and we ship the replacement as soon as we receive the item from our courier partner.
- In the rare scenario where a pickup cannot be done in certain areas, you can ship the product through any other courier. You will be reimbursed the shipping charges against the original receipt.
- Replacement is subject to availability of stock with us. In case a Replacement is not available, we will refund the amount for the same.

Where can I find the Return Policy?

Please click here to learn more about return policy, where you can see the return policy terms and condition.

When are returns not possible?

There are certain scenarios where it is difficult for us to support returns Write to us at online@lylablanc.com in case you want to raise a dispute. Lylablanc looks at each dispute on a case-by-case basis and tries to be fair to customer. Sellers are subject to final consent from Lylablanc for settling the dispute.

  • Return request is made outside the specified time frame
  • Product is damaged because of use or Product is not in the same condition as you received it
  • Products with tampered or missing serial numbers
  • Anything missing from the package you've received including price tags, labels, original packing, freebies and accessories
  • Made-to-order / custom products

Do I have to return the free gift when I return a product?

Yes. The free gift is included as part of the item order and needs to be returned along with the originally delivered product.

Can I return part of my order?

Yes, a return can be created at item level and if you have ordered multiple items, you can initiate a return for a partial quantity.

When are Refunds provided?

We work to provide the most hassle-free online shopping experience. You are covered and your money safe. Refunds are issued when
-We cannot provide replacement
-When a dispute has been ruled in your favour
-We allow Refunds under certain conditions. Please check with Returns Policy.

I have requested a replacement, when will I get it?

Once a replacement request is created, we send you an email detailing the pickup process as well as provide details about the replacement.
In most locations, the replacement item is delivered to you at the time of pick-up. In all other areas, the replacement is initiated after the originally delivered item is picked up/received. If you don't get the return within the promised date, contact us immediately.

I've still not received the refund to my bank account. Why?

If you have received a mail from us confirming your refund request then rest assured that we have initiated your refund request and are following up with financial organisations for the same. Sometimes financial organizations take a longer time to process the refund request. However, if the refund hasn't happened by the date we promised, you can contact us. We will gladly help you.

What is the pickup process? Why have I been asked to ship the item?

Once you have requested for a replacement, we will schedule the pickup of the originally delivered product. Please ensure that product is in unused and original condition. Include all price tags, labels, original packing and invoice along with the product.
- We arrange for pickup from most of our customer locations. Its simple. Please follow the instructions you received by email - In case we can't pick up the item from your location, you can ship it back to the Seller. We will reimburse the shipping charges against the original receipt - Include all price tags, labels, original packing and invoice along with the product. Pack the item safely to ensure against damage in transit - Mention the Return ID on the package so that we can acknowledge your return - Please mention Seller's address as specified in the email notification sent to you - Do retain the original receipt for the courier charges you have paid, it will be required to reimburse the shipping charges. Also note down the courier tracking id for any future reference Refund/replacement will be initiated as soon as Seller receives the product from you.

I have changed my mind and would like to retain the product. What do I do?

Please call us to cancel your return request and we will do the needful. In case the replacement is already dispatched, you can reject the replacement item when it is delivered to you.

How do I cancel an order?

You can cancel your order online before the product has been shipped. Your entire order amount will be refunded.
In case the item you have ordered has been shipped but has not yet been delivered to you, you may still cancel the order online. Your refund will be processed once we receive the originally ordered item back from the courier. Unfortunately, an order cannot be cancelled once the item has been delivered to you.
In order to cancel an item in your order: Log into your Lylablanc account and go to the 'My Orders' page Identify the item you want to cancel and click on the corresponding 'View Details' link In the detailed order page, you will see 'Cancel' links against each of the items in that order Click on the 'Cancel' link, indicate the reason for cancellation, choose a mode of refund and confirm cancellation Once your cancellation request is created, we will ensure that the cancellation is processed as soon as possible.

How long will it take to process my cancellation request?

Once you request the cancellation of item(s) in your order, it will take us a maximum of 1-2 business days to cancel the order and initiate a refund. You will be notified of the same by email.
-If the Order Status shows the item(s) in your order as 'Shipped', we will process your cancellation request directly with our logistics partner. Your refund will be processed soon after we receive the cancelled items back from the courier.
-In case of sellers with Lylablanc Advantage the refund mode will be Lylablanc Wallet. The refunded amount will be made available immediately.
However, if you opt for having the money transferred back to the source of transaction, it may take up to 7-10 business days for the respective banks to process the refund. Please get in touch with the banks directly in case of any delays post confirmation of cancellation/refund by Lylablanc.
A disabled 'Cancel' link can mean the following things: The item is non-refundable (eg. e-Gift Vouchers)
In any of the above cases, you can get in touch with our Customer Support for more information

What are the modes of refund available after cancellation?

In order to confirm cancellation of item(s) in your order, you need to indicate your refund preference.
There are two modes of refund:
Lylablanc Wallet - If you choose this option, the amount will be added to your Lylablanc Wallet in the 'store credit' component. This applies for sellers with Lylablanc Advantage. Back to Source - In this case, the money will be refunded back to the payment mode/account that was originally used to make the transaction.
Once you have requested the cancellation of item(s) in your order, Lylablanc will complete the cancellation and initiate the refund, depending on your preference.