Payments & Safety

  • All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.

  • Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.

    Learn more about our store's safe checkout experience here.

  • For more insight, you may also want to read our Terms of Service here or Privacy Statement here.

  • For the security of our shoppers, our checkout process includes fraud protection measures. If you encounter a "TRANSACTION CANNOT BE PROCESSED" error message, please contact your bank to authorize the transaction.

  • Once your order has been placed, your card will be charged according to the amount and currency of your order, including any applicable taxes and shipping fees.

  • We accept all major credit cards (Visa, Mastercard), Paypal and ShopPay. We also offer mobile payment options through Apple Pay and Google Pay.

Shipping & Delivery

  • Domestic shipping can take up to 5 business days.

    Foreign shipping could take up to 14 business days.

    Due to global supply chain challenges, shipping times could be longer than usual. Check our shipping policies for more details.

  • Inform our customer support team at info@lavoireaore.com, providing details and photographic evidence. We will then work to facilitate a resolution.

  • Shipping rates can vary depending on your region and are calculated at checkout.

    Here are the full details of our Shipping Policy.

  • Yes, we offer free shipping for large domestic orders. Check the cart to see the current deal on free shipping..

  • Yes, we ship our products all over the globe.

    Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region.

  • Standard processing time for orders is 2-5 business days. Orders placed after 10:00 AM PST may be processed the following business day. 

    Processing and shipping times may increase during specific collection launches, holidays, and other peak seasons.

  • Inform our customer support team at info@lavoireaore.com, providing details and photographic evidence. We will then work to facilitate a resolution.

  • A full list of all of our shipping areas can be found here.

    If your country or region is not mentioned, please feel free to reach out to see if we can work out the details.

Warranty & Repair

  • All our products are subject to quality control.

    Our warranty provides a guarantee against manufacturer defects.

    The guarantee covers any manufacturing, design, or material defect. Please notify us within 2 months of noticing any defects.

    It does not cover blows, improper use, or other issues that are not attributable to a manufacturer defects.

  • An extended warranty can be added to your products for an additional cost.

    Please get in touch for more information about extended warranties.

  • The extended warranty could come at a different cost depending on the type of product and extended period.

    Please get in touch for more information.

Orders

  • We do not accommodate price adjustments or matching.

  • The following products are final sale and cannot be returned or exchanged:

    • Essentials
    • Collaborations
    • Sale
    • Underwear/boxer briefs/socks
    • Athletics Footwear 
    • Sunglasses
    • Gateway/Mutant Item(s)
    • Gifts/Giveaways

  • Once an order placed we cannot change the shipping address or shipping method. Please double check your shipping information before submitting your order.

  • If a package can't be delivered due to incorrect information, it will be returned, and reshipment fees will apply. 

    For failed delivery attempts, the recipient is responsible for managing the delivery after the shipment has left our facility. 

    Refused international deliveries will be returned at the customer's expense. Packages held at international customs for 30 days are considered abandoned and are not eligible for refunds or exchanges

  • You will receive a shipping confirmation email with a tracking number once your order leaves our distribution center in Amsterdam. 

    For additional inquiries about your order status, please contact us at info@lavoireaore.com

  • Payment is processed upon order placement. Please note that pre-orders are final and cannot be modified or cancelled, including adjustments to shipping details.

  • If we need to cancel your order due to lack of product availability, we will notify you by email and will refund the amount charged immediately. Please note that it may take up to 10 business days to process the refund.

  • International shipping rates vary by location and the estimated weight of your package. Shipping costs will be calculated during checkout.

  • Customers are responsible for monitoring the delivery of your shipment after it leaves our warehouse. This includes tracking your package and making any necessary arrangements with the carrier.

  • For inquiries regarding undelivered orders, please contact Client Services at info@lavoireaore.com and initiate a carrier claim.

    Delivery discrepancies must be reported within 14 business days of scheduled delivery. Claims cannot be processed beyond this period.

  • Route Protection Claims: For orders secured with Route Protection, claims must be initiated directly through the Route platform.

    Claim Procedure: Refer to your order confirmation email for detailed instructions on filing a claim with Route.

  • For international orders, the total amount paid at checkout includes applicable customs duties and taxes for select countries.

    However, please note that international orders may be subject to sales tax, import duties, and customs charges determined by the receiving country.

    For further information, we recommend contacting your local customs office.

Returns & Refunds

  • Yes, we offer full and partial refunds.

    Please enquire for more information about our Refund policy.

  • A refund request can be submitted within a 30 days after the purchase is made. Once we receive and inspect the returned item(s), we will process your refund. Refunds will be issued in the original form of payment used during the purchase.

  • In the case when theproduct and packaging are unopened and undamaged, you areeligiblefor a full refund.

    In the case whenthe packaging has been opened and the product has been used, you areeligiblefor a partial refund.

    In the case when aproduct has been damaged, and the damage is not covered by your warranty, you arenot eligiblefor a refund.

    Please check our Terms of Service to see if you're eligible for a refund.

  • When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer.

  • When an order includes free shipping, only the cost of the return shipping is handled by the customer.