Refund policy

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please email us at contact@losorigenes.co.uk or contact us by WhatsApp (https://wa.me/message/RM4R6A3IYHLGC1) providing us with a reason for your return.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

We'll accept returns within a reasonable time-period of seven days from receipt of your order. Please bear in mind that the cost of returning any non-faulty items back to us is not included and we cannot accept returns of fresh or frozen short-shelf life products.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

At Los OrigenES we will always ensure that your order arrives safely and in one piece. Our warehouse team has developed what we believe to be the best packing techniques and we may use the most appropriate materials for the job, including strong, double walled boxes and cushioning materials.

We also use a reputable courier service that ensures your order is transported safe and secure. Unfortunately, we cannot help that from time to time certain orders may be part of an accident or can't withstand the rough treatment during transportation.

If there is any damage to your order, please don't just outright reject the package from the courier. Please accept your order, check it over and then inform us of any damages within 24 hours.

Again, we will normally ask you for a quick photo of the damaged items and we will offer a replacement or alternative product sent free of charge or we will process a refund for you.

You can always contact us for any return question at contact@losorigenes.co.uk.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@losorigenes.co.uk.