Customer Support

Order Tracking and Delivery

Where's my order?

You can Track Your order on this page with your Order ID. Alternatively, log in to your LBB account, and go to your Order History page. Find the order number you wish to track. Click on ‘Track my order' to see updates of your order status. If the order has been shipped, you will receive the shipment tracking details to your registered email. You may use it to track the shipment status on the courier's website.

Can I change my shipping address?

No, you cannot modify the order yourself after placing an order on LBB. Please get in touch with customersupport@lbb.in, should you have any shipping address change request. Please note that the shipping address can only be changed before your order has been packed at our Merchant's Warehouse.

Can you deliver my order at a specific time & date?

Our standard timeline for delivery across India is 7-15 business days. Requests for specific time/date delivery are subject to dispatch of the product from our Merchant's warehouse and service availabilities by our courier partner.

Return/Exchange

The following returns and Exchanges policy is applicable to all items listed and sold through LBB.in, unless and otherwise mentioned specifically in case of exceptions. For exceptions, please refer the respective sections below.

In a general scenario, the Returns and Exchanges policy of LBB provides you an option to return or exchange items purchased on LBB within 15 days of receipt of the item. However, it may be noted that the product should not be used and its original condition, tags and packaging should be preserved. A customer is welcome to try on a product but we expect you to take adequate measures to preserve its condition.

There are two ways to return the product to us:

  1. Serviceable Pick up: In most locations, we offer a free pick up service. You should see a pickup option when you submit a return request.
  2. Non- Serviceable Pick up: If our courier partners don't offer a pick up at your location, you would need to contact us to facilitate your return request.

Once we pick up and receive your returned product, a quality check of the product would be conducted at our end, and subject to the successful check, we will credit the amount you paid for the products into the refund mode selected by you at the time of initiating return request.

If the picked up product does not pass the quality check, we will be unable to take further actions and one of our team members will get in touch with you for further steps.

Please note that any exchange request is subject to stock availability and subject to your address being serviceable for an exchange. Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternate product, we suggest that you return it to obtain LBB Perks and purchase the new in a fresh order.

The following EXCEPTIONS and RULES apply to this Policy:

  1. All items to be returned or exchanged must be unused and in their original condition with all original tags and packaging intact (for e.g. shoes must be packed in the original shoe box)
  2. We only accept returns for products purchased directly from LBB's desktop/mobile sites or App. Any return request for products purchased from our indirect online and offline vendors will be declined by us.
  3. Please note that we do not refund any Shipping or COD charges, if applicable.
  4. Under our Exchange Policy, only size exchanges are allowed. Exchanges are allowed only, if your address is serviceable for an exchange by our Logistics partners.
  5. Please check the items, type of return/exchange and other related details carefully—our courier partner will pick-up only the items mentioned at the time of submitting the Return request by you.
  6. In case the items handed over to the courier person doesn't match the details of the items mentioned in the Return request, we will conduct an internal investigation and get back to you accordingly
  7. Both return and exchange on the same order should be done in the same go to avoid any complications.
  8. If you self-ship any product to the maker without officially informing us through our return/exchange process, LBB cannot be held responsible in the process of any act on behalf of the maker of the product

I want to return/exchange an item. How do I do it?

You can return products purchased from LBB within 15 days of receiving the product. Please follow these steps:

  1. Create a 'Return' under "My Orders" section of App/Website/M-site. Follow the screens that come up after tapping on the 'Return' button. Please make a note of the Return ID that we generate at the end of the process. Keep the item ready for pick up or ship it to us on the basis of the return mode
  2. We offer pick-up facility in select locations basis our courier serviceability
  3. If reverse pick-up option is not available at your location you can contact us for further steps

Pick-up: If you select to schedule a pick-up, please place the product in a packet. The product must be unused, unwashed and all the tags intact. Keep the packet ready to expedite the return pickup. Once your return reaches our warehouse and the product has been approved by our quality staff, we will credit refund into the source selected by you at the time of return initiation.

Non- Serviceable Pick up: If our courier partners don't offer a pick up at your location, you would need to contact us to facilitate your return request.

How do I place an exchange request on LBB?

  1. You can create exchange for products purchased from LBB within 15 days of its delivery under "My Orders" section of App/Website/M-site. If your address is serviceable for exchange you will be able to proceed and generate an exchange id. Please note down your exchange id for future reference
  2. Please place the product in a packet and ensure that the product is unused, unwashed with all the tags intact.
  3. Hand over the original product to our logistics staff once they arrive for the return pick-up
  4. Once the product is received at our maker-partner and passes the necessary quality checks, we will ship the requested for exchange to you. Please note that if the exchange size is not available, we will contact you to convert your return into store credit or refund, as per your preference
  5. In case you face any size issue with the exchanged product as well, please note that we will not provide a further exchange. You can return the product back to us, and we will process store credit/refund for the same (excluding Shipping and/or COD charges) as per your preference
  6. The exchange process at LBB takes 5-7 business days from the date of placing the exchange request

I am unable to return/exchange an item. Why is that?

LBB's 15 day returns and exchange policy gives you an option to return or exchange items purchased on LBB for any/following reason(s) within 15 days of delivery of the item. We only ask that you don't use the product and preserve its original condition, tags and packaging. You may want to check if the return policy is already exhausted. In case it is otherwise, feel free to contact our customer support team who will be glad to help you.

When will my return be picked up?

Depending upon your area pin-code serviceability by our courier partner, we pick up the return shipment within 2-3 business days from the request placement date.

My return was picked up. When will I receive my Credits/Bank Refund/Exchange?

The entire return request to refund completed journey will take 5-7 business days, from the date of raising the return request.

Why did the pick-up of my product fail?

We make three attempts to pick up the item. If the item is not picked up in the third attempt, the pickup request will be marked as failed. You can initiate a new return request, if the item meets the return criteria and is within 15 days from the date of delivery. For more details, please call our customer support team.

I was delivered a damaged/defective/partial/empty product. What do I do?

LBB employs some of the finest standards when it comes to product quality checks before dispatching a product. In an improbable incident of damaged/defective/partial/Empty shipment delivered, please note that we expect you to inform us within the 24-48 hours of the delivery. Please understand, we won't be able to entertain and honor any requests/complaints informed beyond this time window due to dependency on our service partner(s) and their time-bound limitations.

I got a notification that my order was delivered, however, I have not received it. What's up?

Sorry to hear that. We suggest you check with the first security point (main gate, tower/apartment gate) and/or with the neighbors/family members to check if they might have received it on your behalf. If you still can't locate your order, please contact our support team within 24-48 hours of the delivery notification so that we can help you. Please understand, we won't be able to entertain and honor any requests/complaints informed beyond this time window due to dependency on our service partner(s) and their time-bound limitations.

I need to return a shipment which seems like it has been opened or seems tampered?

It is a red flag! If the package has been opened or tampered with, do not accept the shipment. Please inform our Customer support team via phone on +91-8929-129-592 or via email at customersupport@lbb.in and we will guide you to place a new order.

Cancellation

I want to cancel my order. How do I do that?

We are sorry that you no longer wish to shop for the item. To cancel an order, contact our customer support team via Chat, email or phone. We are available from Monday - Friday, 10am - 7pm.

I just cancelled my order. When will I receive my refund?

If you placed the order using Cash on Delivery, there is no amount to be refunded at our end as you haven't paid for the order yet. For payments made via Credit Card, Debit Card, Net Banking or Wallets you will receive refund (including Shipping Charges) into the source account within 7-10 business days from the time of order cancellation. If payment was made by redeeming LBB Perks, refund will be initiated into your LBB account within 24-48 hours of your cancellation.

Payment/Refund

I have cancelled my prepaid order. When will I receive my refund?

The refund is duly initiated from our end within 24 hours, however, it may take 7-10 business days for the amount to reflect in your account depending upon the source of payment. This time is entirely dependent upon the source of the payment and we have no control over it. In case you do not receive funds beyond this timeline, you may always feel free to contact us and we will share a bank transaction reference number which can be used to trace the transaction.

If the payment was made by redeeming LBB Perks, refund will be initiated into your LBB Credits account within 24-48 hours of the cancellation.

My order didn't get placed, but the amount got debited. What happens next?

You need not worry, here's what generally happens in such scenarios:

  • We typically get an update every 60 minutes from our payment partners for the status of a transaction. If the payment has been successfully captured and credited to us, we process the order accordingly
  • Sometimes it could take upto a maximum of 24 hours for the payment partners to provide us an update, however, as soon as we have the status, we update your order information accordingly
  • If the payment was debited from your account, however, not successfully captured at our end, it is a failed transaction and is generally reversed within 24-48 hours. The time taken can vary from bank to bank and we, unfortunately, won't be able to expedite this. Please check with your bank for more details.

Hence, as a standard practice, we suggest that you wait for a maximum of 24 hours for the final status after you have paid for the order. If you have any questions or concerns, we are always reachable at customersupport@lbb.in on email. We are available Monday - Friday from 10 AM - 7 PM.

I would like to convert my LBB Perks into Bank Refund, however, I don't see an option to do it. Why is that?

LBB credits refund into the source selected by you at the time of return initiation. Please note under the return policy, this mode can not be changed later. Contact customer service for further queries.

I have not received my refund yet. Whom do I contact?

The refund is duly initiated from our end within 24 hours, however, it may take 7-10 business days for the amount to reflect in your account depending upon the source of payment. This time is entirely dependent upon the source of the payment and we have no control over it. In case you do not receive funds beyond this timeline, you may always feel free to contact us and we will share a bank transaction reference number which can be used to trace the transaction.

Discounts & Coupons

I am unable to apply my discount code/voucher number. Please help me!

This may happen due to a number of reasons:-

1 - Please check the terms and conditions of the coupon code mentioned don the website/App.

2 - If you are trying to use a voucher issued by us, please make sure to login using the email ID it was issued to

I didn't receive coupons/voucher due. Whom should I contact?

Please contact our customer service team to help you on this

Account/Login Issues

I am unable to login to my account. What is happening here?

Please check the combination of the registered email address and password you used to create an account with us. You may also want to check if you registered with us using a social account i.e. Facebook or Google. In case you continue to face issues, please get in touch with our customer service team.

I am unable to reset my account password. Please help me find a way out!

We are sorry to hear that. Please use the Forgot password option readily available on the website/app login screen and enter your registered email address to receive a password reset link to your email inbox. From there you can easily set up a new password.

I would like to unsubscribe from LBB Promotional Emails/SMS. How do I opt-out?

We are sorry to hear you go. All emails have a link to unsubscribe at the bottom of the email. Please click on that link to unsubscribe. If you are still unsuccessful, please connect with our customer service team to help you further.

Product/Events Related Queries

How do I select the right size for me?

You may always check our size guide for ready reference on standard measurements of the products available on the respective product pages.

What is the material/fabric of the product I am looking at?

We source and list items with the finest materials and quality available. You may always check the Details section on the product page to see all the information about the item displayed.

I booked an event ticket, however, I no longer wish to attend it. How do I cancel it?

Any cancellation or change of schedule in the events is governed by the respective organiser's T&Cs (mentioned at the time of booking). Please contact our Customer support team for more information.

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