Frequently Asked Questions

Which countries do you deliver to?

We currently deliver to USA only. 

Does the amount which I paid for my order include custom duties or import taxes?

No, we are not responsible for any custom duties or import taxes which may be imposed by your local authorities.

When will my order be shipped to me?

Orders are usually processed and shipped within 5-8 working days of purchase. This includes time taken to check the quality of the goods before shipping.

How long does delivery take?

Shipping times may vary as the items are shipped from warehouses in China. Please consider any holidays that might impact delivery times. Occasionally, due to force majeure factors (eg. hurricanes, rainstorms etc. affecting flights) leading to logistics delays, additional time may be required for the logistics company to deliver your parcel. The ongoing Covid-19 pandemic has also contributed to delays in deliveries.

Tracking Number

Your tracking number will be provided to you approximately 2 to 3 business days after your order has been shipped. As a gentle reminder, shipping takes place after your order has been processed. Please refer above for order processing times. 

If your tracking number does not have logistics information, it is because thousands of parcels are sent from China to foreign countries, and logistics companies sometimes do not update logistics information. If this happens, please contact us instead of opening a dispute directly, so that we may assist with resolving the issue in the first instance.

What if I have provided the wrong address?

It is your responsibility to provide a complete address (including zip code) to ensure that your order is shipped to the correct address. If you have inadvertently made a mistake, send us an email as soon as possible, so that we can do our best to revise the address before your order is shipped out.

What if I have not received my order after a few weeks?

If an item from your order has yet to arrive, please be patient as it is more than likely being shipped from one of our warehouses in China. Please feel free to contact us at sales@botaniquelane.com for an update on the status of an order.

Please note that if your parcel arrives at your local post office,

  • It is your responsibility to contact your local post office as soon as possible to collect your package. Otherwise, the local post office may return your parcel to us, and you will have to incur the costs of a re-delivery.

Can I make changes to my order?

Unfortunately, once you have placed your order it is not possible to amend any details. Our warehouse team receive orders directly and will have already started processing your order. 

Shipping fees on orders placed and shipped are non-refundable.

Do you offer free returns?

Unfortunately, we do not offer free returns. Any returns cost will be at your own expense.  If you are returning an item to us, you should consider using a trackable shipping service or purchasing shipping insurance. We are unable to guarantee that we will receive your returned item as this is out of our control.

All returned items MUST BE in the original packaging and you MUST PROVIDE us with the shipping tracking number, specific reason for the return, and your order ID.

What if my product is faulty?

We apologise for any faulty products which you may receive. Please send us an email within 24 hours of purchase at sales@botaniquelane.com with photos of the faulty product, including packaging.

If the item has been in your possession for more than 24 hours before you make contact with us, it is considered used and a refund or replacement will NOT be provided.

If you are not satisfied when you receive the item (incorrect, damaged, defective, or item not as described), please return it within 3 days for a replacement or money back.

For any personal reasons (dislike or do not require this product anymore), return shipping charges will be the buyer’s responsibility. We will not accept any items with odors (perfume, smoke, etc.), stains or pet fur.

If you have sent items sent back to us without first contacting us via email, the return will not be accepted.

Exchanges (if applicable)

We only replace items if they are defective or damaged. We are unable to provide exchanges for similar items. Please send us an email at sales@botaniquelane.com and we’ll advise on the next steps in our email reply.

How long does it take to process my return?

We aim to process your return as soon as possible, but on occasions it may take up to a few weeks for your refund to be processed after you have returned your item(s) to us.

If you have not been refunded after 30 days of returning the item(s), please contact us at sales@botaniquelane.com, with the proof of postage information from your return carrier receipt and we will investigate this matter further.