🍋✨ Need a Helping Hand? Open a Case with LemonBrie! 🍋✨

Oh dear! Did something go a bit wonky with your order? Don’t worry, little lemon! 🍋 You can open a case to get LemonBrie's friendly help after you’ve reached out to your seller and your order is ready for some extra love.

For those special orders that qualify, you’ll receive a delightful refund for any item that doesn’t arrive, arrives with a little battle scar, or just doesn’t match the sparkly description or photos. Let’s make sure you get what you ordered and keep those lemony vibes flowing! 🌈

🌼 How to Open a Case 🌼

Ready to open a case? Here’s how to sprinkle some magic on the process:

Sign in to LemonBrie.com and head over to Your Account.
Navigate to Purchases and Reviews—let’s find that order!
Select Help with Order next to the order that needs some extra attention.
Click on Still Need Help?
Choose Yes, I want to open a case—you’re almost there!
Pick your ideal resolution from the dropdown menu.
Select how you’d like to receive your refund (if one is issued). Just a heads-up: your options may vary based on your currency settings and location, so choose wisely! 🦄
Provide all the supporting details for your case. The more info, the better!
Finally, hit Submit Case and let the magic happen! ✨

Remember, you need a LemonBrie account to open a case. If you ordered as a guest, just create an account and link your order. Easy-peasy!

🌈 How to Choose a Case Type 🌈

When you need a little extra help from LemonBrie, you can open one of three types of cases. Here’s the scoop:

Non-Delivery: You placed your order and paid, but the item is playing hide and seek—or it arrived after its estimated delivery date.
Not as Described: This can include (but isn’t limited to):
- The color, design, or model looks different from what was displayed in the listing.
- You received the wrong quantity—uh-oh!
- The condition of the item was misrepresented.
Item Arrived Damaged: You got your item, but it looks like it had a rough journey. 😢

😕 I Don’t See the Option to Open a Case

If the option to open a case is playing hard to get, you might see a message saying it’s too early, too late, or that you need to send a Help with Order message to the seller first. You may also have ordered as a guest. No worries! We’ll get through this together! 🌟

⏰ When Can I Open a Case? ⏰

For physical items and digital items ready for immediate download, you can open a case when both of these conditions are met:

The maximum estimated delivery date for your order has passed.
48 hours have passed since you sent the seller a Help with Order request.

For digital items that are made to order, you can open a case when:

You downloaded the item; or
7 days have passed since you purchased the item, and
48 hours have passed since you sent the seller a Help with Order request.

If it’s still too early to open a case, don’t fret! You’ll see a friendly callout displaying the date and time you can start the case process in the Still Need Help? section.

And remember, you’ll have 100 days from your order’s estimated delivery date to open a case. Plenty of time to get it sorted! 🌼

💌 What Should I Say in My Message to the Seller? 💌

When reaching out to your seller, let them know why you’re contacting them and what your desired resolution is. Share as many details as you can about your order, and don’t forget to provide photos if the item is damaged or different from what you ordered. The more details, the better! 🥳

🍭 How LemonBrie Will Help You 🍭

When you open a case, LemonBrie will work hand-in-hand with you and the seller to gather all the information needed to find a resolution. Thanks to LemonBrie’s Purchase Protection program for qualifying orders, you’ll receive a full refund if your item arrives damaged, isn’t delivered, arrives after the maximum estimated delivery date, or isn’t as described.

After you open a case, all communication will happen via messaging or your inbox, so keep an eye out! To speed things along, please provide all the info LemonBrie requests in your chat or email. This may include:

Photographs 📸
Measurements of items received 📏
Third-party evaluations
Anything else that might help resolve your case

When LemonBrie makes a final decision, we’ll let both you and the seller know! 🌈

Please note that items arriving late due to forces outside the seller’s control (like a carrier strike or a surprise snowstorm) do not qualify for LemonBrie’s Purchase Protection Program. We’re all about fairness here!

🎉 How to Close a Case 🎉

If you’re happy with the resolution of your case, you can close it with a smile!

A case will automatically close when:

A full refund is issued.
You’ve contacted your card provider or PayPal to dispute the charge.

💸 How Refunds Work 💸

If LemonBrie determines that the item you received doesn’t match the listing, the seller must refund:

The cost of the item
The original shipping cost
The return shipping cost

In some cases, LemonBrie may issue the refund on the seller’s behalf. If you selected LemonBrie credit as your preferred refund method, the refund will magically appear in your Gift Cards & LemonBrie Credits balance once it’s approved! ✨

Refunds processed by LemonBrie must take place within 180 days of the date of the transaction. After 180 days have passed, LemonBrie is unable to support a refund for your order.

🐾 What If I Paid Through PayPal? 🐾

If your payment was processed through Standalone PayPal, you may need to open a dispute with PayPal within 180 days of the purchase date to request a refund. For more information about the process, contact PayPal directly.

Remember, third-party payment processors may have different policies, so be sure to review their guidelines!

⚡ What If I Disputed a Charge or Filed a Chargeback? ⚡

If you filed a chargeback for an order or disputed a charge with your financial institution, the seller can’t issue a refund on LemonBrie, and you won’t be able to open a case. Only one method of credit can be issued in these situations.

For further information about a credit, reach out to the financial institution where the dispute was filed. This includes banks, card companies, and PayPal.

And remember, LemonBrie is always here to help you navigate the lemony landscape of online shopping! 🍋💖