If you do not find your answer here, please get in touch here or email us at
Do I need an account to place my order?

You can shop without creating an account. However, if you register with us, you’ll enjoy the following
• Track your orders and review past purchases
• Request an exchange or return directly from your account
• Save your address and card details so you can shop even quicker in the future.

How do I reset my password?

If you‘ve forgotten your password, request a link to reset it or follow the ‘Forgot password’
instructions on this page.

How do I redeem my digital giftcard?

Purchasing a digital gift card creates a unique code. You will receive the gift card and the personal
code directly after you purchased. The gift card recipient can enter this code at checkout to subtract
the gift card value from their order total.

When will I receive my order?

Your order will be processed the same day when ordered before 10pm (CET), otherwise the next day.
You will receive an email with tracking information once your order ships. 
We ship Monday to Friday excluding public holidays. Le Rub relies on courier services to ship all
orders. Deliveries are done on working days during regular business hours; not on holidays.

Can I return my order?

Returns can only be requested if you have an account. You have 14 days to return your order.
To be eligible for a return, your item must be unopened, unused, and in the same condition that you
received it. It must also be in the original packaging.
You will be responsible for paying the shipping cost for returning your item(s). Shipping costs are non-
refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
All approved returns must be sent back to us with a trackable shipping method.
Once your return is received and inspected, we will send you an email to notify you that we have
received your returned item. We will also notify you of the approval or rejection of your refund.
If your retursn is approved, then your refund will be processed, and a credit will automatically be applied to your
credit card or original method of payment, within a certain amount of days.

Do I need to pay Duties?

VAT is included in our purchase prices. Custom duties, taxes and related charges are applicable to
their order upon delivery, if your order is being shipped outside of the EU, you may need to pay duties
or taxes and related charges in order to receive your order. There could be a delay in delivering your
order if you don’t pay the charges immediately. 
Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as
customs policies and import duties vary widely from country to country. We recommend contacting
your local customs office for current charges before you make an order, to avoid any unexpected
If for any reason you don’t pay the import or duty charges, then we have the right to charge you for
any additional costs that might be charged to us because of this. Once you have paid, your order will
be delivered to you.

Please note that if you are requesting a refund for an item you paid duty for, we are unable to refund
the duty as it is not collected by us.

I'm unable to place an order for some reason, what should I do?

Please send an email to customercare@lerub.com and hopefully we can help identify the problem.

When will my order be charged?

If you pay by Debit Card or PayPal, Le Rub will collect the payment when your order is placed on our
If you pay by Credit Card, the payment is usually taken once your order is processed and ready to
ship, though your bank or card issuer may reserve the order amount in your account immediately.

Which payment methods do we accept?

Apple Pay
Google Pay

Is my personal data protected?

We keep your personal data private and confidential and only use it with your consent or if legally
permitted to. For further details, please see check our Privacy Policy.

Why doesn’t Le Rub ship to my country?

Maybe this is due to international trading agreements and/or local customs restrictions. Or we may be
unable to ship certain items to your location because of market sunscreen regulations. We'll let you
know if this is the case once you proceed to order. In any case, we’re always working to expand to
more territories, including yours so please stay tuned for more updates here.

Didn't find the information you we're looking for?

Don't worry, we are happy to answer all your questions! Send an email to customercare@lerub.com.
We aim to respond within 24 hours, however, during busy periods like holidays, we may take a little
longer getting back to you.