Help Center
Find answers to common questions about your account, orders, and more.
Getting Started
How do I create an account?
Click "Sign Up" at the top of any page. Enter your email, create a password, and verify your email address. You can also sign up using Google or Facebook.
How do I browse products?
Use the Shop menu to browse by category — Beauty, Jewelry, or view all products. You can filter by price, rating, and more using the sidebar filters.
Is it safe to shop on Lemonade?
Yes. All transactions are encrypted with SSL technology. We partner with verified global suppliers and every product is quality-checked before listing.
Account & Profile
How do I reset my password?
Go to Login, click "Forgot password," and enter your email. We'll send you a reset link within a few minutes.
How do I update my shipping address?
Go to your Account settings > Addresses. You can add, edit, or remove addresses. Make sure your default address is correct before placing an order.
Can I delete my account?
Yes. Go to Account > Settings > Delete Account. Note that this is permanent and cannot be undone. Download any order data you need first.
Orders & Shipping
How do I track my order?
Go to Orders in your account, or use the Track Order page with your order number and email. You'll receive tracking updates via email.
How long does shipping take?
Domestic orders arrive in 3–7 business days. International shipping takes 7–14 business days depending on the destination.
Can I change my order after placing it?
Orders enter processing within 1 hour. Contact support immediately if you need changes — we can usually modify orders within that window.
Payments & Billing
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, and Apple Pay. For select regions, we also support mobile money and bank transfers.
Is my payment information secure?
Absolutely. We use PCI-compliant payment processing through Stripe. Your card details are never stored on our servers.
Do you offer refunds?
Yes. We offer a 30-day return policy for most items. See our Returns page for full details.
Returns & Refunds
What is your return policy?
We accept returns within 30 days of delivery. Items must be unused and in original packaging. Some items like personalized jewelry are non-returnable.
How long do refunds take?
Once we receive your return, refunds are processed within 5–7 business days. The amount will appear in your account within 3–5 additional days.
Do you cover return shipping?
We provide a free return shipping label for defective or incorrect items. For other returns, the shipping cost is deducted from your refund.
Contact Support
How do I contact support?
Email us at support@finelemonade.com or use the Contact form. Our team responds within 24 hours, Monday through Friday.
Do you have phone support?
We currently offer support via email and WhatsApp. Our team is available 9 am – 6 pm EAT.
What is your WhatsApp number?
You can reach us on WhatsApp at +254 700 000 000. This is the fastest way to get a response.