Delivery and Payment

This section explains how to place an order in the La mela online store, what payment methods are available, how much delivery costs and within what time you will receive the Goods.

How to Place an Order

Placing an order takes a few minutes and does not require registration.

1. Select the Goods. In the catalogue, open the page of the item you are interested in. The page states the name, volume, ingredients (INCI), directions for use, storage conditions, shelf life and the final price in tenge.
2. Add the Goods to the cart. Click the "Add to cart" button. You can add more than one unit of an item, and you can also add other catalogue items to the cart.
3. Go to the cart. Click the cart icon at the top of the screen. Check the contents of the Order and, if necessary, change quantities or remove items. The cart displays the total amount payable.
4. Click "Place order". The checkout page will open.
5. Provide your contact details: first and last name, mobile telephone number, e-mail address. Choose the means of contact convenient for you: telephone call, WhatsApp, Instagram Direct or e-mail. If you have chosen a messenger, provide your WhatsApp number or Instagram account. The operator will use these contact details to reach you and confirm the Order.
6. Provide the delivery address: city and address. For delivery to other settlements, choose the Kazpost JSC post office where it is convenient for you to collect the Order. At this step, the estimated delivery time is displayed on the screen.
7. Check the total amount. The Order block states the cost of the Goods, the cost of delivery and the total amount payable. Delivery is free of charge; no additional fees are charged.
8. Confirm your acceptance of the terms. Tick the box confirming your acceptance of the Public Offer and the Privacy Policy. Without this tick, the payment button remains inactive. The separate tick for receiving news and information about promotions is optional — you may leave it unticked.
9. Select a payment method and click "Pay". You will be redirected to the bank's secure payment page.
10. Pay for the Order. After a successful payment you will return to the Website, to the page showing the number and status of your Order.
11. Receive confirmation. An e-mail with the contents of the Order will be sent to the e-mail address you provided. The fiscal receipt is generated by our cash register at the moment of payment, and the link to it is sent to the same e-mail address.
12. Await the operator's call. Within one business day the operator will contact you through the communication channel you selected, and will confirm the contents of the Order and the delivery address. Once confirmed, the Order is handed over for delivery.

If you are unable to place an order on the Website, call us at +7 701 013 0748, write to info@lamelacosmetics.com or send us a message on Instagram Direct at our account @lamelacosmetics — the operator will place the Order for you.

Please note: WhatsApp and Instagram belong to a foreign company, and your correspondence is processed on its servers outside Kazakhstan. If you prefer to avoid this, select communication by telephone or e-mail — this has no effect whatsoever on the placement and delivery of the Order. For details, see section 5.6 of the Privacy Policy.

Cost of the Goods and Delivery

• All prices on the Website are stated in tenge (KZT) and are final.
• Limited Liability Partnership "La Pomme Group" is not a value added tax payer; VAT is not charged on the cost of the Goods.
• Delivery throughout the territory of the Republic of Kazakhstan is free of charge. Delivery is not a separate chargeable service: its cost is included in the price of the Goods, is not shown as a separate line in the Order and is not charged to you in addition.
• No additional fees are charged. The amount you see in the "Total due" block before clicking the payment button is the final amount to be debited. The store does not add to it any fee for card payment or for placing the Order.
• Your issuing bank may charge its own fee for the transaction (for example, for currency conversion if the card was issued in a currency other than tenge). Such a fee is set by your bank and not by the store, and its amount should be clarified with the bank that issued the card.

Payment Methods

By payment card online. Cards of the international payment systems Visa International, Mastercard Worldwide, UnionPay International and American Express, issued by banks of the Republic of Kazakhstan and of other states, are accepted. Payment is made on the secure payment page of the acquiring bank using 3D Secure technology. Your card details are not transferred to the store and are not stored on our Website. For further details, see the "Payment Security" section.

By electronic payment services. The list of available services is displayed on the payment page during checkout.

By bank transfer. For legal entities and individual entrepreneurs, payment by invoice to the Seller's settlement account is available. To obtain an invoice, write to info@lamelacosmetics.com stating the contents of the Order and the details of your organisation. The Seller's details for payment: IIC KZ90601A861041465101 (KZT), BIC HSBKKZKX, Halyk Bank of Kazakhstan JSC, BIN 240940003095.

Payment is made at the moment the Order is placed. Cash on delivery and payment upon receipt are not available.

Rules and Terms of Payment

• The Order is deemed paid from the moment the acquiring bank confirms the successful completion of the payment.
• If the payment has failed, the Order is not created, no funds are debited and the Goods are not reserved. You may repeat the payment attempt or select another method.
• If payment is not made on the payment page within 30 minutes, the Order is cancelled automatically and the Goods are returned to sale.
• A fiscal receipt is generated for each successful payment in accordance with Article 166 of the Code of the Republic of Kazakhstan "On Taxes and Other Obligatory Payments to the Budget". The receipt is generated by the seller's cash register at the moment of payment and passed to the fiscal data operator; the link to the receipt is sent to the e-mail address you provided.

Delivery

Delivery is carried out throughout the territory of the Republic of Kazakhstan.

Almaty and Astana — Delivered by Us

Orders within Almaty and Astana are delivered by our own employees. No third-party courier service is engaged.

The delivery time is up to 2 (two) business days from the moment the Order is confirmed by the operator. We contact you in advance and agree a convenient date and time.

Other Cities and Settlements of Kazakhstan — by Kazpost

Dispatch is carried out by Kazpost JSC. The Order is handed over only at the Kazpost post office that you select when placing the Order. Delivery to the door and collection from parcel lockers are not available.

The estimated delivery time is from 3 to 10 business days from the moment the consignment is handed over to the postal service. The exact estimated time for your city is displayed on the checkout page before payment.

The tracking number is sent to your e-mail after the Order has been handed over at the post office — as a rule, within one business day of the Order being confirmed. The consignment can be tracked on the Kazpost website using that number.

What the Delivery Times Depend On

The period starts running on the business day following the day on which the operator confirms the Order. Weekends and public holidays established by the legislation of the Republic of Kazakhstan are not counted towards the period.

Delivery times to the regions are stated as estimates and depend on the postal service's working hours and workload, on weather conditions and on the transport accessibility of the settlement. If delivery takes substantially longer than stated, contact us and we will send an enquiry to the postal service.

Delivery Restrictions

• Delivery is carried out only within the territory of the Republic of Kazakhstan. Delivery outside the country, including international shipping, is not available.
• We have no self-pickup or pickup points of our own. In Almaty and Astana we bring the Order to the address you provide; in other settlements the Order is handed over at the Kazpost JSC post office you have selected.
• There are no export or licensing restrictions on the delivery of the Goods, since the Goods do not leave the territory of the Republic of Kazakhstan.
• Delivery to certain hard-to-reach settlements may take longer.

If the Order Could Not Be Handed Over

If the Order could not be handed over at the address provided, or the consignment was not collected at the post office within the storage period established by the postal service, the Order is returned to the Seller. We will contact you to arrange a repeat delivery.

A repeat delivery for reasons attributable to the Buyer is carried out at the Buyer's expense and at actual cost, which we will tell you in advance. If you refuse a repeat delivery, the funds paid for the Goods are refunded less the costs actually incurred for the delivery and return of the consignment.

Cancellation of an Order

You may cancel a paid Order without stating reasons at any time before it is handed over for delivery — that is, until the Order has received the "Shipped" status. As a rule, you have at least one business day after payment to do so.

To cancel, call +7 701 013 0748 or write to info@lamelacosmetics.com, stating the Order number. The funds are refunded in full in the manner described in the "Exchange, Return and Refund" section.

After the Order has been handed over for delivery, cancellation is possible by way of returning the Goods — see "Exchange, Return and Refund".

The Seller, for its part, is entitled to cancel the Order if the ordered Goods are not in stock, or if it has not been possible to contact you within 3 business days despite no fewer than three attempts. In both cases the funds are refunded in full.

Acceptance of the Goods

Upon receipt, we recommend that you check, in the presence of our employee or the post office employee:

• the conformity of the Goods to the Order (name, volume, quantity);
• that the package contents are complete;
• the integrity of the packaging and the absence of external damage.

If the packaging is damaged or the contents of the Order do not correspond to what was ordered, record this upon receipt and contact us immediately. Claims as to quantity or external defects in the packaging that are raised after the Goods have been accepted without comment may not be accepted.

Contacts

• Customer support telephone: +7 701 013 0748
• E-mail: info@lamelacosmetics.com
• Working hours: daily from 09:00 to 20:00 (UTC+5). Orders on the Website are accepted around the clock.

The Seller's full company details are set out in the "Contacts and Company Details" section.

Language of the document

This document is published in the Kazakh, Russian and English languages. Legal force is vested in the Kazakh and Russian texts, which have equal legal force.

The English text is published for the convenience of foreign customers, has no legal force and shall not apply in the event of any discrepancy with the Kazakh and Russian texts — in such case the Kazakh text shall prevail.

Any discrepancy between the texts shall be eliminated by publishing a corrected edition.