Refund & Return
1. Eligibility for Returns:
We accept returns under the conditions listed below.
Items must be:
- unworn
- unwashed
- clean and odor-free
- free of stains, deodorant, perfume, make-up, pet hair, or damage
- returned in a condition suitable for re-selling
- ideally in original packaging
“Unworn” means no visible signs of use beyond a simple try-on.
Items that do not meet these standards may be partially refunded or declined entirely.
2. No Exchanges (Please place a new order):
Because each item is produced on demand specifically for you, we cannot offer exchanges for size, color, or style.
If you would like a different size or item, simply place a new order.
If you need help choosing the right size, our team is happy to assist!
3. Defective or Incorrect Items (48-Hour Window):
If your item arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery.
Email support@lolitasinz.com with:
- your order number
- clear photos of the item
- photos of packaging (if applicable)
If confirmed, we will replace the item free of charge.
Claims submitted after 48 hours may not be accepted.
4. EU Customers – 14-Day Right of Withdrawal:
If you are located in the European Union, you have a 14-day statutory right of withdrawal.
To request a return:
- Email support@lolitasinz.com within 14 days
- Include photos of the unused item
- Wait for our approval and instructions
Unauthorized returns cannot be processed.
Refunds are issued once the item is received and inspected.
5. Non-EU Returns (Store Credit Only):
Customers outside the EU may return items under these conditions:
- No exchanges
- Refunds are issued as store credit only
- A 20% restocking fee is applied
- Customer pays return shipping
- Customs/import fees cannot be refunded
Store credit can be used on future purchases — it does not expire.
6. How to Start a Return (All Regions):
To begin a return:
- Email support@lolitasinz.com
- Attach clear photos of the item (front, back, details)
- Wait for return approval
- Once received, we inspect the item within 3–5 business days
Returns sent without email approval may be rejected.
7. Return Shipping Responsibility:
Customers are responsible for:
- all return shipping costs
- safe packaging
- keeping proof of shipment
We do not provide return labels unless the item arrived damaged or incorrect.
8. Tracking & Lost Parcels (Important):
We strongly recommend tracked shipping.
- If the parcel arrives, we process the return (even without tracking).
- If the parcel is lost and no tracking/proof is provided, we cannot issue a refund or store credit.
This is in accordance with EU law, where the customer bears the transit risk for returns.
9. Value Deductions (Up to 100%):
If a returned item shows signs of:
- wearing
- washing
- stretching
- damage
- odors
- stains
- heavy handling
- missing hygiene integrity
we may apply a value deduction up to 100%, depending on severity.
Heavily used or damaged items may be non-refundable.
10. Customs, Import Fees & Refused Parcels:
International parcels may incur:
- customs duties
- import taxes
- handling/brokerage fees
These costs are:
- not included in our prices
- not refundable
- the responsibility of the customer
If a parcel is returned to us because customs/import fees were not paid,
we are unable to issue a refund or store credit.
These are classified by carriers as refused shipments, and fees cannot be recovered.
11. Sale Items:
All sale or discounted items are final sale and cannot be returned or refunded.
12. Final Notes:
Thank you for supporting our small made-to-order brand.
These policies allow us to operate sustainably and fairly for every customer.
If you need help or have any questions, we’re always here — just send us an email at:
support@lolitasinz.com