Return & Exchange
1. Change Size or Color
IMPORTANT: All garments are made to our own size charts and are NOT standard sizes. Please read the size chart on each product page carefully before ordering.
Before Processing:
You may change your size or color if your order has not entered processing.
Once Processed:
NO size or color changes can be made once your order enters production or processing.
2. Change Shipping Address
Act Fast:
Please contact us AS SOON AS POSSIBLE, before your order is shipped, via live chat or by email at Info@lolitaera.com with your new address.
After Shipping:
Once shipped, the address cannot be changed. You will need to collect the parcel at the original address or arrange redelivery with the local courier.
3. Lost Parcels: When We Are Not Liable
We are not responsible for parcel loss in any of these situations:
- You moved without informing us before shipping.
- No one is available at the address, or you cannot be reached by phone during delivery.
- The local courier returns or discards the parcel after repeated failed delivery attempts.
- You do not reply to our emails or text messages.
4. Order Processing
Verification:
Every order is checked for stock availability and payment before production is arranged.
Schedule:
Orders placed on weekends begin processing the following Monday.
Out-of-Stock Notice:
If an item is out of stock, we will contact you by email. Please use a valid email address.
Delivery Time:
Delivery lead time does not include Sundays or public holidays.
5. Cancellation & Refunds
| Cancelled within 24 hours and not yet processed | 100% refund |
| In-stock orders that have entered processing | 85% refund |
| Pre-order items that have started production | 70% refund |
| Orders already shipped | No cancellation / no refund |
Refund Timeline:
Approved refunds are returned to your original payment method within 3-5 business days.
6. Returns & Exchanges
Strict Deadline: Return or exchange requests made more than 3 calendar days after delivery are NOT accepted.
Step 1:
Contact us via live chat or email within 3 days of receiving your package.
Step 2:
If approved, our team will send you the return address.
Step 3:
Ship the package within 3 days after approval.
Step 4:
You are responsible for all return shipping fees. Please use a trackable, insured service. A 30% restocking fee applies to returns.
Size Policy:
A garment that does not fit is NOT a quality defect. All items are made to our specific size charts, not standard sizing.
7. Return Eligibility
- Garments must be unworn, unaltered and unwashed.
- All original hangtags must be intact, and items returned in original packaging.
- Missing or damaged hangtags may lead to a rejected or delayed refund.
- Footwear must come in its original, undamaged shoe box. Do not stick shipping labels on the shoe box.
Non-refundable:
Original shipping fees and service handling fees are non-refundable in all cases. Clearance items are final sale and cannot be returned or exchanged.
Final Liability Notice: You are responsible for any loss or damage to a parcel caused by failing to collect it on time, unreachable contact details, or unpaid customs duties. No refunds are issued in these cases.