Return & Exchange
General Conditions
❤Return Period: Returns or exchanges for eligible items are accepted within 15 days of the date your order was delivered.
❤Condition of Items: To be eligible for a return, the item must be returned in its pristine, original, and resalable condition. This means it must be unworn, unwashed, unaltered, and free of any signs of wear, such as perfume, makeup stains, pet hair, or smoke odors.
❤Original Packaging: All returns must include the original packaging and all tags must be attached to the garment.
❤Proof of Purchase: A valid receipt or proof of purchase is required for all returns and exchanges.
Return & Exchange Procedure
❤To begin your return or exchange process, please follow these simple steps:
Step 1: Get in Touch. Email our customer service team at service@lolitaera.com. Please provide your order number, a clear description of the issue, and photos of the item.
Step 2: Await Our Guidance. Our team will review your request and provide you with detailed instructions and the specific return address. Please do not send your item back until you have received our approval.
Step 3: Ship Your Return. Securely package the item and send it back using a trackable and insured shipping method. Please note that you are responsible for all return shipping costs, unless the return is due to an error on our part.
Eligibility for Returns & Exchanges
Returns and exchanges are handled based on the reason for the request:
1. Returns with Our Full Support
This policy applies when the issue is due to our error. In these cases, we will cover the return shipping costs and arrange for a replacement or a full refund. This includes:
- You received an item that is incorrect or different from your order.
- The item arrived defective, broken, or of poor quality.
You must report these issues within 3 days of delivery and provide clear photo or video evidence.
2. Exchanges for Personal Reasons
This policy applies if the return is for a personal reason. In these cases, you are responsible for all shipping costs, including the return shipping and the cost to send the replacement item. This includes:
- You ordered the wrong size.
- The item's color appears slightly different from the photos due to lighting, display resolution, or camera settings.
- You have had a change of mind or the item does not suit your personal taste.
In cases where a free standard shipping order is returned, we reserve the right to deduct the original shipping cost from your refund. For orders that were upgraded to expedited shipping at no cost to you, a deduction of $30 to $60 will be made from the refund to cover the expedited shipping costs if the order is returned.
Items Not Eligible for Return or Exchange
The following items are considered Final Sale and cannot be returned or exchanged:
❤Customized Items: Items that are custom-made, altered, or modified in any way.
❤Final Sale & Clearance Items: Products explicitly marked as 'Final Sale' or sold during a clearance event.
❤Personal Use & Hygiene Items: This includes intimate apparel, hosiery, swimwear, lingerie, bodysuits, and accessories.
❤Gifts: Items marked as gifts are not eligible for return.
❤Items Damaged by Misuse: We cannot accept responsibility for damage caused by misuse, improper operation, or incorrect maintenance.
Changing or Canceling Your Order
Order Modification
❤Change Size or Color: You may request to modify your size or color options only if your order has not yet been shipped. For "Tailored" items, you must contact customer service for modifications before production has been scheduled. Once production has begun, no modifications are possible.
Change Shipping Address
❤Before Shipment: To change the shipping address for an order that is still being processed, please contact our customer service team by email at service@lolitaera.com.
❤After Shipment: Once an order has shipped, we will attempt to contact the courier to change the address for you. Any costs incurred for this address change will be your responsibility. Please note that changing the address in your personal account will not update the shipping address for orders that are already being processed.
Order Cancellation
You may cancel an order that has been paid for but has not yet been shipped. If you wish to cancel an order that has already shipped, you must follow our standard return policy.
Cancellation and refund proportions are based on the order's status:
| Order Status | Refund Proportion |
| Not Processed (Within 24 hours) | 100% |
| Processed (Within 24-72 hours) | 90% |
| Ready for Shipment (More than 120 hours) | Refund of shipping fee only |
❤Important Notes:
Once a "Tailored" order has been processed, it cannot be canceled.
If an order has been shipped, we must wait for the package to be returned or recovered before a refund can be arranged.
Refund Details
❤Processing Time: Once we receive your return and it passes our quality check, your refund will be processed within 3-5 business days.
❤Refund Method: The refund will be issued to the original payment method you used at checkout.
❤Non-refundable Fees: Original shipping fees are non-refundable.
Please allow an additional 7-10 business days for the funds to appear in your account, as this depends on your bank or payment provider's processing time.
International Orders & Returns
For all international returns, you are responsible for covering all return shipping costs, including any customs duties, taxes, or other fees that may be incurred upon re-entry into our country.
A Few Important Notes
❤Incorrect Address: If a package cannot be delivered due to an incorrect address provided by you, we are not responsible for the cost of re-delivery or a refund.
❤Lost/Stolen Packages: Once your tracking number shows that the package has been successfully delivered, we are not responsible for stolen or lost packages.
❤Third-Party Purchases: This policy only applies to items purchased directly from the official lolitaera website. We cannot accept returns or exchanges for products purchased from unauthorized third-party sellers.