Return policy
Order Cancellations (If Applicable)
- If you cancel your order within this 24-hour window, you will receive a full refund.
After 24 hours, cancellations may not be possible as your package will likely have been processed and shipped. Once your order has been processed by our warehouse, no further changes can be made.
How to Return a Product (If Applicable)
If applicable, you may return the product within 30 days of receiving it, provided it is unused and in its original packaging.
To initiate the return process, please contact our Customer Service Team at contact@loftlola.com
We will provide you with the necessary instructions to proceed with the return.
Return Shipping Costs
Customers are responsible for the shipping fees when returning products. Please note that return shipping costs are non-refundable. However, we do not charge restocking fees.
For added assurance, we recommend using a shipping method with tracking or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
Once we receive your returned product, you will be notified via email. After inspecting the item, we will process your refund within 7 business days, and the credit will be applied to your original payment method.
Defective or Damaged Products
If you receive a defective or damaged product, you are entitled to a replacement or refund, depending on your preference.
To validate your claim, please contact our Customer Service Team and send a video of the defective product. Once we confirm that the defect is a manufacturing issue, we will promptly process the replacement or refund at no additional cost.
If the return is due to our error (e.g., incorrect or defective product), we will cover the return shipping costs.
Incorrect Shipping Address
It is the buyer’s responsibility to ensure that their shipping address is correct at the time of purchase.
If you suspect that the shipping address provided was incorrect, please contact our Customer Service Team within 24 hours of placing your order.
Once an order has been processed, changes to the shipping address may not be possible.
Lost or Stolen Packages
Loft Lola assumes no responsibility for packages that are lost or stolen.
If tracking shows that your package was delivered but you did not receive it, please contact your shipping carrier to file a claim.
If you need assistance with this process, feel free to reach out to our Customer Service Team for guidance.
Shipping Fees and International Orders
Customers are responsible for covering all shipping fees associated with international orders.
Loft Lola is not responsible for customs duties, taxes, or currency exchange fees on international orders.
If you have any questions regarding international orders, please contact us at contact@loftlola.com
At Loft Lola, we strive to make your shopping experience seamless and hassle-free. If you have any questions or concerns regarding your return, exchange, or refund, please don't hesitate to Contact Us or email us at contact@loftlola.com
We are here to help!
Dedicated Customer Service
We’re here to help with any questions regarding your order, shipping, or returns. Our team is committed to providing timely and friendly assistance throughout your experience with us.
Shop with confidence. we're here every step of the way.
We value every message and aim to respond within 24 to 48 business hours.
Company Name: Loft Lola
Address: Rua Kumamoto, 575, Cotia, São Paulo, 06716-762, Brazil
E-mail: contact@loftlola.com
Phone: +61 2 9037 2183
Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM
Contact Form: Contact Us
