Return policy

We understand that sometimes you might want to return some items that you have ordered. If that is the case, please complete the return and refund process and we will check your return/refund request within 24 hours.

Please note that items must be returned within 14 working days of receiving your order. Furthermore, all tags (including the security tag) must be intact and attached to the item. Please be aware that we do not accept any returns if the tags are broken or missing. Items that are worn, washed, damaged or dry cleaned will not be accepted. Please also note, that reduced goods cannot be exchanged or returned.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return cannot be accepted.

You can always contact us for any return question at info@lolatong.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Shipping costs

As a small business, unfortunately, we cannot offer free return shipping as some of the bigger brands do. Therefore, we will deduct CHF 5.50 (or the equivalent in any other currency) from your refund.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@lolatong.com.