Refund and Return Policy

At Loulala, we want you to feel completely delighted with every piece you receive. We understand that sometimes an item may not be quite what you expected, or you may simply change your mind. That is why we have established a straightforward refund and return policy to ensure your shopping experience remains as pleasant and worry-free as possible.

Please read this policy carefully before making a return. If you have any questions, our team is always here to assist you at loulala@hotmail.com.

Return Eligibility

To be eligible for a return, the following conditions must be met:

• The item must be returned within 30 days of the delivery date

• The item must be unused, unworn, and in the same condition as when you received it

• All original tags, labels, and packaging must remain intact and attached

• The item must be free from any odours, stains, or signs of wear

• Items purchased on sale or during promotional events may be subject to different return conditions, which will be clearly stated at the time of purchase

Please note that certain items are not eligible for return due to hygiene reasons. These include, but are not limited to, earrings and other pierced jewellery, as well as any items marked as final sale. We encourage you to review the product description carefully before placing your order.

How to Initiate a Return

To initiate a return, please follow these steps:

1. Contact us at loulala@hotmail.com within 30 days of receiving your order. Please include your order number, the item you wish to return, and the reason for your return.

2. Our team will respond with return instructions, including the address to which you should send your package. Please do not send any items back without first obtaining return authorisation from us, as this may delay the processing of your refund.

3. Pack the item securely in its original packaging, ensuring that all tags and labels are attached.

4. Ship the package using a trackable and insured shipping method. We recommend retaining your shipping receipt and tracking number for your records, as we cannot be held responsible for items lost or damaged during return transit.

Return Shipping Costs

Return shipping costs are the responsibility of the customer, unless the return is due to an error on our part, such as receiving a defective item or an incorrect order. In such cases, we will reimburse your reasonable return shipping costs upon verification of the issue.

If you are returning an item for a refund, the original shipping charges paid at checkout are non-refundable, except in instances where we have made an error with your order.

Refunds

Once your returned item has been received and inspected, we will notify you of the status of your refund. If the return is approved, we will process a refund to your original payment method within 5 to 7 business days. Please note that the time it takes for the refund to appear in your account may vary depending on your bank or payment provider.

Refunds are issued for the purchase price of the returned item, excluding any original shipping charges, unless the return is due to our error. If you used a promotional code or discount at the time of purchase, the refund amount will reflect the discounted price paid.

Late or Missing Refunds

If you have not received your refund within the expected timeframe, we kindly ask you to first check your bank account or contact your payment provider, as processing times may differ between institutions. If you have completed these steps and still have not received your refund, please contact us at loulala@hotmail.com, and we will investigate the matter promptly.

Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item for a different size, colour, or style, we recommend returning the original item for a refund and placing a new order separately. This ensures that you receive your desired piece as quickly as possible, as inventory may change during the return process.

Defective or Damaged Items

We take great care in packaging and inspecting every item before it leaves our warehouse. However, in the unlikely event that you receive a defective, damaged, or incorrect item, please contact us immediately at loulala@hotmail.com within 7 days of delivery. Please include your order number, a description of the issue, and clear photographs showing the defect or damage. We will review your case and arrange for a replacement or full refund, including any associated shipping costs.

Final Sale Items

Items marked as final sale are not eligible for return or refund. These items are clearly indicated on the product page and at checkout. Please ensure that you are certain of your purchase before confirming your order for any final sale items.

International Returns

For customers returning items from outside our domestic region, please be aware that you are responsible for any customs duties, taxes, or import fees that may apply to your return shipment. We recommend marking your package as "Returned Goods" on customs forms to avoid any unnecessary charges. We are not responsible for any delays or additional costs incurred during international return transit.

Conditions of Use

By placing an order with Loulala, you acknowledge that you have read, understood, and agreed to this Refund and Return Policy. We reserve the right to refuse returns that do not comply with the conditions outlined above, or to deduct a reasonable restocking fee from your refund if items are returned in a condition that requires additional handling or restoration.

Changes to This Policy

We reserve the right to update or modify this Refund and Return Policy at any time. Any changes will be posted on this page, and the revised date will be indicated at the top. We encourage you to review this policy periodically to stay informed of our current practices.

Contact Us

If you have any questions, concerns, or require further clarification regarding our refund and return process, please do not hesitate to reach out to us. We are here to ensure that your experience with Loulala is nothing short of wonderful.

Email: loulala@hotmail.com

We will respond to all inquiries as quickly and thoroughly as possible.