Returns & Exchanges
What is the Return Policy?
If you are not completely satisfied with your lola & sophie shop purchase, you can return or exchange it within 30 days of the order shipping date. We accept the return of merchandise in its original condition (unworn, unwashed, with original tags attached) or defective/damaged merchandise. Refunds for merchandise requested within 30 days will be credited in the same form as the original payment method or as online store credit which you'll specify during your return request. We kindly ask our customers to provide reasons for returns and exchanges only to better our brand.
Requirements
• Items must be unworn, unwashed, not altered, and the original tags must still be attached.
• Items must be free of stains, makeup, deodorant, wear, or scent.
• We can only accept returns for merchandise that was purchased from our website, lolaandsophieshop.us, and through Facebook or Instagram checkout. We are not able to accept returns or honor exchange requests from merchandised purchased at one of our retailers.
• We are not responsible for packages that are not received.
• We reserve the right to deny refund or exchange requests if the merchandise does not meet our return policy requirements.
• We reserve the right to refuse any packages shipped to our returns department without a shipping label generated by our returns system.
• Item(s) must not have been marked as 'Final Sale' at time of purchase. This includes all styles in our 'Last Chance' category (styles priced $65.00 and below) as well as face masks.
Which items can be returned?
All items priced above $65.00 (including those on sale) at the time of your purchase can be returned for a refund to your original payment source, store credit, or exchanged for a different item.
All items priced $65.00 and below at the time of your purchase are ineligible for return or exchange. Items priced $65.00 and below are those located in our 'Last Chance' category which are marked as final sale. We are also unable to accept the return of face masks.
How do I request a return or exchange?
Please visit ourStart a Returnpage to request a return shipping label for either a refund or an exchange. If you choose to return your style(s) for refund, they will only be credited back to your original form of payment. You can also find this link in the footer of our website on a desktop computer and in the slide-out sidebar menu on mobile devices.
Can I return a Gift Card?
Gift cards are considered final sale purchases and are not eligible for return at this time.
What is the cost to return item(s).
Return for Refund
If you request to return any items from your order for a refund to your original payment source, there is a $8.99 fee for the return shipping label which will be automatically generated and emailed to you upon completing your return request. This fee is automatically deducted from your refund total.
Return for Exchange If you choose to exchange any items from your order, we cover the cost of the shipping label for you and there will be no fee for receiving your return shipping label.
Is there a restocking fee?
No, we do not charge a restocking fee.
When will my exchange order ship?
Your exchange order will be fulfilled and held for up to 30 days after you request your exchange. We ship your exchange order either the same or next business day after our fulfillment center receives your original order back. You will receive email notifications that your exchange order has been shipped as soon as it's on the way.
When will I receive my refund?
We process all returns and exchanges that we receive within 7 to 10 business days. After we check your return in, you'll be notified by email that your refund or exchange order is on its way.
For refunds, the amount of time that it takes to see the refund reflected in your account after we process your return can vary greatly depending upon how you paid for your order. Orders paid by credit card directly typically take 2 to 5 business days to show on your statement. Orders placed by third party payment methods (PayPal, Afterpay, Amazon Pay, Google Pay) can take between 6 to 10 business days to reflect on your statement.
The item that I received is damaged. How do I exchange it?
Despite multiple quality checks to ensure that our merchandise is shipped at desired quality levels, mistakes can happen and items can become damaged during packing and/or transit. We apologize for any inconvenience that receiving a damaged item may have caused you.
Pleasecontact usso a member of our client services team can rectify the situation immediately for you. There are no shipping label charges for damaged items and we'll ship you a replacement item (pending availability) right away otherwise issue you a refund if a replacement item is unavailable or out of stock.