FAQ

Lolitaovia focuses on Sweet, Classic, Gothic, and Ouji Lolita clothing and accessories. Available products and variants are shown on the website.

Review the measurements and size guide on the specific product page. Sizing may vary between designs, so a familiar size label alone may not provide the best comparison. For help before ordering, email help@lolitaovia.com with the product link and relevant measurements.

Our base and settlement currency is USD. Depending on location and checkout availability, customers may see prices and complete checkout in a supported local currency. The currency and final amount shown at checkout apply to the order.

Payments are processed through Shopify Payments. The store is configured to support Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay, Discover, UnionPay, and Diners Club. Availability varies by location, device, currency, and checkout eligibility, so the methods displayed during live checkout are the methods available for that transaction. PayPal is not accepted.

Orders are processed within 1–3 business days after payment is completed and the order confirmation email is sent. Processing occurs Monday through Friday, excluding U.S. federal public holidays. The daily cutoff is 5:00 p.m., Los Angeles time. An order placed after the cutoff is treated as received on the following business day.

A business day is Monday through Friday and excludes U.S. federal public holidays. A calendar day includes Saturdays, Sundays, and public holidays. Each policy states which unit applies to a particular processing, transit, return, replacement, cancellation, or refund period.

Orders ship from the United States. We do not ship to PO boxes or military addresses.

Depending on the destination and order, shipping may be handled by USPS, UPS, DHL, or YunExpress. A local delivery partner may complete the final part of a shipment.

Estimated total delivery time is approximately 8–15 calendar days for the United States, U.S. territories, and Canada; 9–17 calendar days for the United Kingdom; and 10–18 calendar days for Australia and Japan. These estimates combine 1–3 business days of processing with the applicable carrier transit range. Weekends may extend the calendar-day total, while U.S. federal public holidays and orders placed after the daily cutoff may extend it further. Delivery dates are estimates and are not guaranteed.

Orders with a discounted merchandise subtotal of at least USD $69.99 qualify for free shipping. Standard shipping is USD $12.99 when the discounted merchandise subtotal is below USD $69.99.

Yes. Lolitaovia pays applicable customs duties and import taxes for destinations covered by the Shipping Policy. If a carrier or customs authority unexpectedly asks for payment, contact us before paying so we can review the request.

Every shipment receives a tracking number. If an order is divided into multiple packages, each package receives its own tracking number. Use the link in the shipping confirmation email or visit the Order Tracking page at https://lolitaovia.com/apps/17TRACK.

Contact help@lolitaovia.com within 2 business days of the delivery scan. Before contacting us, check the order address, mailbox, delivery area, safe locations, carrier notice, household members, neighbors, reception, or building staff as appropriate. Include the order number, tracking number, delivery address, and a summary of the checks completed. We will compare the order shipping address with the carrier’s delivery photograph, address details, and recorded delivery coordinates and open a carrier investigation. If the carrier confirms loss or misdelivery, the customer may choose a free replacement or a refund under the Shipping Policy and Return and Refund Policy.

After the warehouse receives and inspects a package returned because of an incorrect or incomplete customer-supplied address, refused delivery, or non-collection, the customer may choose reshipment for USD $12.99 or a refund of the merchandise amount. Any original Standard Shipping charge paid is not refunded in this situation; no shipping cost is deducted from an order that originally qualified for free shipping. If a refund is selected, Lolitaovia initiates it within 7 business days after the warehouse inspection is completed.

Before shipment, contact us to request cancellation or a change to the shipping address, size, or color. A request is effective only after Lolitaovia confirms it in writing. An approved pre-shipment cancellation receives a full refund to the original payment method, initiated within 7 business days after confirmation, with no cancellation fee. After shipment, the order cannot be canceled or modified through this process; mandatory rights remain unaffected.

Return eligibility depends on the reason. A product quality problem or an item sent incorrectly must be reported within 30 calendar days after delivery. Size-exchange requests must be submitted within 2 calendar days and meet the item-condition requirements. Voluntary returns for a change of mind, color, or style are generally not accepted except where applicable law provides otherwise. Read the Return and Refund Policy before sending any item.

Contact help@lolitaovia.com within 30 calendar days after delivery. After approval, the customer may choose a refund to the original payment method or a free replacement. Lolitaovia hands an approved replacement to the carrier within 3 business days. If a return is required, Lolitaovia provides a prepaid return label and pays the approved return shipping cost; Lolitaovia also pays the shipping cost for an approved replacement. A refund for part of an order covers the amount actually paid for the affected product. If the entire order is affected and returned, the refund includes the amount paid for all returned products and any original Standard Shipping charge actually paid. Refund timing follows the Return and Refund Policy.

Contact help@lolitaovia.com within 30 calendar days after delivery. Arrival damage is handled under the same quality-claim process. After approval, the customer may choose a refund or a free replacement. Lolitaovia pays approved return and replacement shipping costs and provides a prepaid return label when a return is required.

Keep the item, outer and inner packaging, shipping label, and any carrier notice while the request is reviewed. Include the order number, tracking number, a description of the damage, and reasonably available photographs. Unless our written instructions state that no return is required, hand an approved return to the carrier within 3 calendar days after the approval email. If no return is required, an approved refund is initiated within 7 business days after approval; if a return is required, it is initiated within 7 business days after the warehouse receives and inspects the product.

Sale and promotional items follow the same return rules as regularly priced items. They are not automatically final sale.

The Return and Refund Policy states when Lolitaovia initiates each type of approved refund. After initiation, the customer’s bank or payment provider controls the additional posting time. Refunds return to the original payment method, and Lolitaovia does not charge a refund processing fee.

Do not send complete payment credentials. Email help@lolitaovia.com with the customer name, order number when available, transaction date, amount and currency, payment status, and only the last four card digits when relevant. A pending entry may be a bank authorization rather than a completed charge. See Payment Methods for the investigation process.

Send a privacy request or complaint to help@lolitaovia.com and clearly identify its type. Include the relevant order number or page URL, the issue, requested outcome, and non-sensitive supporting information. The Privacy Policy, Your Privacy Choices, and Legal Notice explain the applicable process.

Lingerie and other intimate apparel, socks, swimwear, wigs, hair accessories, and earrings are not eligible for voluntary, non-quality returns or exchanges after sale. Quality, incorrect-item, and transit-damage remedies and non-waivable statutory rights are not affected. Where the United Kingdom statutory cancellation right applies, a hygiene-sensitive product may be returned for a non-quality cancellation only if its original hygiene seal remains intact and unopened, to the extent permitted by law.

Email help@lolitaovia.com, call +1 424-435-0091, or use https://lolitaovia.com/pages/contact. Customer service is available Monday–Friday, 9:00 a.m.–5:00 p.m., Los Angeles time, and is closed on Saturdays, Sundays, and U.S. federal public holidays. We provide an initial response within 24 hours, excluding those closed days.