Refund policy

Last updated: September 7, 2026

This Return and Refund Policy explains when a Lolitaovia order may be canceled, returned, replaced, exchanged, or refunded; the steps customers must follow; and who pays the related shipping costs. It applies to business-to-consumer purchases of physical products made through lolitaovia.com.

Policy Overview

The table below summarizes the main rules. The detailed sections that follow explain the conditions, process, costs, and timing that apply to each type of request.

Approved returns are accepted by mail only. Hygiene-sensitive products have additional restrictions, while sale and promotional products are not automatically final sale.

Definitions and Time Periods

• A calendar day includes Saturdays, Sundays, and public holidays.
• A business day is Monday through Friday and excludes U.S. federal public holidays.
• Delivery means the date on which the customer receives the parcel. If carrier tracking shows delivery but the parcel has not been received, the separate 2-business-day reporting process under “Confirmed Lost or Misdelivered Packages” applies from the carrier’s delivery scan.
• Approval means Lolitaovia has reviewed a request and sent the customer written confirmation of the approved return, refund, replacement, exchange, or cancellation.
• The merchandise amount is the amount actually paid for the applicable product after discounts. It does not include a separately paid shipping charge unless this policy expressly states otherwise.
• A refund is initiated when Lolitaovia submits it to the original payment method. The customer’s bank, card issuer, or payment provider may then require additional time to post the funds.

Request deadlines are measured from delivery unless a section states a different starting point. Return-shipping deadlines are measured from the date on which Lolitaovia sends the approval email.

How to Request a Return, Refund, or Exchange

Email help@lolitaovia.com within the deadline that applies to the request. Do not send the product before receiving written instructions.

Include:

• the customer’s name, order number, and email address used at checkout;
• the delivery date and the product, size, color, or other variant concerned;
• a clear description of the issue and the requested outcome; and
• the supporting photographs, video, labels, packaging, or other information described in the applicable section below.

Keep the product, original tags, packaging, accessories, included components, and shipping materials while the request is being reviewed. We may ask for information reasonably needed to confirm the order, product condition, reported issue, or delivery event.

Approved Return Process

Approved returns are accepted by mail only. We do not accept in-store or walk-in returns. Unless the United Kingdom statutory cancellation section or another applicable non-waivable consumer right provides a different return period, an approved return must be handed to the carrier within 3 calendar days after the approval email is sent. Follow the packaging, carrier, and warehouse instructions in the approval email and, if Lolitaovia provides one, use the supplied label. Retain the carrier receipt, tracking record, or other proof of return until the request is complete.

Return transit time depends on the origin, carrier, and mailing service. The warehouse will inspect a returned product within 1 calendar day after receiving it. The applicable refund, replacement, or exchange timing then follows the relevant section below.

Quality Problems, Incorrect Items, and Transit Damage

Contact us within 30 calendar days after delivery if a product has a quality problem, the item received—including its size, color, or other variant—does not match the order confirmation, or the product arrives damaged during carrier transit.

Provide the order number, a written description of the issue, clear photographs or video showing the affected product and the problem, and photographs of the product tag, outer packaging, and shipping label. For transit damage, also photograph all visible parcel damage and retain the inner packaging. Keep the product and all packaging until we provide instructions.

After approval, the customer may choose either:

• a refund to the original payment method; or
• a free replacement of the affected product.

If a return is required, Lolitaovia sends a prepaid return label by email with the approval instructions for the customer to download and print. Lolitaovia pays the approved return shipping cost and the shipping cost for an approved replacement. The customer must hand an approved return to the carrier within 3 calendar days after the approval email, unless our written instructions state that no return is required.

An approved replacement will be handed to the carrier within 3 business days after the replacement is approved, and we will provide a new tracking number. This is a shipment deadline and does not mean the replacement will arrive within 3 business days.

If no return is required, an approved refund will be initiated within 7 business days after the refund is approved. If a return is required, the refund will be initiated within 7 business days after the warehouse receives the returned product and completes its inspection confirming that the approved return conditions were met.

Refund Amount

• If only part of an order is affected, the refund is the merchandise amount actually paid for the approved affected product or products. Any original Standard Shipping charge paid for the order is not refunded solely because part of the order is affected.
• If the entire order is affected and the complete order is returned, the refund includes the merchandise amount actually paid for all returned products and any original Standard Shipping charge actually paid by the customer.
• If the order qualified for free shipping, there is no original shipping charge to refund.

Size Exchanges

Contact us within 2 calendar days after delivery to request an exchange for a different size. A size exchange is available only when the product is unworn, unwashed, unaltered, free from odors, stains, damage, or other signs of use, and returned with all original tags attached. Original packaging, accessories, and included components should also be retained and returned where reasonably possible.

A product with a removed or detached tag is not eligible for a size exchange. This restriction does not affect a valid claim for a quality problem, incorrect item, transit damage, or a right that applicable law does not allow us to exclude.

The customer pays:

• the cost of returning the original product to the United States return warehouse; and
• the cost of shipping the replacement product.

Before approving the exchange, customer service will disclose the replacement shipping charge and obtain the customer’s agreement. Lolitaovia does not charge a restocking fee. The approved product must be handed to the carrier within 3 calendar days after the approval email.

Return transit to the United States warehouse normally takes approximately 7–8 calendar days after carrier handoff. This is an estimate, not a guaranteed arrival time.

The warehouse will inspect the product within 1 calendar day after receipt. If it meets the conditions above and the requested size is available, the replacement will be handed to the carrier within 3 calendar days after inspection approval, and a new tracking number will be provided.

If the requested size is unavailable, we will contact the customer. The customer may choose to wait for restocking or request a refund. If a refund is selected, Lolitaovia will initiate a refund of the merchandise amount actually paid for the returned product to the original payment method within 7 business days after the customer confirms that choice.

Change of Mind, Color or Style Preference, or Item No Longer Needed

For orders delivered to the United States (including U.S. territories), Canada, Australia, or Japan, Lolitaovia does not accept a return or exchange solely because the customer changed their mind, preferred a different color or style, or no longer needs the product.

Please review product descriptions, included components, measurements, size guidance, colors, and selected variants before ordering. This rule does not affect the quality, incorrect-item, transit-damage, or size-exchange processes above, or any right that applicable law does not allow us to exclude. United Kingdom customers should read the statutory cancellation section below.

Hygiene-Sensitive Products

Lingerie and other intimate apparel, socks, swimwear, wigs, hair accessories, and earrings are not eligible for a voluntary, non-quality return or exchange after sale. This restriction does not prevent a customer from reporting a genuine quality problem, incorrect item, or transit damage within 30 calendar days after delivery, and it does not limit non-waivable statutory rights.

Where the United Kingdom statutory cancellation right applies, a hygiene-sensitive product is eligible for a non-quality cancellation return only if its original hygiene seal remains intact and unopened. Once that seal has been opened or removed, the product is not eligible for a non-quality cancellation return, to the extent permitted by applicable law.

United Kingdom Statutory Cancellation Right

Where the United Kingdom statutory cancellation right applies, the customer may cancel without giving a reason by notifying help@lolitaovia.com within 14 calendar days after receiving the goods. After sending the cancellation notice, the customer must send the applicable goods back within a further 14 calendar days.

The cancellation notice should identify the customer, order number, goods being canceled, and a clear statement that the customer wishes to cancel. We will provide the United States return warehouse address and return instructions. For a non-quality cancellation, the customer pays the direct cost of return shipping.

For a non-quality return under this section, the customer may handle the goods only as reasonably necessary to establish their nature, characteristics, fit, and appearance, as they would in a store. The goods should be returned unworn other than for a limited try-on, unwashed, unaltered, and free from odors, stains, damage, or other signs of use. Original tags, packaging, accessories, and included components should be retained and returned where reasonably possible.

If handling goes beyond what is reasonably necessary and causes a demonstrable loss in the value of the goods, Lolitaovia may reduce the refund only by the amount of that actual loss in value and only to the extent permitted by applicable law. We will explain the reason and basis for any reduction. This does not affect the customer’s 14-calendar-day cancellation right or another non-waivable right.

For cancellation of the entire order, the refund includes the amount actually paid for all canceled goods and the original Standard Shipping charge actually paid by the customer. For cancellation of only part of an order, the refund includes the amount actually paid for the canceled goods; the original outbound shipping charge is refunded only where applicable law requires it. Lolitaovia offers Standard Shipping only. A free-shipping order has no original outbound shipping charge to refund.

We will initiate the applicable refund to the original payment method without undue delay, normally within 7 business days, and in all cases no later than 14 calendar days after we receive the returned goods or, if earlier, acceptable evidence that they were sent back. Acceptable evidence means a carrier-issued receipt or tracking record showing that the goods were handed to the carrier for delivery to the authorized return address. The customer’s bank or payment provider may then require up to an additional 7 business days to post the refund.

The hygiene-seal restriction above and any other statutory exception apply only to the extent permitted by law. Nothing in this policy limits a United Kingdom consumer right that cannot lawfully be waived or excluded.

Cancellations and Changes Before Shipment

Before an order is shipped, customers may request cancellation or a change to the shipping address, size, or color by emailing help@lolitaovia.com. Send the request as soon as possible. A cancellation or change is effective only after Lolitaovia confirms it in writing.

If a cancellation is successfully completed before shipment, Lolitaovia will initiate a full refund to the original payment method within 7 business days after confirming the cancellation. We do not charge a cancellation fee.

After an order has shipped, it cannot be canceled or modified. This does not remove an applicable United Kingdom statutory cancellation right or another right that applicable law does not allow us to exclude.

Confirmed Lost or Misdelivered Packages

If the carrier confirms that a package was lost or delivered to the wrong location, the customer may choose either a free replacement or a refund for the affected product or products.

• Replacement: Lolitaovia will hand the replacement package to the carrier within 3 business days after the loss or misdelivery is confirmed and will provide a new tracking number. This does not mean the replacement will arrive within 3 business days.
• Refund: Lolitaovia will initiate a refund to the original payment method within 7 business days after the loss or misdelivery is confirmed.

If only part of the order is affected, the refund is the merchandise amount actually paid for the affected product or products. If the entire order is affected, Lolitaovia will issue a full refund of the amount paid for the order, including any original Standard Shipping charge actually paid.

If carrier tracking shows delivery but the package cannot be found, contact help@lolitaovia.com within 2 business days of the delivery scan. Lolitaovia will compare the order shipping address with the carrier’s delivery photograph, address details, and recorded delivery coordinates and will open a carrier investigation. If the carrier confirms loss or misdelivery, the replacement and refund choices above apply. This 2-business-day period applies only to a package marked delivered but not received; it does not replace the 30-calendar-day request period for a quality problem, incorrect item, or transit damage.

Incorrect Address, Refused Delivery, or Uncollected Packages

If a package is returned because the customer supplied an incorrect or incomplete address, refused delivery, or did not collect the package, the warehouse will inspect it within 1 calendar day after receipt. Customer service will then contact the customer, who may choose either:

• reshipment to a confirmed eligible address after paying a USD $12.99 reshipping charge; or
• a refund of the merchandise amount to the original payment method.

The original shipping charge paid on an order below the free-shipping threshold is not refundable in this situation. If the order originally qualified for free shipping, Lolitaovia does not deduct the shipping cost already incurred from the merchandise refund.

If the customer chooses a refund, Lolitaovia will initiate the merchandise refund within 7 business days after the warehouse inspection is completed. The customer’s bank or payment provider may then require up to an additional 7 business days to post the refund.

Item Unavailable After Payment

Lolitaovia does not sell preorder products.

If we determine during post-payment fulfillment that an item cannot be fulfilled, Lolitaovia will notify the customer no later than 3 calendar days after payment. The customer may choose to wait for restocking or receive a refund. We will not substitute a different product, size, color, or variant without the customer’s agreement.

If only part of an order cannot be fulfilled, the refund is the merchandise amount actually paid for the unavailable product or products. If the entire order cannot be fulfilled, the refund is the full amount paid for the order, including any original Standard Shipping charge actually paid. Lolitaovia will initiate the refund to the original payment method within 7 business days after the customer confirms that choice.

Refund Method, Fees, and Timing

Refunds are initiated to the original payment method. Lolitaovia does not charge a cancellation fee, restocking fee, or refund processing fee. Sale and promotional products follow the same eligibility rules as regularly priced products and are not automatically final sale. Any refund is based on the amount actually paid after the applicable discount.

Unless a section above states a more specific starting point, an approved refund will be submitted to the original payment method within 7 business days after approval. After Lolitaovia initiates the refund, the customer’s bank, card issuer, or payment provider may require up to an additional 7 business days to post the credit. This additional posting period is controlled by the financial institution.

Multiple Issues and No Double Recovery

If more than one rule may apply, accurately describe every issue when contacting us. We will assess the request using the order records, product condition, delivery information, supporting evidence, and applicable law. A customer may not receive duplicate refunds, replacements, exchanges, reimbursements, or other recovery for the same product or loss.

Nothing in this policy limits a remedy or consumer right that applicable law does not allow Lolitaovia to waive or exclude.

Company Information

For a cancellation, return, exchange, replacement, or refund request, contact Lolitaovia using the information below.

When contacting us, include the information listed under “How to Request a Return, Refund, or Exchange.”

Messages received on Saturdays, Sundays, or U.S. federal public holidays are handled on the next day that customer support is open.

Return address notice: The business address above is not a return warehouse and does not accept unauthorized returns. Approved returns must be sent only to the United States return warehouse address supplied in the approval email.