Refund policy

Return Policy Distinction: Online vs. In-Store Purchases


At Lola UK, we value your business and want to ensure a clear understanding of our return policy. We offer a distinction between items purchased online and in-store to provide you with the best possible service.

Online Purchases: Full Refund


For items purchased through our online store, we understand that sometimes what you receive may not be exactly what you expected. That's why we're pleased to offer a full refund for online purchases. If you are not satisfied with an item you ordered online, simply follow our return process outlined in our Returns and Exchanges Policy (refer to the specific policy details).

In-Store Purchases: Store Credit

For items bought directly from our physical store locations, we offer store credit as our standard return policy. Store credit provides you with the flexibility to choose other items you prefer within our store. If you wish to return an in-store purchase, we will be happy to issue store credit for the value of the returned item, which you can use for future in-store purchases.

Please understand that this distinction is in place to accommodate the unique circumstances of online and in-store transactions. It allows us to maintain the quality and service standards that our customers expect from Lola UK.

We are here to assist you in making the return or exchange process as smooth as possible, regardless of your purchase method. If you have any questions or need further clarification, please do not hesitate to reach out to our customer service team. Thank you for being a valued Lola UK customer, and we look forward to serving you both online and in our physical stores.Online Returns and Exchanges Policy

 

Online Returns and Exchanges Policy 

At Lola UK, we value your satisfaction with your purchases. If, for any reason, you are not completely satisfied with an item you have purchased online, we offer a hassle-free returns and exchanges policy to make your shopping experience worry-free.

1. Initiate Your Return or Exchange

To start the return or exchange process, please follow these steps:

Submit a return request

Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.

  1. Log in to your account:
  2. In the Email field, enter your email address, and then click Continue.
  3. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
  4. Go back to the online store, and then enter a six-digit verification code.
  5. Click the order that you want to submit the return for.
  6. If your order has more than one item, then select the items that you want to return.
  7. Select a return reason and add a note for the store.
  8. Click Request return.

If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund, excluding the cost of the return.

OR 


- Contact us immediately by emailing sales@lolauk.com or by calling us at ++44 (0)1285 643556 between 10:00 am and 5:00 pm from Monday to Saturday.
- Provide your order number, specify the item(s) you wish to return or exchange, and briefly explain the reason for the return.
- Please include a daytime telephone number so that we can reach out to you if necessary.

2. Return Deadline

We kindly request that you post the item(s) back to Lola within 14 working days of receiving your order.

3. Return Condition

To ensure a smooth return or exchange process, please take note of the following:

- The item(s) must be in their original condition and must be in a saleable state.
- The item(s) should not have been worn and must still have all the original tags attached.
- The original packaging, including shoe boxes for footwear, should be included with the return.

4. Packaging Your Return

As the responsibility for returned items rests with you until they reach Lola, please package your return items securely to prevent any damage during transit. We strongly recommend obtaining proof of posting, as the goods remain your responsibility until they reach our facility.

5. Inspection Process

Upon receipt of your return, we will thoroughly inspect the item(s to ensure they are in their original saleable condition before processing the refund or exchange.

6. Refund Process

We will reimburse you for the value of the returned items at the price you originally paid, excluding the postal cost. Please allow up to 5 business days after we receive your return for the refunded amount to be processed.

7. Returns Address

Ship your returns to:

Lola
10 Black Jack St
Cirencester
Gloucestershire
GL7 2AA
United Kingdom

We appreciate your trust in Lola UK, and we are committed to providing you with a seamless shopping experience. If you have any questions or need further assistance, don't hesitate to contact us using the information provided above.