Refund policy

Returns & Refunds

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be unused and in the same condition that you received it, with any original tags and packaging where applicable. You’ll also need proof of purchase.

To request a return, please contact us at thelolastore@outlook.com with your order number. Returns should be sent to:

The Lola Store
100–102 Kings Road Arches
Brighton and Hove
Brighton
BN1 2FN

Unless your item is faulty, damaged or incorrect, you are responsible for return postage costs. Please do not send items back before contacting us.

Damaged, faulty or incorrect items

Please contact us as soon as possible if your order arrives damaged, defective or incorrect so we can put things right. Your statutory consumer rights are unaffected.

Exceptions

Certain items cannot be returned for a change of mind where permitted by law, including personalised or custom-made goods, perishable goods, and sealed items that cannot be returned for health or hygiene reasons once opened.

Gift cards are non-returnable.

Sale items

Sale items are covered by the same statutory consumer rights as full-price items.

Online cancellation rights

For UK online orders, you also have the legal right to tell us within 14 days of receiving your order that you wish to cancel. You then have a further 14 days to return the goods.

Refunds

Once we receive and inspect your return, we’ll let you know whether your refund has been approved. Approved refunds will be made to your original payment method.

Where required by UK consumer law, we will also refund the standard delivery charge. Any additional amount paid for an upgraded delivery service is not refundable.

Please allow your bank or card provider additional time to process the refund after we issue it.

If you have any questions about a return, contact thelolastore@outlook.com.