Refund policy

Exchange Policy
We want you to love your purchase! If the item doesn't fit perfectly, we offer hassle-free size exchanges within 7 days of delivery.

What We Accept:
Exchanges for a different size of the same item (within 7 days).

  • Opening the package, inspecting, and trying the item while the courier is present.
  • The courier will wait at the door until you make your decision.
  • Size exchange only at delivery, subject to availability.

 

What We Don't Accept:

  • Any returns or exchanges after payment is completed and the courier leaves.
  • Returns for a full refund.
  • Exchanges for different items.

Once the courier leaves, the order is considered accepted and final.

Multiple Items Orders:

 

  • The first item is payable on delivery.
  • Starting from the third item, a 20% advance payment is required as a purchase confirmation.
  • Orders including three items or more will not be processed without the advance payment.

Kindly note:

shipping fees are paid in advance to ensure a smooth delivery process, as courier companies charge these fees upfront, and to confirm the seriousness of the order.

—Contact us within 48 hours: If you miss the opportunity to exchange at delivery, contact us within 48 hours for alternative exchange instructions. A shipping fee will apply to exchanges processed after delivery acceptance.

Please Note:
Items must be unwashed, unworn, and in their original packaging with all tags attached.
Shipping costs for new sizes are the responsibility of the customer (except for exchanges refused at delivery).
The shipping fee will be charged for exchanges requested after delivery acceptance and processed through our customer service team.
If you have any questions about sizing or exchanging an item, please feel free to contact us for assistance.

You can always contact us for any return question at info@lollas.com.eg.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@lollas.com.eg.