Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. All sale items are FINAL SALE and cannot be returned or exchanged.  You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at Contact Support

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note: Return postage cost will be the buyers responsibility, ensure you purchase postage with adequate tracking for safeguarding. Once received, returns will be processed in 10 business days. 

You can always contact us for any return question at Contact Support

After 14 days, we will no longer accept returns or exchanges.

Damages and issues
Please inspect your order upon arrival 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.  Failure to do so in a timely manner, used or purposefully damaged goods will not be accepted for return or exchange.

Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalised items). 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.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

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, undamaged, 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 support@lotteestudios.com

Last updated: April 26th 2024