1. Overview

At Lolocos, we aim to ensure that every customer is satisfied with their purchase. If you are not completely happy with your order, this policy explains how returns, refunds, and replacements are handled.

This policy applies to all purchases made through our website.

2. Eligibility for Returns

We accept returns under the following conditions:

  • The item arrived damaged or defective
  • You received the wrong product
  • The product is unused and in its original condition (where applicable)

To be eligible for a return, you must contact us within 7–14 days of receiving your order (depending on your store setup preference).

3. Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned once opened or used, including:

  • Opened skincare products
  • Used cosmetic items
  • Products not in their original packaging
  • Items damaged due to misuse or improper handling

We reserve the right to refuse returns that do not meet these conditions.

4. How to Request a Return

To initiate a return, please contact our support team with:

  • Order number
  • Product details
  • Clear photos of the item (if damaged or incorrect)
  • Brief explanation of the issue

Once your request is reviewed, we will provide instructions for returning the item if approved.

5. Refund Process

If your return is approved:

  • Refunds will be issued to your original payment method
  • Processing time is typically 5–10 business days after approval
  • Shipping costs (if any) are non-refundable unless the item was faulty or incorrect

You will receive an email confirmation once your refund has been processed.

6. Replacements

If your item is damaged or incorrect, we may offer:

  • A replacement product
  • Store credit
  • Or a full refund (depending on availability and situation)

We aim to resolve all issues quickly and fairly.

7. Late or Missing Refunds

If you have not received your refund:

  • Check your bank account again
  • Contact your payment provider (it may take time to process)
  • Contact your bank (processing delays may occur)

If you still have not received your refund, please contact us directly.

8. Order Cancellations

Orders can only be cancelled if they have not yet been processed or shipped.

Once an order has been dispatched, it cannot be cancelled and must follow the return process.

9. Shipping Returns

If a return is approved:

  • Customers may be responsible for return shipping costs unless the item is faulty or incorrect
  • We recommend using a tracked shipping service
  • We are not responsible for lost return parcels
    10. Damaged or Incorrect Items

If you receive a damaged or incorrect product, please contact us within 48–72 hours of delivery with clear evidence (photos or video).

We will prioritise these cases and offer a fast resolution.

11. Hygiene & Safety Policy

Due to the nature of skincare and cosmetic products:

  • We cannot resell returned used products
  • Hygiene standards are strictly enforced
  • This ensures safety for all customers