Return and Refund

Thank you for choosing Lolita Kawaii. This page explains when an order can be cancelled, returned or refunded. The rules differ by product type, so please check which one applies to your item before ordering.

Summary

• In-stock items: returns are accepted within 30 days of delivery if the item is unworn, unwashed and has its original tags and packaging. You pay the return shipping unless we sent the wrong item or it has a quality defect.
• Pre-order items: cancel within 24 hours of ordering for a full refund. Once a pre-order has been processed and production has started, a 65% refund is available. Orders cannot be cancelled after they have been shipped.
• Limited editions, made-to-order and customized items: these pieces are produced specifically for your order, so they cannot be returned or refunded once production has started, unless there is a quality defect or we sent the wrong item.
• Deposits paid on deposit-based pre-orders are non-refundable.
• Clearance items are final sale and cannot be returned or exchanged.

Quality Issues and Wrong Items

We check every item before it ships, and our refund rate is below 1%. If you receive the wrong item, a damaged item or an item with a quality defect, contact us within 30 days of delivery with photos. After verification you can choose one of two options:

1. We resend the correct item with free shipping once you have sent the wrong or defective item back and given us the return tracking number.
2. We refund the item in full after the return arrives. For quality defects and wrong items the return shipping is paid by Lolita Kawaii.

Refunds are issued to the original payment method within 24 hours (including holidays) after we receive and inspect the returned item, and usually appear on your statement within 4 business days.

Returns for Personal Reasons (In-stock Items Only)

If an in-stock item does not suit you (wrong size, changed your mind, does not fit), you may return it within 30 days of delivery. You cover the return shipping cost, usually USD 7 to 30 depending on weight. Shipping and handling fees paid on the original order are not refunded. Size differences are not treated as quality issues, so please compare your measurements with the size chart before ordering (see My Size Guide).

Cancellations

• Within 24 hours of ordering and before we start processing: full refund.
• Pre-order already in production: 65% refund. Pre-sale pieces are new designs that need to be made; we email you when the item has been produced and shipped.
• Limited editions and customized items in production: no cancellation or refund, except for quality defects.
• After dispatch: orders cannot be cancelled.

Return Conditions (Must Read)

• Items must be in pristine condition: unworn, unaltered and unwashed.
• Items must come back with all original tags and packaging.
• Items returned without their original security tag, or with a damaged tag, may see delays in refunds or may not qualify for a refund.
• Footwear returns must include the original, undamaged shoe box. A fee applies if the shoe box is missing.
• COD returns may be refused, or the COD cost deducted from your refund.
• Contact us before sending anything back so we can give you the correct return address.

Changing Your Order's Delivery Address

If you need to change the shipping address, contact us immediately, before your order ships. Changing the address in your account does not update an order that has already been placed. To update an active order, reach us via the online chat or email.

Delivery Problems

1. Customs and duties: if a parcel is returned by customs because duties were refused or the recipient could not be reached, Lolita Kawaii does not cover the customs fees.
2. Change of address after dispatch: keep us updated if you move after ordering; we cannot redirect a parcel that has already been shipped.
3. Natural disasters: in the rare case that a natural disaster disrupts delivery, we will share part of the loss with you.
4. Shipping delays and losses: delays alone do not qualify for a refund, but if the courier officially declares the parcel lost we refund the order in full.

Questions? Email support@lolitakawaii.com; we reply within 24 hours on business days.