Thank you for shopping with us. We want you to love every piece of Lolita fashion you receive. If something isn't quite right, we're here to help with a clear and fair return process.

1. Return Eligibility

We accept returns on eligible items within 14 days of delivery. To be eligible for a return, your item must meet the following conditions:

  • Unworn, unwashed, and unaltered
  • Free from perfume, deodorant, makeup, or pet hair
  • In original condition with all tags, ribbons, and brand packaging intact
  • Accompanied by your order number and proof of purchase

Items returned outside the 14-day window or that do not meet these conditions may be refused or subject to a restocking fee.

2. What Can and Cannot Be Returned

Returnable Items

  • In-stock OP, JSK, and SK dresses
  • Blouses, cardigans, and outerwear
  • Unworn shoes in original box with sole stickers intact
  • Bags, parasols, and unopened accessories
  • Jewelry still sealed in its original pouch

Non-Returnable Items

  • Intimate apparel: bloomers, socks, tights, petticoats (once worn)
  • Wigs, false lashes, and hair pieces (hygiene reasons)
  • Pre-order and made-to-measure items (see Section 7)
  • Final-sale and clearance items marked "Non-Returnable"
  • Gift cards and digital products

Important Note on Variations

Slight variations in dye lot, lace trim, ribbon length, or handcrafted details are inherent to Lolita fashion and are not considered defects. Each piece is unique, and minor differences from product photos are normal.

3. How to Request a Return

Step 1: Contact Us

Email us within 14 days of delivery at [email protected] with:

  • Your order number
  • Reason for return
  • Photos of the item (if applicable)

Step 2: Receive Authorization

Our team will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and the correct return address. Do not ship your return until you receive this authorization.

Step 3: Pack and Ship

  • Repack the item carefully in its original packaging
  • Include your RMA number on the outside of the package
  • Use a trackable shipping method—untracked returns travel at your own risk

Step 4: Inspection and Refund

We inspect all returned items within 3-5 business days of arrival. Once approved, your refund will be processed according to Section 4.

4. Refunds and Processing Time

Refund Method

Approved refunds are issued to your original payment method. Processing times vary:

  • Credit/debit card: 5-10 business days
  • PayPal: 1-3 business days
  • Bank transfer: up to 10 business days

What Is Refunded

  • Standard returns: Product price only (original shipping costs are non-refundable)
  • Our error (wrong/defective item): Full refund including shipping costs

Deductions

  • Promotional discounts and gift-with-purchase value are deducted if the qualifying threshold is no longer met after the return
  • A restocking fee of $5-10 USD per item may apply for returns due to personal preference

5. Exchanges

Due to limited stock availability, we handle exchanges as a two-step process to ensure you receive your desired piece:

Exchange Process

  1. Place a new order for the replacement size or style to reserve your item
  2. Return the original item following the standard return process (Section 3)
  3. Receive refund once the returned item passes inspection

Exchange Fees

  • You are responsible for return shipping costs
  • A handling fee of $5-10 USD per item may apply
  • Customs fees (if any) are the customer's responsibility

6. Damaged, Defective, or Wrong Items

We inspect every parcel before dispatch, but if something arrives in imperfect condition:

What to Do

  • Contact us within 7 days of delivery at [Insert Email Address]
  • Include your order number and clear photos of:
    • The outer packaging/box
    • The defect or damage
    • The shipping label

Our Resolution

For confirmed quality issues, wrong items, or our error, we offer:

  • Full refund including shipping costs
  • Free replacement (subject to availability)
  • Store credit for future purchases

We cover return shipping for damaged/defective/wrong items via prepaid label or reimbursement of receipted postage.

Minor Damage

For minor issues (loose button, small dirt, slight glue separation) that do not affect wearability:

  • We provide repair guidance
  • Partial refund ($3-10 USD) to cover local repair costs
  • Full returns for minor damage are evaluated on a case-by-case basis

7. Pre-Orders and Custom-Sized Items

Pre-order pieces and made-to-measure items are produced specifically for you after your order is placed:

Return Policy

  • Pre-order and custom-sized items are final sale
  • They cannot be returned for change-of-mind reasons
  • Defective or misprinted items are still covered under Section 6

Cancellation Policy

  • Pre-orders can be cancelled within 48 hours of purchase for a full refund
  • After production begins, cancellations are not permitted
  • Made-to-measure items cannot be cancelled once production starts

8. Order Cancellation

In-Stock Orders

  • May be cancelled within 12 hours of placing the order
  • Contact us at [Insert Email Address] before the order is packed
  • Once handed to the courier, orders cannot be cancelled—please follow the return process after delivery

Refund Timeline for Cancellations

Order Status Refund Amount
Payment received, not yet processed 100% refund
In processing, not yet shipped

Refund minus $5 per item handling fee
Already shipped

Standard return policy applies (Section 3)

9. Return Shipping Costs

Customer Pays Return Shipping

  • Change of mind
  • Fit or style preference
  • Personal reasons not related to quality

We Pay Return Shipping

  • Wrong item shipped
  • Defective or damaged item
  • Significant quality issue

International Returns

  • Customers are responsible for return shipping costs for personal preference returns
  • Any customs duties or taxes incurred on returns are not refundable
  • Please ensure returns clear your local customs properly

10. Lost or Stolen Packages

Lost in Transit

If your package is confirmed lost by the carrier:

  • Free reshipment (if item is in stock)
  • Full refund (if item is out of stock or you prefer)
  • Exchange for another item of equal value

Stolen After Delivery

  • We are not responsible for packages stolen after delivery confirmation
  • Please file a police report and contact your local carrier
  • We recommend using a secure delivery location

Required Documentation

To process a lost package claim, we require:

  • Carrier confirmation of loss
  • Proof of identity matching the shipping address
  • Signed statement confirming non-receipt

11. Unclaimed or Returned Packages

If a package is returned to us due to:

  • Incorrect address provided by customer
  • Failure to claim package from customs or local post office
  • Refusal to pay customs duties

Resolution Options

  • We will contact you to arrange reshipment
  • You are responsible for new shipping fees and any applicable taxes
  • Free storage for up to 3 months from the return date
  • After 3 months, unclaimed items are considered abandoned

12. EU Customers – Right of Withdrawal

If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason.

How to Exercise This Right

  • Email us at [email protected] within 14 days of delivery
  • Return the item with tracking within 3 days of initiating withdrawal

Costs and Fees

  • You are responsible for return shipping costs and any customs duties
  • A restocking fee of 20% of the item's value will be deducted
  • Refund is processed within 14 days of receiving the returned goods

Exemptions

The right of withdrawal does not apply to:

  • Custom-sized garments made to your measurements
  • Personalized products with custom text, images, or designs
  • Items marked as final sale

13. Non-Refundable Situations

We cannot provide refunds under the following circumstances:

  • Package returned due to refusal to pay customs duties
  • Package undelivered due to address change after shipment
  • Package lost due to natural disasters (partial compensation may apply)
  • Delivery failure due to incorrect address or phone number provided by customer
  • Shipping delays during transit
  • Package reported lost without supporting documentation from carrier

Contact Us

Shipping inquiries are handled by our dedicated logistics team:
[email protected]