SPECIAL NOTICE FOR MONTH OF DECEMBER

We are extending our return and exchange request window to 30 days from the date in which you receive your order for all orders placed in the month of December (12/1/18 - 12/31/18) to accommodate holiday gift purchases. This policy will revert back to our regular 14 day requirement on January 1st, 2019. Please email asklola@lolaandsophie.com with any questions and we'll be happy to help.


RETURNS



PROCEDURE

If you are not completely satisfied with your Lola & Sophie purchase, you can return / exchange it within 14 days of the date that you receive your package.

1. E-mail Lola & Sophie at returns@lolaandsophie.com to request a return authorization. Please include the following information in your e-mail:

  1. Your Full Name
  2. Invoice or Order Number
  3. Style Code / Color / Size
  4. Reason for Return / Exchange


2. You will receive an e-mail response within two business days. Please note that return requests are not processed on holidays or weekends. Upon receiving your Return Authorization, please print the form and the shipping label; place the return authorization form inside of your package and attach the shipping label to the outside of the package. Make sure to remove any original labels that came on your package to prevent shipping exceptions or delays.

3. Drop your package off to any FedEx shipping location within 5 days; there is no cost to you if you use the pre-paid FedEx shipping label that we e-mail you along with your Return Authorization form.

4. You will be notified by e-mail when your refund credit has been issued or when your replacement items have been shipped.

If you decide to use USPS as your carrier for shipping instead of using the calltag / pre-paid shipping label that Lola & Sophie provides you with, please send items to:

Lola & Sophie Returns Department
 307 West 38th Street, Suite 1010
 New York, NY 10018

REQUIREMENTS

  1. Items must not have been worn/altered/damaged and the original tags must still be attached.
  2. Lola & Sophie can only accept returns that were purchased from our website, LolaAndSophie.com.
  3. Lola & Sophie is not responsible for packages that are not received.
  4. Lola & Sophie reserves the right to deny refund or exchange requests if the merchandise does not meet our return policy requirements.
  5. Items must not have been marked as 'Final Sale' at time of purchase.


FINAL SALE

Items marked as 'Final Sale' on the website when you place an order cannot be returned for a refund at any time. Lola & Sophie will honor color and/or size exchange requests if and only if the inventory for the same style permits the request to be fulfilled. Under no circumstances will we exchange a 'Final Sale' item for a different style. Please follow the same procedure outlined above to request a size and/or color exchange for a 'Final Sale' item if necessary.

You can request a copy of your invoice up to a year from the date that you placed your order to see which items were marked as 'Final Sale' by writing a request to returns@lolaandsophie.com.

DISCOUNTS & PROMOTIONS

Did you order using a promo code? If you are returning your order in its entirety, you will be credited the actual dollar amount charged to the credit card not including any promotional value. In the event of a partial return, the discount amount will be split among the items ordered and credited accordingly.

REFUNDS

All approved refunds will be processed within 14 business days of Lola & Sophie receiving your return package. Please account for time in transit and weekends when estimating when your return will appear as processed online. Your credit card issuer may require additional days to process the credit before posting to your account. All refunds will be credited to the original form of payment. Original shipping charges are non-refundable. Lola & Sophie is not responsible for returns that are not received. Lola & Sophie reserves the right to modify its exchange and return policy.

If you placed your order with a registered account on our website, you have the ability to view your previous and current orders by logging into your account and viewing them from your dashboard. Any refunded items will be shown in the order details on your dashboard however they will not be updated until after your original payment source has been credited.

You can always contact us at returns@lolaandsophie.com prior to, during, or after your return package is in transit for assistance at any time. We respond to return inquiries within 24 hours between Monday and Friday from 9:00 AM through 5:00 PM eastern standard time, excluding holidays and weekends. You can also track your return package by using our package tracking customer care page. The tracking number for your return package can be found on the shipping label / call tag that you received from our returns department after your return request was approved.

EXCHANGES

To exchange an item for a different size or color, please e-mail Lola & Sophie at returns@lolaandsophie.com for assistance in exchanging your item. Our customer service team is available to assist you. Please be aware that exchanges may not always be possible for a specific size or color combination based on stock of the requested style. We ship your replacement style(s) after receiving your returned item(s) within 2 business days. You will be notified by email with package tracking information as soon as your exchange package ships.

INTERNATIONAL RETURNS

Please e-mail Lola & Sophie at returns@lolaandsophie.com for a return authorization form. Please send back your return using a shipping carrier of your choice. Lola & Sophie is not responsible for returns that are not received.