RETURNS



PROCEDURE

If you are not completely satisfied with your Lola & Sophie purchase, you can return/exchange it within 30 days of the original order date. Lola & Sophie gladly accepts the return of merchandise in its original condition (unworn, unwashed, with tags attached) or defective/damaged merchandise. Refunds for merchandise requested within 30 days will be credited in the same form as the original payment method. We kindly ask our customers to provide reasons for returns and exchanges only to better our brand.

Go to returns.lolaandsophie.com or use the following buttons to request or check the status of a return request:


Start a new return

Check on an existing return


You will receive an e-mail response immediately after submitting your return or exchange request which includes instructions on how to complete your return/exchange. The e-mail will contain a pre-paid UPS shipping label so that there is no cost to you, the customer, to return your merchandise. After you have created a new request using returns.lolaansophie.com, please follow these instructions to ship your package to the Lola & Sophie Returns Department:

1. Download and print the return shipping label from your e-mail.
2. Package the merchandise safely to ensure that it remains undamaged during transit.
3. Print a copy of your order confirmation e-mail or include a copy of the packing slip that you received with your order and place it inside of the box.
4. Securely attach the shipping label to the outside of the box. You can use the box that the item(s) arrived in or another box if you prefer, just make sure there are no labels except for your return shipping label visible on the exterior of the package.
5. Take the package to any authorized UPS drop-off location no later than 5 business days to allow for adequate transit time. Please be aware that returns received after 10 business days of return approval date are subject to refusal by our warehouse.

You will receive an additional e-mail when we receive your items as well as when your refund has been issued back to your original payment source. Refunds are issued back to your original payment source within 1 to 14 business days of Lola & Sophie receiving your merchandise. If you requested an exchange, you will receive a shipping confirmation e-mail as soon as your replacement ships. An exchange replacement order ships within 2 business days of Lola & Sophie receiving your original merchandise.

If you have a special request or need a return shipping label through a different courier, please e-mail Lola & Sophie at returns@lolaandsophie.com and allow up to 2 business days for a response.


REQUIREMENTS

  1. Items must be unworn, unwashed, not altered, and the original tags must still be attached.
  2. Items must be free of stains, makeup, deodorant, or wear.
  3. Lola & Sophie can only accept returns that were purchased from our website, LolaAndSophie.com, and through Facebook or Instagram checkout.
  4. Lola & Sophie is not responsible for packages that are not received.
  5. Lola & Sophie reserves the right to deny refund or exchange requests if the merchandise does not meet our return policy requirements.
  6. Lola & Sophie reserves the right to refuse any packages shipped to our Returns Department without a shipping label and RMA number authorized by our returns system.
  7. Item(s) 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. Our Online Returns System does not allow requests for 'Final Sale' styles to be submitted so we kindly request that you e-mail returns@lolaandsophie.com to request a size and/or color exchange for a 'Final Sale' item if necessary. We have no additional inventory aside from what is shown on our website for 'Final Sale' styles.

You can request a copy of your invoice up to one 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.


DAMAGED ITEMS

Should you receive a damaged item, please use our Online Returns System as you would any other return request. There is an option after you select your item where you can indicate that you received the item in damaged condition. We kindly ask that you use the option to upload a photo of the garment if you're able to show the damage or problem with the merchandise while submitting your return request. If you are unable to provide a photo of the damage for any reason, please continue to submit the return request without the photo and someone from our Returns Department will reach out to you through e-mail if necessary.

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 your payment source. In the event of a partial return, the discounted amount will be split amongst the items ordered (that were eligible for discount at time of purchase) and credited accordingly. If you used a one-time usage promo code for an order being returned in its entirety, we will gladly reset the code so that it can be used again at a later time (excluding time-restricted sale event codes and special event codes). Please contact returns@lolaandsophie.com if you need a promo code reset for an order that was returned in its entirety.

EXCESSIVE RETURNS

Our Client Services Team handles situations in which a customer's return history may be indicative of fraudulent activity or wardrobing. In these situations, a member of our Client Services Team will reach out to discuss the situation and work with you to either resolve the issue or determine if we need to refuse service going forward. While we never want to reject an existing customer, we must ensure the welfare and comfort of all Lola & Sophie customers as well as protect our brand integrity.

RESTOCKING FEE

Are there any restocking fees? No. Lola & Sophie does not charge a restocking fee under any circumstance. The only cost associated with an order total that is not refundable is original the shipping charge. We understand online shopping requires trial and error to find the perfect fit and style which is why we never charge restocking fees and always provide pre-paid return shipping labels.

REFUNDS

All approved refunds will be processed within 1 to 14 business days of Lola & Sophie receiving your returned merchandise. 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 time to process the credit before posting to your account. All refunds will be credited to the original form of payment without any exceptions. 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 but will honor policy in place at the time of a purchase made in the event that this occurs.

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 and it may take up to 2 business days to reflect that your return/exchange is completed in your customer dashboard.

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 2 business days 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 and can be found by re-entering your order number and order e-mail address at returns.lolaandsophie.com.

EXCHANGES

Exchange requests are made using the same Online Returns System mentioned above in the 'Procedure' section of this page. Please visit returns.lolaandsophie.com to begin a new exchange request or check on the status of an existing exchange request. After entering your order number and e-mail address used to place your order, you'll be able to select the items that you would like to exchange (if they are eligible) and then provide explanation for what you would like to exchange for. We only exchange sizes and colors for the same style. Under no circumstance are we able to exchange an item for a different garment. If you would ilke to exchange for a different garment altogether, we recommend requesting a regular return for refund and then purchasing the different style garment. If you'd like to check availability of an exchange request prior to submitting one or have any questions pertaining to an exchange, someone from our Returns Department will gladly assist you. Please e-mail Lola & Sophie at returns@lolaandsophie.com for assistance and provide a detailed message. 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 merchandise within 2 business days. You will be notified by e-mail with package tracking information as soon as your exchange package ships. All exchange items are reserved after a request is received so that they will not sell during transit time of your package reaching our Returns Department.

INTERNATIONAL RETURNS

Please e-mail Lola & Sophie at returns@lolaandsophie.com for a return authorization form and to discuss shipping options. Our automated Online Returns System will not be able to generate a shipping label if you are outside of the United States but someone from our Returns Department will be happy to assist in getting your return or exchange completed successfully. Lola & Sophie is not responsible for returns that are not received.

RESERVED RIGHTS

Lola & Sophie reserves the right to solely define and lmit, refuse, and/or reject returns from customers at any time due to:

  1. An irregular or excessive returns history indicative or "wardrobing".
  2. An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items.
  3. Potential fraudulent or criminal activity.

Similarly, Lola & Sophie reserves the right to refuse service to any customer or entity due to similar actions as noted above. Non Lola & Sophie items sent to our Returns Department will be discarded upon receipt.


If you have any further questions, please visit the Contact Us page for ways to get in touch!