This page is arranged as part of the LolitaFetch help series so policy and support information stays easy to scan without losing the site's editorial look.

LolitaFetch FAQ

Clear answers about sourcing, pricing, sizing, pre-orders, delivery and returns. For an order-specific question, email support@lolitafetch.com with your order number.

About LolitaFetch

What is LolitaFetch?

LolitaFetch is a UK-registered Lolita fashion retailer and EGL editorial platform. We curate products from independent Taobao and Lolita brands, translate listings and options, support international checkout, and coordinate sourcing, inspection and delivery.

Are your products authentic?

We source from original brands or their authorised storefronts and do not knowingly sell replicas. Supplier packaging and brand tags are included when the brand provides them. If you want to verify a particular listing, contact us before ordering.

Why can a brand name look different from Taobao?

Many independent brands do not publish an official English name. We translate names and options for international customers, so romanisation or spelling can differ between platforms. The underlying brand and product remain the reference.

How does your pricing work?

Prices start from the source price and are converted into the store currency using our category rules. The displayed product price also supports sourcing, listing translation, payment processing, inspection, customer service and store operations. It is not a promise to match the raw Taobao price. Shipping and any applicable tax or duty are shown separately at checkout unless stated as included.

Is checkout secure?

The store and checkout are hosted by Shopify. Available payment methods are shown at checkout and may include major cards, PayPal, Shop Pay, Apple Pay or Google Pay depending on your country and device. We do not normally receive your full card number.

Ordering and availability

What does “in stock” mean?

Unless an item is specifically labelled as stock already held by LolitaFetch, “in stock” can mean it is currently available from the original brand or supplier. We normally source, inspect, pack and dispatch these items in about 3 UK business days, but supplier availability can change.

How long do pre-orders take?

Most pre-orders take around 2–8 weeks after the brand’s pre-order window closes, but each brand sets its own schedule. Use the estimate on the product page as the guide for that item. We will contact you if the brand announces a material delay or cancellation.

What if my order mixes available and pre-order items?

The order normally ships when every item is ready. If you want separate shipments, contact us before or promptly after ordering. Extra delivery charges may apply, and we will confirm them before arranging the split.

Can I change or cancel an order?

Contact us as soon as possible. We can change product options or addresses only while sourcing and fulfilment status allow. For most online goods, consumers may also have a legal right to cancel before delivery and for 14 days after receipt. A pre-order label alone does not remove that right; a lawful exception may apply to goods genuinely made to your specifications or clearly personalised. See the Refund & Return Policy.

Sizing and product help

Can you help me choose a size?

Yes. Send the product link, your bust, waist, shoulder width, height and any fit concern. We can help interpret the brand’s size chart, shirring and custom-size options. Sizing advice is guidance because fit preferences and brand construction vary.

Do you support plus-size shoppers?

Yes. We highlight full shirring, adjustable construction, custom sizing and pieces with more flexible measurements. Start with our Curvy-Friendly collection or ask us to help search.

Shipping, tracking and customs

How long does delivery take?

Available items are normally processed in about 3 UK business days. Standard tracked international transit is generally estimated at 8–15 business days after dispatch. Pre-order production, customs and exceptional carrier delay are additional. These are estimates; see the Shipping Policy for details.

How do I track my order?

We email a tracking link after dispatch. Some carriers show limited updates until the parcel reaches the destination country. You can also use the tracking page.

Are customs duties included?

Only when checkout clearly says Duties Included. Otherwise the recipient may need to pay import VAT, duty or carrier brokerage charged by the destination country. We do not control local customs decisions, so check local rules before ordering.

What if tracking is delayed or the parcel is missing?

Contact us if tracking shows an obvious problem, has not progressed, or the parcel is more than 20 business days beyond the stated transit estimate. We will investigate with the carrier. Optional shipping insurance does not reduce your statutory rights if a parcel is lost or damaged before delivery.

Returns and problems

How do returns work?

For most online purchases, you may tell us you wish to cancel within 14 days after receipt and then normally have another 14 days to return the goods. Change-of-mind return postage is normally your responsibility unless we offered free returns. We do not charge a restocking fee for exercising a statutory cancellation right. Full conditions and exceptions are in the Refund & Return Policy.

What if an item is faulty, damaged, incorrect or missing?

Email us as soon as reasonably possible with your order number. Photos or video help us investigate quickly, but not contacting us within 48 hours does not remove a statutory right. Depending on the circumstances and applicable law, the remedy may be a refund, repair, replacement, re-delivery or price reduction, with reasonable return costs covered where required.

Can I exchange a size or colour?

Ask us first. Exchanges depend on availability. For a voluntary exchange, return and re-delivery costs may apply; we will disclose them before arranging it. You may instead use any cancellation or statutory remedy that applies.

Contact and collaboration

How quickly will you reply?

Customer-service hours are Monday to Friday, 09:00–17:00 UK time, excluding UK public holidays. We aim to reply within two UK business days.

Can brands, creators or event organisers collaborate with LolitaFetch?

Yes. Email collab@lolitafetch.com with your brand, portfolio, social links or event plan. We are especially interested in projects that support authentic independent Lolita fashion and Western EGL communities.