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Refund policy

Last updated: 15 August 2026

This Refund & Return Policy applies to purchases from Lolita Ltd, trading as LolitaFetch. It does not limit any mandatory consumer right. If this policy conflicts with a right that cannot lawfully be excluded, that right applies.

Returns at a glance

Yes, we accept returns for most items.

  • Return window: Tell us you wish to cancel or return an eligible item within 14 days after the day you, or a person you nominate, receives it.
  • How to start: Email support@lolitafetch.com with your order number and the item you wish to return.
  • Sending the item back: We normally reply within two UK business days with the correct return address and instructions. After notifying us, you normally have a further 14 days to send the item back. Do not send returns to our registered office unless we specifically instruct you to do so.
  • Return shipping: You pay the direct return shipping cost for a change-of-mind return unless we offer free returns. Where required by law, we cover reasonable return costs for faulty, damaged, misdescribed, incorrect or incomplete goods.
  • Refund timing: Refunds are made to the original payment method without undue delay and no later than 14 days after we receive the returned goods or, if earlier, evidence that they were sent back. We may withhold the refund until then where permitted.
  • Exceptions: Change-of-mind returns may not apply to goods genuinely made to your specifications or clearly personalised, sealed hygiene-sensitive goods once unsealed, or another category excluded by law. These exceptions do not remove rights relating to faulty, damaged, misdescribed or incorrect goods.

1. Cancelling an online order

For most goods bought online, you may tell us you wish to cancel at any time before delivery and up to 14 days after the day you, or a person you nominate, receives the goods. You do not need to give a reason. If one order arrives in separate deliveries, the period normally begins after the last item is received.

Email support@lolitafetch.com with your order number and a clear statement that you wish to cancel. We will acknowledge the request and provide the correct return address and instructions. After notifying us, you normally have a further 14 days to send the goods back.

The change-of-mind right may not apply to goods genuinely made to your specifications or clearly personalised, sealed hygiene-sensitive goods once unsealed, or another category excluded by law. A product being described as “pre-order” or “made to order” does not by itself remove a cancellation right. These exceptions never remove rights relating to faulty, damaged, misdescribed or incorrect goods.

2. Condition of change-of-mind returns

You may inspect and try on an item as you reasonably would in a shop. Please return it with its accessories, packaging and tags where possible. If handling beyond what is necessary to establish the item’s nature, characteristics and functioning reduces its value, we may make a deduction only where the law allows. Removing a tag or opening ordinary packaging does not automatically remove a cancellation right.

3. Refunds after cancellation

For a valid cancellation, we refund the price paid and the cost of our least expensive standard delivery option. Any extra amount paid for premium or expedited delivery is not refundable beyond the standard-delivery amount. Unless we offered free returns, you are responsible for the direct cost of returning change-of-mind goods.

We refund the original payment method without undue delay and no later than 14 days after receiving the returned goods or, if earlier, after receiving evidence that they were sent back. We may withhold the refund until then where permitted. We do not charge cancellation, handling or restocking fees for the exercise of a statutory cancellation right.

4. Faulty, damaged, misdescribed, incorrect or missing goods

Goods must be of satisfactory quality, fit for purpose and as described. If they are not, you may have statutory rights to a refund, repair or replacement. UK consumers may have a short-term right to reject qualifying goods within 30 days. After that, further remedies may apply, including repair or replacement and, where the legal conditions are met, a price reduction or final refund.

Contact us as soon as reasonably possible with your order number. Photos or video can help us resolve the issue quickly, but not contacting us within 48 hours does not remove a statutory right. Where required by law, we cover reasonable return costs for faulty, damaged, misdescribed, incorrect or incomplete goods.

Small variations inherent in handmade goods are assessed fairly and individually. We will not use a “minor variation” label to avoid a remedy where goods fail to meet the required standard.

5. Delivery, loss and shipping insurance

Unless you independently arrange a carrier that we did not offer, risk remains with us until the goods are delivered into the physical possession of you or a person you nominate. Optional shipping insurance does not remove a right to a refund or replacement where a parcel is lost or damaged before delivery. If tracking shows delivery but the parcel is missing, contact us promptly so we can investigate.

6. Incorrect addresses, customs and unclaimed parcels

Please check your delivery address and respond to lawful customs or carrier requests. If a parcel is returned because of an incorrect address supplied by you, refusal to pay a properly disclosed import charge, or repeated failed delivery attempts, we may deduct or request only actual and reasonable additional costs where the law permits. This does not limit rights relating to our delivery obligations, faulty goods or a valid cancellation.

7. Exchanges

Email us to request a size, colour or style exchange. Exchanges depend on availability. Where an exchange is not required by law, you may be responsible for return and re-delivery costs that we disclose before arranging it. You may instead use any applicable cancellation or statutory remedy.

8. Model cancellation wording

You may use the following wording, but you do not have to:

To Lolita Ltd, trading as LolitaFetch, at support@lolitafetch.com: I give notice that I cancel my contract for the sale of the following goods: [goods]. Ordered on/received on: [date]. Order number: [number]. Name and address: [details]. Date: [date].

9. Contact and business details

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

Lolita Ltd, trading as LolitaFetch
Company number SC870605 · Registered in Scotland
Registered office: 32/3 East Fountainbridge, Edinburgh, Scotland, EH3 9BH

Customers outside the UK may also have mandatory rights under the law that applies where they live.