Return and Refund Policy

We accept returns within 14 days of delivery. If you are not satisfied with your purchase, you may return your item, provided it meets the conditions outlined below.

Return Eligibility

  • Items must be unworn, unused, and in their original condition with all tags attached.
  • The original packaging must be included.
  • Returns must be initiated within 14 days of delivery.
  • Items marked as final sale, clearance, or non-returnable due to hygiene reasons cannot be returned.
  • You must include your original order confirmation or packing slip when returning an item.

Return Shipping Costs

  • Customers are responsible for covering return shipping expenses.
  • The cost of return shipping typically ranges between 25 AUD and 50 AUD, depending on location and carrier.
  • We do not provide prepaid return labels—customers must arrange and pay for return shipping.
  • We recommend using a trackable shipping method, as we are not responsible for lost returns.

How to Initiate a Return

  1. Contact Us – Email info@lotilie.com with your order number and reason for return.
  2. Approval – Once approved, you will receive return instructions, including the return address.
  3. Shipping – Pack the item securely and send it back using your preferred carrier.

Returns sent without prior approval will not be accepted.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately upon delivery with:

  • Your order number
  • Photos of the issue
  • A description of the problem

If verified, we will provide a full refund or replacement, and we will cover the return shipping costs where necessary.

No Exchanges

We do not offer direct exchanges. If you need a different item, please return your original purchase for a refund and place a new order.

Refund Process

  1. Once your return is received and inspected, we will notify you of approval or rejection.
  2. If approved, refunds will be issued to the original payment method.
  3. Refunds typically take up to 7 business days to reflect in your account, depending on your bank or payment provider.

Discounts & Refunds

  • Discount codes must be applied at checkout. Unused discounts cannot be refunded or applied retroactively.
  • Orders placed with discounts or promotional offers are eligible for refunds only on the amount paid after the discount.

Final Sale & Non-Returnable Items

Certain items, such as intimate products, beauty items, and clearance products, may be marked as non-returnable for hygiene and safety reasons. This will be indicated on the product page.

Contact Information

Customer service replies within 48 hours during working days (Monday to Friday), GMT+02:00 (Vilnius, Lithuania Time).

Customer Support Hours:
9:00 AM – 5:00 PM

Address:
V. Nagevičiaus g. 3, LT-08237, Vilnius, Lithuania

Phone:
+370 623 49439

Email:
info@lotilie.com