Return and Refund Policy

30-Day Return Guarantee

At Lotilie, your satisfaction is our priority. If you're not completely happy with your purchase, you have 30 days from the date of delivery to return your item for a refund or resolution.

Return Eligibility

• Items must be unused, in original condition, and returned in the original packaging
• All accessories, tags, manuals, and documentation must be included
• Products marked as non-returnable in the product description are not eligible for return

Return Costs

• For defective, damaged, or incorrect items: Return shipping is free. This applies if the item arrives damaged, faulty, or you receive the wrong item
• For change of mind (customer remorse): Return shipping is the customer’s responsibility. This applies if:
– You ordered the wrong item
– The item does not fit
– You no longer want the item
Shipping costs are non-refundable

If you are returning an item due to change of mind, you must arrange and pay for your own return shipping. We strongly recommend using a trackable shipping method, as we are not responsible for returns lost in transit

We do not charge any restocking fees

How to Return an Item

1. Contact Us
   Email info@lotilie.com with your order number and reason for return

2. Receive Return Instructions
   We’ll send you a return authorization email with step-by-step instructions and the return address

3. Pack Your Item
   Securely repack the item in its original packaging, including all components

4. Ship Your Return
   Use your preferred carrier to return the item. You are responsible for return postage and tracking if returning due to change of mind

Our return shipping address will be provided in your return authorization email.

Please note: We are not responsible for lost or undelivered return packages. Refunds cannot be issued for items that do not reach our return address. We strongly recommend using a reliable carrier with tracked shipping.

Refund Process

• Once your item is received and inspected, we will notify you of approval status
• If approved, your refund will be processed to your original payment method
• Please allow up to 7 business days for the funds to appear, depending on your bank or payment provider

Exchanges

We do not offer direct exchanges. To get a different item, please return your original item for a refund and place a new order

Non-Returnable Items

Due to hygiene and safety reasons, certain items may be marked as non-returnable in the product description. These include, but are not limited to, intimate or sanitary goods

For More Information

If you have any questions or need help with your return:

Email: info@lotilie.com
Phone: +370 623 49439
Address: V. Nagevičiaus g. 3, LT-08237, Vilnius, Lithuania
Customer Support Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT+10)
We aim to respond to all messages within 24 hours on business days