Delivery cost: Select your country (Cost will be confirmed at the checkout)
If you have not received your delivery within 8 working days, please contact the customer service team at firstname.lastname@example.org. (Saturdays, Sundays and Bank Holidays are not classed as working days.) STORY OF LOLA cannot be held responsible for items lost or damaged once dispatched, both within the UK and overseas. However, please contact us in the situation of unreceived packages (within two weeks) so we can contact the courier to solve any issues with delivery. Also please note that sometimes during sale periods, Christmas or other busy periods, deliveries may take longer (no delivery between 23rd December - 3rd January).
We gladly accept returns and exchanges within 30 days of receipt.
Returns received outside the above time frame will not be accepted.
STORY OF LOLA will only accept returns on non-faulty items that are in their original condition, have not been worn, altered or washed and with all tags. Upon receipt of any order without tags please notify us immediately if you wish to return the item.
We also accept exchanges, but note that we can only exchange an item for the same item in a different size. Exchanged items can only be dispatched after the returned goods have been received and undergone a quality control check. The customer is responsible for the shipping costs when returning the item to us and there will be a charge to send out the replacement.
To return the item, repack it with all the tags still attached along with the completed Returns Form that was included with your order. Make sure you get proof of postage and keep it safe. To register a return and stay up to date with every step of the process, head to our returns portal found on the STORY OF LOLA Homepage. We are not responsible for damaged or lost packages. We are not obliged to cover or reimburse any shipping. Please note that unidentified returns/exchanges will be returned to the sender. If you require a new returns form, please contact us by email at email@example.com and we will send one to you or click here to enter into our return system..
Returns should be sent to:
STORY OF LOLA
UNIT 44G LEYTON IND VILLAGE
When all requirements have been met, we will notify you by email and refund the cost of the returned item(s) at which they were purchased. Should you fail to meet any of these requirements, you will be notified and will have the option for the merchandise to be returned to you. We are, however, not responsible for any additional shipping costs. Should you refuse to accept the returned merchandise, we reserve the right to keep the item and the corresponding amount that was paid.
A time frame of 30 days should be calculated for the receipt of your returned merchandise and the return/refund process. Your refund will be credited to the original purchaser’s credit/debit card. Please note that shipping costs will not be refunded, unless your order is faulty. Please note that store credit is non-transferable, non-refundable and does not expire.
Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU).
For more information on international delivery choose your shipping country from the checkout.
For any further questions regarding our returns and exchange policy, please contact us at: firstname.lastname@example.org
HOW TO RETURN OR EXCHANGE YOUR ORDER
1. Find your original order confirmation. Then location the returns link found at the bottom of your order details. Click to go to the return page of our website.
2. Once on the returns page, enter your order ref and email and it automatically retrieve your order. Let us know what you're returning by marking off the item you no longer require and a reason for the return.
3. Select OK and this will allow you to complete your return. It will send a message directly to our Customer Service staff, who will ensure al information is entered correctly and approve your request. Once done, your funds will be credited within 3 working days into the original payment method you used.
Please remember if you need further information or any additional request, you can contact us at email@example.com at any time and our staff will gladly help you.