Refund & Exchange Policy
Our return policy for returnable items is 14 days. If it has been longer than 14 days since receipt of the item we will not be able to refund you.
To return a purchase, please contact us. Please do not return your order without prior authorization from Lola and Sam.
Please note some items are non refundable or exchangeable and these will be marked as such in the listings.
Please note that we only issue refunds on items that are unused and undamaged. Items that are returned with dirt, dog hair, saliva or in any condition other than pristine will not be refunded.
Unfortunately we do not cover the cost of returned items to Lola & Sam. A restocking fee may also be applied. We recommend that you use a trackable service as we cannot be held accountable for missing packages.
We are happy to exchange unworn, unused goods upto 14 days from receipt of order. Please note that we do not cover the cost of return postage and a small restocking fee may be applicable from our warehouses. If you wish to make an exchange, please contact us for instructions on how to proceed.
If an item cannot be exchanged or refunded it will be marked as such in the listing.
If an item arrives faulty or damage us please email Jane@LolaAndSam.com for further instructions of what to do with your item.
Sale & Personalized Items
Only regular priced items may be refunded. Unfortunately sale items, clearance or those that are personalized cannot be refunded. Some other made to order items are also non refundable or exchangeable and these will be marked as such in the listings.
Incorrect or undeliverable addresses and refused shipments resulting in an item being returned to the shipper will be charged for shipping fees.
Undeliverable packages which require reshipment at the customer's request, are subject to a reshipment charge. This includes refusal of a package, unclaimed packages, or misinformation on the part of the customer.
If we are unable to reach you in 7 days for a resolution, a 50% restocking charge will be applied and a store refund will be issued for the balance. Shipping and handling are non-refundable.
For more information please view our Terms Of Service Policy