Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us at stacey@shoplolaandco.com or text 850-524-1519. Once your return is approved we'll send you the return address along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Return shipping is paid by the customer, unless the item arrived damaged or faulty or we sent the wrong item, in which case we cover it.

Damages and issues
Please inspect your order when it arrives and contact us right away if the item is defective or damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Returning a bag you designed yourself
Your bag, chain and charms are separate pieces that clip together, so a combination you put together is returned exactly like any other order. Just send everything back complete and in its original condition within 30 days.

Exceptions / non-returnable items
We cannot accept returns on sale items or gift cards.

Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we've approved your return, please contact us at stacey@shoplolaandco.com.

Purchases made at a market or event
The same 30-day policy applies to anything bought from us in person. Please bring or send your receipt when you contact us.