Please note: Returns are not free. Return shipping costs are the responsibility of the customer.

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1. Satisfaction Guarantee

At Lola Sydney, your satisfaction is our priority. If, for any reason, you’re not completely satisfied with the items you received, you may return them within 30 days of delivery.

To be eligible for a return, the following conditions must be met:

1. All products and accessories must be included, and the original packaging must be intact.
2. Items must not show signs of damage caused by improper or careless handling.
3. Products for which hygiene is important must be returned in appropriate condition.
4. Any defects or damage should be reported as soon as possible after receiving your order.
5. Return shipping costs are the responsibility of the customer.
6. Returns will be processed within 7 business days of being received.

We reserve the right to refuse returns that do not meet these conditions, subject to your rights under applicable consumer law.

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2. How to Return an Item

To return an order, please follow the steps below:

1. Contact Us by Email
   Email us at support@lolasydney.com with the subject line “Return Request”.
2. Provide the Required Information
   Please include:
   • Order number
   • Reason for the return
   • Photo of the item if it is damaged or defective
   • First and last name
   • Full address
3. Return Confirmation
   We’ll provide you with the correct return address. Please do not send your item back before receiving confirmation from our team.
4. Return Shipping
   The customer is responsible for the cost of shipping the item to our designated return facility. Once your return has been shipped, please send us the tracking or shipping confirmation.

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3. Cancellations and Change of Mind

If you change your mind after placing an order, please contact us as soon as possible.

Important: Orders may begin processing shortly after they are placed, so we cannot guarantee that an order can be cancelled once processing or shipping has begun.

If your order has already been dispatched, please wait until you receive it before requesting a return.

Made-to-order or personalised items: Certain products that are specifically personalised or produced according to individual customer specifications may not be eligible for change-of-mind returns. Any applicable restrictions will be clearly stated on the relevant product page.

This does not affect any rights you may have under applicable Australian consumer law in relation to faulty, defective or incorrectly supplied goods.

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4. Refunds and Conditions

What may be refunded:

• Payments received for eligible returned products
• Refunds are issued to the original payment method
• Refunds will generally be processed within 14 business days after the return has been received and inspected

What is not refunded:

• Return shipping costs
• Additional shipping fees resulting from choosing a more expensive delivery option
• Damage caused by improper handling or use

Made-to-order items

Some products may be prepared or made according to the size or options selected at the time of purchase.

Where a product is genuinely personalised or made specifically to your individual specifications, different change-of-mind return conditions may apply. This will be clearly stated on the relevant product page.

Your statutory rights regarding faulty or defective products remain unaffected.

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5. The Lola Sydney Experience

Our goal is to make every return as simple, transparent and straightforward as possible.

We want you to shop with confidence, knowing that our team is here to support you even after your order has been delivered.