Refund policy

Conditions

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 and box. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at hello@lolaatelier.com.au. Please note that returns will need to be returned back to us.

If your return is accepted, we will send you instructions on how and where to send your package. The return delivery cost is solely the responsibility of the buyer unless the product is faulty. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at hello@lolaatelier.com.au.

Please note Lola Atelier is not liable for packages lost in transit when you are returning them. Therefore, we suggest returning your bag back to us via registered post with  tracking.

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

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on gift cards.

Please note that it is completely normal for leather products to have slight "imperfections" as leather is a natural material. All our handcrafted bags are unique, and small variations are part of each bag’s charm and character. Please be aware that we do not offer refunds or exchanges for bags that may exhibit slight variations from the photos displayed on our website, as these differences are a natural characteristic of the product

Exchanges
The fastest way to ensure you 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 the 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 or not. If approved, you’ll be automatically refunded on your original payment method within 5 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 10 business days have passed since we’ve approved your return, please contact us at hello@lolaatelier.com.au.