Refund policy

Last Updated: September 7, 2026

At LOTAS Fashion, we want you to feel confident every time you shop with us. Every order is carefully prepared and shipped through our fulfillment partners, but we understand that sometimes an order may arrive with an issue.

If your order arrives damaged, defective, incorrect, or significantly different from what you ordered, we're here to help.

Please read the policy below carefully before submitting a return or refund request.

1. Our Customer Protection Promise

If you receive an item that is:

  • Damaged during transit
  • Defective or has a genuine manufacturing/product defect
  • Incorrect compared with your order
  • The wrong color or size due to a fulfillment error
  • Missing an item from your order
  • Significantly different from the product shown or described on our website

please contact us within 24 hours of delivery.

Where an issue is confirmed, LOTAS Fashion may provide a replacement, resend, partial refund, or full refund, depending on the circumstances and availability of the item.

2. Damaged or Defective Items

If your item arrives damaged or has a genuine product defect, please contact us within 24 hours of delivery.

To help us resolve your case quickly, please provide:

  • Your order number
  • A clear description of the problem
  • Clear photographs showing the issue
  • A photograph of the packaging where applicable
  • A short video if photographs do not clearly demonstrate the problem

For certain issues, video evidence may be required.

What happens next?

After reviewing your claim, LOTAS Fashion may offer:

  • A replacement at no additional product cost
  • A replacement/reshipment
  • A partial refund where the item remains usable or
  • A full refund where the product is materially damaged or defective.

The resolution offered will depend on the nature and severity of the issue.

3. Incorrect Item, Color or Size

If you receive an item that is different from what you ordered, such as:

  • The wrong product
  • The wrong colour
  • The wrong size
  • A missing item or component

please contact us within 24 hours of delivery.

Please include photographs of the item you received and, where possible, the packaging or product label.

If the error is confirmed to have occurred during fulfillment, LOTAS Fashion will normally provide a replacement or appropriate refund.

For sizing-related claims, we may request photographs showing the item's measurements so that we can compare them with the measurements stated on the product page.

4. Wrong Size Ordered by the Customer

Please carefully review the size guide on each product page before placing your order.

If you selected the wrong size yourself, this is generally not considered a fulfillment error and may not qualify for a refund or free replacement.

However, we encourage you to contact our customer support team. We will review the circumstances and determine whether any solution is available.

5. Change of Mind

Because our products are ordered and fulfilled specifically for customers, we generally do not accept returns or refunds simply because you changed your mind, no longer want the item, or do not like the item after receiving it.

This includes situations where:

  • The customer changes their mind
  • The customer ordered the wrong product
  • The customer ordered the wrong colour or size
  • The product does not meet personal style preferences
  • The customer expected the product to look different despite it matching the product description and images.

We encourage customers to carefully review product descriptions, measurements, images and other information before placing an order.

6. Minor Variations

Fashion products may have minor variations in:

  • Color
  • Texture
  • Pattern placement
  • Measurements
  • Stitching
  • Finishing
  • Packaging

Minor differences that do not materially affect the product's appearance, functionality, or quality are not normally considered defects.

For example, slight wrinkles resulting from international transportation, minor packaging marks, or small variations that naturally occur during manufacturing may not qualify for a refund.

7. Items That Are Worn, Washed or Altered

For hygiene, quality-control and resale reasons, we cannot normally accept claims for products that have been:

  • Worn
  • Washed
  • Ironed incorrectly
  • Altered
  • Damaged after delivery
  • Modified in any way by the customer.

If you believe the product arrived defective, please contact us before wearing, washing, altering, or attempting to repair it.

8. Returns

LOTAS Fashion does not require customers to automatically send products back.

For verified damaged, defective, incorrect, or fulfillment-related issues, we will first review the evidence and determine the most appropriate resolution.

If a physical return is required, do not send the product anywhere until LOTAS Fashion provides written return instructions.

Unauthorized returns may not be accepted.

Where a return is approved, we will provide the appropriate return instructions, including the return destination and any applicable conditions.

9. Return Shipping Costs

If LOTAS Fashion determines that the problem resulted from an error on our side or a confirmed product defect, we will review the appropriate resolution, which may include covering or reimbursing reasonable return costs where applicable.

If a return is requested for a reason that is not covered by this policy, the customer may be responsible for the applicable return shipping costs.

We strongly recommend contacting us before shipping anything back.

10. Refunds

Once your request has been reviewed and approved, we will confirm the refund amount and method.

Approved refunds will generally be issued to the original payment method used for the order.

Depending on your payment provider, bank, or card issuer, it may take additional business days for the refund to appear in your account.

LOTAS Fashion cannot control processing times imposed by banks, card issuers, or payment providers.

11. Shipping Delays

International shipping times are estimates and may vary because of:

  • Customs processing;
  • Carrier delays;
  • Weather;
  • Public holidays;
  • Transportation disruptions;
  • Local delivery conditions;
  • Customs inspections;
  • Events outside our reasonable control.

A shipping delay by itself does not automatically qualify for a refund.

If tracking indicates that a package is still moving through the carrier network, we may need to allow the carrier additional time to complete delivery.

If an order is confirmed lost or otherwise qualifies for a resolution under our fulfillment provider's applicable policies, LOTAS Fashion will review the available options, which may include a replacement or refund.

12. Packages Marked as Delivered

If the carrier's tracking information shows that your package has been delivered but you cannot locate it, please:

  • Check around your delivery location;
  • Check with household members, neighbours, or building management;
  • Contact the local carrier;
  • Contact us with your order number and delivery details.

We will assist where possible, but a refund or replacement is not guaranteed solely because a package is marked as delivered.

Additional verification may be required.

13. Incorrect Shipping Address

Customers are responsible for providing an accurate and complete delivery address at checkout.

If an order cannot be delivered because the customer provided:

  • An incorrect address;
  • An incomplete address;
  • An incorrect postal code;
  • An incorrect apartment/unit number; or
  • Other inaccurate delivery information,

LOTAS Fashion may not be responsible for the resulting loss, return, or additional shipping cost.

If you notice an address error, contact us as soon as possible after placing your order. Once an order has entered fulfillment or been shipped, we may be unable to change the delivery address.

14. Customs, Duties & Import Restrictions

International orders may be subject to customs procedures, import duties, taxes, or other requirements imposed by the destination country.

Customers are responsible for complying with applicable local customs requirements.

LOTAS Fashion cannot guarantee that customs authorities will clear every shipment.

Where an order is returned, abandoned, destroyed, or delayed because the recipient fails to complete required customs procedures or refuses applicable charges, the order may not qualify for a refund or replacement.

15. Non-Returnable Situations

A refund, replacement, or return may not be available where the issue results from:

  • Customer selecting the wrong size;
  • Customer ordering the wrong product;
  • Customer changing their mind;
  • Customer no longer wanting the product;
  • Incorrect delivery information supplied by the customer;
  • Failure to collect a package;
  • Refusal of delivery;
  • Failure to complete required customs procedures;
  • Normal minor variations in colour, texture, pattern, or finishing;
  • Normal shipping wrinkles or minor packaging damage;
  • Damage caused by the customer after delivery;
  • Washing, wearing, alteration, or improper care;
  • Claims submitted without sufficient evidence;
  • Circumstances outside our reasonable control.

This list is not exhaustive.

16. How to Submit a Claim

To request a return, replacement, or refund, contact our customer support team with:

Order Number:
Full Name:
Email Address:
Reason for Request:
Photos/Videos:
Description of the Issue:

For damaged, defective, incorrect, or missing items, clear photographic or video evidence is required.

Please do not discard the product or packaging until your claim has been reviewed.

17. Review & Resolution

Every claim is reviewed individually.

We may request additional photographs, videos, measurements, or other information to verify the issue.

Once we have sufficient information, we will determine the most appropriate resolution based on:

  • The nature of the problem;
  • The evidence provided;
  • The condition of the item;
  • The fulfillment information available to us;
  • The applicable supplier and carrier requirements; and
  • This Returns & Refunds Policy.

Our goal is to resolve legitimate issues fairly, efficiently, and transparently.

18. Important Notice

LOTAS Fashion works with third-party fulfillment and logistics partners to process and deliver orders. Certain refund, replacement, and dispute decisions may therefore depend on the information and evidence required by our fulfillment partners and carriers.

For this reason, customers should provide accurate and timely evidence when submitting a claim.

Where a supplier or fulfillment partner requires additional documentation to process a dispute, LOTAS Fashion may request that information from the customer.

19. Policy Updates

LOTAS Fashion reserves the right to update or modify this Returns & Refunds Policy when necessary.

The version published on this page at the time of your purchase will generally apply to your order, subject to applicable consumer protection laws.

Nothing in this policy is intended to limit any mandatory consumer rights that cannot legally be excluded or restricted under applicable law.

Contact Us

If you have a question about a return, replacement, or refund, please contact our customer support team through the contact information provided on our website.

LOTAS Fashion
Customer Support: support@lotasfashion.com

WhatsApp: Chat with us on WhatsApp

We appreciate your trust in LOTAS Fashion and are always here to help make your shopping experience as smooth as possible.