Returns & Refunds

 

At Lola & Sidney, we want you to be delighted with your purchase. If something isn't quite right, we're here to help.

 

Online Returns & Order Cancellation

 

To request a return or cancel an eligible order online, please access your customer account by clicking here.

Alternatively, contact us at lolaandsidney@gmail.com and we'll be happy to assist.

 

Returns Policy

 

We accept returns for unwanted items within 14 days of receiving your order.

To be eligible for a return, items must be:

• Unused and in their original condition
• Returned with any original packaging where possible
• Returned within 14 days of receipt

To start a return, please email lolaandsidney@gmail.com with:

• Your full name
• Order number
• Reason for the return

We aim to respond to all return requests within 2 working days.

 

Jewellery, Socks Toiletries & Personal Care Products

 

For hygiene reasons, we are unable to accept returns on the following items once they have been opened, used or worn, unless they are faulty:

• Earrings that have been worn after delivery

• Socks that have been worn after delivery

• Soaps, bath products and toiletries that have been opened or used

• Personal care products where any hygiene seal, packaging or protective wrapping has been removed

All other jewellery may be returned within the normal return period provided it is unworn, undamaged and returned in its original packaging.

Nothing in this section affects your statutory rights if an item is faulty, damaged, not as described or otherwise does not conform to the contract.

 

Faulty or Incorrect Items

 

In the unlikely event that you receive an item that is faulty, damaged or incorrect, please contact us as soon as possible at lolaandsidney@gmail.com.

Where an item is faulty or supplied incorrectly, we will offer an appropriate remedy in accordance with your statutory rights, which may include a replacement, repair, refund or reimbursement of reasonable return postage costs.

 

Return Postage

 

Customers are responsible for return postage costs for unwanted items.

We recommend obtaining proof of postage, as we cannot accept responsibility for items lost in transit.

 

EU Consumer Rights

 

If you are a consumer residing in the European Union, this policy does not affect your statutory right to withdraw from your purchase within 14 days of receiving your goods without giving any reason.

To exercise this right, please contact us at lolaandsidney@gmail.com within 14 days of receiving your order. You may also request a return or cancellation through your customer account, here.

Returned goods must be sent back within 14 days of notifying us of your decision to withdraw.

Nothing in this policy affects your statutory rights under applicable consumer protection laws.

 

Refunds

 

Once your return has been received and inspected, we will notify you by email.

If approved, your refund will be issued to your original method of payment. Refunds are typically processed within 1–3 working days, although some banks and payment providers may take longer to make funds available.

 

Exchanges

 

If you would like to exchange an item, please contact us at lolaandsidney@gmail.com and we will do our best to assist, subject to stock availability.

 

Order Amendments & Cancellations

 

If you wish to amend or cancel an order before it has been dispatched, please contact us as soon as possible at lolaandsidney@gmail.com.

Once an order has been dispatched, it will be subject to the returns process outlined above.