Refund policy
Returns & Refunds Policy
At Princess Lolla, we want you to absolutely love every piece you receive. If something isn't quite right, don't worry — we've made our returns process simple, fair and stress-free.
Our 30-Day Returns Promise
You have 30 days from the date you receive your order to return any item for a refund. We believe in giving you plenty of time to try your pieces on at home and make sure they're a perfect fit for your wardrobe.
Conditions for Returns
To be eligible for a return, items must be:
- In their original, unworn and unwashed condition
- With all original tags attached
- Free from marks, stains, make-up, fragrance or signs of wear
- Returned in their original packaging where possible
Please take extra care when trying on your pieces, and avoid contact with perfume, deodorant, foundation or fake tan.
Non-Returnable Items
For reasons of hygiene and safety, the following items cannot be returned:
- Earrings and pierced jewellery
- Underwear and swimwear (unless unopened with the hygiene seal intact)
- Gift cards
- Sale or final clearance items marked as non-returnable
- Items damaged by misuse or failure to follow care instructions
How to Return Your Order
Returning a piece to us is easy:
- Email us at help@princesslolla.com within 30 days of receiving your order, quoting your order number and the item(s) you'd like to return.
- Our team will reply with full return instructions and the return address.
- Package your item securely, ideally in its original packaging.
- Post your parcel using a tracked shipping service (we strongly recommend this — see below).
Please note that return postage costs are the customer's responsibility, unless the item is faulty or incorrect.
We Recommend Tracked Returns
We're unable to take responsibility for parcels lost on their way back to us, so we always advise using a tracked and insured postal service. Please keep your proof of postage until your refund has been processed.
Refunds
Once we receive and inspect your returned item, we'll process your refund within 5 to 10 business days. The refund will be issued to your original payment method.
Please bear in mind that your bank or card provider may take an additional few days to reflect the refund in your account.
You will receive an email confirmation as soon as your refund has been processed.
Faulty or Incorrect Items
We take enormous care with every order, but if you receive an item that is faulty, damaged or not what you ordered, please contact us within 7 days of delivery at help@princesslolla.com with:
- Your order number
- A brief description of the issue
- Clear photos showing the problem
We'll make it right straight away, and in these cases return postage is on us.
Exchanges
We don't currently offer direct exchanges. If you'd like a different size, colour or style, please simply return your original order for a refund and place a new order for the piece you'd like. This is the quickest way to make sure you get your new item before it sells out.
Late or Missing Refunds
If you haven't received your refund within 10 business days of us confirming it has been processed:
- Please check your bank account again.
- Get in touch with your credit card company — it may take a little time before your refund appears.
- Contact your bank, as there is often some processing time involved.
If you've done all of the above and still haven't received your refund, please contact us at help@princesslolla.com and we'll investigate straight away.
Returns From Outside the UK
We currently ship and accept returns from within the United Kingdom only.
Your Statutory Rights
This policy is offered in addition to, and does not affect, your statutory rights as a UK consumer under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
Contact Us
Our customer service team is here to help Monday to Friday, 9:00 AM to 5:00 PM GMT.
📧 Email: help@princesslolla.com
We'll always do everything we can to make sure you're happy with your Princess Lolla experience.