Refund policy

At LOLA, we are committed to offering high-quality products and ensuring your satisfaction. If for any reason you are not completely satisfied with your purchase, you may request an exchange or return under the following terms, in compliance with fair trade practices and applicable regulations in Puerto Rico.

1. Time frame for exchanges or returns
You have 30 calendar days from the delivery date to request an exchange or return for your purchase.
After this period, unfortunately, we will not be able to process any requests.

2. Conditions that must be met
To process an exchange or return, the item must meet all of the following conditions:

  • Be in perfect condition, unused, and free of wear, odors, stains, or damage.

  • Retain all original tags intact and attached.

  • Be in its original packaging (bags, boxes, tags, protectors, etc.).

  • Include the original receipt or proof of purchase.

Items that do not meet these conditions will be rejected and will not be accepted for exchange or return.

3. Exceptions and Non-Eligible Items
Jewelry, earrings, and personal accessories are not eligible for returns due to hygiene reasons, unless they arrive defective.
Items on sale or final sale are not eligible for exchanges or returns.
Customized or made-to-order pieces cannot be returned unless a verified defect is present.

4. Process to Request an Exchange or Return

  • Send an email including your order number, full name, item to be returned or exchanged, and the reason for the request.

  • Wait for our confirmation and authorization (within up to 2 business days).

  • Carefully pack the item with its original packaging.

  • Ship it to the address provided.
    Shipping costs are the responsibility of the customer, except when the return is due to a LOLA error or a defective product.

5. Refund or Exchange Options
Once we receive and verify the item:

  • You may request a refund to your original payment method.

  • You may exchange it for another product of equal or higher value (paying the difference).

  • You may choose a store credit to use toward future purchases.
    Refunds may take 7 to 14 business days after the return is received and approved.