Refund policy
Returns & Exchanges (Online Purchases)
Customers Outside the European Union
We accept returns and exchanges for eligible items within 7 days of the date you receive your order.
To be eligible, items must be:
- Unused, unworn and unwashed
- In their original packaging
- With all original tags attached
- In resalable condition
Items that do not meet these conditions may not be accepted for return or exchange.
Change of Mind
If you've changed your mind about your purchase, eligible items may be returned for an exchange or store credit within 7 days of delivery. We do not offer refunds to the original payment method for change-of-mind returns, except where required by applicable consumer law.
Customers are responsible for arranging and paying for return shipping unless the item received is incorrect, damaged or defective.
Cancellations
For customers outside the European Union, cancellation requests may be submitted within 1 hour of placing an order.
Once the cancellation window has passed, we may begin processing your order and cancellation may no longer be available.
Submitting a cancellation request does not guarantee that the order can be cancelled. Where an order has already been processed or fulfilled, the applicable return policy will apply instead.
European Union – Right of Withdrawal
Customers purchasing from countries within the European Union may have additional statutory rights under EU consumer law.
For eligible online purchases, EU customers have the right to withdraw from their purchase within 14 days from delivery of the last item in the order, without having to provide a reason.
Exercising Your Right of Withdrawal
Eligible EU customers may submit a return request within the applicable 14-day withdrawal period.
Items should be returned in substantially the same condition in which they were received. Customers may inspect an item to the extent reasonably necessary to determine its nature, characteristics and functioning.
Where permitted by applicable law, we reserve the right to account for any reduction in value resulting from handling beyond what is reasonably necessary for this purpose.
Return Shipping
Customers exercising their EU right of withdrawal are responsible for arranging and paying the direct cost of returning the goods to us.
We recommend using a tracked shipping service and retaining proof of shipment until your return has been completed.
This does not apply where an item is damaged, defective or incorrectly supplied by us, in which case we will handle reasonable return shipping costs in accordance with applicable consumer law.
Refunds Under the EU Right of Withdrawal
For an eligible withdrawal, we will refund the amount paid for the returned goods together with the cost of our standard outbound delivery option, where required by applicable law.
Any additional amount paid because you selected a delivery method more expensive than our standard delivery option will not be refunded unless required by applicable law.
Refunds will be made to the original payment method, subject to applicable law.
We may withhold the refund until we have received the returned goods or you provide evidence that the goods have been sent back, whichever occurs first.
EU Cancellations Before Fulfilment
EU customers may submit a cancellation request through our self-service cancellation facility until the relevant item has been fulfilled.
If an order has already been fulfilled or dispatched, this does not affect any statutory right of withdrawal that may apply after delivery. Eligible customers may instead exercise their right of withdrawal in accordance with the 14-day withdrawal provisions above.
Exceptions to the EU Right of Withdrawal
The statutory right of withdrawal may not apply to certain products where an exemption under applicable law applies, including, where relevant:
- Goods made to the customer's specifications or clearly personalised
- Sealed goods that are not suitable for return for health protection or hygiene reasons after the seal has been broken
- Other goods that are specifically exempt under applicable consumer law
Gift cards and other products may also be subject to separate restrictions where permitted by applicable law.
Sale, clearance or promotional pricing alone does not remove any statutory EU right of withdrawal.
Apparel
Apparel may be exchanged for a different size or colour, subject to availability.
If your preferred size or colour is unavailable, a store credit will be issued.
For eligible EU customers exercising their statutory right of withdrawal, the refund rights set out in the European Union – Right of Withdrawal section above apply instead.
Damaged, Defective or Incorrect Items
If you receive an item that is damaged, defective or incorrect, please contact us as soon as possible and preferably within 48 hours of receiving your order so that we can assist you promptly.
Kindly include your order number together with clear photos of the item and its packaging so we can assess the issue.
Where applicable, we will arrange a replacement at no additional cost. If a replacement is unavailable, a full refund or store credit will be offered as appropriate.
The 48-hour notification request does not limit any statutory rights you may have in relation to faulty, defective or incorrectly supplied goods.
Sale Items
For customers outside the European Union, sale, clearance and promotional items are considered final sale and are not eligible for return or exchange unless they are damaged, defective or incorrectly supplied, or otherwise required by applicable consumer law.
For eligible EU customers, sale, clearance and promotional items remain subject to the statutory right of withdrawal unless a specific legal exemption applies.
Non-Returnable Items
Subject to applicable consumer law, the following items cannot normally be returned or exchanged unless they are faulty:
- Gift cards
- Personalised or customised products
- Hygiene-sensitive products, where applicable
For eligible EU customers, exclusions from the statutory right of withdrawal apply only where permitted by applicable law. In particular, hygiene-sensitive products are generally excluded on hygiene grounds only where they were supplied sealed and the relevant seal has been broken after delivery.
Returns & Exchanges (In-Store Purchases)
Items purchased at our physical store may be exchanged at the store within 7 days of purchase, provided they are unused, in their original condition and accompanied by the original receipt.
Please note that refunds and store credits are not available for change-of-mind purchases made in-store.
Non-Returnable Items
The following items cannot be returned or exchanged unless they are faulty:
- Gift cards
- Personalised or customised products
- Hygiene-sensitive products e.g. socks, where applicable
For any enquiries regarding returns, refunds, exchanges or cancellations, please contact our customer support team at info@visitlahlahland.com.
Kindly include your order number so we can assist you as quickly as possible.