We hope that you’ll love everything you order from LAPOMAZE. But if you’re not 100% satisfied, you can return it. Our return policy explains everything you need to know.

Make sure you contact us before sending your order back to us. We aren’t able to accept returns unless they have been authorized by our Customer Service team. Read the instructions below to learn more about returning items.

What’s your return policy?

We’re sorry you didn’t love your LAPOMAZE order.

– You have 30 days, from the day you received it, to submit a return and refund request. Our customer service team will process your request within 5 working days and respond with their decision. You can then send the item back to us.

– If the customer service team concludes that the issue with the item is due to the quality of manufacturing, we will reimburse the return shipping costs as well.

– If the customer service team concludes that the issues with the item are due to your personal preferences (i.e. you no longer need the item), you will need to cover the return shipping as well as any taxes or further logistics costs. Any tax and logistics costs charged on arrival will be deducted from the refund amount.

Note:

We don’t consider the following to be quality issues:

– Problems caused by a customer altering or modifying an item themselves.

– Items that appear a different color to the promotion pictures on the site. This is because photoshoot lights and computer displays can alter the color of a product. Web product pages and information are only for reference.

– Items that have a measurement difference of 2-3cm. Anything larger than this would count as an unreasonable measurement error.

What are the return requirements?

The items you return should be unworn, unwashed and in good condition. All items are inspected when they are sent back to us.

More details below:

(1) You can try the items on but please do not wear them or wash them. The product and any accessories should be in the same condition they were when you received them. There must be no stains or damage, and the tags should still be intact.

(2) The original packaging should be included. You can open the packing but the overall structure should be intact (i.e. open the package carefully, try not to rip it open).

(3) If you purchased a set, you will need to return all pieces in the set for a full refund (for example, if that dress came with a pretty belt, you need to return the belt too). We cannot accept any partial set orders for refund.

(4) You should return any free gifts that came with the item.

(5) For hygiene reasons, we can’t offer refunds on the following items, unless they are faulty:

– Pajamas

– Tights

– Swimwear and lingerie

If the returned items do not meet the above requirements, the merchant has the right to refuse the return.

Note: Make sure that your return package does not accidentally contain non-LAPOMAZE items. We will not be responsible for sending these items back to you.

How do I return an item?

(1) Log in to your LAPOMAZE account.

(2)Find the order in „My Order” and click the „Return items” button.

(3)Select the item you want to return, choose the reason and fill in the 'return reason’ in detail. You may be asked to upload photos. Click submit.

(4)After receiving your refund and return application, the customer service staff will be in touch to start processing your request within 5 working days. Then you can post the item back to us.

(5)To view the status of your claim, you can see it in Orders – Order Management in your account.

Note: Providing the following information when requesting a refund will help us process your request quicker.

1. Describe in detail what was wrong with the package and leave your email address so Customer Service can get in touch.

2. Upload clear pictures or videos clearly showing the following:

– what’s wrong with the item and why you are returning it.

– whether the packaging is still intact and in a good condition.

– the Express Delivery order information.

How long does it take to process a refund?

We aim to process refunds as quickly as we can but sometimes there may be delays depending on how many orders we have to process.

(1)The LAPOMAZE customer service team will aim to respond to your request within 5 working days

(2) Once we receive your package, we will process your refund within 5-7 working days. We always credit refunds back to the original method of payment.

(3) The time it takes for the refund to show in your bank account will depend on your card provider. After processing your refund, we recommend that you contact your card provider for information on how long it may take.

Please note:

We don’t refund shipping costs or taxes for items you have decided you no longer need. The final refund amount will be the total of the returned item minus return shipping cost and taxes.

Can I exchange an item?

We’re sorry but we can’t currently process exchanges. But you can return your item and place a new order instead.

Contact us

[email protected]