Return Policy
Lollaland products were designed and manufactured with great care, so we want you and your child to be happy with your purchase.
We accept returns only on products purchased directly from our website. If you did not purchase an item from lollaland.com, we kindly ask that you return the product, with proof of purchase, to the store where it was originally purchased.
Unopened Items
Unopened and unused items can be returned within 30 days unless specifically stated on the product details page. The packaging must be in the same condition as when initially received.
Opened Items
Opened items are not elligible for returns. this includes:
- Items that have been opened or removed from the packaging
- Items that have visible indications that the packaged has been opened
- Opened cases that are no longer factory sealed
PLAYMAT RETURNS
Please inspect the color, look and feel of your mat before opening the plastic wrap to make sure it is what you were expecting. If you would like to exchange a playmat, please return the unopened item(s) for a refund within 14-days of the delivery date and place a new order. The customer is responsible for return shipping; approx. $16-$29.
Please email hello@lollaland for return authorization. Please indicate your order number, items, and reason for return and we will provide further instructions.
Damaged and Defective Items
Any defective item or item damaged in transit can be exchanged for a replacement of the same item (or a replacement part depending on the issue), if you send us the request within 30 days of receiving your order. If the item is no longer available, we will be happy to issue a refund.
We may request that you e-mail a picture of your broken or defective item to help us determine what exactly is wrong and if a replacement part would be helpful.
How to Return an Item
Please contact Customer Service to receive authorization for your return so that the item(s) can be accepted. Any returns without authorization will be delayed and possibly not be eligible for a refund. Customer service may be reached by:
- Email: hello@lollaland.com
- Phone: 310-776-5655 Monday - Friday, 8 am - 4 pm PST.
Return Shipping - Domestic Customers
If the return is due to our error or a damaged or defective product, we will cover any return shipping fees as long as the return is completed through a lollaland return option (a prepaid label provided by us). If you choose a self-return option (a carrier or service of your choice) you will pay the cost charged by the carrier selected and will not be reimbursed. We are not responsible for any lost or damaged packages through a self-return option.
If the return is for any other reason, we will not pay for the return shipping fees and you will be responsible for all shipping costs without reimbursement. We are not responsible for any lost or damaged packages returned to us.
Return Shipping – International Customers
If the return is due to our error or a damaged or defective product, we will issue store credit for what it would reasonably cost to ship the item back to us using a cost-efficient method. You will be responsible for shipping the item(s) back and paying for the actual shipping fees.
If the return is for any other reason, we will not pay for the return shipping fees and you will be responsible for all shipping costs without reimbursement. We are not responsible for any lost or damaged packages returned to us.
How to Prepare Your Item for Return Shipping
Please pack the item in an appropriate-sized shipping box and use bubble wrap or other fill to adequately protect the item. Please do not ever place the shipping label directly on the item to return it as this results in a partial or no refund. If the item is damaged in transit or received in less-than-original condition due to poor packaging your refund will be less.
Refunds
Refunds on returns are issued after the product has been received and processed. Refunds are in the original form of payment. In cases where this is not possible, store credit will be issued.
You may view your account to check a refund status. Once we issue your refund there may be a delay for these funds to show in your account:
- Credit Cards: Typically 3-5 business days
- PayPal: Depends on your PayPal original source of payment. PayPal states up to 30 days.
- Store credit: Available immediately
Refused and Undeliverable Shipments
A refused shipment will be treated as a return and any return costs will be deducted from the refund.
If a shipment is returned to us as undeliverable due to an error on your part (such as incorrect address or not home), we will contact you to reship the package; any return and reshipping costs are due before the package is reshipped. Re-shipments for domestic customers may not be elligible for Flat Rate Shipping.
International customers will be responsible for any additional fees, duties, or taxes for refused or undeliverable shipments. If customs disposes your shipment for any reason, no refunds will be issued for product or shipping.
Restocking Fees
We typically do not assess restocking fees but reserve the right to do so in some situations:
- Returned shipment contains missing, damaged, or opened items
- Merchandise inspected by Customs
- The return was received after the 30 day return window
Our Customer Service team will contact you with any general concerns prior to issuing a refund.
To exchange or return a product, please call us at 310-776-5655, Monday – Friday from 8:00AM – 4:00PM PST or for faster service, email us at hello@lollaland.com.
No returns/refunds will be granted after 30 days from the date of shipping.
