Returns & Exchanges Policy

1 Overview & Eligibility

We offer a 14-day return window on eligible, in-stock items, counted from the delivery date confirmed by the shipping carrier. To be eligible, your item must be:

• Unworn, unwashed, and unaltered, with no signs of use, perfume, deodorant, or pet hair.
• In original condition, with all tags, ribbons, tissue wrapping, and brand packaging intact.
• Accompanied by your order number and, where applicable, photo evidence of the issue.

Items returned outside the 14-day window, or that do not meet the conditions above, may be refused or subject to a restocking fee at our discretion.

2 What Can & Cannot Be Returned

3 How to Request a Return

4 Refunds & Processing Time

Approved refunds are issued to your original payment method. Typical timelines:

• Credit / debit card: 5-10 business days to appear on your statement.
• PayPal: 1-3 business days.
• Bank transfer: up to 10 business days depending on your bank.

Original shipping charges are non-refundable unless the return was caused by our error. Promotional discounts and gift-with-purchase value are deducted from the refund if the qualifying threshold is no longer met after the return.

5 Exchanges

Because stock moves quickly, we handle exchanges as a two-step flow to guarantee you get the piece you want:

1. Place a new order for the replacement size or style.
2. Return the original item following - . Once it passes inspection, we issue a full refund for the original purchase.

This keeps your desired piece reserved while your return is in transit.

6 Damaged, Defective or Wrong Items

We inspect every parcel before dispatch, but if something arrives in imperfect condition:

• Contact us within 7 days of delivery at [email protected].
• Include your order number and clear photos of the parcel, the defect, and the shipping label.
• For a confirmed quality issue, wrong item, or our error, we will arrange a replacement, repair, or full refund and cover the approved return shipping by pre-paid label or reimbursement of receipted postage.

7 Return Shipping Costs

• Change of mind / fit issues / other non-quality reasons: return shipping is paid by the customer and is not refundable.
• Our error / defective item: Aurora Lolita covers the return shipping via a pre-paid label or refund of receipted postage.
• International customers are responsible for ensuring returns clear their local customs. Any duties or taxes incurred on returns are not refundable.

8 Pre-Orders & Custom-Sized Items

Pre-Order pieces and made-to-measure items are produced specifically for you after your order is placed, which means:

• They are final sale and cannot be returned for change-of-mind reasons.
• Orders can be cancelled for a full refund within 24 hours of purchase, before production begins.
• Defective or misprinted items are still covered under - .

9 Order Cancellation

You may cancel an unshipped in-stock order within 12 hours of placing it by emailing [email protected]. Once an order has been packed or handed to the courier, it can no longer be cancelled, and the standard returns flow ( - ) applies after delivery.

10 Need Help?

Our Lolita stylists are delighted to assist with sizing, returns, or any other concern. The fastest way to reach us is email - we reply within 1 business day, 7 days a week.