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 —3. 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 —6.

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 (—3) 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.