Frequently Asked Questions

Retruns

If you don’t like your items or they don’t fit, you can submit your return within 14 days of the date the items arrive to your home.

We do not refund shipping costs and PayPal transaction fees.
Refunds are always issued as store credit.
It can take up to 14 business days to refund you once your return is received.
Products must be returned only if they’re in the original condition, unworn, unwashed, and with the tags still attached.

These are some items we don’t take back:

Anything worn, altered, washed, heavily scented with smoke/ fragrance, or missing its original packaging/tags.
Shoes that have clearly been worn and/or scuffed.
Intimates, swimwear, socks, hats, sunglasses, fragrance/beauty items, earrings, or sample/ warehouse sale and discounted items.
Items not eligible for return are also not eligible for exchange.

If you send an item that is not eligible back to us, you are responsible for further shipping costs to send the item back to you.

We aren’t responsible for return shipping and do not provide a return label. Return shipping is up to you.
If you didn’t pick up your item from a UPS access point (or similar) or input the wrong address and it gets sent back to us, you are responsible for reshipment costs.
If you didn’t pay your duties at customs and the item gets sent back to us, you will have to cover the shipping if you want to reship the item.

Sorry, no! But, you can just return it in the original condition with all the tags and we’ll give you store credit. Then, you can buy it again in a different size or color (or something different!)

Send us an email with your name and order number and we can let you know if your item is eligible for a return!

Please contact customer service by email to obtain the return address.

We’re available to support you via

Email: service@lolitasmile.com

We strive to respond to your questions within 24 hours.

That shouldn’t happen, but we might have messed up! Email us at service@lolitasmile.com within 5 days of receipt and we’ll get you set up to get the right item. If the item is incorrect or damaged, we will need a photo of that item when you contact us. We generally wait for the incorrect item to make it back to us before dispatch another shipment.

Shipping & Orders

All orders are shipped from us in China. You will be notified via email when your order has shipped. Tracking information will be provided in that email.

Please allow up to 3 business days for processing and shipping. Everything is hand packed! Holidays and Major Sales/Launches also may cause a small processing delay.
You will be notified via email when your order has shipped. Tracking information will be provided in that email.
We are not responsible for delays or lost packages. Once the packages leaves out warehouse it is out of our hands, and we are at the mercy of the post office.
If your item was returned to sender (possibly due to the incorrect address being input) then you will be responsible for reshipment costs.

When you get to cart, there will be an option to add it at the end. Some promotions and codes cannot be combined.

We are unable to cancel orders once they are processed. We maybe able to swap out a size – MAYBE. Email us asap at service@lolitasmile.com and we will try to catch it.

Shipping expenses are determined by the mail carrier, unfortunately, we don’t have a say in how much it will cost!

Shipping Help

We provide tracking for every order. Tracking will be available once your product is shipped. Each product may be shipped from different fulfillment centers across the globe as our product research team spends the time to source quality yet affordable products.

When you receive your tracking number, if you need help tracking your order you can go here.

We are sorry you think so! Orders are processed Monday – Friday, excluding Chinese festival holidays.
Check your confirmation email or order update email for your tracking number.

We know as much as you do! What you see on track is what we see. It’s probably not lost, just delayed. Some packages aren’t getting updates and just arrive at their destination weeks later. We can’t do anything about this and thank you for your patience.

Haven’t you received your package yet? Be sure to check your surrounding area and your front desk, if you have one!

If you still haven’t received it, please, let us know and we will do our best to locate it. Remember, we are not responsible for lost or stolen packages, but we will do what we can to find it or file a claim for it. Just email us at service@lolitasmile.com with your order information.

If you know your area is targeted by porch pirates, please have your package shipped to a safe location.

If you have misspelled or auto-filled your address incorrectly, simply reply to your order confirmation email and give us the correct information. Notify us immediately via email at service@lolitasmile.com. If the address is wrong, we can correct this within 48 hours.

Other Questions

Lolita Smile Originals are made in China, in our privately owned boutique factory.

So, while we do have items and/or fabric that we have made and/or sourced from China, we choose factories that pay their workers a living wage and have amazing work conditions. We have a very close relationship with our manufacturers.

Please do not hesitate to contact us at service@lolitasmile.com with any questions on concerns

It can take us up to 24 hours to process customer service emails (longer if your email is sent on a weekend). Our customer service hours are M-F, 9am-4pm. These hours exclude holidays and weekends. We will respond to your email in the order it was received.

Each country has its own taxes and customs fees that vary by type of product and order value. Customers in Europe pay taxes at the time of placing an order, but each country has taxes and fees that vary based on the product/order price.
International customers of Lolita Smile don’t pay taxes when making a purchase, as these are determined by your customs at the time of delivery.
If you’re unsure about the amount of taxes, we recommend you to look into your country’s duties information to avoid surprises when your package arrives.

If you fail to pay taxes and your items are sent back to us, your order will not be refunded.

– All sizes are Asian sizes, not American / European sizes, standard sizes.
– For protection, many items will be shipped in separate packaging.

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