Returns & Exchanges
How do I return my order?
Damaged or wrong products
In case of a damaged product or a different product has been delivered than you ordered, please contact our Customer Care team for further instructions.
Return costs will be for us in the event a damaged or the wrong product has been delivered to you.
To all products ordered through our web shop, a trial period of 14 days after receiving your order applies.During this trial period, you can inform us at any time that you would like to revoke your purchase without the need to state a reason, we will offer free return. To inform us that you would like to return, please contact our customer service via email: firstname.lastname@example.org.
How long does it take to process my return?
Once you notify us that you would like a return, we will email you within 24 hours(within working days) and send you a pre-paid return label within 48 hours(within working days).
Once your return has been received by the warehouse and it complies with our returns policy, we will refund you by your original payment method. Please be aware that payments can take up to 7 working days to process depending on your bank or payment provider. Returned items will be refunded excluding the original cost of shipping.
After we have issued the refund, it will take up to 3 business days for the funds to be placed back on your credit card or Paypal account.
Return ConditionsFor a product to be returned it must be purchased from Lola Rose’s official website. Products purchased from Lola Rose brand stores or other channels are not eligible for returns under this policy. Return terms of service do not apply to customized products or other products that are not suitable for return according to the nature of the product and confirmed by the customer at the time of purchase.
The returned product must maintain the original new unused state, quality, and function of the watch when it was received, and not affect the secondary sale of the product. Please attach all original product tags, accessories, instructions, any accompanying gifts and any other bundled gift box packaging.
When sending the return package, please be sure to use the original packaging. Lola Rose is not responsible for any damage or loss of goods caused by the shipping process.
*The Lola Rose brand reserves the right to change the merchandise return and repair agreement at any time. In case of any objections, the Lola Rose brand reserves the right of final interpretation.
Unfortunately, we don’t offer exchanges at the moment, but you can place a new order and initiate a return. Your refund will be processed as soon as we receive the returned package.
Provided that all requirements for revocation have been met, Lola Rose will refund your paid purchase amount for the returned products as soon as reasonably possible and in any event within 14 days after having received the return shipment. Any costs for delivery of the product to you will be refunded too unless not all products that have been delivered to you were returned.Lola Rose will deduct any import taxes, duties and/or custom (administrative) costs as far as these have been charged to CLUSE from the amount to be refunded. Any refund will be made to the account that you used to pay the original order.
For product or online-order-related inquiries, please contact us via email at
+852 5427 4823
*This phone number is only for business registration. Please DO NOT use it for customer service.