How do I return my order?

Damaged or wrong products
Please examine the received items within 48 hours of accepting the package. Should you have any inquiries, kindly reach out to our after-sales team at support@lolaroseglobal.com.
After the initial 48-hour period, we will consider the product to be in perfect condition without any issues.
We appreciate your prompt inspection. Thank you for your understanding.

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.

Other products
For all products ordered through our online official store, 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 a free return. To inform us that you would like to return, please get in touch with our customer service via email: support@lolaroseglobal.com.

How long does it take to process my return?

Once you notify us that you would like a return, we will email you within 48 hours(within working days) and send you a pre-paid return label within 72 hours(within working days).
Please note that for some countries/regions, we cannot provide prepaid return labels. In such cases, you will need to pay for the return postage upfront. Kindly take a photo or screenshot of the postage payment receipt. Once the returned product is received and verified by our warehouse, we will process your refund and reimburse the postage cost.

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 to the original payment method.

Return Conditions

For 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 returning the parcel, please make 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.

Exchanges

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.

Refund

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 receiving 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 Lola Rose from the amount to be refunded. Any refund will be made to the account that you used to pay the original order.

Contact Us

For product or online-order-related inquiries, please contact us via email at 
support@lolaroseglobal.com

Phone Number
+852 5427 4823

*This phone number is only for business registration. Please DO NOT use it for customer service.

WARRANTY POLICY ON WATCHES

Watches purchased from the Lola Rose official online store can enjoy warranty repair service for 2 years from the date of purchase with order information, provided they comply with Lola Rose’s repair terms.

If your product requires repairs, please contact us via email: support@lolaroseglobal.com during the warranty period and return the product to the designated repair address. Please be aware that you may be responsible for the shipping costs.

If the product needs to be repaired after the 2-year warranty period expires, we can provide you with professional repair services for a reasonable service fee. Please reach out to support@lolaroseglobal.com for more information.

 

MAINTAINANCE CLAUSE ON WATCHES

1. Lola Rose offers a 2-year warranty service. Within two years after purchase, with exceptions for improper use (the product is severely dropped, deformed, the watch band breaks, surface scratches, abrasion, corrosion, oxidation, water ingress, etc.), natural wear and tear, and changes to the product’s appearance and damage caused by ageing, customers can enjoy complimentary repair service.

2. If the watch is damaged due to maintenance, service or modification by persons other than Lola Rose's official repair personnel, it will not be covered by this limited warranty and will invalidate the limited warranty. If the product number engraved on the case disappears or is erased, altered, forged, replaced, defaced or illegible, the limited warranty will become invalid.

 

WARRANTY POLICY ON JEWELLERY

Jewellery purchased from the Lola Rose official online store can enjoy warranty repair service for 1 year from the date of purchase with order information, provided they comply with Lola Rose’s repair terms.

If your product requires repairs, please contact us via email: support@lolaroseglobal.com during the warranty period and return the product to the designated repair address. Please be aware that you may be responsible for the shipping costs.

If the product needs to be repaired after the 1-year warranty period expires, we can provide you with professional repair services for a reasonable service fee. Please reach out to support@lolaroseglobal.com for more information.

 

MAINTAINANCE CLAUSE TO JEWELLERY

Lola Rose provides a 1-year warranty service. Within 1 year from the date of purchase, you can benefit from our quality assurance services, excluding cases of severe stone detachment, deformation, chain breakage, surface scratches, wear, corrosion, oxidation, and other similar damages, as well as natural wear and tear resulting from improper personal use.