Return

 

RETURN & REFUND

 

Ordered items can be returned within 14 days after your order has arrived, with the exception of items marked as “final sales” and jewelry products, which are non-returnable. All returned items must be in the original condition, unworn, unused, unaltered, unwashed, and undamaged, with all tags and original packaging included. It must not have been used for personal or promotional purposes in photography shoots, social media, or commercially. Otherwise, we might not be able to proceed with a return. There are no processing fees for returns.

 

Please note that you’ll need to cover the return expenses and the initial shipping fee will not be refunded. All return items should be sent to us through registered mail or courier services that can be tracked, as we are not liable for any lost mail. Also note that leaving an order uncollected from a postal office does not count as a return. In this case, we are unable to provide a full refund and you will be charged for postal delivery costs.

 

Once your return request has been granted, you must send the return item back within 14 days and share the tracking number with us once the item has been shipped; otherwise, your return request will be canceled. Your refund will be processed after the items have been received by us in their original condition, and we will notify you via email. Your refund will be made back to the same payment method you used when placing your order. We cannot change card numbers or refund via a different method or to a different person. The credit will be visible in your account within one or two billing cycles, depending on the time required for banking procedures for the credit card issuers.

 

Customers found returning items repeatedly will be refused at our discretion. In the unlikely event that any of the above conditions are not met, we reserve the right to reject your return.

 

Return approval is at the discretion of Lonoco Limited and we reserve the right to deny responsibility for any item that is outside of the aforementioned policy.



CUSTOMS DUTIES & TAXES

 

For international shipping, we are unable to waive or refund duties and taxes, even if the order is returned back to us. However, you may be able to recover these by contacting your local customs bureau.



HOW TO RETURN

 

To start a return please, please follow below instructions:

 

  1. Click the profile icon in the top right corner of the page.
  2. Log in to your account. In the Email field, enter your email address, and then click "Continue". Go to your email account, open the email sent from our store and copy the six-digit verification code included in the email. Go back to our online store, and then enter a six-digit verification code.
  3. Click the order that you want to submit the return for.
  4. If your order has more than one item, then select the items that you want to return.
  5. Select a return reason and add a note for the store.
  6. Click "Request return".

     

    We’ll follow up within 24 hours and send you an email once your request has been approved, along with instructions on how to ship your returns to us. 

     

    Following inspection and acceptance of your return, you will receive confirmation via email that a refund or merchandise credit has been issued. Please allow up to 21 business days for your return to be processed.

     

    EXCHANGE

     

    Lonoco does not offer or accept exchange. If you’d like a different size, style or color, please return the original item and place another order for the new item.



    FAULTY ITEMS

     

    If your item arrives damaged, defective, or incorrect, you’ll need to report to us within 7 days of receipt for replacement or refund. Items which have been damaged as a result of incorrect garment care or general wear are not considered to be faulty. To be eligible for refund or exchange, item(s) must be unused and in original condition, unworn, unused, unaltered, unwashed, and undamaged, with tags and in their original packaging, without this it will not be processed.

     

    To report faulty items, please send an email to our Customer Care Team.

    Include the following information and we will let you know what happens next:

     

    • Your order number
    • What’s wrong? Let us know what the problem is
    • Pictures of the item(s)

     

    Please note that you will still be responsible for any return shipping fees and original shipping charges. Plus, international shipping may result in additional duties and taxes, and the original import taxes and duties paid are also non-refundable.