Refund policy
Returns, Refunds & Exchanges
At LALA LICA, we want you and your pet to love your purchase.
Exchanges
Exchanges are subject to stock availability and conditions
To be eligible for an exchange, the item must:
- Be returned within 14 days of delivery
- Be unworn, unused, unwashed, and in its original condition
- Have all original tags and packaging attached
- Be free from excessive pet fur, odours, stains, damage, or any other signs of wear
We reserve the right to refuse an exchange if the returned item does not meet these conditions. Customers are responsible for all shipping costs associated with an exchange, including the cost of returning the original item and the delivery cost of the replacement item.
Faulty, Damaged or Incorrect Items
If you received an item that is faulty, damaged, or not the item you ordered, please contact us within 7 days of receiving your order with your order number and clear photos of the issue.
Once we receive and inspect your returned item, we will notify you of the outcome. If the item is confirmed and approved to be faulty, damaged, or incorrectly supplied, we will depending on the circumstances, send a replacement item or provide a refund to your original payment method. Please allow 5-10 business days for the refund to appear, depending on your financial institution. We will cover any reasonable return postage costs.
Unfortunately, we cannot accept return for sale items.
No Change of Mind Returns
We do not accept retuns, refunds for change of mind, including if:
- You ordered the wrong size ,colour, or style
- You no longer want the item
- The item does not fit your pet
- You made an incorrect purchase
Please check our size guide carefully before placing your order. If you have any questions about sizing, we're happy to assist before you purchase.
Contact Us
If you believe your item is faulty or you have received the wrong product, please contact us with your order number and details of the issue, and we'll work with you to resolve it promptly
hello@lalalica.com