Returns & Refunds Policy
Lola Liquorice
Last updated: March 2026
At Lola Liquorice, each bag is crafted with care, intention, and attention to detail. We want you to feel confident in your purchase and to love your piece from the moment it arrives.
This policy outlines how we handle returns, exchanges, and refunds in a fair and transparent way, in line with South African consumer protection laws.
1. Our Commitment to You
We stand behind the quality of every Lola Liquorice piece. If something is not as it should be, we will make it right.
2. Defective or Incorrect Items
If you receive an item that is:
- Faulty or defective
- Incorrect and not what you ordered
- Damaged in transit
Please contact us within 7 days of delivery.
We will:
- Arrange a return or collection where applicable
- Offer a replacement, repair, or full refund, depending on the situation
There will be no additional cost to you in these cases.
3. Change of Mind Returns
Due to the limited-edition and handcrafted nature of our products, we do not generally offer returns for change of mind.
However, at our discretion, we may consider such requests if:
- The item is unused
- It is in its original condition and packaging
- The request is made within 7 days of delivery
If approved:
- A refund or exchange may be offered
- A handling or restocking fee may apply
- Return shipping costs are the responsibility of the customer
4. Return Conditions
To be eligible for a return:
- The item must be unused and in original condition
- All original packaging, tags, and protective materials must be intact
- The item must not show signs of wear, use, or damage after delivery
We reserve the right to decline a return if these conditions are not met.
5. How to Request a Return
To initiate a return, please contact us with:
- Your order number
- A description of the issue
- Clear photographs, if applicable
Email: tracey@lolaliquorice.co.za
Phone: 082 894 1234
We will guide you through the next steps.
6. Refund Process
Once your return has been received and inspected:
- Approved refunds will be processed to your original payment method
- Please allow 5 to 10 working days for the refund to reflect, depending on your bank or payment provider
7. Exchanges
Where possible, we will offer an exchange for:
- Defective items
- Incorrect items
- Approved returns, subject to availability
As our collections are produced in limited quantities, replacement items may not always be available.
8. Natural Characteristics of Leather
Our bags are made from genuine leather, a natural material that evolves over time.
Please note:
- Variations in texture, grain, and colour are normal
- Natural markings and subtle differences are not defects
- With time, your bag will develop a unique patina
These characteristics are part of the beauty and individuality of your piece.
9. Late or Missing Refunds
If you have not received your refund within the expected timeframe:
- First check with your bank or payment provider
- If the issue persists, please contact us and we will assist
10. Contact Us
If you have any questions or need assistance, we are here to help:
Email: tracey@lolaliquorice.co.za
Phone: 082 894 1234
Final Note
Every Lola Liquorice piece is created to be carried, lived with, and loved over time. Should anything fall short of that experience, we are committed to resolving it with care, fairness, and respect.
