Refund policy

Returns

We offer a 30-day return window, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, the item must be in the same condition as received, unused, with original packaging and proof of purchase.

To initiate a return, please contact us at lorastiacom@gmail.com. Returns sent without prior authorization will not be accepted.

If your return is approved, we will provide a return shipping label along with instructions.
Authorized returns should be sent to our US address.

Shipping Issues, Incorrect Items & Resolution Process

Please inspect your order upon delivery and contact us immediately if:

  • the item is damaged
  • the item is defective
  • the item received is incorrect

In the event of an incorrect item due to a warehouse or fulfillment error, our standard resolution process is replacement first.

If a replacement shipment has been issued:

  • The order is considered actively being resolved
  • A refund cannot be requested until the replacement has been delivered
  • Customers are required to wait for the replacement delivery

In some cases, replacement shipments may be sent before the incorrect item is delivered or returned, in order to resolve the issue as quickly as possible.

Unless specifically instructed, incorrect items do not need to be returned.

Refund Eligibility

Refunds are only considered under the following conditions:

  • The order has been fully delivered
  • Any replacement shipments (if applicable) have also been delivered
  • Returned items (if required) have been received and inspected

If a replacement item has already been shipped, a refund request will only be processed after the replacement is delivered and the item is returned to us if requested.

Refunds will not be issued for:

  • Orders still within the stated delivery timeframe
  • Shipping delays caused by carriers
  • Orders where a replacement has been shipped but not yet delivered
  • Failure to return items when required
  • Incorrect assumptions about promotions not offered at checkout

Exchanges

We do not offer direct exchanges.
If you wish to receive a different item, the original item must be returned (if required), and a new order placed once the return is approved.

Exceptions / Non-Returnable Items

The following items are non-returnable:

  • Perishable goods
  • Custom or personalized items
  • Personal care items
  • Hazardous materials, flammable liquids, or gases
  • Sale items
  • Gift cards

If you are unsure whether your item qualifies, please contact us before initiating a return.

European Union 14-Day Cooling-Off Period

For orders shipped to the European Union, customers have the right to cancel or return their order within 14 days of delivery, without providing a reason.

Returned items must be unused, in original packaging, and accompanied by proof of purchase.
This right does not override the replacement-first policy in cases of incorrect items already resolved by shipment of a replacement.

Refund Processing

Once your return is received and inspected, we will notify you of approval or rejection.

If approved, refunds will be issued to the original payment method within up to 10 business days.
Please note that processing times may vary depending on your bank or card issuer.

If more than 15 business days have passed since refund approval, please contact us at lorastiacom@gmail.com.

Customer Acknowledgement

By placing an order on our website, customers acknowledge and agree to:

  • The stated delivery timelines
  • Our replacement-first resolution process
  • Waiting for replacement shipments before requesting refunds
  • Returning items when required to receive a refund