Refund Policy

Last updated: 15 September 2026

We really want you to love your Lola Loop Charm! Every charm is handmade, one loop at a time. If something isn’t right, this policy explains what you can do. Nothing in it affects your legal rights as a consumer.

Changed your mind? 14-day returns

You can cancel your order for any reason within 14 days, starting the day after you receive it.
To cancel, email us at hello@lolaloopcharms.com within those 14 days with your order number and the item(s) you’d like to return.
Please then send the item(s) back within 14 days of telling us, to: Lola Loop Charms, Suite Ra01, 195–197 Wood Street, London, England, E17 3NU, United Kingdom.
Items should be unused and in the same condition you received them, ideally in their original packaging. If an item has been used or damaged beyond what’s needed to look at it, we may reduce your refund to reflect that.
You pay the cost of return postage. We recommend a tracked service, because we can only refund items that reach us.

Custom and personalised orders

Charms made to your own design, character, colours or personalisation are made especially for you, so they can’t be returned just because you’ve changed your mind. This doesn’t affect your rights if a custom item is faulty or isn’t what we agreed.

Faulty, damaged or wrong items

If your charm arrives damaged, faulty, or isn’t what you ordered, please email us within 30 days of delivery with your order number and a photo. We’ll arrange a replacement or a full refund, and we’ll cover the cost of sending it back (sometimes you won’t need to send it back at all).
After 30 days you’re still protected by the Consumer Rights Act 2015. Just get in touch and we’ll arrange a repair, replacement or refund.

Please note: because every charm is handmade, small differences in stitching, colour and size are part of what makes each one unique, and aren’t a fault. Colours can also look slightly different on different screens. Normal wear and tear, or damage from accidents or incorrect care (for example, machine washing), isn’t covered.

Your refund

We’ll refund you within 14 days of receiving your return (or of you showing us proof that you’ve posted it, whichever comes first). For faulty items, we’ll refund as soon as we’ve confirmed the problem.
Refunds go back to your original payment method. Your bank may take a few extra days to show it.
If you return your whole order within the 14 days, we’ll also refund the original standard delivery charge. If you chose a more expensive delivery option, we’ll refund the cost of standard delivery. If you return only part of your order, the original delivery charge isn’t refunded.
We don’t refund the cost of sending items back to us, unless the item was faulty or wrong.

International returns

The same 14-day returns policy applies wherever you are. Please mark your parcel as “returned goods” on the customs form so we aren’t charged import fees. If we are charged fees because of how a return was sent, we may take them off your refund. We can’t refund import duties or taxes charged by your own country on the original delivery, but you may be able to reclaim them from your local customs authority.

Exchanges

We don’t offer direct exchanges. If you’d like something different, please return your item for a refund and place a new order.

Questions?

Just email us at hello@lolaloopcharms.com. We’re always happy to help!