Refund policy

Returns, Refunds & Damaged Items Policy

At Love Lolla, every product is thoughtfully designed and carefully packaged with the hope that it brings encouragement, joy, and faith into your daily life. We take great pride in the quality of our products and want you to be delighted with your purchase.

1. Damaged, Defective or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 7 days of receiving your order.

To submit a claim, please complete our Damaged Items Form and provide:

  • Your order number

  • A description of the issue

  • Clear photographs of the item and packaging

  • Any additional information requested in the form

Customers are encouraged to inspect their order upon delivery and report any visible damage as soon as possible.

Once we have reviewed your claim, we will, where applicable and in accordance with the Consumer Protection Act, arrange a replacement, repair, or refund.

2. Returns and Exchanges

We do not offer returns or exchanges for:

  • Change of mind

  • Ordering the incorrect product

  • Personal preference regarding design, colour, style, or size

  • Products that have been used, written in, damaged, or altered after delivery

Please review your order carefully before completing your purchase.

3. Personalised and Custom-Made Products

Personalised, custom-made, or made-to-order products cannot be returned, exchanged, or refunded unless they are defective, damaged, or incorrectly supplied.

Customers are responsible for ensuring that all names, dates, spelling, and customisation details provided at the time of ordering are accurate.

4. Order Cancellations

Orders may only be cancelled before they have been processed or dispatched.

Once an order has been processed, packed, personalised, or dispatched, cancellation may not be possible.

5. Refunds

Where a refund is approved, it will be processed using the original method of payment where possible.

Please allow up to 14 business days for the refund to reflect after approval, depending on your payment provider or financial institution.

For EFT payments, we may request proof of banking details to process the refund securely.

6. Delivery and Shipping Issues

If your order has not arrived within the estimated delivery timeframe, please contact us so that we can assist in investigating the matter with the courier service.

Once an order has been delivered to the address provided by the customer and delivery has been confirmed by the courier, Love Lolla cannot be held responsible for lost, stolen, or misplaced parcels.

7. Product Variations

We make every effort to display product colours, designs, and finishes as accurately as possible. However, slight variations may occur due to screen settings, printing processes, and lighting conditions.

Such variations do not constitute defects.

8. Consumer Rights

Nothing in this policy is intended to limit or exclude any rights afforded to consumers under the Consumer Protection Act, 68 of 2008, the Electronic Communications and Transactions Act, 25 of 2002, or any other applicable South African law.

9. Need Assistance?

If you have any questions or concerns regarding your order, we are always happy to help.

Email: support@lovelolla.co.za
WhatsApp: 

To assist us in resolving your query efficiently, please include your order number in all correspondence.

"Whatever you do, do it all for the glory of God." – 1 Corinthians 10:31