Returns and Exchanges
We hope that you will be delighted with your Agnes & Lola purchase. However, if you are not completely satisfied you can return it to us in its original condition, for a refund within 14 days of receipt. Please note that shipping costs will not be refunded.
The customer is responsible for the cost of returning any items and Agnes & Lola is not responsible for any returns lost or damaged in the post. As goods can take up to 7 working days to arrive with us, please ensure you allow adequate time for any return.
UK customers: Please obtain a free Certificate of Posting from the Post Office for all returns. Ensure you keep this Certificate until you have received your refund or exchange.
International customers: Send your return via a prepaid, insured and traceable delivery method. Ensure you mark your package clearly as Returned Goods to prevent delays at Customs. Please retain your shipping documentation, so that we can complete your request in the event of items being lost in transit.
Once the returned goods have arrived with us in their original condition and complete with all their original packaging, we will refund the original method of payment used for the purchase. The refund will be for the full value of the order excluding the original delivery charge.
We will confirm receipt of any goods and try to process all refunds quickly. Please allow up to 10 working days. Also, the time taken for the refund to be credited to your account will depend on your bank or credit card issuer.
International Returns: If your item has been sent to an EU destination, all sales taxes will be refunded. Outside of the EU, sales taxes and custom duties are non-refundable through Agnes and Lola. Customers should contact their relevant local customs authorities for information on how to recover these charges.
If you require a different size of the same item or a completely different item, you are able to do so within 14days of receipt of the item. Exchanges are subject to the item being in stock. You will need to place a new order online and return the original item for a refund.
1. Send an email to email@example.com stating that you wish to return the item. You will need to include your order number, item being returned, name and address in this email.
2. Complete the returns form that was enclosed with your package, including the reason for return.
3. We will provide you with the returns address as we are currently in the middle of a relocation.
4. Send the returns form back to Agnes & Lola with the item(s) in the original packaging. We advise that Agnes & Lola is unable to accept any responsibility for items that fail to reach us.
5. Once we have received and validated your returned item(s), we will process the refund. You will be notified by email that your item(s) have been received and that a refund will be processed.
6. Please allow up to 10 working days for the amount being refunded to show up on your credit card statement.
Important Returns Information
Agnes and Lola will not accept items received outside of the 14 day return period, or items that have been worn, marked (with stains or smells). Items must be returned in their original packaging with the completed returns documentation enclosed.
Please note that items returned worn, stained, smelling of any perfume or deodorant, washed, or handled inappropriately will be returned to the customer at the customer's expense.
At Agnes & Lola, we ensure all items leave in impeccable condition; however, if you have received a faulty item or the incorrect item has been sent, please email firstname.lastname@example.org within 14 days quoting your order number, name and address, product details and the reason for the return. Please also advise whether you require a refund or a replacement. We will then make arrangements to resolve the matter urgently.
Agnes & Lola does not accept refunds for any made-to-measure items. Due to hygiene reasons, Agnes & Lola does not accept returns for swimwear, lingerie or pierced earrings unless the item is significantly not as described.
Should we suspect fraudulent misuse of our returns policy, we reserve the right to refuse returns at our discretion.