Refund policy
30-DAY RETURN POLICY
We have a 20 day return policy, which means you have 20 days
after receiving your item to request a return.
To be eligible for a return, your item must be in the same
condition that you received it — unworn, unwashed, with all
original tags attached, and in its original packaging. You'll
also need your receipt or proof of purchase.
HOW TO START A RETURN
To start a return, contact us at support@lozelofficial.com
with your order number and reason for return.
If your return is accepted, we'll send you a return shipping
label free of cost, along with a return address and full
instructions on how to send your package back to us. Items
sent back without first requesting a return will not be
accepted.
DAMAGES AND ISSUES
Please inspect your order upon reception and contact us
immediately if your item is defective, damaged, incorrect,
or missing. We will evaluate the issue promptly and make it
right at no additional cost to you.
SIZING AND FIT
We understand that fit can be tricky when shopping online.
If your item doesn't fit as expected, you are welcome to
return it within 20 days provided it remains unworn,
unwashed, and in original condition with tags attached. We
recommend checking our size guide on each product page
before purchasing to ensure the best fit.
EXCEPTIONS — NON-RETURNABLE ITEMS
The following items cannot be returned:
- Items that have been worn, washed, or altered
- Items without original tags or packaging
- Gift cards
- Final sale or deeply discounted clearance items
(unless they arrive damaged or defective)
- Customised or personalised clothing orders
EXCHANGES
The fastest way to get the right size or style is to return
your original item and place a new order once your return is
accepted. This ensures you get exactly what you want without
delays.
EUROPEAN UNION — 14 DAY COOLING OFF PERIOD
If your order is being shipped to the European Union, you
have the right to cancel or return your order within 14 days
of receiving it, for any reason and without justification.
Your item must be unworn, unwashed, and in its original
condition with all tags attached. Proof of purchase is
required.
REFUNDS
Once we receive and inspect your returned item, we will
notify you by email whether your refund has been approved.
If approved, your refund will be processed automatically to
your original payment method within 10 business days.
Please note that your bank or credit card provider may
require additional time to post the refund to your account.
If more than 15 business days have passed since your return
was approved and you have not received your refund, please
contact us at support@lozelofficial.com and we will
investigate immediately.
CONTACT US
For all return and refund enquiries:
Email: support@lozelofficial.com
Last updated: May 25, 2026