SHIPPING AND RETURN POLICY

Hey girl! 🩷

We try to make returns and exchanges as easy as possible — because let’s be real, nobody loves them. Below is everything you need to know, laid out clearly and simply.

For all returns, please visit our online return portal. 

 

SHIPPING:

• United States | All orders ship with 1-2 business days from Bismarck, ND.
• Canada | We cannot guarantee that your order will not require customs, duties, fees, or taxes. Any applicable customs charges are the responsibility of the customer and are non-refundable.
• OUR FREE SHIPPING OVER $75 CANNOT BE COMBINED WITH OTHER OFFERS.

 

FULFILLMENT METHOD:

• Customers must select their preferred fulfillment method (shipping or in-store pickup) at checkout. 
• Once an order is placed for shipping, it cannot be changed to in-store pickup.
  
• If you have a pickup order and would like it shipped, please contact us for a shipping invoice.

 

IN-STORE PICKUP:

• A VALID PHOTO ID is required for all in-store pickup orders.
• The name on the ID must match the name on the order or be an approved pickup contact.
• In-store pickup orders are considered fulfilled at the time of pickup.
• Responsibility for the merchandise transfers to the customer once picked up.

 

RETURNS & EXCHANGES (14 DAYS)

• Eligible items may be returned or exchanged within 14 days of receiving your shipped order. 
• All return credit will be issued as STORE CREDIT.
• All original hang tags are attached
• Items are unworn, unwashed, and unaltered
• No stains, snags, rips, deodorant marks, pet hair, smoke, or odors. 
• Shoes must be unworn. Any signs of wear will result in the return being denied
• For all returns, please go to our online RETURN PORTAL.
• If "FREE RETURN SHIPPING" was not purchased at checkout, return shipping is the responsibility of the sender. 
• All orders with an exchange made right away, we'll cover the shipping on the new item, regardless if you paid for the free return shipping or not. 
• Once a return is received, please allow up to 3 days for us to process your return/exchange.

>> In-store environment notice: our retail space uses an high quality, professional-grade in-store diffuser as part of our signature store experience. While we take care in selecting clean, premium fragrance oils, individual sensitivities vary. As a result, items received may carry a light fragrance from the environment. This is not considered a defect or damage and does not quality for items for return or exchange.

 

IN-STORE PICKUP POLICY

• Orders selected for in-store pickup must be collected within 14 days of receiving the "ready for pickup" notification.
• In-store pickup orders are eligible for return or exchange within 14 days of the original purchase date.
• In-store pickup orders are considered fulfilled at the time of pickup, and responsibility of the merchandise transfers to the customer once picked up. 
• Orders not picked up within the pickup window may be cancelled at our discretion and issued store credit. Please reach out if you won't be able to make it within that 14 day window for extension. 
• Orders left unclaimed for 30 days or more will be considered abandoned and are no longer eligible for store credit or exchange. 
• Please note that our retail space uses a signature scent diffuser, and items picked up in-store may carry a light fragrance from the store environment.

 

FINAL SALE ITEMS:

The following are final sale and non-returnable:

• Preorder items
• Sale items
• Socks, hats, beanies, bralettes, headbands
• Earrings, lip balm, lip scrub, lotions, Whish products, Touchland
• Candles and home fragrance
• Simmer pot potpourri 

 

ORDER  CANCELLATIONS + REFUNDS:

Orders cannot be cancelled, refunded, or modified after checkout. Approved returns, when eligible under our return policy, are issued as store credit only. Refunds to the original form of payment are not offered.

RE:DO SHIPPING ADD-ON:

Redo shipping is an optional add-on at checkout that provides free return shipping on eligible returns. Choosing Redo at checkout simply means your return shipping label is covered if you decide to return your item.

CHARGEBACKS & PAYMENT DISPUTES:

If a chargeback is filed for an order:

• The return and refund process for that order is immediately voided.
• Orders involved in a chargeback are not eligible for returns, exchanges, or store credit while the dispute is open or after a decision is made.
• If payment for an order is reversed through a chargeback and the merchandise has been received, the order will be considered unpaid and subject to recovery efforts. 

 

ACCOUNT STATUS:

Accounts with unresolved balances or payment reversals may be restricted from:

• Future purchases
• In-store pickup
• Participation in store-managed communities

 

LOST OR STOLEN PACKAGE:

If your package has been lost, please reach out to us as well as your package handler. We ship using USPS and sometimes UPS. When viewing your tracking it will tell you who is handling your package.

• We are not responsible for lost or stolen merchandise.

 

QUICK REMINDERS (Yes, we're repeating ourselves.. 😉)

• Returned merchandise must be unworn, unwashed, and unaltered.
• All hang tags must be intact
• Items with smoke, deodorant, pet, or other orders will not be accepted
• Return processing takes approximately 3 business days after approval
• Store credit will be issued to your LOT21 account
• Lost or stolen packages are the responsibility of the customer.
• Damaged items must be reported within 24 hours of delivery with photos.

Last little note, we appreciate you supporting our small business. If you ever have any comments, questions.. really anything, reach out. We are here for you. 💕

>>>>>> Contact us with any questions HERE! <<<<<<