Return and refund policy
You have a period of 30 calendar days from the receipt of your order to request a return.
For the return to be accepted, the item must be in the same condition in which you received it, unworn, with its tags and in its original packaging. Likewise, it will be necessary to present the receipt or proof of purchase.
Returns by courier
If you wish to make a return through a transport company, you can send the package to our warehouse in Paterna (Valencia, Spain) using the courier company of your choice.
Return address:
NAVIMA BRANDS SL
Narcís Monturiol, 25
46980 Paterna, Valencia
Spain
Tel.: +34 672 739 974
We recommend using a tracked shipping service and keeping your proof of postage until the return has been processed.
Returns in store
You can also make your return for free at any of our official stores in Barcelona, Valencia, or Madrid.
To do so, you will only need to present the invoice or proof of purchase together with the item you wish to return.
If you have any questions about the return process, you can contact our Customer Service team at customerservice@lolacruz.com.
Damages and defects in orders
Please check your order as soon as you receive it to confirm that the items have arrived correctly and in perfect condition.
If you detect any defect, damage, or issue, or if you have received an item different from the one you ordered, contact our Customer Service team as soon as possible, indicating your order number and, if necessary, attaching photographs that allow us to assess the problem.
Our team will review your case and indicate the steps to follow to find the most appropriate solution as soon as possible.
Exceptions / non-returnable items
Returns of accessories, such as socks, or gift cards are not accepted.
Items that have been worn or show signs of use cannot be returned either. Products must be kept in the same state in which they were received.
In the case of footwear, we recommend trying it on only on a clean, carpeted surface to avoid any marks. For the return to be accepted, the shoes must be returned without signs of use, in perfect condition, and inside their original box and bag.
Handbags and other items must also be returned unworn, with their tags, and in their original packaging, where applicable.
If the product does not meet these conditions, the return might not be accepted.
Exchanges
To exchange a size or model, you must first place a new order for the item you want, to ensure that the size or model you are looking for is available.
Once the new order is placed, write to us indicating the original order number and the new order number, and we will manage the return of the original order free of charge.
Free exchange is available only for orders delivered in the EU, allows one exchange per order, and must be requested within 30 calendar days from receipt of the order.
European Union 14-day cooling-off period
Notwithstanding the above, if the goods are shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As in the previous case, the item must be in the same condition as when you received it, unworn, with the tags, and in its original packaging. You will also need to have the receipt or proof of purchase.
Late returns
Returns must be requested within a maximum period of 30 calendar days from receipt of the order, in accordance with our exchange and return policy.
If we receive a return after this period has passed, the item will be subject to a review by our team. The acceptance of the return will be conditional upon such review and, in certain cases, the return may not be accepted.
In the event that a late return is authorized after the review, a refund of the amount paid via the original payment method will not be issued. Instead, a gift card will be issued for the amount corresponding to the purchase, which is personal and non-transferable, and can be used in our online store.
If you believe your return may be late or there is any circumstance we should take into account, you can contact our Customer Service at customerservice@lolacruz.com before sending the item. We will be happy to review your case and all available information to tell you how to proceed.
Refunds
Once the return is received, our team will review the item to verify that it meets the corresponding conditions. Once approved, the refund will be made using the same payment method used for the purchase, within the period established in our return policy and, in any case, respecting the deadlines and rights established by applicable legislation.
Please note that, once the refund is processed, your bank or card issuer may need additional time to reflect the amount in your account.
If more than 20 business days have passed since the receipt of your return and you still have not received the refund, you can contact us via customerservice@lolacruz.com.
Shipments outside the European Union
Orders shipped outside the European Union may be subject to tariffs, taxes, customs duties, and other import charges established by the authorities of the destination country. These costs are not included in the product price or shipping costs and will be the responsibility of the recipient.
The management and payment of these charges are the responsibility of the recipient and are carried out through the transport company or the corresponding customs authorities. Delivery times may be affected by customs clearance procedures.
If an order is rejected or cannot be delivered due to non-payment of import costs and is returned to our facilities, we may deduct from the refund amount the costs incurred as a result of said return, where legally applicable.
We recommend checking the conditions and potential import charges applicable in your country before placing your order.
Legal Guarantee of Conformity
At Lola Cruz, all our products have the legal guarantee of conformity established by current legislation.
In Spain, new products are subject to a legal guarantee of conformity of three (3) years from the date of delivery, in accordance with the provisions of Article 120 of Royal Legislative Decree 1/2007, of November 16, which approves the consolidated text of the General Law for the Defense of Consumers and Users.
The legal guarantee of conformity protects the consumer against lack of conformity that exists at the time of delivery of the product and which becomes apparent within the legally established period.
When the product shows a lack of conformity covered by the legal guarantee, the consumer will have the right to request the corrective measures provided for by current legislation, which may include, depending on the circumstances and legally established requirements, the free repair or replacement of the product and, where appropriate, a price reduction or contract termination and the corresponding refund.
The application of these measures will be subject to the conditions and limits established in consumer protection regulations.
The legal guarantee of conformity is independent of any additional commercial guarantee that Lola Cruz may offer. Any additional commercial guarantee will be expressly communicated to the consumer and will not limit the rights they are entitled to by virtue of the legal guarantee of conformity.
To exercise their rights in the event of a lack of conformity, the consumer may contact our customer service department, indicating the order number or proof of purchase and providing the necessary information about the incident, so that we can assess the case and offer the corresponding solution in accordance with current legislation.