Refund policy
Returns and Refund Policy
You have 30 calendar days from the date you receive your order to request a return.
For a return to be accepted, the item must be in the same condition in which you received it, unused, with its tags attached and in its original packaging. You must also provide the receipt or proof of purchase.
Returns by Courier
If you wish to return your order using a courier or other transport company, you may send the package to our warehouse in Paterna (Valencia, Spain) using the carrier 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 your return has been processed.
Returns in Store
You may also return your order free of charge at any of our official stores in Barcelona, Valencia or Madrid.
To do so, simply present your 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.
Damaged or Defective Orders
Please check your order as soon as you receive it to make sure that all items have arrived correctly and in perfect condition.
If you notice any defect, damage or issue, or if you have received an item different from the one you ordered, please contact our Customer Service team as soon as possible, providing your order number and, if necessary, attaching photographs that allow us to assess the issue.
Our team will review your case and advise you on the steps to follow to find the most appropriate solution as quickly as possible.
Exceptions / Non-Returnable Items
Returns are not accepted for accessories such as socks or for gift cards.
Items that have been used or show signs of wear cannot be returned. Products must be kept in the same condition in which they were received.
For footwear, we recommend trying the shoes only on a clean, carpeted surface to prevent any marks. For a return to be accepted, shoes must be returned without any signs of use, in perfect condition and in their original box and bag.
Bags and other items must also be returned unused, with their tags attached and in their original packaging, where applicable.
If the product does not meet these conditions, the return may not be accepted.
Exchanges
To exchange an item for a different size or model, you must first place a new order for the item you wish to receive, to ensure that the desired size or model is available.
Once you have placed the new order, please contact us providing both the original order number and the new order number, and we will arrange the return of the original order free of charge.
Free exchanges are available only for orders delivered within the EU, allow one exchange per order, and must be requested within 30 calendar days from the date of receipt of the order.
Legal Guarantee and Defective Products
All our products are covered by the applicable statutory guarantee of conformity. If a product has a defect or lack of conformity, please contact our Customer Service team at customerservice@lolacruz.com, providing your order number and attaching photographs of the item and the issue identified.
Our team will review the case and inform you of the necessary steps to manage the issue. Where applicable, the remedies provided for under the applicable legislation, such as the repair or replacement of the product, will be carried out at no cost to the consumer. If these remedies are not possible or cannot be carried out within a reasonable period of time and without significant inconvenience, other remedies provided for by law, such as a price reduction or refund, may apply.
This statutory guarantee is independent of our commercial returns policy and does not limit the rights to which consumers are entitled under applicable law.
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 having to provide a justification. As in the case above, the item must be in the same condition in which you received it, unused, with its tags attached and in its original packaging. You must also provide the receipt or proof of purchase.
Refunds
Once the return has been received, our team will inspect the item to ensure that it meets the applicable return conditions. Once the return has been approved, the refund will be issued using the same payment method used for the purchase, within the timeframe established in our returns policy and, in any event, in accordance with the deadlines and rights established by applicable law.
Please note that, once the refund has been processed, your bank or card issuer may require additional time for the amount to appear in your account.
If more than 20 business days have passed since we received your return and you have still not received your refund, you may contact us at customerservice@lolacruz.com.
Orders Shipped Outside the European Union
Orders shipped outside the European Union may be subject to customs duties, taxes, customs clearance fees and other import charges imposed by the authorities of the destination country. These costs are not included in the product price or shipping costs and are the responsibility of the recipient.
The management and payment of these charges are the responsibility of the recipient and are handled through the carrier or the relevant customs authorities. Delivery times may be affected by customs clearance procedures.
If an order is refused or cannot be delivered due to non-payment of import charges and is returned to our facilities, we may deduct from the refund any costs incurred as a result of such return, where legally applicable.
We recommend checking the import requirements and any applicable charges in your country before placing your order.