FAQ

At Loloma Living and Lola+Lola we pride ourselves on our exceptional customer service. Please find below some answers to common questions:

What is Lola+Lola?

Lola+Lola is our physical or 'bricks/mortar' boutique located in Tamborine Mountain, Queensland.  Our online store connected to our physical store is called Loloma Living. It is the same shop, operated with love by the same Mother/Daughter team, Somer and Jewel. So, if you've met us instore, or discovered us online here - we want you to know that we are the same small Australian business.

 

Refunds & Returns

WHAT IS YOUR REFUND & RETURNS POLICY?

We want you to love what you buy from us, and we've tried to make this policy as fair and straightforward as possible.

CAN I DO A CHANGE OF MIND RETURN?

If you bought online - yes, in most cases! If you haven't had a chance to try the item on in-store, we're happy to offer a return or exchange, as long as:

  • The item is unworn, unwashed, and has its original tags attached (not re-attached)
  • You contact us within 7 days of receiving it
  • We receive the item back within 7 days of our reply approving your return

Simply cover the cost of postage back to us, and (for exchanges) the cost of sending your new item back out to you. If we don't receive the item within the 7-day window, we're unable to offer a refund, but we'll happily provide a credit note valid for 6 months instead.

Please note: this doesn't apply to sale or final sale items - more on that below.

If you bought it in-store - our change room is your best friend! We encourage everyone to try before you buy, so you can be confident in your fit. Because of this, we're not able to offer refunds or exchanges for change of mind or sizing on in-store purchases - and this also applies to anything tried on in our change rooms before an online purchase.

WHAT ABOUT SALE ITEMS?

Sale and final sale items are yours to keep - they're not eligible for return, refund, or exchange for change of mind or sizing, whether purchased in-store or online. 

HOW DO I START A RETURN?

It's easy - just follow these three steps:

  1. Email us at hello@lolomaliving.com within 7 days of receiving your order
  2. Wait for our approval - we'll confirm your return is eligible before you send anything back 
  3. We'll send you full instructions, including the return address, once approved and the date by which we need to receive it

Please hold off on posting anything back until we've confirmed approval as returns sent without this won't be accepted, and items must arrive within the timeframe above.

What if my item is faulty?

We check every item carefully before it goes out, so faults are rare - but if something's slipped through, we've got you covered.

  • Email us at hello@lolomaliving.com within 7 days of receiving your order, with a clear photo of the fault and your order details
  • We assess every claim individually based on the evidence provided
  • If approved, we'll send you a prepaid return label - postage is on us
  • The item just needs to be unworn, unwashed, and with tags attached

Once we've inspected the returned item and approved your claim, we'll process your refund.  This applies whether it's a sizing exchange, general return, or fault claim. Refunds are processed through Shopify, and it can take 5–14 business days for your bank to credit the funds back - this part is outside our control, so thanks for your patience!

Reporting within 7 days simply helps us tell a genuine fault apart from general wear and tear - it doesn't affect your rights under Australian Consumer Law, which always apply, regardless of timing.

Ready to start a return or report a fault?

Email hello@lolomaliving.com with your order number and a brief description of the issue (plus a photo, if it's a fault). We aim to get back to you within 1–2 business days.

YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW

Nothing in this policy limits your rights under the Australian Consumer Law. If an item has a major fault or doesn't match its description, you're entitled to a repair, replacement, or refund as required by law, regardless of the timeframes above.

Late Deliveries, Damage & Loss of Goods

Lola+Lola/Loloma Living cannot be held responsible for late deliveries, loss or damage of products ordered through the website. We utilise third party delivery services and cannot provide any warranty or guarantee that no damage will be caused during the delivery of any products you order from our website. However, we will do all we can to package your products in a safe manner, including bubble wrap if necessary.

Customer Questions

If you have any questions in regards to your order, delivery or shipping, please contact us at: hello@lolomaliving.com  We are very reasonable and aim to ensure a fair outcome for all parties.


 

OUR PRIVACY POLICY

Lola+Lola/Loloma Living is committed to providing quality services to you, and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.

We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The APPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.

A copy of the Australian Privacy Principles may be obtained from the website of the Office of the Australian Information Commissioner at www.oaic.gov.au

What is Personal Information and why do we collect it?

Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect include: names, addresses, email addresses, and phone numbers.

This Personal Information is obtained in many ways, including through your correspondence with us by phone or email, via our website www.lolomaliving.com.au, from cookies used on our website, and from third parties such as our payment and shipping providers.

We collect your Personal Information for the primary purpose of providing our services to you, providing information to our clients, and marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing.

When we collect Personal Information, we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.

Sensitive Information

Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual's racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record, or health information.

Sensitive information will be used by us only:

  • For the primary purpose for which it was obtained
  • For a secondary purpose that is directly related to the primary purpose
  • With your consent; or where required or authorised by law

Third Parties

Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case, we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.

Disclosure of Personal Information

Your Personal Information may be disclosed in a number of circumstances, including the following:

  • Third parties where you consent to the use or disclosure
  • Where required or authorised by law

We use trusted third-party service providers to help run our business, including platforms for order processing, payments, and email marketing (such as Shopify and Mailchimp). These providers may store or process your Personal Information, and in some cases this may occur on servers located outside Australia. We take reasonable steps to ensure any third party we work with handles your information securely and in line with this policy.

Security of Personal Information

Your Personal Information is stored in a manner that reasonably protects it from misuse and loss, and from unauthorized access, modification, or disclosure.

When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most Personal Information is or will be stored in client files, which will be kept by us for a minimum of 7 years.

Access to your Personal Information

You may access the Personal Information we hold about you and update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.

Lola+Lola/Loloma Living will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.

In order to protect your Personal Information, we may require identification from you before releasing the requested information.

Maintaining the Quality of your Personal Information

It is important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete, and up to date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.

Policy Updates

This Policy may change from time to time and is available on our website.

Privacy Policy Complaints and Enquiries

If you have any queries or complaints about our Privacy Policy, please contact us at:
Email: hello@lolomaliving.com