Refund & return policy

1. Our Commitment to Customer Satisfaction

At Lotta Custom, we prioritize your satisfaction and strive to deliver high-quality custom products exactly the way you expect. Every item is crafted with care, and we aim to ensure a smooth and enjoyable shopping experience. However, if something does not meet your expectations, we offer a fair and transparent Refund & Return Policy to help resolve your concerns quickly and professionally.

Our team is always available to assist you with product issues, sizing concerns, or order disputes. Please review the policy below to understand how returns, replacements, and refunds work at Lotta Custom.

2. Eligibility for Returns & Refunds

To maintain our quality standards, certain conditions apply to returns and refunds:

  • Custom-made items are generally not eligible for returns unless they arrive damaged, defective, or incorrectly produced.

  • Requests must be submitted within 7 days of receiving your order.

  • Items must be unused, unwashed, and in original condition with tags and packaging.

  • Proof such as order number, photos/videos, and a short explanation is required to process your claim.

Once your request is reviewed, our support team will notify you whether your return or refund is approved. If the issue is due to our error—wrong size, incorrect print, defect, or damage—we will gladly offer a replacement or full refund at no extra cost to you.

3. Non-Returnable & Special Cases

Because Lotta Custom specializes in personalized and made-to-order products, some items cannot be returned or refunded:

  • Custom-designed products created based on customer instructions or artwork

  • Items with minor variations in color or material caused by screen display differences

  • Gift cards, discounted items, or promotional products

  • Items damaged from misuse, improper handling, or normal wear and tear

If your order contains a manufacturing error or arrives damaged, please contact us immediately. We will review your case and provide the best possible solution. Our goal is to ensure every customer feels valued and supported throughout the process.

4. How to Request a Return or Refund

To make the process easy and efficient, follow these simple steps:

  1. Contact Our Support Team
    Email us at our official support address with your order details, issue description, and clear photos of the item.

  2. Review & Approval
    Our team will verify your request and respond within 24–48 hours with the next steps.

  3. Return Instructions
    If your return is approved, we will share the return address and instructions. Shipping fees for customer-initiated returns may apply.

  4. Refund Processing
    Once the returned item is received and inspected, refunds are processed within 5–7 business days. Refunds will be issued to the original payment method.

At Lotta Custom, we are committed to offering a trusted and worry-free shopping experience. If you have any questions about this policy, feel free to reach out—we’re always here to help.