Twin Hoop

At Lotus, we strive to provide our customers with high-quality apparel and exceptional service. Please take a moment to review our return and refund policy:

1. Change of Mind/Heart:
We do not accept returns or issue refunds if you change your mind or are dissatisfied with your purchase. All sales are final unless the item is faulty or damaged.

2. Faulty or Damaged Items:
If you receive a faulty or damaged product, please contact us within 5 working days of receiving your order. We will provide instructions on how to return the item for an exchange or replacement.

• The customer is responsible for the cost of returning the item, including the shipping fees.
• The return shipping label must be provided by the customer, and the item should be sent back within the specified time frame.

3. Exchange Process:
If the item is deemed faulty, we will replace it with the same product (subject to availability). Exchanges will only be processed once the returned item is received and inspected.

4. Small Business Policy:
As a small business, we face higher costs associated with returns and exchanges, especially due to shipping expenses. For this reason, we strongly encourage customers to review their order carefully before purchasing. We only accept returns or exchanges if we are at fault.

5. Non-Eligible Items:

• Items that are worn, washed, or damaged by the customer are not eligible for returns or exchanges.
• Personalized or custom-made items are final sale.

We appreciate your understanding and support as we work to maintain fair and sustainable business practices.

1. Processing Time:

• Orders are typically processed within 1-5 business days of receiving payment. Please note that this does not include weekends or public holidays.
• You will receive a shipping confirmation email with tracking information once your order has shipped.

2. Shipping Times:

• Standard shipping typically takes between 5-7 business days for domestic orders.
• Expedited shipping options are available at checkout, with delivery typically in 2-3 business days (depending on your location).
• International shipping times may vary and are usually between 7-21 business days, depending on the destination country.

3. Order Tracking:

• Once your order is shipped, we will send you an email with tracking details. You can track your order status on the carrier’s website.
• Please allow up to 24 hours for tracking information to update after shipment.

4. Shipping Address:

• Please ensure that your shipping address is correct before completing your purchase. We are not responsible for orders shipped to an incorrect address provided by the customer.
• If there is an issue with your shipping address, please contact us immediately to make any changes before the order ships.

5. Shipping Delays:

• While we strive to meet delivery timeframes, please note that shipping times are estimates and can be affected by factors beyond our control (e.g., weather, holidays, or carrier delays).
• We are not responsible for delays caused by the shipping carrier.

6. Customs and Duties (for International Orders):

• International orders may be subject to customs duties, taxes, and fees depending on the destination country. These charges are the responsibility of the customer.
• We recommend checking with your local customs office for more information regarding potential fees before placing an order.

7. Lost or Stolen Packages:

• Once the package leaves our facility, we are not responsible for lost or stolen items. However, if your package is lost in transit, please contact the carrier directly with your tracking number for assistance.
• If your package is marked as delivered but not received, please check with your neighbors or local post office, and reach out to the carrier for further assistance.