Returns

Every LOTS piece is made to be handled, turned and worn every day. If something isn’t right when your order arrives, we’d rather fix it than lose you — here is exactly how that works.

Our 30-day replacement promise

If you’re not happy with your order for any reason — the size isn’t quite right, a piece arrived damaged, or it simply isn’t what you pictured — contact us within 30 days of delivery and we will send you one complimentary replacement piece, free of charge.

You don’t need to post anything back to us, and you don’t pay for postage. You can choose the same piece in a different size, or a different piece of equal or lesser value. One complimentary replacement is available per order.

To arrange it, email lotsstudiohq@gmail.com with your order number and, if a piece arrived damaged, a photo. We’ll confirm by email and dispatch your replacement with free shipping, on the same timeframe as a new order.

Faulty, damaged or incorrect items

If a piece has a major problem — it is faulty, it is significantly different from how it was described, or we sent the wrong item — you may choose a full refund or a replacement, and we will cover the cost of returning it to us. If the problem is minor, we will repair or replace the piece.

Email us with your order number and a photo and we will arrange it, including a prepaid return label where a return is needed. Nothing in this policy limits any rights you have under the consumer law that applies where you live.

If you would rather have a refund

If a replacement isn’t what you want, or the replacement still isn’t right for you, you are welcome to return your piece for a full refund of the purchase price.

Returns for change of mind — which includes sizing — are posted at your own cost. Please email us first so we can note the return against your order, then send your piece to:

LOTS Studio – Returns
Unit 2, 1204 Finch Drive
Eastgardens NSW 2036
Australia

Please include a note with your order number inside the parcel, and use a tracked service — we can only refund a return that reaches us. Pieces should come back unworn, undamaged and in their original box.

Once your return arrives we will inspect it and refund you in full. Refunds go back to the original payment method; your bank or card issuer may take a few business days to show it. Your original shipping was free, so there is nothing deducted from your refund.

Returns for refund should be posted within 14 days of us confirming your return.

Changing or cancelling an order

Orders can be changed or cancelled while they are still being prepared, usually within 24 hours of ordering. Email us as soon as you can and we will do our best; once an order has been dispatched it falls under the replacement promise above.

Questions

Email lotsstudiohq@gmail.com and we will reply within 1 to 2 business days.