Refund policy

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

Refund Automatic Approvals;

Any item that has been grossly misrepresented.

You received the wrong items

***Note-Handmade items may have flaws and that is to be expected. Color tones will vary from monitor to monitor. Neither are considered misrepresentaion

To initiate a return, we offer two convenient options for you. You can get in touch with our customer support team, and they will be glad to assist you. Alternatively, you may utilize the self-start return feature located at the bottom of our website, making the process hassle-free and accessible to you. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

The return window for your item is 7 days from the date of delivery.

All returns are refunded in the form of an e-gift card. Kindly be aware that it may take 5-7 business days from the day your package reaches our distribution center for your return to be processed and an e-gift card to be issued. We do not provide refunds to the original form of payment as our sourcing involves fast and limited-supply items.

Shipping is a separate charge from the item as it is a service, not a product. Once item has arrived to your destination, that service has been rendered and cannot be refunded.
Shipping charges (original & return) are the customer’s responsibility.
You can always contact us for any return question 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

RETURN FAQs:

All returns will be refunded via e-gift card. 

Q: Haven't Received Your Gift Card/Store Credit?
A: Please make sure to review all folders, including the Spam folder, in the email address associated with your order. If you are unable to access your email account, please contact us with your order number, full name, and billing address for additional support.

Q: Combined multiple orders in a single package for return?
A: We kindly request that you avoid grouping returns in this way, as it can lead to considerable delays and inaccurate crediting. If our return department overlooked an item, please contact us with the order number and details of the item(s) in question.

Q: The return shipping label has not been received.
A: We recommend checking your spam and junk email folders, as there's a chance that the return label email might have been sorted there. If you are unable to locate the email, please feel free to reach out to us again. Our committed team is available to support you, and we would be more than happy to issue a new return label if needed.

Q: Received a credit amount lower than anticipated?
A: To uphold our commitment to quality control and ensure your satisfaction, we meticulously inspect each item with great attention and care before it is shipped as part of our order processing procedure. After receiving your return, our returns processing team carefully examines all items for holes, defects, and signs of use or wear. If any item is found to be damaged, a 50% restocking fee will be applied, which will be deducted from your return amount.

 

Q: Did you make a purchase during a BOGO (Buy One Get One) sale?
A: Allow us to explain how we determine your credit. For instance, if you took advantage of a BOGO (Buy One Get One) sale and purchased two items—one priced at $15 and the other at $10—the $10 item is regarded as the free item. Here's the breakdown: You received the $15 item for $9 and the $10 item for $6, as the $10 discount is evenly distributed between the two items.
- If you decide to return the $15 item, you will receive $9 in credit.
- If you choose to return the $10 item, you will receive $6 in credit.

In all cases, we proportionally allocate the discount across all relevant items in your specific order. Don't worry, our team will handle the calculations for you.

Q: Is there an expiration date for gift cards?
A: Fae Lottie & Mischa lottie gift cards have no expiration date and can be used just like cash on our online store!

Q: Refund after placing your order?
A: Due to the possibility of one or more items being sold out after your order was processed, a refund may be issued.

Q:  Did you use a gift card for a partly out-of-stock order?
A: When making a purchase with a gift card and some items in your order are out of stock, the refunded amount for the unavailable items will be credited back to the gift card. Any remaining balance, if applicable, will be refunded to your other selected payment method.

Q: Are items able to be exchanged?
A: We do not currently offer exchanges. However, we warmly encourage you to proceed with returning your item(s) by mail, adhering to our Return Policy guidelines. Upon receipt, you will receive store credit in the form of a gift card, which you can use to repurchase any available item(s) on our site.

Q: What items are considered final sale?
A: All items that include sale items, along with Masquerade Masks. Masquerade masks due to sanitary reasons

Q: Is there any additional information you should be aware of regarding the Online Return Policy?
A: Here are some essential points to keep in mind about our Online Return Policy:

• Items must be in their original condition, unworn, unwashed, and have the original tags attached when returned, and they should be in their original packaging.
• Please note that we are not responsible for any return packages that may be lost or stolen during transit. It is essential to retain your proof of postage and/or return tracking number when shipping back your returns.
• To ensure a smooth processing of your return, please include the order packing slip or return invoice from the Online Return Portal, clearly indicating the items being returned. Incorrectly filled out returns may encounter processing delays.
• Any damaged, defective, or incorrect items must be reported within 24 hours of delivery to be eligible for a resolution.
• We do not accept return drop-offs at our district or corporate office. Please follow our designated return process.
• For security reasons and to safeguard against potential fraud, we reserve the right to delay issuing refunds until the items are received and verified.

 

Q: Fae Lottie & Mischa Lottie Reserved Rights Regarding Returns
Our right to define and restrict returns is absolute. We may decline or reject returns from customers at any given moment based on the following reasons:

1. Suspicious or excessive returns suggesting "wardrobing" behavior.
2. Suspicious or excessive returns of used, modified, washed, damaged, or incomplete items.
3. Suspected fraudulent or criminal activities.

Likewise, we maintain the authority to deny service to any customer or entity, both in-store and online, if similar actions as mentioned above are observed. Any Non-Mischa Lottie items sent to our Distribution Center will be discarded upon arrival.

Q: My order was refused or returned to sender
A: There are several reasons why an order may be returned to the sender:

1. An invalid address or missing information was provided.
2. The carrier was unable to deliver the package.
3. The customer refused the order upon delivery.

Please note that we cannot be held responsible for lost, misplaced, or incorrectly delivered shipments if the address information provided during the purchase was incorrect.

Q: Can changes be made to orders after they have been placed?
A: No. For proper delivery, it is essential to ensure that your address is entered accurately, including all relevant information. Make sure to use correct abbreviations, include street numbers, building or apartment numbers, and provide route information (if applicable).

Non-Returnable Items

Due to the handmade and personal nature of our goods, the following items are non-returnable:

• Custom or personalized orders

• Masquerade masks (due to hygiene reasons)

• Items returned without prior approval

• Final Sale items

Unfortunately, we cannot accept returns on sale items 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. For further information, please refer to Return FAQS