FAQ

You have the right to cancel your order and return the product within 14 days of receiving it. However, as it is a hygiene product, it must be unused, unworn, and in perfect condition.

Please send the product in its original packaging using a parcel service of your choice to:

Lotta GmbH & Co KG
Brockmanngasse 7
8010 Graz
Austria

❗️Important notes:

• The product must be unused and in its original packaging.
• Unfortunately, we cannot accept returns of worn or soiled products.
• The customer bears the costs for return shipping.

You can find more information here: 👉 Our cancellation policy

Unfortunately, we cannot offer return labels as we have limited resources as a startup. Therefore, return shipping must be arranged independently.

Please return your order to the following address using your preferred parcel service:

Lotta GmbH & Co KG
Brockmanngasse 7
8010 Graz
Austria

❗️ As this is a hair product, we check the condition of the returned item for hygiene reasons. If the band is in perfect condition, we will refund you the full amount immediately.

Further information about our right of withdrawal can be found in the return policy.

Once your return has arrived and been inspected, we will refund you the corresponding amount.

A full refund is possible if the product is unused and in perfect condition. If an item shows signs of use, we reserve the right to issue a partial refund.

If your order was originally shipped free of charge and the order value falls below the free shipping threshold due to a return, the original shipping costs will be deducted from the refund amount.

If you received free products or discounts as part of a promotion and the return reduces your order value below the promotional threshold, please include these items with your return. Otherwise, the corresponding amount will be deducted from your refund.

1. Please fill out the assignment form and send it to support@lottacurls.com .
2. Please take photos of your package and its contents.
3. Store the package and its contents in the same way.
4. If you received your package via mail, you must go to the post office within 7 days and report the damage. They will fill out a damage report with you. The post office stamp is essential.
5. Please also send us this confirmation.

If you received the wrong item, please contact us directly – we'll take care of it immediately! Please send us the following information:

• Order number
• Which product did you order?
• Photo of the product you received instead
• Photo of the shipping bag as well as the EAN code that can be found on your fabric bag

Once we have the information from you, we will take care of it as quickly as possible and find a solution for you.

We are truly sorry if your product arrived damaged; this should never happen!
To resolve the issue as quickly as possible, we need a photo of the damaged product. Once we receive the picture, we will take care of it immediately.

Please send the photo to our support team (support@lottacurls.com) – we'll take care of the rest! 😊

We apologize for the inconvenience and thank you for your understanding.

If anything is missing from your order, please contact us directly – we'll take care of it immediately! Please send us the following information:

• Order number
• Name of the product you did NOT receive
• Photo of your received package and its contents

Once we have the information from you, we will take care of it as quickly as possible and find a solution for you.

Our products are handmade and unique, so slight variations in color and texture may occasionally occur. Screen settings and lighting conditions can also affect color perception.

Once you have placed your order, we unfortunately cannot make any changes to it. This includes:

• Changes to the item (e.g., color)
• Change of delivery or billing address
• Add more items to order
• Applying discount codes retroactively