FAQ

You have the right to cancel your order and return the product within 14 days of receipt. Since hair care products are considered hygiene items, the exchange or return of used products is unfortunately not possible. 😕

1️⃣ Your Curling Ribbon must be unused.
2️⃣ Register your return by contacting us at support@lottacurls.com.
3️⃣ Please return your order in its original packaging using your preferred shipping provider to our business address:

Lotta GmbH & CO KG
Brockmanngasse 7
8010 Graz
Austria

We recommend returning the package with tracking, as we cannot accept liability if it is lost in transit without proof of postage. As a young startup, we kindly ask for your understanding that we cannot cover the costs of return shipping.

P.S.: If your order included a free gift (such as a hair claw), please include it in your return so that we can process your full refund correctly.

4️⃣ As soon as your return has arrived and been inspected, we will refund the corresponding amount.

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

Unfortunately, the Curls Boxes cannot be returned once the hygiene seal has been broken. 😕

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

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.

If you have received a defective product, please contact us directly – we will take care of it immediately! To help us help you, please send the following information to support@lottacurls.com:

1️⃣ Please take photos of your package (from the outside) as well as the contents.
2️⃣ Keep the package and its contents exactly as they are.
3️⃣ Send us an email with the photos and your order number.

As soon as we have this information, we will look into it as quickly as possible and find a solution for you. 🍀

If you have received the wrong item, please contact us directly – we will take care of it immediately! To help us resolve this, please send the following information to support@lottacurls.com:

1️⃣ Order number
2️⃣ Which product did you order?
3️⃣ A photo of the product you received instead
4️⃣ A photo of the shipping bag as well as the EAN code found on your fabric bag

As soon as we receive these details, we will look into it as quickly as possible and find a solution for you. 🍀

If you have received a defective product, please contact us directly – we will take care of it immediately! Please send the following information to support@lottacurls.com:

1️⃣ Order number
2️⃣ Photos of the defective item
3️⃣ A brief explanation of what is defective about the item

As soon as we have this information, we will look into it as quickly as possible and find a solution for you. 🍀

If anything is missing from your order, please contact us directly – we will take care of it immediately! Please send the following information to support@lottacurls.com:

1️⃣ Order number
2️⃣ Name of the product you did NOT receive
3️⃣ A photo of the package you received and its contents

As soon as we have this information, we will look into it as quickly as possible and find a solution for you. 🍀

Sometimes the scrunchies get a bit twisted together, making it hard to see that there are actually two. 💜

If you’ve already checked and there is definitely no second scrunchie, please reach out to us at support@lottacurls.com.

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.