REFUND & EXCHANGE POLICY

Thank you for being apart of LOT XI #selfcare tribe.

We welcome feedback and suggestions to ensure you are satisfied with your purchase. If you are not satisfied with your purchase, our team is here to help.

Our products are handcrafted and we do our best to ensure consistency and quality. Please read our Refund & Exchanges FAQ below.

Refunds & Exchanges FAQ
We do not offer refunds or exchanges for any items. All sales are final.

Q: Do you offer Refunds or Exchange?
A: Due to hygiene reasons we cannot accept exchanges or returns on non-faulty items so please choose carefully.

Q: When is an exchange applicable?
A: If an unused damaged product is reported within 5 days, the item(s) will require a photograph and emailed to our team (lot.xishop@gmail.com). After thorough investigation, you may receive an exchange with the same product or a coupon for the purchase price of the product.

Q: How do I change or cancel my order to get a refund?
A: In an effort to ship out your products efficiently, we immediately begin processing your order as soon as it is placed. Unfortunately, once orders are submitted, they cannot be canceled or modified.

Q: My item(s) arrived damaged, what should I do?
A: Please contact us immediately by emailing lot.xishop@gmail.com.

Q: I typed in the wrong address and need to change it.
A: Please contact us immediately by emailing us at lot.xishop@gmail.com. However, once orders are processed, they cannot be canceled or modified. Where a wrong address is provided, and items are undeliverable at first attempt, you will be charged for a second delivery attempt.

Q: Can I exchange my items purchased from any stockist?
A: Unfortunately, LOT XI cannot facilitate returns or exchanges of items purchased from anywhere other than lotxi.com. Please contact the retailer directly.

Complaints
If you are not happy with the quality of the products or the service you receive from us, please send an email to lot.xishop@gmail.com to enable us to resolve any issues effectively.

Your feedback is important to us!