Return and refund

Return policy

If you want to return your order for any reason, such as an order with a wrong item/wrong size or an item that has a defect, you may return your order within 14 days of receiving it. To use the return and refund service, the following rules must be respected:

All returns must to be sent back to us within 14 days of delivery;
All products must be returned in their original packaging, with the tag attached, in new and unworn conditions (the same in which it was shipped by the company);
Some types of products are non-returnable and non-refundable, such as: custom and tailored products, unique hand painted pieces, intimate products (socks, underwear, bra).

To make a return you always need to contact our customer service via email info@thehouseoflobo.com or via WhatsApp +31 641320527. We’ll explain you how to do it and we’ll take note of your request. We remind all our customers that we will not consider all returns that will not be requested directly by email info@thehouseoflobo.com or via WhatsApp +31 641320527.

The return shipping costs are all paid by the customer.
Use tracked and insured postage to ensure the safe arrival of the package.
We will not take the responsibility for damaged or lost items. Always keep proof of postage.

Refund policy

After we have received and checked your return, we will send you an email to notify you about this and an email for the approval or rejection of your refund. If your return has been approved, we will process your refund and your credit will be applied on your original method of payment. It is important to know and remember that:

Each return is processed within 10 business days after we received it.
As mentioned before, the return shipping costs will not be refunded.

For payments made with PayPal, the amount will be refunded to the PayPal address used for the order. Usually PayPal transactions are refunded the next day. iDeal can take two to three business days.

All products that are bought on sale or at a discounted price will be refunded in full via store credit. This store credit can then be used on our website. We are unable to process sale returns to the original payment method. This is in accordance with Dutch consumer rights.
If you haven’t received your refund within 10 days, please first check your bank account again. If you still don’t have it in your bank account, contact your card company and your bank to check with them what the problem is. If after contacting them, the situation is not yet unblocked, please contact us via email email info@thehouseoflobo.com or via WhatsApp +31 641320527.