Refund policy

We do NOT expect returns or refunds unless the shop owner is in an agreement to the special circumstance.

To be eligible for a return, you must contact the shop with 30 days, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at bake@lolanocookie.com. Please note that returns will need to be sent to the following address: 4659 Cristy Way, Castro Valley, Ca 94546 

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.

You can always contact us for any return question at bake@lolanocookie.com.

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.

Exceptions / non-returnable items
Certain types of items cannot be returned, cookie stencils, custom products (such as special orders or personalized cookie cutters), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
We don Not except exchanges once the order has processed and completed. Our cutters are made to order and we do not keep inventory. The fastest way to ensure you get what you want is to double check you items before checking out. If all else fails contact us at bake@lolanocookies.com.  We will try our best to help.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at bake@lolanocookie.com.