Changes
General information
The customer has 14 calendar days from the moment they receive their order at their home to request an exchange or a refund for their purchase. After 14 calendar days, no size exchanges or returns will be accepted.
Returned items must have their original tags attached and be in the same condition in which they were received. Used, stained, washed, or tagless items (product tag and return tag) will not be accepted.
If the items purchased are from Special Prices, only returns for a voucher of the same amount with no expiration date are accepted.
Lozanía Brand is not responsible for any delays caused by the transport company, and in no case are we responsible for any potential customs handling costs or taxes derived from them.
If at the time of collection there is no one at the indicated address and the package cannot be picked up, our courier service will contact the customer to reschedule the collection. If, after this alternative solution, the package still cannot be collected, the transport agency will offer the option of leaving it at a drop-off point.
HOW TO PROCEED
Only one exchange per order for size or color of the same item is permitted. Should the customer wish to make another exchange for an item that has already been exchanged, it must be processed as a return.
Exchange cost: free of charge.
Once the request has been submitted, the customer will have a maximum period of 4 days to ship the item. After the package is dropped off at the post office, we will begin preparing the new order.
If you need to receive the exchange as quickly as possible, we recommend dropping off the initial package at the post office as soon as possible, as the new shipment will begin to be processed from that moment on.
The customer must personally deliver the package to their nearest post office.
Items must be sent properly prepared in their original packaging and with the package securely sealed to ensure correct receipt and inspection.
Once the item is received at our facilities and inspected by the warehouse team, we will proceed to generate a new order with the requested new size or color, which will be shipped as soon as possible.
More information and contact:
If you need more information, you can contact us by writing to: hola@lozaniabrand.com or by calling 655 11 17 12 during our business hours from 09:30 to 18:00, Monday to Friday.
Returns
General information
The customer has 14 calendar days from the moment they receive the order at their home to request an exchange or refund of the purchase. After 14 calendar days, no size exchanges or returns will be accepted.
Returned garments must have their original tags and be in the same condition as when they were received. Used, stained, washed garments, or those without tags (product tag and return tag) will not be accepted.
If the purchased items are Special Prices, only returns for a voucher of the same amount without an expiration date will be accepted.
In no case will LOZANÍA BRAND be responsible for any possible customs handling costs or taxes derived from them.
If at the time of collection there is an absence at the indicated address and the package cannot be collected, our courier service will contact the customer to reschedule the collection. If, after this alternative solution, the package still cannot be collected, the transport agency will offer the option of leaving it at a drop-off point.
Initial shipping costs will not be refunded in the reimbursement.
HOW TO PROCEED
Once the return request has been completed and all steps have been followed, you must select the return method.
The package must be dropped off at the post office within a maximum of 4 days from the return request. Additionally, for each additional garment included in the request, an extra cost of €1 per item will be applied.
Once the package is received at our facilities, we will have a period of 7 calendar days to review the condition of the item and process the refund request.
Once the refund has been approved, the customer will receive confirmation by email. From that moment on, the amount will be credited using the same payment method used for the purchase.
The time it takes for the refund to be reflected in the customer's bank account can be up to 15 days, depending on the processing times of each bank.
Return methods and rates
SPANISH PENINSULA:
1. In-store return – Free
You can return your items for free at our store located at:
Calle Cerrajería 12, Casco Histórico, 41004 Seville
Before dropping off your order at the store, it is mandatory to process your request in advance via the returns portal.
Returns that have not been previously registered using the corresponding form will not be accepted.
2. Drop-off point return – €6.95
You can make a return by dropping off the package at the assigned drop-off point after completing the request through the returns portal.
3. Home collection return – €7.95
We also offer a home collection service to manage your return directly from the address provided by the customer through the returns portal.
All returns must be processed in advance through the returns portal, regardless of the method selected.
BAL EARIC ISLANDS, CEUTA AND MELILLA:
1. Drop-off point return – €7.95
You can make a return by dropping off the package at the assigned drop-off point after completing the request through the returns portal.
2. Home collection return – €10.95
We also offer a home collection service to manage your return directly from the address provided by the customer through the returns portal.
All returns must be processed in advance through the returns portal, regardless of the method selected.
PORTUGAL:
1. Home collection return – €10.95
We also offer a home collection service to manage your return directly from the address provided by the customer through the returns portal.
All returns must be processed in advance through the returns portal, regardless of the method selected.
CANARY ISLANDS AND INTERNATIONAL:
To proceed with your return, please fill out the following form
Tare or defect
In the event that the garment has any flaw, defect, or manufacturing issue, the customer must notify us within a maximum period of 48 hours from receipt of the order.
The issue can be managed through the returns portal.
To process it, the customer must:
- Access the returns portal.
- Select whether they wish to manage an exchange or a return.
- Indicate "flaw" or "defect" as the reason for the issue.
- Follow the steps indicated on the platform to complete the request.
Once the request is received, our team will review the issue and provide a solution as soon as possible.
More information and contact:
If you need more information, you can contact us by writing to: hola@lozaniabrand.com or by calling 655 11 17 12 during business hours from 9:30 a.m. to 6:00 p.m., Monday to Friday.
