Return & Exchanges

RETURNS & EXCHANGES

Last updated: July 2026

We want you to love your Lotte & Belle Co order. Please read this policy carefully before purchasing, as our return conditions vary by product type.

Custom Colour Match Ponytails — No Returns, No Exchanges, No Exceptions

All Custom Colour Match ponytails are bespoke, made-to-order products crafted specifically to match your individual hair colour. Due to the personalised nature of this product, we do not accept returns, exchanges, or offer refunds under any circumstances once an order has been placed and confirmed. There are no exceptions to this policy.

Colour matching is performed to the best of our ability based on the photos or videos you submit. We cannot guarantee an exact colour match due to variables outside our control including lighting, camera quality, and natural variation in human hair. By placing your order you acknowledge and accept this.

If you have any concerns before your order is finalised, please contact us at hello@lotteandbelleco.com before proceeding.

Signature Ponytails — Returns Within 30 Days

We accept returns on Signature Ponytails within 30 days of the delivery date, provided:

  • The item is unused and in its original condition
  • The item is in its original packaging, unopened and undamaged
  • Proof of purchase is included

We do not accept returns on items that have been worn, styled, or used in any way. Return shipping costs are the responsibility of the customer. To initiate a return, please contact us at hello@lotteandbelleco.com with your order number and reason for return before sending any item back. Refunds will be processed to the original payment method within 5–7 business days of receiving the returned item in acceptable condition.

Accessories and Other Products — Returns Within 30 Days

For all other products (accessories, styling tools, pouches, fix kits, and similar), we accept returns within 30 days of the delivery date, provided the item is in its original, unused condition and in its original packaging with proof of purchase included. Due to hygiene reasons, we cannot accept returns on opened or used accessories.

Return shipping costs are the responsibility of the customer unless the item is faulty or incorrectly sent. Refunds will be processed to the original payment method within 5–7 business days of receiving the returned item.

Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us within 7 days of delivery at hello@lotteandbelleco.com with your order number and photos of the issue. We will arrange a replacement or refund at no cost to you.

Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash.

Pre-Loved Ponies

Pre-Loved ponytails are sold as described and are not eligible for return or exchange.

Questions?

We're always happy to help — please reach out before making a return and we'll do our best to find the right solution.

📧 hello@lotteandbelleco.com
💬 WhatsApp: +64 21 730 632
📍 Auckland, New Zealand