Refund policy

RETURNS & EXCHANGES

Last updated: July 2026

Overview

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 or exchanges

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.

Please ensure you are happy with your shade confirmation before your order proceeds to production. If you have any concerns before your order is finalised, please contact us at hello@lotteandbelleco.com.

Signature Ponytails — Special exceptions only

Returns or exchanges on Signature Ponytails are considered only in exceptional circumstances, such as a manufacturing fault or a significant error on our part. We do not accept returns for change of mind, incorrect shade selection, or styling preferences.

If you believe your order qualifies for an exception, please contact us within 7 days of receiving your order at hello@lotteandbelleco.com with your order number and photos clearly showing the issue. We will assess each case individually and respond within 48 hours.

All other products — 30 day returns accepted

For all other products (accessories, styling tools, pouches, kits, and similar), we accept returns within 30 days of the delivery date, provided the item is returned in its original, unused condition and in its original packaging with proof of purchase included.

To initiate a return, please contact us at hello@lotteandbelleco.com with your order number and reason for return. 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.

Questions?

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