Returns & Exchanges
Returns & Exchanges
At LOENOO, we want every piece you receive to feel comfortable, personal, and right for you.
If you need to return or exchange an item, please review the policy below before contacting us.
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Return and Exchange Window
You may request a return or exchange within 30 days of receiving your order.
Requests made after 30 days may not be accepted.
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Eligible Items
To be eligible for a return or exchange, items must be:
Unworn
Unwashed
Unused
Free from stains, odors, pet hair, and damage
In their original condition
Returned with original tags and packaging when possible
Items that do not meet these conditions may not be accepted.
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Exchanges
We may offer exchanges for a different size, color, or item, depending on availability.
If the item you want is out of stock, we may offer a refund or store credit instead.
Please contact us before sending any item back.
Items returned without approval may not be accepted.
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How to Request an Exchange
To request an exchange, please email us.
Email: help@jilutina.com
Please include:
Your order number
The email address used at checkout
The item you received
The size, color, or item you would like instead
A brief reason for the exchange request
We will review your request and provide the next steps.
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How to Request a Return
To request a return, please email us.
Email: help@jilutina.com
Please include:
Your order number
The email address used at checkout
The item you would like to return
The reason for your return
Clear photos if the item is damaged, defective, or incorrect
Please do not send items back before receiving return instructions from us.
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Return Shipping
Customers are responsible for return shipping costs unless the item is damaged, defective, or incorrect.
We recommend using a trackable shipping method.
LOENOO is not responsible for returned packages that are lost or damaged in transit.
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Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If you receive a damaged, defective, or incorrect item, contact us as soon as possible.
Email: help@jilutina.com
Please include your order number and clear photos of the issue.
After reviewing your request, we will help you with a suitable solution.
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Non-Returnable and Non-Exchangeable Items
The following items may not be eligible for return or exchange:
Final sale items
Gift cards
Items marked as non-returnable
Items that have been worn, washed, damaged, altered, or used
Items returned without approval
For hygiene and quality reasons, we reserve the right to refuse returns or exchanges that do not meet our conditions.
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Refunds After Return
Once your return is received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Refund processing times may vary depending on your bank or payment provider.
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Exchange Processing Time
Exchange processing time may vary depending on item availability and shipping time.
We will do our best to process approved exchanges as quickly as possible.
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Contact Us
If you have any questions about returns or exchanges, please contact us.
Email: help@jilutina.com
We usually reply within 24-48 business hours.
Thank you for shopping with LOENOO.