Refund policy

iLOLA support is available weekdays 9 am-5 pm (PST) at customersupport@ilolatea.ca.
We do our very best to respond to support emails within 2 business days. 

Return Policy

We take ownership over the quality of products we produce. If you are not satisfied with our products, they can be returned within 30 days of the original purchase date of the product.

To be eligible for a return, please make sure that:
• The product was purchased within the last 30 days. 
• The product is unopened, in its original packaging. 
• You have the receipt, order confirmation or proof of purchase from customersupport@ilolatea.com. We are unable to accept returns of purchases made from third-party retailers.
• Products that do not meet these criteria will not be considered for return.

Simply contact us to receive instructions on returning your eligible products.
Please indicate the items and quantities to be returned, your first and last name, mailing address, order number, phone number, and email address. In any case, the products must be returned within this period of 30 days.

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.

Should you choose not to use the return label, shipping will be at your expense.
Any shipping costs incurred are non-refundable items.

Missing or Damaged Products:

If your item is missing or damaged, please reach out to customersupport@ilolatea.com so we can immediately rectify this issue.

Return Address:

For any return questions contact us at customersupport@ilolatea.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, like perishable goods (including food-based items, such as tea), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). 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
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

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. Please remember it can take some time for your bank or credit card company to process and post the refund too.