1. Introduction

At Losode we are committed to ensuring you have a positive experience and are delighted with your purchase from designers on our platform. However, we know that sometimes, you may want to return an item. This returns policy sets out our conditions for accepting returns and initiating a refund or exchange. It also sets out the circumstances under which we will not accept returns or permit refunds or exchanges.

If you are not satisfied with your purchase for any reason, contact Losode at hello@losode.com or via your account dashboard.

2. Overview of our returns process

There are five (5) steps in our returns process as follows:

1. Initiate a request - Sign into your account, go to your account dashboard, select the relevant order from your order history, complete the form and provide the reason for your request, submit your request.
2. Post the Item – We will send you an email with instructions on how to post the item. Package and post the item to the address provided within 5 working days of your request.
3. Item is inspected– Once the item is inspected, your eligibility for a refund will be within 2 working days.
4. Losode reviews the assessment – We will review the decision to ensure it is right and fair. We will facilitate any issues with the designer who supplied the item.
5. Return is approved – If there are no issues, we will initiate a refund or exchange as appropriate and you should receive your new item or refund within 10 working days.

3. Return Policy Basics and Conditions

Losode will actively work with you and the designer to achieve a satisfactory outcome.

• We offer a 7-day return policy; however, your request must be made as soon as you receive the product and no later than 48 hours of receiving the product. Losode will not be able to process any requests after 48 hours.
• Returns are only accepted for items purchased directly from Losode.com.
• It is important that the items(s) are returned in their original package and that they are in their original, unworn condition, with all labels and tags intact.
• All requests need to be consistent with the designer’s return policy at the time of purchase. Losode is guided by the designer’s returns policy which is clearly displayed on the item listing prior to your purchase.
• Returns are only permitted where an item is defective, faulty, damaged, or not consistent with the description. For hygiene reasons, some items cannot be returned.
• You are responsible for packaging and returning the items to Losode at your cost. We may on occasion, refund you for the cost of posting the item back.
• For hygiene reasons, some items cannot be returned; these include personal items such as jewelry, underwear, swimwear, and skincare products.
• Items will typically be returned directly to the designer; however, in some exceptional circumstances Losode may sometimes ask that you return the items directly to Losode and will advise you accordingly where this is the case.

If you feel you have received a faulty product(s) please contact Losode immediately at hello@losode.com.

4. What can you return?

The items can be returned in line with the table below and only if they are in their original, unworn and unused condition and with their labels intact.

5. How to request a refund or exchange

• Sign into your account, navigate to your account dashboard and select the relevant product(s) from your order history. If the item is eligible for a refund, exchange, or amendment, this will be visible against the order.
• Complete the form and provide the reason for your request.
• If the links are shaded out, this means that your proposed request is not in line with the designer’s policy as stated at the time of your purchase.
• Upon completion of the form, you will receive an email confirmation of the status of your request.

6. Assessing your request

Losode will automatically review your request to assess its eligibility based on the designer's returns policy and the timing of your request.

If your request is eligible, Losode will send you further instructions by email on how to return the product along with a shipping label.

The email will include access to download and print the relevant return labels along with instructions on how to package your products for return.

7. Preparing to return your order

• You need to print the labels and attach them to the packaging. You will need to pay for postage.
• You need to post the item within 5 working days of receipt of the return’s confirmation email.
• You will be responsible for the cost of returning any item(s). Please use a postal service that insures you for the value of the items you are returning.
• Losode would advise that you send all items by recorded delivery to ensure that they reach the designer and that you retain postage evidence.
• It is important that the items(s) are returned in their original package and that they are in their original, unworn condition, with all labels and tags intact.
• If you are unable to return the item for any reason, then Losode will not be able to process your request, except at our discretion.
• The items are your responsibility until they reach the designer from whom you purchased them. Please ensure they are properly packed and cannot get damaged on their journey back to the designer.

8. Processing your refund or exchange

Losode can only process the relevant refund or exchange for items that have been returned to the designer and confirmed by the designer as received. Once the designer has received the returned package, they will examine it to check it meets the relevant criteria after which they will notify Losode.

• If your item is eligible for a refund, Losode will refund the full cost of your purchase including delivery fees, back to your original payment method. Refunds will be issued within 10 working days of receipt by the designer.
• In the event of an exchange; as soon as the designer has confirmed that your item(s) meet their exchange criteria, you will receive an exchange for your item(s) and will be notified via email when the exchange is processed and on the way to you. A new item will be dispatched to you within 10 working days of receipt of the original item by the designer.
• In the unlikely event that an item is returned to the designer in an unsuitable condition, the designer may refuse to accept the item.
• Where the designer refuses to accept the item, Losode will review evidence provided by the designer and yourself as the customer and make a decision that is fair to both parties. If the decision is not in your favor, Losode may have to send it back to you.

If you have any issues with your returns, please contact The Losode Team at hello@losode.com.