Return&Refund

At LUOLAI, we take pride in creating home textiles that bring wellness, comfort, and beauty into everyday living. Each product is thoughtfully designed with carefully selected materials, including silk, goose down, cotton, Tencel™, and other premium textile fibres.

We want you to feel confident when shopping with us. If you experience any issue with your order, please contact our customer support team first so we can review the situation and provide a suitable solution as quickly as possible.

This Return & Refund Policy explains how returns, refunds, exchanges, order cancellations, damaged items, incorrect items, and delivery exceptions are handled for orders placed through LUOLAI UK.

Nothing in this policy affects your statutory consumer rights.

1. Policy Scope

This policy applies to orders placed through uk.luolai.com and shipped to the United Kingdom or other supported delivery destinations.

If local consumer protection laws provide greater rights than this policy, those rights will prevail.

2. Before Requesting a Return

Before placing an order, we recommend reviewing the product details carefully, including:

· product size and dimensions;

· material composition;

· warmth level;

· filling type and filling weight;

· colour and design details;

· care instructions;

· product-specific notes on the product page.

Because LUOLAI products are made from textile materials and natural or delicate fibres, please note that minor differences in colour, texture, weight, creasing, sheen, or hand feel may occur. These natural characteristics are not normally considered product defects.

3. Can I Return My Order?

You may request a return within 14 days from the day after receiving your order.

After you notify us that you wish to return an eligible item, you should send the item back within 14 days following our return instructions.

To be eligible for a return, the item should generally be:

· unused and unwashed;

· clean, undamaged, and free from stains, odours, hair, marks, or signs of use;

· returned with original tags, labels, accessories, inserts, and packaging where possible;

· returned as a complete set if purchased as part of a bundle or set;

· suitable for resale, unless the item is defective, damaged, or incorrectly shipped.

Please do not send items back without contacting us first. Returns sent without approval may not be accepted or may experience delays.

4. Hygiene-Sensitive Products

Many LUOLAI products are bedding, sleep, or personal-use textile items that come into close contact with the body, skin, or hair. For hygiene and health protection reasons, certain sealed items may not be eligible for return once opened, used, slept on, washed, stained, or otherwise made unsuitable for resale, unless they are faulty or incorrectly shipped.

This may include, but is not limited to:

· pillows;

· pillowcases;

· silk pillowcases;

· eye masks;

· duvet inserts;

· comforters;

· bedding sets;

· fitted sheets;

· flat sheets;

· opened sealed bedding or sleep accessories.

This does not affect your rights if the item is faulty, damaged, or not as described.

5. Non-Returnable Items

The following items or situations may not be eligible for return, unless required by law:

· items used, washed, slept in, stained, scented, damaged, or contaminated;

· opened sealed hygiene-sensitive items that are no longer suitable for resale;

· items missing original parts, tags, accessories, or key packaging components;

· personalised, customised, or made-to-order items;

· items marked as final sale, clearance, or non-returnable before purchase;

· gift cards or store credit;

· items damaged due to misuse, improper washing, improper drying, improper storage, excessive force, pet damage, sharp objects, chemical exposure, or failure to follow care instructions;

· returns requested after the applicable return period.

6. What Is Not Considered a Product Defect?

The following characteristics are generally normal for home textile products and are not usually considered defects:

· slight colour differences caused by lighting, screen settings, photography, or production batch variation;

· minor wrinkles or creases caused by packaging or transit;

· natural fibre texture, tonal variation, or slight unevenness in fabric appearance;

· small size or weight variations caused by textile characteristics, humidity, filling distribution, or measurement methods;

· visible seams in large bedding items where required by product construction;

· differently coloured down fibres in goose down products;

· temporary pillow adjustment discomfort when switching to a new pillow;

· changes caused by washing, drying, storing, or using the product against the care label.

If you are unsure whether your item is defective, please contact us with clear photos or videos and your order number.

7. Defective, Damaged, or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us as soon as possible.

Please include:

· your order number;

· the item name;

· a description of the issue;

· clear photos or videos of the product;

· photos of the outer and inner packaging, especially if the package arrived damaged;

· any shipping label or tracking information available.

Once verified, we may offer one of the following solutions:

· replacement;

· exchange for the correct item;

· repair or remedy where appropriate;

· refund to the original payment method.

For verified defective, damaged, or incorrectly shipped items, LUOLAI will cover reasonable return shipping costs or provide an alternative solution.

8. Return Process

To request a return, please follow the steps below:

1. Contact our customer support team at support.uk@luolai.com within the applicable return period.

2. Provide your order number, item name, return reason, and supporting photos or videos where relevant.

3. Wait for return approval and the return address.

4. Pack the item securely, preferably using the original packaging where possible.

5. Ship the item back using a trackable shipping method.

6. Email us the return tracking number after dispatch.

7. Once we receive and inspect the returned item, we will process the refund or exchange according to this policy.

Please do not return items to the sender address shown on the parcel unless our customer support team specifically instructs you to do so.

9. Return Shipping Costs

For change-of-mind returns or returns not caused by a LUOLAI error, the customer is generally responsible for return shipping costs.

For verified defective, damaged, or incorrectly shipped items, LUOLAI will cover reasonable return shipping costs or arrange an appropriate solution.

We recommend using a trackable shipping service. LUOLAI is not responsible for returned items lost or damaged in transit due to insufficient packaging or non-trackable shipping.

If a parcel is returned to us due to an incorrect or incomplete shipping address provided by the customer, refusal of delivery, failure to collect, or failure to cooperate with delivery requirements, related return or reshipping costs may be borne by the customer.

10. Refunds

Refunds will be issued to the original payment method used at checkout.

Once your returned item is received and inspected, we will notify you whether the return has been approved.

For eligible returns, refunds will normally be processed within 5–10 business days after approval. In any case, refunds will be handled within the timeframe required by applicable law.

Your bank, card issuer, PayPal, Shop Pay, or other payment provider may require additional processing time before the refund appears in your account.

We may reduce the refund amount if the item has been handled beyond what is necessary to inspect its nature, characteristics, and function, or if the item is returned used, washed, damaged, stained, incomplete, or otherwise reduced in value.

Original standard delivery charges, if any were paid, will be refunded where required by applicable law. Upgraded delivery charges, if selected by the customer, may not be fully refundable beyond the standard delivery amount.

11. Exchanges

Exchanges may be available for defective, damaged, or incorrectly shipped items, subject to stock availability.

Exchanges are generally made for the same product, same size, same colour, and same specifications as the original order, unless otherwise agreed by LUOLAI.

If the original item is out of stock, we may offer a replacement item, store credit, or refund.

For change-of-mind cases, we may not be able to offer a direct exchange. You may need to return the eligible item and place a new order.

12. Order Changes and Cancellations Before Shipment

If you need to modify or cancel your order, please contact us within 24 hours after placing the order.

If the order has not yet been processed, packed, or collected by the carrier, we will do our best to assist with the change or cancellation.

Once an order has entered the shipping stage, we may not be able to cancel or modify it. In that case, you may need to follow the return process after receiving the order.

13. Colour, Texture, and Material Variation

We make reasonable efforts to display product colours, textures, and details accurately. However, actual product appearance may vary slightly due to:

· screen settings;

· lighting conditions;

· photography;

· production batches;

· natural fibre characteristics;

· fabric dye lots;

· filling distribution;

· washing or care methods.

For silk, goose down, cotton, Tencel™, and other textile products, slight variations in texture, sheen, softness, weight, warmth, or drape are normal and do not usually qualify as defects.

14. Size, Weight, and Filling Variation

Product dimensions, filling weights, and net weights are provided for reference and may vary slightly due to textile characteristics, humidity, temperature, filling distribution, manufacturing tolerance, or measurement methods.

Minor variations that do not affect normal use are not generally considered defects.

Please review the product page carefully before placing your order. If you are unsure about size, warmth, pillow height, or product suitability, please contact customer support before purchasing.

15. Package Lost or Damaged in Transit

If your package appears to be lost in transit or severely damaged during delivery, please contact us promptly.

We will assist with the carrier investigation and may request supporting information, including photos, tracking screenshots, delivery confirmation, or packaging images.

If the package is confirmed lost before delivery, we will arrange an appropriate solution, which may include replacement or refund.

If tracking shows the package was delivered and signed for, but you did not receive it, please contact us as soon as possible so we can help investigate with the carrier. Additional information may be required.

16. Care-Related Issues

Please follow the care label and LUOLAI care instructions for each product.

Damage caused by improper care is not considered a product defect. This includes, but is not limited to:

· washing at excessive temperature;

· using harsh detergent, bleach, or chemical agents;

· tumble drying items that should be air dried;

· exposing silk products to direct sunlight;

· vacuum-compressing down or silk comforters;

· storing products in damp or poorly ventilated spaces;

· placing heavy objects on delicate or filled bedding;

· using sharp or rough objects near the product;

· failing to use a duvet cover where recommended.

If you need help understanding the correct care method, please contact us before washing or storing the product.

17. Dispute and Chargeback

If you have a concern about your order, we kindly ask that you contact LUOLAI customer support first.

In many cases, contacting us directly allows us to review photos, tracking information, product details, and order records more quickly, so we can offer a practical solution without delay.

Opening a payment dispute or chargeback before contacting us may extend the resolution timeline and limit our ability to assist directly while the payment provider reviews the case.

18. Contact Us

For any return, refund, exchange, or order issue, please contact us:

Customer Support Email: support.uk@luolai.com
TEL / WhatsApp: +852 69491817
Support Hours: Monday to Friday, excluding public holidays
Address: 2/F, Shell Industrial Building, 12 Lee Chung Street, Chai Wan, Hong Kong

Please include your order number in all customer service emails so we can assist you faster.