Refund policy
Returns, Exchanges, and Refunds
Thank you for shopping with us. We understand that sometimes things don’t fit the way we would like, or just don’t feel right. Is something wrong with your order? We're human and sometimes we may make mistakes. We'd like to make it right.
If you need to cancel or change your order, please contact us ASAP by clicking HERE, or email us at andreac@exolavi.com. We will not be able to make changes to your order after it has been shipped and will have to process it as a return/exchange.
Return Policy
Return requests can be made through your customer account (click here).
Return requests can be made within 21 days of order shipment.
Returns are free. We pay for return shipping and provide the shipping label. We do not charge our customers a "restocking" fee.
DO NOT SHIP RETURNS BEFORE YOUR RETURN REQUEST IS APPROVED. We will not issue refunds/exchanges for items we receive without an agreement.
All items are eligible for returns, except for "Final Sale" items.
Refunds for returns are issued once we receive the shipped items.
Refunds will be credited to the original form of payment.
Any purchase shipping fees are not refundable and will be excluded from the refund.
Items must be unworn, unwashed, and in their original condition. Items must be free of scent, deodorant, makeup, and stains. To ensure an acceptable return/exchange, please wear undergarments when first trying on your item to prevent scent, signs of wear, etc.
Once the returned item is received, it will be inspected according to the criteria listed above. Item returns will NOT be accepted and refunds/exchanges will not be made if the item shows user wear/damage etc., and/or does not meet the return eligibility guidelines. We will not re-ship any returned items if they do not meet these criteria.
If you have any questions regarding the returnability of your item, please contact us by email at andreac@exolavi.com.
Exchanges
Exchanges are subject to the same rules as returns (see Return Policy section).
Exchanges are ideal for the following situations:
- You would like the same item in a different size due to fit.
- You received the incorrect size of the item that you ordered and would like the same item in the correct size.
- You received a damaged or defective item and you would like a replacement of the same item.
- You received an incorrect item (not the item that you ordered) and would like to exchange it for the correct item.
If you want to exchange your item, please send us an email at andreac@exolavi.com. Please specify the problem and wait for our confirmation and instructions before returning the original item. Once your return is received and the items are inspected, we will send you the replacement item at no additional shipping cost.
Damaged, Defective, and Incorrect Items
If you receive an item that is damaged (pre-delivery), defective, or incorrect (including incorrect sizes), please send us an email at andreac@exolavi.com with your order number and a description of the problem. We will offer you the choice of returning for a refund or returning for an exchange with no additional shipping cost. Please contact us first to ensure that we handle your return request properly. Please see the "Exchanges" section for more information.
RETURNING INSTRUCTIONS
If your item is damaged, defective, or incorrect please email us first at andreac@exolavi.com before submitting a return request to ensure that we process it correctly. See section above.
How to submit a return request:
1. Access your Account: Click the profile icon at the top right corner of our website, or click HERE.
2. Enter the email address you used at checkout for your purchase, and then click "Continue."
3. You will receive an email from us with a six-digit verification code. Enter this code and click "Submit."
4. Click on the order that you want to submit the return request for.
5. Select the item(s) that you want to return, then click "Return.'
6. Select a return reason and write a note to let us know the details (we appreciate your feedback).
7. Click "Request Return."
8. When your return request is approved, you will receive an email with shipping instructions and a shipping label.
After we receive your return and inspect the items according to this return policy, we will issue your refund.
Note: Item "return" option is not available until the order has shipped.
Missing Items
We are very careful to make sure all items are included when processing and packaging your order. If your package is missing an item from your order, you must report this within 7 days of delivery. Please contact us by sending an email at andreac@exolavi.com. Please include your order number and specify which item is missing. Once we confirm this, you can receive a refund or have the missing item shipped to you at no additional shipping cost (as long as the item is still in stock).
Due to the unpredictability of fraudulent activities, we reserve the right to refuse returns, refunds, or exchanges. We reserve the the right to consider returns, exchanges, and refunds on a case-by-case basis.
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