Return & refund policy

Last updated: July 6, 2026

If something isn’t right, we’ll sort it out. The policy below explains exactly how returns, exchanges and refunds work.

Return window

Returns are accepted within 30 days of delivery. Requests made outside this window are not eligible.

Return conditions

To be eligible for a return, items must be:

• unworn, unwashed, and unused, complete, and in their original condition and packaging;
• returned with all tags and hygiene stickers intact. Because swimwear is a hygiene-sensitive product, any sign of use, washing, or removal of tags or hygiene stickers makes an item ineligible;
• returned in full if purchased as a set or bundle, as bundled items cannot be returned individually.

Returns showing signs of use, damage, or incompleteness may be declined. Declined returns can be sent back to you at your expense.

For our EU customers

In line with Article 16(e) of the EU Consumer Rights Directive, the Right of Withdrawal does not apply to sealed goods that are not suitable for return due to hygiene reasons once opened. This applies to swimwear worn against the skin, and is standard hygiene practice to protect customers. Your statutory rights in respect of faulty or misdescribed goods are not affected.

Refunds

Once your return arrives, it is inspected within 5 to 7 days of receipt, and you’ll be notified of the outcome by email. Approved returns are refunded to your original payment method. Original shipping fees are non-refundable.

Exchanges

Direct item-for-item exchanges are not offered. If you’d like a different size or style, submit an exchange request within 14 days of delivery: once your return is received and approved, store credit is issued via email so you can place a new order for the item you want.

Not sure which size to choose? Send us your measurements and we’ll help you pick. There’s also our size guide.

Return shipping

Return shipping costs are the customer’s responsibility, unless the return is due to our error (incorrect, defective, or damaged items). Returns must be sent to the return address we provide, as parcels sent to any other address may be declined. We recommend a trackable shipping method, as we’re not responsible for return parcels lost by postal companies.

Damaged, defective or incorrect items

If your order arrives damaged or defective, or you received the wrong item, that’s on us. Contact us within 14 days of delivery with your order number and photos of the item and its packaging, and we’ll resolve it free of charge with a replacement, store credit, or a full refund, including return shipping if the item needs to come back.

How to return, step by step

• Contact us at info@lohaia.com with your order number so we can confirm eligibility and share the correct return address.
• Pack the item(s) securely, in the original packaging or another sturdy box, making sure tags and hygiene stickers are still attached and sets are complete.
• Ship the parcel with a trackable method and keep your proof of postage.
• We’ll email you the outcome within 5 to 7 days of receiving your return.

Questions?

Our team is here for you at info@lohaia.com. See also our shipping policy and FAQ.