Shipping policy

 

Thank you for visiting and supporting us. By finalising your payment and completing an order with us, you accept our Terms of Service, which include our Shipping Policy outlined below.

Shipment Processing Time

  • All orders are packed and shipped within 1–2 business days. We do not process orders on weekends or public holidays.
  • Once your order is dispatched, tracking details will be emailed to you as soon as your pieces are en route.

Address Accuracy

  • It is crucial that you ensure the accuracy of the shipping address you provide at the time of order placement. Incorrect or incomplete addresses can lead to delivery delays or additional charges.

Please note:

  • In the event that an order is returned to us due to an incorrect or incomplete address provided by the customer, the customer will be responsible for the additional shipping charge to resend the item.
  • If you realise that your shipping address is incorrect after your order has been placed, please contact us immediately at wecare@loloandmay.com. We will do our best to accommodate changes before the order ships but cannot guarantee modifications can be made once processing has begun.

International Duties & Taxes

All international orders are shipped on a Delivery Duty Unpaid (DDU) basis. 

Shipments destined for the United States, Canada, the United Kingdom, Europe, Singapore, and Malaysia may be subject to local import duties, country-specific tariffs, and customs clearance fees upon arrival. These charges are determined by the destination country's customs authorities and are the sole responsibility of the receiver.

Please note that these fees are not included in your order total at checkout and will be collected separately before or upon delivery. We recommend contacting your local customs office prior to placing your order if you would like an estimate of applicable charges.

New Zealand orders are generally not subject to duties or taxes, as New Zealand has a customs threshold of NZD $1,000. Hong Kong is a free port and no customs duties or import taxes apply to orders delivered there.

Lolo & May is not responsible for any delays caused by customs clearance processes.

Non-Delivery Issues

  • If your order has not been delivered within the estimated delivery timeframe, please reach out to our Customer Care Team at wecare@loloandmay.com.
  • Include your order number and confirm the shipping address you provided. We will investigate your order's status and update you as soon as possible.

Your Satisfaction is Our Priority

We are committed to ensuring the timely and safe delivery of your order. If you have any questions or concerns regarding our Shipping Policy or your order, please do not hesitate to contact us at wecare@loloandmay.com. By placing an order with us, you acknowledge and accept these terms.

Thank you for choosing Lolo & May — we look forward to serving you.