Return Policy
At Lagom, customer satisfaction is our top priority. We understand that sometimes a purchase may not meet your expectations, and we aim to make the return and refund process as smooth, transparent, and hassle-free as possible. This Return and Refund Policy outlines your rights and obligations when returning products and requesting refunds, as well as the procedures we follow to ensure fairness and compliance with consumer protection laws.
Please read this policy carefully before making a purchase. By placing an order with Lagom, you agree to the terms described herein.
RETURN POLICY
1.1 Customers have a period of 14 calendar days from the date they receive their order to initiate a return. This window allows ample time to inspect your purchase and decide if it meets your needs.
1.2 During special promotional periods, such as the holiday season (typically November 1st through December 12th), Lagom extends the return period to 30 calendar days to provide additional flexibility for gift purchases.
1.3 All items returned must be in their original condition, which means they must be unworn, unused, free of any odors, stains, or alterations, and with all original tags attached. Products should also be returned in their original packaging to avoid damage during transit.
1.4 Returns that do not meet these condition criteria may be subject to partial refunds or outright denial of the return, at Lagom sole discretion. We encourage careful handling and inspection before initiating a return.
1.5 To qualify for a return, customers must provide proof of purchase such as an order confirmation email or receipt. This documentation ensures traceability and expedites the return process.
1.6 Items that are explicitly excluded from returns include, but are not limited to, perishable goods, customized or personalized products, intimate apparel (e.g., underwear and socks), personal care items (e.g., cosmetics), hazardous materials, and products marked as final sale or clearance. Such exclusions are necessary to maintain hygiene and safety standards.
ELIGIBILITY FOR RETURNS
2.1 To be eligible for a return at Lagom, the item must be in the same condition as when you received it: unworn, unused, unwashed, and with all original tags and packaging intact. Returns that show signs of wear, damage, alteration, or missing tags may be rejected or subject to a partial refund based on the diminished value of the item.
2.2 A valid proof of purchase, such as an order confirmation email or receipt, is required to process any return. This helps us verify the purchase and facilitates a smooth and efficient return process.
2.3 Products that do not qualify for return include customized or personalized items that are made specifically according to your order instructions, as these cannot be resold to other customers.
2.4 For hygienic reasons, certain categories of products such as personal care items, beauty products, and underwear (including socks) are not eligible for return unless they are defective or damaged upon arrival.
2.5 Sale items and gift cards are also excluded from returns and refunds unless otherwise specified by Lagom during the sale period.
2.6 If a product is received damaged, defective, or incorrect, it qualifies for a return under our special conditions (see Section 4). Customers must report such issues immediately upon receipt to be eligible for a full refund or replacement.
2.7 Returns initiated without following the proper return registration process with Lagom (see Section 3) will not be accepted or processed.
RETURN PROCESS
3.1 To initiate a return, customers must first contact Lagom customer support team by emailing support@lagom-footwear.com with their order details and reason for the return. This pre-registration is mandatory and helps us manage returns efficiently.
3.2 Once your return request is approved, Lagom will email you the return address along with detailed instructions on how to send your package. Customers are responsible for arranging the return shipping themselves and should follow the provided instructions carefully to avoid delays or rejection of the return.
3.3 Customers are responsible for securely packaging the items to prevent damage during transit. Using original packaging where possible is highly recommended.
3.4 Items returned without prior approval, without following the proper registration procedure, or sent to an incorrect address may be refused and will not be eligible for a refund.
3.5 After the return package is received at our warehouse, Lagom will inspect the items to ensure they meet the return eligibility criteria outlined in Section 2.
3.6 The inspection and processing of returned items typically take up to 10 business days. Customers will be notified of the return status and refund approval or denial once the inspection is complete.
3.7 If the return is approved, refunds will be processed promptly as outlined in Section 6. If the return is denied, customers will be informed with reasons for the decision.
3.8 Customers are advised to retain tracking information for the return shipment until the refund or exchange is fully processed.
SPECIAL CONDITIONS
4.1 If you receive a damaged, defective, or incorrect item, please inspect your order immediately upon delivery and contact Lagom customer support within 5 business days at support@lagom-footwear.com. Provide detailed photographs and a description of the issue to facilitate swift resolution.
4.2 Upon verification of the damage or defect, Lagom will offer a replacement, repair, or full refund at no additional cost to you, including return shipping fees.
4.3 Items that are damaged or incorrect due to reasons beyond Lagom control, such as damage caused during customer use or improper handling after delivery, may not qualify for a full refund or replacement.
4.4 Customized or personalized products, made specifically according to your specifications, are non-returnable unless they arrive damaged or defective.
4.5 Certain items, including perishable goods, personal care products, hazardous materials, and final sale items, are excluded from returns and refunds due to hygiene and safety concerns.
4.6 Sale items and promotional products are generally non-returnable unless explicitly stated otherwise at the time of purchase.
EXCHANGES
5.1 Lagom does not offer direct exchanges. If you wish to exchange an item, please initiate a return following the process outlined in Section 3 and place a new order for the desired product. This ensures the quickest processing and availability of your replacement item.
5.2 Availability of replacement items is subject to stock. If the item you want to exchange for is out of stock, Lagom will contact you to discuss alternatives or offer store credit.
5.3 Any shipping costs associated with the new order for the replacement item are the responsibility of the customer, unless the exchange is due to an error on Lagom´s part.
5.4 For damaged or defective items eligible for exchange, Lagom will cover the return shipping costs and assist with expedited shipping of the replacement product when possible.
REFUND POLICY
6.1 After Lagom receives and inspects your returned item, we will notify you by email regarding the approval or denial of your refund based on the item’s condition and compliance with our return policy.
6.2 Approved refunds will be processed within 10 business days of return approval. Refunds are issued using the original payment method used during purchase unless otherwise agreed.
6.3 Please note that banks or credit card companies may take additional time to post the refund to your account after Lagom has processed it. If you do not receive your refund within 15 business days, please contact support@lagom-footwear.com.
6.4 Refunds for partial returns or items not meeting return conditions may be adjusted to reflect the diminished value or restocking costs.
6.5 In cases of damaged, defective, or incorrect items verified by Lagom, refunds will include the full purchase price plus any reasonable shipping or return costs.
6.6 Refunds do not cover import duties, customs fees, or other charges imposed by your country’s authorities unless otherwise specified.
RETURN SHIPPING COSTS
8.1 Customers are generally responsible for the costs of returning products to Lagom unless the return is due to an error on Lagom’s part, such as receiving a damaged, defective, or incorrect item.
8.2 Return shipping costs vary depending on the customer’s location and chosen shipping method. Lagom recommends using a tracked and insured shipping service to ensure the safe return of products.
8.3 Lagom is not liable for returns lost or damaged during transit. Customers are advised to keep proof of postage and tracking information until their return has been fully processed.
8.4 For returns related to damaged or incorrect items, Lagom will provide prepaid shipping labels or reimburse reasonable return shipping costs once the issue has been verified.
8.5 Return shipping fees are not refundable except in cases where Lagom covers the return shipping as per the policy above.
ADDITIONAL INFORMATION
9.1 Upon returning your package, you will receive a tracking number to monitor the shipment’s progress back to Lagom’s warehouse. Please note that tracking updates may experience delays between the arrival of the return package and the system’s reflection of its status.
9.2 After Lagom receives your returned item, it may take up to 10 business days for the inspection and processing to be completed. This timeframe allows for a thorough evaluation of the product’s condition to ensure it complies with our return eligibility criteria.
9.3 Customers will be notified via email regarding the outcome of the inspection and whether their return and refund or exchange has been approved or declined.
9.4 For any questions or concerns during the return process, customers should contact Lagom’s customer service at support@lagom-footwear.com for timely assistance.
9.5 Lagom recommends that customers retain all shipping documentation and correspondence related to their return until the return and refund process is fully completed.
IMPORTANT NOTES
10.1 All returns must be pre-registered by contacting Lagom at support@lagom-footwear.com before sending any packages. Returns sent without prior approval or outside the official process will not be accepted or processed.
10.2 Customers are expected to handle returned items with care to avoid damage or excessive wear, which may lead to deductions from the refund amount or rejection of the return.
10.3 Products should be securely packaged in their original packaging or equivalent to prevent damage during return transit. Failure to do so may result in the return being declined or a reduced refund.
10.4 Customers should be aware that return shipments may be subject to customs inspections or delays which are beyond Lagom’s control.
10.5 For hygiene and safety reasons, certain products such as underwear, socks, and sealed beauty products cannot be returned once opened or used.
10.6 Lagom reserves the right to refuse returns that do not comply with these guidelines or the terms outlined in this Return and Refund Policy.
RETURN POLICY SUMMARY
11.1 Returns are accepted within 30 calendar days from the date of delivery, except during designated holiday extensions as described in Section 1.
11.2 Products must be returned in their original, unused, and undamaged condition with all tags attached to qualify for a refund.
11.3 Customers are responsible for return shipping costs unless the return is due to an error by Lagom (damaged, defective, or incorrect items).
11.4 There are no restocking fees; refunds will be processed promptly upon receipt and inspection of returned items.
11.5 Sale items, gift cards, and certain personal or customized products are excluded from returns unless specifically stated otherwise.
11.6 Refunds are issued to the original payment method unless a store credit or gift card option is selected by the customer.
SECTION 12 – CONTACT INFORMATION
12.1 If you have any questions, concerns, or requests regarding Lagom’s Return and Refund Policy, please contact our customer support team for assistance.
12.2 You can reach us via email at support@lagom-footwear.com. Our team aims to respond promptly to all inquiries within 24 to 48 hours during business days.
12.3 For written correspondence, please use the following address:
Lagom
12.4 We are committed to ensuring your satisfaction and providing clear communication throughout the return and refund process.
Effective Date: 01-01-2025
Legal Entity: Lagom Footwear
Contact Email: support@lagom-footwear.com
Website: www.lagom-footwear.com
