Refund policy

At Loraya, customer satisfaction is our top priority. We formulate transparent and convenient return rules in accordance with French consumer protection laws to safeguard your legitimate shopping rights.

This Return & Refund Policy stipulates the return cycle, eligibility criteria, application procedures, refund rules and relevant notes for all orders purchased via loraya.shop. For supplementary details, you can check our Shipping Policy and Payment Policy.

1. 30-Day Statutory Return Period In compliance with French consumer regulations, we provide a 30-day return service. You are entitled to submit a return application within 30 calendar days after the goods are delivered to you.

Products can be returned only if they meet all the following conditions: Unused, unworn and intact Consistent with the original delivery status Retain original labels and tags Complete original packaging (if applicable) Provide order number or purchase voucher

Goods that fail to meet the above requirements will not be accepted for return.

2. Steps to Apply for Return Please send an email to hello@loraya.shop to initiate a return request within the valid 30-day period after receipt. You need to attach the following information: Order number Email address used during checkout Specific reason for return

After our customer service reviews your application, we will send you detailed return guidelines including mailing address and delivery requirements. Do not send goods back without receiving official return instructions.

3. Return Delivery Method Returns shall be delivered by postal parcel only. We suggest you choose a logistics service with tracking function and keep the tracking number until the refund is fully completed.

4. Bearer of Return Shipping Fees The liability for return freight is divided according to the cause of return:

5. Damaged, Defective or Incorrect Goods Receipt Please carefully inspect the package and goods immediately after delivery. If you receive damaged, defective or mismatched products, please contact us via hello@loraya.shop within 48 hours upon receipt, attach your order number and clear photos of the goods and package for verification. After confirmation, we will arrange replacement, full refund or other reasonable solutions for you.

6. Non-Returnable Merchandise Scope The following commodities are not supported for return in accordance with regulations and store rules: Products marked "Final Sale" or non-refundable on the product page Customized and personalized tailored goods Goods that have been worn, washed, stained, altered, damaged artificially, or lost tags and original packaging

7. Goods Exchange Service We do not support direct exchange for all products temporarily. If you need to replace with another size, color or style, you can return the eligible goods according to this policy, and place a new order for the goods you need. For defective, damaged or wrongly delivered goods, please contact customer service separately for targeted processing.

8. Refund Processing Rules After we receive and inspect your returned goods and confirm compliance with return standards, we will notify you of the refund progress. The refund will be returned to your original payment account within 3–7 working days after approval. Please note that banks and payment institutions will have additional review and arrival time, which is beyond our control.

9. Original Delivery Fee Settlement The initial shipping fee paid at checkout is non-refundable in principle. Exception: If the return is caused by our errors such as wrong delivery, damaged goods, the original shipping cost will be fully refunded together.

10. Restocking Fee Regulation Loraya will not charge any restocking fee for all qualified returned goods.

11. Return Mailing Address Instructions Do not mail goods arbitrarily. You must wait for the official return address issued by customer service after the return application is approved. Write your order number or return authorization code inside the package to speed up our inspection and refund efficiency.

12. Contact Details If you have any questions about returns, refunds, damaged goods and exchanges, please get in touch with us: Brand Name: Loraya Website: www.loraya.shop Email: hello@loraya.shop Phone: +33 8 95864424 Business Address: 96 Rue Camille Godard, 33000 Bordeaux, France

Service Hours: Monday to Saturday: 9:00 AM – 6:00 PM CET Sunday: Day off

We will reply to all customer inquiries within 24–48 working hours. For payment questions, refer to our independent Payment Policy.