At Loptok, your experience matters. If your order isn’t quite right, we’re here to make the resolution clear and straightforward.

A. ORDER CANCELLATIONS
You may request to cancel or modify your order within 24 hours of purchase. Changes requested after this window may not be possible if processing has begun.
To request a change or cancellation, contact us with your order number:
Email: [email protected]
Phone: +1 (601) 258-3898

B. RETURNS AND REFUNDS
1. RETURNS WINDOW
Returns are accepted within 30 days of delivery (for both defective/incorrect items and change-of-mind/size issues).

2. ACCEPTED CONDITIONS FOR RETURNS & REFUNDS
We accept returns and issue refunds for items that meet all of the following:

  • Defective Product: manufacturing fault or flaw.
  • Transit Damage: item damaged during shipping.
  • Order Error: wrong item received (e.g., incorrect color/style/size) or an item is missing.
  • Inaccurate Description: the product received is so different from the website description.

Item condition requirement: Returned items must be new, unworn, unwashed, unaltered, and in original packaging with all tags and inserts attached. Clear photo or video evidence of any defect/damage is required before approval.

3. NON-ELIGIBLE FOR RETURNS & REFUNDS
We cannot process returns/refunds for:

  • Items showing signs of wear, washing, alteration, or misuse
  • Damage caused by improper care or not following garment instructions
  • Unauthorized returns
  • Final Sale or personalized/customized items
  • Requests made after 30 days from delivery.
  • Claims without sufficient photo/video evidence when requested.

4. RETURN SHIPPING COSTS
Loptok’s responsibility: If the return is due to our error (defective, damaged, incorrect item), we cover the return shipping and refund the full product price plus original shipping.
Customer’s responsibility: For all other reasons (e.g., size, change of mind), you cover return shipping.

5. DETAILED RETURNS PROCESS
Step 1: Initiate & Provide Proof
Email [email protected] with subject: “Return Request – Order #[Your Order Number]”.
Include your name, order email, reason for return, and photo/video evidence if applicable.

Step 2: Await Return Authorization
Our team will review your request and evidence within 24 hours. Once your return is approved, we will promptly email you detailed return shipping instructions.

Step 3: Prepare and Ship Items
Please securely package the item(s) and ship them to the following address:
Email: [email protected]
Phone: +1 (601) 258-3898
Address: 2721 Ulric Street, San Diego, CA 92111, United States
Support Hours: Monday – Saturday, 9:00 AM – 5:00 PM (PST)

Step 4: Tracking and Confirmation
After mailing your return, please email the tracking number to [email protected]. We will confirm receipt and begin the inspection process within 1–2 business days of receiving the package.

6. DETAILED REFUNDS PROCESS
Step 1: Initiation and Evidence
To request a refund, please email our support team at [email protected] with the subject line: “Refund Request – Order #[Your Order Number]”.
In your message, state the reason for the refund (e.g., item defect, damage, incorrect item) and attach clear photo or video evidence if applicable.

Step 2: Review and Approval
We will notify you of approval or rejection via email within 1–2 business days. If approved, we will begin processing your refund within 3–7 business days. The refund covers the original purchase price of the item(s) plus any applicable sales tax.

Step 3: Transfer Time
After we initiate the refund, your bank or card issuer may require an additional 3–5 business days to complete the transaction and post funds back to your account.
If your refund hasn’t appeared after the expected time, please check with your bank/card issuer first, then contact us.

7. REFUNDS TIMELINE
Total Expected Time: After we receive and approve your return—or approve a refund request without a return—the funds generally reach your account in 7–14 business days. This includes our processing time and your bank/card processing time.

Bank Processing Note: Once Loptok issues the refund, the posting speed depends on your bank or card issuer and may occasionally take longer than estimated.

Important Notes

  • If the refund hasn’t appeared after the expected window, please check with your bank/card issuer first, then contact us at [email protected] for further help.
  • Original shipping fees are non-refundable unless the return is due to our error (defective, damaged, or incorrect item).

Unapproved returns (items sent back without prior approval/instructions) can’t be processed.

C. EXCHANGES
1. EXCHANGES TIMEFRAME
Exchange requests are accepted within 30 days of delivery.

2. ACCEPTED REASONS FOR EXCHANGES
Items must meet the original condition requirements (unworn, unwashed, tags attached). Exchanges are accepted for:

  • Faulty item (manufacturing defect or shipping damage).
  • Correction (wrong item or incorrect size/color received).
  • Preference (different size/color/style).

3. EXCHANGE SHIPPING FEE
Loptok Responsibility: We cover exchange shipping if the exchange is due to our defect or error.
Customer Responsibility: You cover return shipping for exchanges due to size/color/style changes or ordering the wrong item.

4. DETAILED EXCHANGE PROCESS
Step 1 — Start Your Exchange
 Email [email protected] with the subject “Exchange Request – Order #[Number]”, and include your contact info, the reason, and the size/color/style you’d like.

Step 2 — Approval & Any Price Difference
We’ll confirm availability and note any price difference. After approval (and any adjustment), we’ll send the return instructions.

Step 3 — Return & Replacement
Once we receive and check the return, we’ll ship the replacement. This usually takes 3–5 business days. You’ll get a new tracking email.

D. CONTACT US
Questions about returns, exchanges, or refunds? We’re here to help.
Email: [email protected]
Phone: +1 (601) 258-3898
Address: 2721 Ulric Street, San Diego, CA 92111, United States
Support Hours: Monday–Saturday, 9:00 AM – 5:00 PM (PST)