Your Satisfaction is Our Primary Concern
If you have a concern about a product you purchased from NINI and LOLI, we are ready to answer your questions and help resolve any issue you may have. Please contact our Customer Service Department at firstname.lastname@example.org.
You can return most items for a store credit or refund within 30 days of receiving an order. Please follow our return guidelines as outlined below.
Returned items must be in new (unused) condition, in the original packaging, with all tags, UPC bar codes, warranty cards and instruction manuals intact. Car seats, strollers, and electronics must be in factory-sealed (unopened) boxes. Apparel must be unworn and unwashed, with the hangtags attached.
If the item shows signs of use, or if the packaging has been badly damaged, or if the condition does not otherwise meet our return guidelines, a restocking fee of up to 50% may be assessed.
Floor models, “open box” items, and items sold at a discount are not returnable.
Custom furniture and personalized items are not returnable.
We are serious about protecting your children. The following products may not be returned because they could pose a risk to health & safety:
- Infant Formula
- Breast Pumps, Bottles & Nursing Accessories
- Plates, Bowls, Cups & Feeding Utensils
- Pacifiers & Teethers
- Bath Tubs, Washcloths & Sponges
- Skin Care Products & Wipes
- Brushes, Combs, Toothbrushes, Nail Clippers & Personal Hygiene Aids
- Thermometers, Nasal Aspirators & Health Aids
- Diaper Pails & Potty Seats
- Mattresses & Changing Pads
How to Initiate a Return
Credit or refund will be issued only after the item is received and inspected by our Returns Department.
Refunds are issued using the original form of payment. Returns with a gift receipt will be refunded with store credit.
Returns typically take 7-14 days to be received and processed, and for a credit to be issued.
You are responsible for shipping charges, including the cost of return shipping, unless you are returning a damaged or defective item (as outlined below), or the return is the result of an error on our part.
If your order received free shipping, the actual shipping cost will be deducted from your refund.
You may request a prepaid return shipping label, in which case the return shipping cost will be deducted from the refund amount.
Orders may be cancelled prior to shipping at no extra charge. Custom orders may be cancelled up to 24 hours after the order was placed. Once a custom order has been sent to production, it can no longer be cancelled.
Undeliverable or Refused Packages
If an order is deemed undeliverable because of an error in the shipping address provided, or because it was refused by the recipient, a 10% restocking fee will be charged in addition to the actual shipping cost.
Always inspect your package when you receive it from the shipper and immediately report any visibly damaged packaging to the delivery driver, if possible.
You must contact us within 5 days of receiving your order to file a damage claim. Email us at email@example.com to report the damage.
Please provide pictures of the damage so we can better assist you. Do not attempt to use the product and do not discard the packaging until the claim has been resolved.
Defective products are rare. If you feel that you have received a defective product, please contact our Customer Service Department at firstname.lastname@example.org.
Defective products can be exchanged for the same new product or returned for a credit or refund within 30 days of receiving your order. If necessary, we will issue a prepaid return shipping label for a defective item.
Note that all returned products that are claimed to be defective will be inspected upon arrival. Items damaged through normal wear & tear may not be returned as defective. If the item is found not to be defective, normal return conditions will apply.
Many of the items we sell are covered by a manufacturer’swarranty. For warranty claims more than 30 days after purchase, please contact the manufacturer directly.
In the event that items purchased from NINI and LOLI are delivered in the USA and then forwarded, or carried by the customer, to a different country, NINI and LOLI is not responsible for the items after they are delivered in the USA. If an item is found to be defective after it leaves the USA, NINI and LOLI will not be responsible for the cost of return shipping to the USA, or for shipping a replacement to an address outside of the USA.
Return of Online Orders to a NINI and LOLI Store Location
Small items (under 40 lbs) that were purchased on our website may be returned to a NINI and LOLI store for store credit within 30 days of receiving an order. Proof of purchase or a gift receipt is required. Stores can not issue a refund for the return of an online order.
All other standard return conditions apply and stores will not process a return if the item is not in new condition or if the item does not otherwise meet our return guidelines.