Returns & Refunds
For all purchases made on our online shop, the return policy is 14 days.
Important: For each product, the trial period starts from the date of delivery of each shipment.
If you decide to return your purchased items for any reason during the trial period, please contact our customer service team directly at lotto.support@ecommerceonline.it email address to initiate the return process.
ATTENTION: returns without authorization and/or shipped with the customer's own courier may be refused or suffer processing delays, causing the refund to not be disbursed. Be sure to contact our customer service team and follow the instructions received.
Return Policy
The products must be returned intact and with the appropriate tag applied to each garment.
Make sure the products you're returning are complete (for example, that you return both items of a pair).
If you wish to return a product, we ask that you do not use it other than what is reasonably necessary to decide whether or not to keep it. This means that you can try on clothing and/or shoes to check their fit and size, but you cannot wear or wash them.
Products must be sent back within 10 days of completing the return process; we recommend that you use the box or envelope you received your order with.
Remember to return each order and each shipment separately: if you want to return items that arrived in more than one delivery, keep the same separation in the return shipment as well. This will help us speed up the process of verifying items and processing your refund.
Return for defective or incorrect product
In addition to the right of withdrawal, by law you are entitled to what in legal terms is defined as "a product that complies with what has been agreed".
Lotto is committed to providing high-quality products and services. If, for some reason, you have to make a complaint about a product purchased online (in case of flaws and/or non-conformities), please contact our customer service.
Please provide all the necessary information:
- the order number
- the item code and size
- description of the flaw or anomaly found
- photo of the article
Before proceeding with the return of the goods, we ask you to wait for a response from our customer service, you will receive a confirmation email containing all the instructions to proceed with the shipment of the product.
In the event of a defective or non-compliant product, Lotto will arrange at its own expense to organize the pickup of the product and the shipment of a new replacement product or the refund of the purchase value of the defective or non-compliant product.
Can I exchange goods?
It is not possible to exchange goods (size change / color change) for purchases made on lotto.it. It is necessary to proceed with the return of the product you want to exchange and the insertion of a new order.
Return shipping costs
The return shipping costs are shown in the table below:
| COUNTRY |
RETURN COST USD |
|---|---|
| Hungary |
10 |
| Poland | 10 |
| Bulgaria |
10 |
| Romania |
10 |
| Czech Republic | 10 |
| Switzerland | 20 |
| Sweden | 20 |
| Denmark | 20 |
| U.S.A. | 45 |
| Canada |
49 |
| Turkey |
35 |
| Serbia |
35 |
| North Macedonia | 35 |
| Andorra |
35 |
| Gibraltar | 35 |
| Albania | 35 |
| Iceland | 35 |
| Hong Kong SAR, China | 49 |
| United Arab Emirates | 59 |
| Saudi Arabia | 59 |
| Morocco | 59 |
| Japan | 59 |
| SIngapore | 59 |
| Qatar | 59 |
| Taiwan | 59 |
| Kuwait | 59 |
| VietNam | 59 |
| Israel | 59 |
| Libya | 59 |
| Philippines | 59 |
| Algeria | 59 |
| Indonesia | 59 |
| Malaysia | 59 |
| Egypt | 59 |
| India | 59 |
| Jordan | 59 |
| South Korea | 59 |
| South Africa | 59 |
| Thailand | 59 |
| Colombia | 69 |
| Mexico | 69 |
| Argentina | 69 |
| Mauritius | 69 |
| Brazil | 69 |
| Peru | 69 |
| Kazakhstan | 69 |
| Australia | 79 |
| New Zealand | 79 |
| Libano | 59 |
| Tunisia | 59 |
| Ucraina | 35 |
When will I receive my refund?
The refund will be made to the original payment method you used to complete the purchase, no later than 15 days from the date of receipt of the return at our warehouses.
We will send you an email to inform you that your refund has been issued.
Will shipping costs be refunded?
The shipping costs of the order already received will not be refunded.
1. Start the online return request process.
Make sure you have on hand:
- Order number (you can retrieve it in the order confirmation email you received at the time of purchase)
- Email address with which you completed the order
- Billing zip code (if you don't remember which billing address you had entered, you can also retrieve this data in the order confirmation email)
Click here to access and fill out the contact form.
Write down the articles and remember to indicate for each of them the reason why you want to return them.
Wait for the confirmation of approval of the return that you will receive by email.
2. Prepare the products for shipment.
Place the packaged items in a box or envelope (we recommend using the original one you received the order with) and stick the return label on the outside of the package, covering the previous label. The return label will be provided by our customer service.
3. Ship the products within 10 days of completing the return process.
4. Wait to be contacted about the processing of the same
