Return and Refund policy

FAQ/ HELP
 (Last updated: October 2026)

PREAMBLE

This page explains, in simple and practical terms, how shipping, returns, exchanges and refunds work for LOFI MERCH orders delivered to an address in the United States. 


It supplements our Terms of sale, which remain the contractual reference for any question or dispute. It does not limit any of your rights: where the law gives you more protection than what is written here, the law applies. In accordance with our Terms and Conditions of Sale, this FAQ only applies to orders delivered to the United States. 


 

 


If you have a problem with your order, please contact us:

  • by direct message: via the live chat available on the Site;


When contacting us, please have your five-digit order number / the email address used at checkout ready so that we can help you.

Before making any enquiry, please read the conditions below regarding returns/exchanges/refunds.


You can contact us to make a return in the following situations:

  • you have changed your mind (subject to the conditions in Section 3);

  • the product arrived defective, or is not the product you ordered;

  • the product develops a defect within one year of delivery (Limited Warranty).

 

 


  1. DELIVERY


When will I receive my order?

Except for pre-orders, your order ships within 7 business days of being placed. Once shipped, allow 5 to 18 business days for delivery, depending on the shipping warehouse and your delivery address. Delivery times are estimates.

Products may ship from the United States or from other countries, and items in the same order may ship from different countries. Shipments from outside the United States may take longer due to international transit and customs clearance. We use the fastest and most efficient services available but cannot guarantee a specific delivery time. 


What if my order cannot ship on time? 

If we cannot ship your order (including a pre-order) within the stated time, we will notify you before that date, give you a revised shipping date and let you choose between accepting the delay and cancelling your order for a full refund to your original payment method.


How can I track my order?
As soon as your order ships, you will receive an email with your parcel number and a tracking link. A second email is sent when the carrier confirms delivery. You can also track your order from your Customer Account.
For any question about shipping, you can contact the carrier directly via the tracking link, or write to us: we will use all means at our disposal to resolve the issue with the carrier.


How are shipping costs calculated?
They depend on the shipping location, the delivery location, the parcel weight, the carrier and the products concerned. The exact amount, together with any applicable sales tax, is shown to you before you confirm and pay for your order.


My order includes a pre-order. When will it ship?
Pre-orders ship by the estimated shipping date shown on the Product Page. Orders ship in a single parcel, so if your order contains a pre-order item, the whole order, including in-stock items, ships once the last item is ready. To receive in-stock items sooner, please place a separate order.

If we cannot ship by the estimated date, we will notify you before that date, give you a revised shipping date and let you choose between accepting the delay and cancelling your order for a full refund to your original payment method. Once shipped, delivery follows the usual conditions.


My delivery is late. What can I do?
We will inform you of any delay on our part using the contact details you provided, so it is important that they are correct.

Once your order has been handed to the carrier on time, delays in transit are the carrier’s responsibility. Please contact the carrier directly using the tracking link in your shipping email. Our Customer Service can also help you follow up with the carrier. 


I entered an incomplete or incorrect address. What happens?
You are responsible for the accuracy of the delivery name and address (full address, door code, etc.). If the parcel is returned to us due to an invalid address or lack of access, it goes back to our warehouse: please contact Customer Service to find out how to recover your products.


  1. CHANGING OR CANCELLING MY ORDER


Want to cancel or change your order?

You can cancel or change your order as long as it has not shipped. Contact our Customer Service via the live chat or a ticket on the Site. Once shipping has started, the order can no longer be cancelled or changed.

If you cancel, you will receive store credit for the full price paid within 14 days of your cancellation request. If you cancel because we cannot ship on time (see Section 1), you are refunded to your original payment method instead. 


Want to change your shipping address?
Only possible before shipping. Once your order has shipped, contact the carrier directly as soon as possible. Any fees charged by the carrier are your responsibility and are neither covered nor refunded by us.


Want to add products to an existing order?
Shipping costs are recalculated based on the new weight, unless a “free shipping” promotion is running. Promotions apply only to the products included in the offer: any product added outside the promotion triggers a weight-based recalculation of shipping costs.


Can I refuse delivery if I no longer want my order?
Refusing a parcel is not a way to cancel an order. If you refuse delivery, the parcel is returned to our warehouse. Please contact Customer Service. Once the parcel is received and inspected, and if the products are unused with their original seal intact, you will receive store credit for the price of the products, excluding original shipping charges and any return charges billed by the carrier. 


What happens if I change my mind while my order is already on its way?
Once your order has shipped, we can no longer stop it. You can request a return within 14 days of receipt, under the conditions in Section 3. 


  1. RETURNS AND RIGHT OF WITHDRAWAL


Changed your mind?
You may request a return within 14 days of receiving your order, provided that the products are unused, in their original packaging and with their original seal intact. If this period ends on a Saturday, Sunday or public holiday, it is extended to the next business day. If your order was delivered in several parcels, the period starts when you receive the last one. 


To exercise this right, simply let us know clearly:


Once you have notified us of your withdrawal, you have 14 days to return the product. Return costs are your responsibility unless we state otherwise (for example, for a defective product, see below). Only the person who placed the order can exercise this right, even if the order was delivered to another address or person.


Which products cannot be returned? 

Any product whose seal has been opened, broken or removed, or that has been used, cannot be returned for a change of mind. This applies to all products, including clothing, accessories and vinyl records. 


How do I request a return? 

Within the 14-day period, send us a clear request stating your order number and the products concerned:

  • via the live chat or by opening a ticket on the Site;

  • or via the withdrawal function in your Customer Account.


No return is accepted without prior authorization. If your request meets the conditions above, Customer Service will send you a return authorization number and the return instructions, including the return address. You must then ship the products within 14 days of receiving the authorization, with the return authorization number clearly shown on the parcel. Return shipping costs are your responsibility, unless Customer Service tells you otherwise.


What happens if my return does not meet these conditions? 

Products returned without a return authorization number, to a different address or after the deadline will not be processed. On your request, they will be sent back to you at your expense. If you do not request them within 30 days of being notified, we may dispose of them. 


  1. HOW AND WHEN WILL I BE REFUNDED?


What amounts are refunded? 

Change-of-mind returns are refunded exclusively as store credit. Once our warehouse has received and accepted your return, we issue store credit equal to the price paid for the returned products, excluding original shipping charges and return costs, within 14 days. 


How does store credit work? 

Store credit is added to your Customer Account or sent to you by email as a digital code. It can be used for any purchase on the Site, does not expire and cannot be exchanged for cash, except where required by applicable state law. 


When am I refunded to my original payment method? 

You are refunded to your original payment method in the following cases:

  • a product you ordered turns out to be out of stock;

  • you cancel your order because we cannot ship it on time;

  • a product is delivered defective or is not the product you ordered, and we choose to refund rather than replace it;

  • a warranty claim where repair or replacement is impossible.

Bank processing times are outside our control.

  1. DEFECTIVE OR INCORRECT PRODUCTS AND WARRANTY 


My product arrived defective, or it is not what I ordered ?

Notify Customer Service within 14 days of delivery, with your order number and clear photos of the product and its packaging. The seal requirement does not apply in this case. We will, at our option, replace the product or refund the price paid to your original payment method, and we will cover the return shipping costs. 


My parcel is marked “delivered” but I haven’t received it?

Once your parcel has been handed to the carrier, the risk passes to you. Please contact the carrier first via your tracking link. Contact us as well: we will assist you with your claim against the carrier.

My parcel was stolen after delivery. What should I do?

We cannot be held responsible for a parcel stolen after delivery. We recommend contacting the carrier and, where appropriate, filing a police report. We can help you with your claim against the carrier, with no guarantee of outcome.

Tracking shows no movement for several days.

Contact us: we will open a ticket with our warehouse and the carrier and assist you with any claim for loss in transit. This usually takes several business days.


My parcel arrived damaged. What should I do? 

Products are sold on a shipment basis: the risk of loss or damage passes to you when the parcel is handed to the carrier. Contact us right away with photos of the parcel and its contents: we will help you file a claim with the carrier. 


What if a defect appears after a few weeks or months? 

Our products are covered by a one-year Limited Warranty from delivery against defects in materials and workmanship under normal use. The warranty does not cover normal wear and tear, misuse, accidental damage or failure to follow the instructions for use.

To make a claim, contact us within one year of delivery with proof of purchase and evidence of the defect (photos, videos and a description of the issue). If the defect is confirmed, we will, at our option and at our expense (including return shipping), repair or replace the product. If repair or replacement is impossible, we will refund the price paid to your original payment method.

Warranty claims can be sent by email to lofimerch@lofigirl.com or by mail to LOFI MERCH, 200 rue de la Croix Nivert, 75015 Paris, France. Full terms are set out in Article 12 of the Terms and Conditions of Sale – USA. This warranty gives you specific legal rights, and you may also have other rights that vary from state to state. 


Who pays for return shipping? 

  • Change-of-mind return: you pay the return shipping costs.

  • Product delivered defective or not the product ordered: we pay the return shipping costs.

  • Warranty claim: we pay the return shipping costs.


  1. Exchanges


Can I exchange an item instead of getting a refund?
If you changed your mind or ordered the wrong size: we do not process direct exchanges. Return the item under the conditions in Section 3 (unused, seal intact) and use your store credit to place a new order.

If the product was delivered defective or is not the product you ordered: we will, at our option, replace it or refund you, at no cost to you (see Section 5).


  1. Other frequently asked questions


Why does my vinyl skip when playing?
A vinyl record requires a minimum tracking force from the cartridge, which depends on correct calibration of the turntable’s counterweight. Many entry-level turntables lack a counterweight, which can cause skipping even if the record has no defect. We recommend checking your turntable’s counterweight setting according to the manufacturer’s specifications.

Once unsealed, a vinyl record cannot be returned for a change of mind. A genuine defect in the record (scratch, warping, pressing defect) is covered under Section 5: notify us within 14 days of delivery, or, after that, under the one-year Limited Warranty. 


Why are some products not available in my country?
Some products (vinyl, clothing/accessories) are restricted to specific regions due to international shipping or customs costs. If a product cannot be delivered to your address, the order is cancelled and refunded to your original payment method. 


Will products be restocked?
Restocking depends on observed demand, with no guaranteed timeframe. Follow our social media for updates.


Who pays customs and import duties?
Before you confirm your order, the payment page always tells you whether Duties apply and whether they are included in the total price. 


Where can I contact you?

If you have a problem with your order, please contact us: