Effective from 23 October 2026.
Delivery costs and carriers
| Delivery country | Carrier | Cost |
|---|---|---|
| Poland | InPost – courier or Paczkomat locker; perfume – DHL | free |
| European Union countries (except Cyprus and Malta), Monaco and the Vatican | DHL – courier | 15 EUR; free on orders of PLN 1,250 or more (when paying in another currency – from the equivalent of this amount shown at checkout) |
| Other countries, including Cyprus and Malta | courier, usually FedEx | 30 EUR |
You can see the delivery methods available for your order and country, with their prices, at checkout before placing your order. For shipments outside the European Union, customs duties and import taxes are not included in the price or the delivery cost; they are collected by the carrier or the customs office.
Perfume and sets with perfume
We ship ORIA perfume and sets with perfume only with DHL. In Poland, delivery is free – by courier, to a DHL POP point or to a DHL BOX locker. To other European Union countries, we ship them by DHL courier, if the country is available at checkout, at the price in the table. We do not ship them to InPost Paczkomat lockers or outside the European Union.
Delivery time
We usually deliver within 1–2 business days in Poland, 2–5 business days in other European countries and 2–15 business days outside Europe. Products with Personalization, made-to-order Products and Pre-order Products are shipped within the period stated on the product page. The delivery deadline and your rights in the event of a delay are described in the Terms and Conditions (Section VI).
Invoice
For an order with ORIA perfume placed through the Cart, we issue a VAT invoice and send it by email. For other orders, you will receive a receipt, and an invoice on request (contact@lobosbags.com) or when you provide a tax ID (NIP). Details are described in the Terms and Conditions (Section VI(4)).
Returns
14-DAY RIGHT OF RETURN
You can return goods bought in our online store within 14 days of receiving your parcel, without giving a reason.
Returned items should be undamaged, with tags attached and in their original Lobos packaging (box, dust bag). The original packaging is not a shipping box, so put it in a shipping carton, ideally the one your order came in, so that nothing moves around in transit. Put straps and chains inside the bag or secure them so they can't damage or dent the leather. You're responsible for packing the items carefully and securely.
HOW TO REQUEST A RETURN
Request your return on the Returns and complaints page.
1. Enter your order number and the email address used for the order. If you log in to your account, you can pick the order from the list.
2. Select the items you want to return and confirm your withdrawal from the contract.
3. Choose how you'll send the parcel: a free InPost return (in Poland) or sending it yourself.
We'll send a confirmation with your return number to the email address used for the order. You don't need to print a return form.
PERSONALIZED PRODUCTS
A product with embossed initials is made to your individual order. Under Article 38(1)(3) of the Polish Consumer Rights Act of 30 May 2014, the right to withdraw from the contract does not apply to such a product from the moment you confirm the letters to be embossed. A personalized product therefore cannot be returned or exchanged. This applies to the whole product, for example the bag together with its tag or pin.
Other products from the same order can be returned under the rules described on this page. The lack of a right of return does not limit your right to file a complaint. Details can be found in the Personalization Terms and Conditions.
PERFUME AND SETS WITH PERFUME
We deliver ORIA perfume in foil-sealed packaging. You can return perfume with intact foil within 14 days under the rules described on this page, and in Poland also using the free Paczkomat® return described below.
Under Article 38(1)(5) of the Polish Consumer Rights Act of 30 May 2014, the right to withdraw from the contract does not apply to perfume whose foil has been removed after delivery, because it cannot be returned for health protection or hygiene reasons. The lack of a right of return does not limit your right to file a complaint.
A set (for example the Nano ORIA set or perfume with a gift sticker) is returned as a whole, together with the products received as gifts. If you do not send back part of a set, including perfume whose foil has been removed, we will refund the price of the set reduced by the value of the missing products stated on the set's page or in its terms. Details can be found in the Store Terms and Conditions (Section VIII).
FREE INPOST PACZKOMAT® RETURN (FOR RETURNS WITHIN POLAND)
After submitting your return, choose “Free InPost return”. You'll see the drop-off code straight away on your return page, and we'll also email it to you.
1. Pack the items as described above. Remove or cover the old label on the carton.
2. At any InPost Paczkomat, choose to send a parcel, enter the code and put the parcel in the locker. There is nothing to print: InPost prepares the label with your order number.
3. If the code expires, you can generate a new one on your return page.
RETURN AT YOUR OWN EXPENSE
If you cannot or do not want to use the free InPost return, or you are returning from outside Poland, choose “I'll send it myself” and send the parcel with any carrier, at your own cost, to the address below. Put a note with your return number inside the parcel and, once it's sent, add the carrier and tracking number on your return page. We do not accept cash-on-delivery parcels. The cost of sending the return is not refunded.
Return address:
LOBOS - ZWROTY
Mieczysława Medweckiego 17
31-870 Kraków, Poland
+48 502 264 158
Customs duties and taxes outside the European Union are not included. Please note that shipping costs, duties and taxes are not refunded by Lobos. You may, however, be able to recover duties and taxes by contacting your local customs authority directly. We do not cover any additional fees charged by local banks or any additional shipping fees incurred on the original shipment.
CANCELLATION
If your order has not been shipped yet, you can cancel it at no extra cost. You will receive a full refund.
Exception: a personalized product cannot be canceled after you have confirmed the letters to be embossed. Until then, you can cancel just the personalization or the whole order.
To cancel your order, request it on the Returns and complaints page, and we will confirm within 24 hours.
REFUNDS
We process returns within 2 business days of their arrival at our warehouse. In peak periods this may take up to 7 business days. As soon as your return is accepted, we will send the refund request to our bank and let you know by email.
The time it takes to receive your refund depends on the payment method:
Credit card: our bank will refund you within 7 business days of confirmation. How long it takes for the funds to reach your account depends on your card issuer.
TPAY: our bank will refund you within 7 business days of confirmation. How long it takes for the funds to reach your account depends on your bank.
PRZELEWY24: our bank will refund you within 7 business days of confirmation. How long it takes for the funds to reach your account depends on your bank.
Cash on delivery: we will refund you by bank transfer to the account you enter on your return page and confirm in our email. You will see the refund in your account within 7 business days of the return being confirmed.
COMPLAINTS
File a complaint on the Returns and complaints page, in the “Complaint” tab: choose the item, describe what happened and add photos. We'll confirm by email. We will reply within 14 days at the latest; if the item needs to come back, we'll send you an InPost code at our cost.
CONTACT
If you have any questions, email us at info@lobosbags.com. You can also request a return, cancel an order or file a complaint at this address or by letter to the return address above: for a return, just tell us that you are withdrawing from the contract and give your order number. We do, however, encourage you to use the form on the Returns and complaints page, as we can then handle your request faster.