Customer care

Returns and complaints

You have 14 days from receiving your parcel to withdraw from the contract without giving a reason. Returns within Poland are free: you send the parcel from an InPost Paczkomat, with no label to print.

Withdraw from the contract here Return within 14 days Report a defect Defect or damage — 2 years

How it works

  1. Submit the return

    Enter your order number and email — or pick the order in your account — choose the items and confirm. It takes about 2 minutes.

  2. Send the parcel

    Right after confirming, choose: a free InPost return — the drop-off code appears on screen, no label printing — or send it yourself with any carrier.

  3. Get your money back

    We usually issue the refund within 2 business days of receiving the parcel, to the original payment method.

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The controller of the data you enter in this form is Lobos Energy sp. z o.o., ul. Mieczysława Medweckiego 17, 31-870 Kraków, Poland. We process the data (order number, email, full name, phone number for a free InPost return, tracking number if you send the parcel yourself, bank account for cash-on-delivery orders, description and photos for complaints) to handle your return or complaint and process the refund (Art. 6(1)(b), (c) and (f) GDPR). Recipients: InPost, the payment operator and providers of our shop and customer-service systems (Shopify, BaseLinker, Google, n8n, Responso). We keep the data for the limitation period for claims and tax obligations. You have the right to access, rectify and erase your data, to restrict its processing, to object, and to lodge a complaint with the President of the Polish Data Protection Office (UODO). More in our privacy policy.

Refunds

  • Card, BLIK, online transfer: the money goes back where it came from. No bank details needed.
  • Cash on delivery: after submitting you enter your bank account and confirm it by email — the refund comes by bank transfer.
  • We refund the amount paid for the items (after discounts) and, if you return the whole order, the delivery cost too, up to the cheapest standard option.
  • We refund within 14 days of your request at the latest, once we receive the parcel or proof that it was sent.

Items that cannot be returned

Personalised items, e.g. with gold initials, are made especially for you, so they cannot be returned (Article 38(1)(3) of the Polish Consumer Rights Act). This applies to the whole personalised item — you can return the other items in the order. Personalised items are still covered by complaints.

ORIA perfume is delivered in a cellophane-wrapped box. Perfume whose cellophane wrap has been removed after delivery cannot be returned, for health protection and hygiene reasons (Article 38(1)(5) of the Polish Consumer Rights Act). Perfume with its wrap intact can be returned as usual. A defect is a complaint, not a return, and is always covered.

Made-to-order bags without personalisation can be returned as usual.

Sets and gifts

A set (e.g. the Nano ORIA set, or perfume with a sticker as a gift) is returned in full, together with any items you received as gifts. If you don't send back part of the set, or send back the perfume without its cellophane wrap, we'll refund the set price minus the value of those items given on the set's product page or in its terms.

Complaints

We are liable for any lack of conformity of the goods for 2 years from delivery. Report it with the form (you can add photos) or by email. We'll reply within 14 days at the latest; if the item needs to come back, we'll send you an InPost code — at our cost.

How to pack your parcel

Ideally pack the bag in the box and dust bag it arrived in — they protect the leather in transit. Pack the perfume in its original box, still in its cellophane wrap, and pad it so it doesn't move around. Send a set back in full, together with any gifts.

If the parcel doesn't fit the locker, email us and we'll prepare a code for a larger one.

Returns from outside Poland

You send the parcel at your own cost, with any carrier, to: LOBOS – ZWROTY, ul. Mieczysława Medweckiego 17, 31-870 Kraków, Poland. Use the same form to submit your request. We don't accept cash-on-delivery parcels.

For returns from outside the European Union, we don't refund import duties and taxes charged in your country; you may be able to reclaim them from your local customs office.

Other ways to withdraw

Instead of the form, you can email info@lobosbags.com or send a letter to the address above. Just say that you are withdrawing from the contract and give your order number — no template needed.

If you buy as a sole trader and the purchase is not of a professional nature for your business, you have the same rights as a consumer.

Questions

I don't have my order number

It's in your order confirmation email. If you have an account in our shop, log in and pick the order from the list. You can also email info@lobosbags.com — we'll find the order by your email address.

My order hasn't shipped yet

You can withdraw before shipping too, with the same form. We'll cancel the order and refund you within 14 days at the latest.

Do I have to give a reason?

No. You can share it after submitting — it helps us design better bags.

When will I get my money back?

We usually issue the refund within 2 business days of receiving the parcel. Posting time depends on your bank — usually a few business days.

The bag shows signs of use

You can inspect it and try it on as you would in a boutique. If it shows signs of use beyond that, we may reduce the refund by the loss in value — we'll always contact you first.

I'd like a different colour or size

The easiest way is to return the item and place a new order. If you want to be sure the model you want is available, email us before returning.

Can I return the perfume?

Yes, if the cellophane wrap is intact — you confirm this next to the perfume in the form. The return works the same way as for bags. Perfume whose wrap has been removed can't be returned; if it's defective, file a complaint.

My personalised item is defective

File a complaint — personalised items are covered too.

How can I track my return?

You'll find your request, the InPost code and the return address on this page: enter your order number and email, or log in to your account. You can also track the parcel in the InPost app. We'll email you when we confirm your request, receive the parcel and issue the refund.

Questions? info@lobosbags.com