Returns & Refunds

1.Return window

You may return an eligible item within 30 days of the date the carrier marks it delivered. Report damaged or defective items as soon as you notice, and within 7 days of delivery where possible, so we can also claim with the carrier.

2.Condition of returned items

For change-of-mind returns, items must be unused, in their original condition, with all packaging, tags, and accessories. Items that show wear, are missing parts, or have been assembled beyond what is needed to inspect them may be refused or refunded in part. This condition does not apply to items returned for a defect.

3.How to start a return

1. Email [email protected] or use the contact form with your order number, the item, and the reason. For damage or defects, attach a photo.
2. Within one business day we reply with a return authorization and the return address. For most damage and defect cases we will offer a replacement or refund without a return.
3. Pack the item securely, include the order number inside the box, and ship it with a tracked service. Keep the receipt until your refund is issued.

4.Defective, damaged, or incorrect items

If an item arrives damaged, does not work, or is not what you ordered, the cost is ours. Tell us within the return window and we will send a replacement or refund the full amount you paid for that item, including any shipping charge. Where a return is needed, we provide a prepaid label. Refunds are not reduced for return shipping in these cases.

5.Change-of-mind returns

If you return an item for any other reason, including wrong size, colour, or ordering by mistake, you pay the cost of shipping it back. The item price is refunded in full once received in original condition. We do not charge restocking fees.

6.Refund timing and method

Refunds are issued to the original payment method within 5 business days after we receive and check the return, or immediately on approval when no return is needed. Banks and card issuers usually take a further 5 to 10 business days to post the credit; we cannot speed that part up, but we can send you the refund reference.

Any store credit used on the order is returned to your Laonio account as store credit. Rewards earned on a refunded order are reversed.

7.Exchanges

We don’t hold exchanges. The fastest route is a return for refund and a new order for the item you want, which ships immediately rather than waiting for the return to arrive.

8.Cancellations

Contact us as soon as possible if you want to cancel. Orders that have not shipped are cancelled and refunded in full. Once an order has shipped, it becomes a return under this policy.

9.Group orders

A group order that does not reach its required number of participants within its time window is cancelled and refunded in full, automatically, to each participant’s original payment method. You will receive an email confirming the refund. Once a group has filled and shipped, the normal return rules above apply.

10.Items that can't be returned

For hygiene and safety reasons we cannot accept change-of-mind returns on personal care items once opened, on earrings, or on items marked final sale on the product page. These items are still covered if they arrive damaged or defective.

11.A note on chargebacks

If something has gone wrong, please contact us before disputing a charge with your bank. We resolve almost every issue within a business day, and a resolved dispute takes your bank far longer than a refund from us.