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Privacy policy

Privacy Policy

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from lolaluna.com (the "Site").

1. Collection of Personal Data

We collect two types of information:
• Device Information: When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device.
• Order Information: When you make a purchase or attempt to make a purchase through the Site, we collect specific information from you, including your name, billing address, shipping address, email address, and phone number. (Note: Your payment data is processed directly by our secure payment providers and is never stored on our servers).

2. How We Use Your Personal Data

We use the collected data to:
• Process and deliver your orders (including processing payment information, arranging for shipping, and providing invoices).
• Communicate with you (order updates, customer service).
• Send you marketing communications and promotional offers (if you have opted in).
• Screen our orders for potential risk or fraud, and more generally to improve and optimize our Site (analytics of browsing behavior).

3. Sharing Your Personal Data

We share your Personal Data with third parties to help us use your Personal Data, as described above. For example:
• Our shipping and delivery partners (UPS, FedEx, Chronopost, Spring GDS) to deliver your packages.
• Our secure payment processors.
• Google Analytics to help us understand how our customers use the Site.
We may also share your Personal Data to comply with applicable laws and regulations.

4. Do Not Track

Please note that we do not alter our Site's data collection and use practices when we see a Do Not Track signal from your browser, as there is currently no harmonized industry standard.

5. Data Retention

When you place an order through the Site, we will maintain your Order Information for our commercial and accounting records for the legally required duration (including up to 10 years for tax and legal obligations). Data related to your customer account or newsletter subscription is kept as long as your account is active or until you request its deletion.

6. Your Rights (GDPR Compliance)

If you are a European resident, you have the right to access the personal information we hold about you and to ask that your personal information be corrected, updated, limited, or deleted. You also have the right to object to certain data processing (including direct marketing).

7. Minors

The Site is not intended for individuals under the age of 18. We do not knowingly collect personal data from minors.

8. Changes

We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons.

9. Contact Us

For more information about our privacy practices, if you have questions, or if you would like to exercise your rights, please contact our Data Protection Officer:

By email: contact@lolaluna.com
By mail: SARL Elements Précieux, Attn: Data Protection Officer, 21, avenue du Languedoc, 34920 Le Crès, France.

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Unsure about your size? Our designs are crafted with stretchy and adjustable materials to perfectly embrace your curves. If you are between two sizes, we recommend choosing the larger one.

We encourage our customers to contact us if they are unsure about sizing before placing an order or if they have any other questions. 
However, exchanges and/or credits are very acceptable without any problem.

Return Policy

1. Right of Withdrawal

In accordance with current legislation, you have a period of 14 days from the receipt of your order to return a product. If this period has passed, we unfortunately cannot offer you a refund or exchange.

2. Return Conditions (Hygiene)

To be eligible for a return, your item must be unused, unworn, and in the same condition as you received it.

Important Note: Given the nature of our products (lingerie), items returned for hygiene reasons must strictly be in their original packaging, with all labels and protective strips intact. Any item that has been worn, washed, or damaged will not be refunded.

3. Exchanges

We replace items if they are defective, damaged, or if you need a different size. For an exchange, please email us at contact@lolaluna.com  and return your item to the address listed below.

4. Shipping and Return Costs

We do not provide prepaid return labels. You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the original shipping costs of the order will not be included (except in the case of a defective product).

Return address :
Lola Luna sarl
315 Montée du Valadas
Sentier de la rouvine
30133 Les angles
France

Thanks for contacting us. We'll get back to you as soon as possible.

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