OUR
1. General Information
These Shipping and Return Terms apply to all orders placed via our online store https://loty-hd.com, operated by:
LOTY
Plöck 71
69117 Heidelberg
Germany
Email: hi@loty-hd.com
Phone: +49 1726223783
2. Shipping
2.1 Shipping Destinations
We currently ship within Germany and selected EU countries. If you order outside of the EU, please contact us via email or phone.
2.2 Shipping Costs
Shipping costs are displayed during checkout and depend on destination and shipping method.
2.3 Order Processing & Delivery Times
One your order is placed, we will process it in 1-3 business days and then ship it.
Within Germany: approx. 2–5 business days
Within the EU: approx. 5–10 business days
Once your order is shipped, you will receive a confirmation email with a tracking number (if available).
2.4 Carriers
Shipping is usually carried out via DHL, Deutsche Post, or comparable providers.
3. Returns & Cancellation
3.1 Return Period
You may return items within 14 days of receiving your order.
After this period, returns cannot be accepted.
3.2 Condition of Returned Items
Refunds are only issued if the items are in perfect, unworn, and undamaged condition, including original packaging and tags.
Items showing signs of use, stains, odors, damage, or removed tags are excluded from returns and refunds.
3.3 Refunds
Once we receive and inspect the returned items, the purchase amount (minus applicable shipping fees) will be refunded via the original payment method.
Refund processing may take up to 14 days from receipt of the return.
3.4 Return Shipping Costs
Return shipping costs are borne by the customer unless the item is defective or incorrectly delivered.
4. Exclusions from Returns or Exchanges
The following items are excluded from returns, unless defective:
Personalized or custom-made products
Hygiene items (e.g., jewelry, underwear, cosmetics)
Sale items, unless defective
5. How to Return Items
Contact us within 14 days of receiving your order at hi@loty-hd.com, including your order number and reason for return.
You will receive our return address and instructions.
Safely package the item and send it to the provided address.
After inspection, we will confirm acceptance or rejection of the return.
6. Damaged or Defective Items
If you receive a damaged or incorrect item, please contact us immediately at hi@loty-hd.com with photos of the issue.
We will arrange a replacement or refund according to statutory warranty rights (§§ 434 ff. BGB).
7. Refund Processing Time
Once your return is approved, the refund will be issued within up to 14 business days to your original payment method.
You will be notified by email once the refund has been processed.
8. Contact
For any questions regarding shipping or returns, contact us at:
📧 hi@loty-hd.com
📍 LOTY, Plöck 71, 69117 Heidelberg, Germany
Last Updated: 22.10.2025