1-Year Limited Warranty30-day Returns on Eligible Standard Items
1-Year Limited Warranty30-day Returns on Eligible Standard Items1-Year Limited Warranty30-day Returns on Eligible Standard Items1-Year Limited Warranty30-day Returns on Eligible Standard Items1-Year Limited Warranty30-day Returns on Eligible Standard Items1-Year Limited Warranty30-day Returns on Eligible Standard Items1-Year Limited Warranty30-day Returns on Eligible Standard Items

Refund policy

RETURNS & REFUNDS POLICY

Last Updated: September 28, 2026

We want you to feel confident when shopping with MUY LOTTA.

Because our collections include both standard products and limited, numbered, or personalized pieces, return eligibility may vary depending on the type of product purchased.

Please review the policy below carefully before placing your order.

Nothing in this policy limits any consumer rights or remedies that cannot lawfully be excluded under applicable law.

1. STANDARD PRODUCTS — 30-DAY RETURN POLICY

For eligible standard MUY LOTTA products, you may request a return within 30 days of receiving your order.

To be eligible for a return, the item must:

  • Be unused and unworn;
  • Be in its original condition;
  • Be free from stains, odors, scratches, damage, or signs of use;
  • Include all original packaging;
  • Include all original tags;
  • Include the original dust bag, accessories, straps, hardware, and other components supplied with the product; and
  • Meet the return conditions described in this policy.

Products that have been used, worn, altered, damaged, washed, repaired, or otherwise changed after delivery may not be accepted for return.

MUY LOTTA reserves the right to decline a return or issue only a partial refund where an item does not meet the applicable return conditions.

2. BECOMING — LIMITED, NUMBERED & PERSONAL PRODUCTS

The Becoming collection is different from our standard product offering.

Becoming pieces may be:

  • Produced in limited quantities;
  • Assigned an individual edition number;
  • Made or prepared specifically after an order is confirmed;
  • Personalized or customized for an individual customer; and/or
  • Engraved with customer-selected letters, numbers, initials, names, dates, or other personal details.

Because of the limited and personal nature of these products, Becoming products are not eligible for return or exchange due to change of mind, personal preference, styling preference, color preference, size preference, or dissatisfaction with customization choices.

This includes, where applicable:

  • Numbered Becoming editions;
  • Limited-edition Becoming products;
  • Made-to-order Becoming products;
  • Personalized Becoming products;
  • Engraved products;
  • Products made using customer-selected personalization options; and
  • Any product materially prepared or modified specifically for an individual customer.

For example, a Becoming product cannot normally be returned simply because the customer:

  • Changes their mind after receiving the item;
  • Decides they prefer another color;
  • No longer wants the selected engraving;
  • Prefers another style;
  • Does not like the selected initials, name, letters, numbers, or date;
  • Decides the product does not suit their wardrobe or personal taste; or
  • No longer wishes to keep the product for another non-product-related reason.

This restriction applies because production, edition allocation, numbering, and personalization may begin after the order is confirmed.

Quality issues are still covered

The Becoming return restriction does not apply where the product is incorrect, defective, damaged, materially different from its description, or otherwise subject to mandatory consumer rights.

If your Becoming item arrives with a qualifying issue, please contact us within 7 days of delivery at:

support@muylotta.com

Please include your order number and clear photos showing the issue.

We will review the case and provide an appropriate resolution in accordance with this policy and applicable law.

3. PERSONALIZED & CUSTOMIZED PRODUCTS

Unless otherwise required by applicable law, customized and personalized products are not eligible for return or refund due to:

  • Change of mind;
  • Personal preference;
  • Incorrect personalization information supplied by the customer;
  • Customer-selected engraving;
  • Customer-selected initials;
  • Customer-selected letters or numbers;
  • Customer-selected dates;
  • Customer-selected placement of personalization; or
  • Other customization choices made by the customer.

Customers are responsible for checking all personalization information carefully before submitting an order.

Once a customized or personalized order has entered production, we may not be able to modify, cancel, or replace the selected personalization.

If MUY LOTTA makes an error in the personalization, or if the product arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

4. ITEMS NOT ELIGIBLE FOR RETURN

Unless otherwise required by applicable law, the following items are not eligible for return or refund:

  • Final sale items;
  • Gift cards;
  • Customized products;
  • Personalized products;
  • Engraved products;
  • Becoming limited-edition or numbered products;
  • Made-to-order products;
  • Products altered at the customer's request; and
  • Products otherwise clearly identified as non-returnable before purchase.

This exclusion does not apply where an item is incorrect, defective, damaged, materially different from its description, or where applicable law requires another remedy.

5. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If you receive an item that is:

  • Damaged during delivery;
  • Defective;
  • Incorrect;
  • Missing an essential component;
  • Incorrectly personalized by MUY LOTTA; or
  • Materially different from the product ordered,

please contact us within 7 days of delivery.

Email:

support@muylotta.com

Please provide:

  1. Your order number;
  2. A brief description of the issue;
  3. Clear photographs of the affected area;
  4. Photographs of the packaging where relevant; and
  5. A short video where the issue involves a zipper, closure, strap, hardware, or other functional component.

Once the issue has been reviewed and confirmed, we will provide an appropriate resolution.

Depending on the circumstances, this may include:

  • Repair;
  • Replacement;
  • Replacement component;
  • Exchange;
  • Partial refund; or
  • Full refund.

The appropriate solution will depend on the nature of the issue, product availability, applicable law, and the circumstances of the order.

6. NATURAL LEATHER & HANDCRAFTED VARIATIONS

Some MUY LOTTA products are made using genuine leather, suede, or other natural materials and may involve handcrafted production.

Natural materials may show variations in:

  • Grain;
  • Texture;
  • Color tone;
  • Surface markings;
  • Softness;
  • Veining;
  • Creasing; and
  • Other natural characteristics.

Handcrafted products may also contain minor variations in stitching, shape, structure, finish, or construction.

These characteristics are part of the natural material or handcrafted process and are not automatically considered defects.

Reasonable variations in natural leather or handcrafted construction do not normally qualify as grounds for a defective-product claim.

However, this does not affect your rights if the product contains an actual manufacturing defect or is materially different from its description.

7. HOW TO START A RETURN

For eligible standard products, please contact us before sending any item back.

Email:

support@muylotta.com

Please include:

  • Your order number;
  • The item you wish to return; and
  • The reason for the return.

Once your return request has been reviewed and approved, we will provide:

  • Return authorization;
  • The applicable return address; and
  • Return instructions.

Please do not send products back without prior authorization.

Unauthorized returns may be refused or may experience significant processing delays.

U.S. Return Center Address

For approved returns directed to our U.S. return facility, the receiving address is:

Recipient: OC Return Center (303717)
Street Address: 18 Distribution Blvd
City: Edison
State: New Jersey (NJ)
ZIP Code: 08817
Country: United States
Return Center Phone: +1 (855) 437-7467
Return Center Email: ReturnUS.fulfillment@orangeconnex.com

Important Return Instructions

Please contact MUY LOTTA Customer Care at support@muylotta.com and obtain return authorization before shipping an item.

Follow the return address and instructions provided in your approval confirmation. Do not ship items to this facility without prior authorization.

Please include the recipient name and reference number (303717) exactly as shown to help the return center identify your shipment.

This is a third-party return receiving facility, not MUY LOTTA's registered business address or customer service office.

For questions regarding return eligibility, refunds, exchanges, or order assistance, please contact support@muylotta.com rather than the return center.

8. RETURN SHIPPING

For eligible standard returns resulting from:

  • Change of mind;
  • Personal preference;
  • Styling preference;
  • Color preference; or
  • Other non-product-related reasons,

the customer is responsible for return shipping costs unless otherwise required by applicable law.

We strongly recommend using a trackable shipping method.

MUY LOTTA is not responsible for return packages that are lost, misdirected, or damaged while being returned by the customer or the customer's selected carrier.

If the return is caused by a confirmed MUY LOTTA error, defective product, damaged product, or incorrect item, we will provide an appropriate return solution based on the circumstances.

9. RETURN CONDITION INSPECTION

All returned products are inspected after they are received.

We will check whether the returned product complies with this policy.

Items may not qualify for a full refund if they are returned:

  • Used;
  • Worn;
  • Damaged;
  • Scratched;
  • Stained;
  • Altered;
  • Missing packaging;
  • Missing tags;
  • Missing the dust bag;
  • Missing accessories;
  • Missing straps or hardware;
  • With odors;
  • In a condition different from the condition in which they were delivered; or
  • Otherwise outside the requirements of this policy.

Where appropriate and permitted by law, MUY LOTTA may:

  • Decline the return; or
  • Issue a partial refund reflecting the condition of the returned item.

10. REFUNDS

Once an eligible returned item has been received and inspected, we will notify you regarding the outcome of the return review.

If the refund is approved, the refund will generally be issued to the original payment method used for the purchase.

For approved returns that meet this policy, MUY LOTTA will process and issue the refund within 5 business days after our return center receives the returned item.

Processing times vary depending on your:

  • Bank;
  • Credit card issuer;
  • Payment service provider; and
  • Payment method.

After we issue the refund, additional processing time may be required before the funds appear in your account.

11. ORIGINAL SHIPPING FEES

Original shipping charges, if any, are generally non-refundable for returns resulting from:

  • Change of mind;
  • Personal preference;
  • Styling preference; or
  • Other reasons unrelated to a MUY LOTTA error or product defect.

If the return is the result of:

  • An incorrect item;
  • A confirmed defect;
  • A damaged product; or
  • Another error attributable to MUY LOTTA,

applicable shipping charges may be refunded or otherwise addressed as part of the resolution.

12. EXCHANGES

Exchange eligibility generally follows the same conditions as return eligibility.

Standard eligible products may be considered for exchange where inventory is available.

However, customized, personalized, numbered, limited-edition, or Becoming products are generally not eligible for exchange due to personal preference or change of mind.

If a Becoming or personalized product is defective, damaged, or incorrectly supplied, please contact us so that we can determine the appropriate resolution.

13. ORDER CHANGES & CANCELLATIONS

Please review your order carefully before submitting it.

If you need to request a change or cancellation, please contact us as soon as possible.

For standard products, we may be able to accommodate a request if fulfillment has not begun.

For Becoming, customized, personalized, numbered, or made-to-order products, production or edition allocation may begin shortly after order confirmation.

Once production, personalization, engraving, numbering, or edition allocation has begun, the order may no longer be eligible for cancellation or modification.

Submitting a cancellation request does not guarantee that the order can be cancelled.

14. CUSTOMER PERSONALIZATION ERRORS

Customers are responsible for reviewing all personalization information before placing an order.

This includes:

  • Names;
  • Initials;
  • Letters;
  • Numbers;
  • Dates;
  • Spelling;
  • Capitalization; and
  • Selected personalization location.

If the personalization was produced exactly according to the information submitted by the customer, the product will not normally be considered defective because the customer later wishes to change that information.

If MUY LOTTA produces personalization that does not match the confirmed order information, please contact us within 7 days of delivery.

15. REFUND DELAYS

If we have confirmed that your refund has been issued but you have not yet received it, please allow additional processing time.

You may also wish to contact:

  • Your bank;
  • Your credit card issuer; or
  • Your payment provider.

Financial institutions may require additional business days to complete refund processing.

16. RIGHTS UNDER APPLICABLE LAW

Nothing in this Returns & Refunds Policy is intended to limit, exclude, or waive any consumer right, warranty, guarantee, remedy, or legal protection that cannot lawfully be limited or excluded.

Where applicable law provides greater protection than this policy, the applicable legal requirement will govern.

17. CONTACT US

For questions regarding:

  • Returns;
  • Refunds;
  • Exchanges;
  • Damaged items;
  • Incorrect items;
  • Defective products;
  • Becoming orders;
  • Personalization;
  • Order changes; or
  • Other post-purchase matters,

please contact:

MUY LOTTA Customer Care
Email: support@muylotta.com

When contacting us about an existing order, please include your order number whenever possible.