Refund policy

Return and Refund Policy

At Locena, every order is handled with care and fulfilled through our print-on-demand production partners. We want you to be happy with your purchase. If something is wrong with your order, please contact us and we will do our best to make it right.

30-Day Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, the item must be in the same condition that you received it: unworn, unused, unwashed, with tags if applicable, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, please contact us at support@locena.com with your order number, the email address used for the order, and the reason for your return request.

Please do not send items back without contacting us first. Returns sent without prior approval will not be accepted. If your return is approved, we will provide instructions on how and where to send your package. The return address may vary depending on the order and fulfillment process.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If your item is defective, damaged, misprinted, or if you received the wrong item, contact us as soon as possible at support@locena.com.

To help us review the issue quickly, please include:

  • Your order number
  • A short description of the issue
  • Clear photos of the product, print issue, damage, wrong size, or wrong item received
  • A photo of the packaging if the package arrived damaged

If the issue is approved, we may offer a replacement, refund, or another suitable solution depending on the situation.

Print-on-Demand and Custom Products

Locena products are made using a print-on-demand fulfillment process. Because items are produced after an order is placed, we cannot accept returns or exchanges for reasons such as:

  • Ordering the wrong size
  • Choosing the wrong color
  • Entering the wrong shipping address
  • Changing your mind after production has started

Personalized, customized, final sale items, and gift cards are not eligible for return or refund unless they arrive defective, damaged, misprinted, or incorrect.

Exchanges

We do not offer direct exchanges at this time.

If you need a different size, color, or design, the fastest option is to place a new order for the item you want. Please review the size guide carefully before placing your order.

Return Shipping

If your return is approved because the item is defective, damaged, misprinted, or incorrect, we will provide instructions for the next steps and may provide a return shipping label when required.

For approved returns that are not related to a product defect or fulfillment error, the customer may be responsible for return shipping costs. Original shipping charges are non-refundable unless the issue was caused by our error or a fulfillment issue.

Refunds

We will notify you once we have received and inspected your return, or once your issue has been reviewed. We will let you know whether the refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days. Please remember that it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at support@locena.com.

Order Issues and Support

For any return, refund, replacement, or order issue, you can contact us at:

Locena
Operated by Pixora Studio LLC
Email: support@locena.com