Dear customer, in this section you can find the answers to the most frequently asked questions. If you did not find the answer you were looking for?
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While we wish we could, we're unable to edit orders once they are placed. Since we want you to love your Lola & Shaye bag, we do offer returns, just in case! All US returns are subject to a $10 handling fee.
We accept returns on unused products within 30 days of shipment for orders shipped within the US. However, if something went wrong upon arrival or initial use, please let us know at email@example.com.
All US returns are subject to a $10 handling fee. If you are returning items from multiple orders, they must be shipped separately. We do not provide shipping labels for international orders. We do not accept returns or exchanges on final sale items.
To initiate a return or exchange, please log into your account to submit a request. If you haven't set up an account, you can click here to fill out the request form. All you need is your order number and either the shipping zip code, phone number, or email address used at the time of purchase. If you don’t know your order number, you can locate this on your packing slip under “PO Number” or in your order confirmation email.
We process our returns manually, and this can sometimes take a while. We check the returned goods and refund the amount through the same payment method selected initially. In the case of payment on delivery, it will be possible to choose between a credit to be used with the next order or alternatively we will need you to communicate your bank details so that we can reimburse you by bank transfer. If you do not receive your refund three weeks after returning the package, you are welcome to contact us.
General Returns Disclaimer:
All returned products must be unused, undamaged, with all accessories included, and, whenever possible, packaged in the original boxes in order to ensure a full credit. Please understand that we reserve the right to refuse a refund request if a return does not comply with this policy.
Gift cards cannot be returned and cannot be exchanged for cash except where required by law. Coupons, promo codes and other discounts may not be used to purchase gift cards. In the event that a purchase made with a gift card is returned, the original gift card will be credited.
Unfortunately, we are only able to process one payment method per order (excluding Lola & Shaye gift cards).
DELIVERY, SHIPPING AND ADDRESSES
We try to process your order as fast as possible, so there is very little time to change the address. Your best bet is to simply contact us by phone as soon as possible. If you have already received the confirmation email, there is nothing we can do, but in this case don't worry! The day before delivery you will receive an email from the courier where you will have the opportunity to give more instructions on address and delivery.
Unfortunately, we are unable to ship to PO Boxes.
We do, but shipments may experience delays as a result of COVID-19. The length of the delay is dependent on each country's local delivery abilities. Please note that we don't offer free returns for international orders.
Sometimes it can happen that the package has been picked up by a relative or neighbor. If not, please contact us and we will open an investigation with the courier.
At this time, we don’t offer any monogramming or customization for our bags. However, we believe this will be an exceptional service offering to our customers and will be offering both monogramming and customization in a new and exciting sector in the near future.
Our products are made by the most skilled artisans in Florence, Italy, at factories that we’ve spent considerable time getting to know and love. High-end quality is of utmost importance to us, which is why we have chosen to work with factories and suppliers that work with many other luxury designer brands.