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?
Contact us by filling out the form .
PRODUCTS COVERED BY THIS LIMITED WARRANTY:
This limited warranty extends to products manufactured by Lola & Shaye purchased directly from Lola & Shaye or an authorized retailer. A list of authorized retailers can be requested by emailing the address at the end of this warranty. This warranty does not cover product if used in a manner incompatible with the intended design, or if the care instructions provided on www.lolaandshaye.com are not followed.
LIMITED WARRANTY AND RESPONSIBILITIES:
Lola & Shaye warrants the products sold to to the customer against the defects in material and workmanship set forth below (“Defects”) for a period of one year from the date of purchase. If applicable law requires a warranty period longer than set out in this section, the warranty will be extended for such time period and to the extent required by law.
WHO THIS WARRANTY EXTENDS TO:
This limited warranty extends to the original purchaser of any product or, in the case of a gift, the original recipient of the product. The “original purchaser,” for the purposes of this warranty, is the first purchaser of the product from Lola & Shaye or an authorized retailer. The “original recipient”, for purposes of this warranty, is the first recipient of the product purchased as a gift from Lola & Shaye or an authorized retailer. All Lola & Shaye warranties, including any implied warranties, are valid only for the period of time the products are owned by the original purchaser/recipient. A copy of the purchase receipt is required to determine warranty applicability. Lola & Shaye limited warranties are not transferable and not applicable to use of the products for commercial purposes.
WHAT THIS LIMITED WARRANTY COVERS:
This limited warranty applies to the following defects that render the product non-functional:
Handles that are ripped or torn, and are no longer usable
Zippers that can no longer be opened or closed
Fabric tears that render the product non-functional
This limited warranty does not cover the following:
“Cosmetic Damage” which is defined as pilling, catches in the fabric, stains, color changes, normal wear and tear, or other non-functional changes in the appearance of the product that occur during normal handling and use of products by any party, and which do not impair the functionality of the product.
Changes in fabric that are inherent in the normal use of the products, such as the softening of leather or catches in neoprene.
Chipping of metal or painted elements in or on the products.
Replacement of any non-defective pieces in the product or set of products purchased (for example, if a product purchased contains multiple components or pieces, such as a key leash, and only one component is defective, only the defective component will be replaced).
Any products (whether manufactured by Lola & Shaye or not) sold by resellers who are not authorized retailers.
Products sold “sample sale”, “warehouse sale”, or any other similar wording indicating that the products are not of “first quality”, or have previously been purchased or used by another consumer.
Products or components that are lost or stolen.
In the event of a Defect, Lola & Shaye’s sole and exclusive liability and the customer’s sole remedy under this limited warranty will be, at Lola & Shaye’s option, to provide replacement products, subject to the fulfillment of “Your Responsibilities” below. Replacement products may be provided in a color different from the products originally purchased. For limited edition, discontinued or out-of-stock products covered under the limited warranty, Lola & Shaye guarantees only replacement of a product with equal or greater retail value and does not guarantee replacement of the same limited edition, discontinued or out-of-stock item.
In the event of a Defect and in order to get the benefit of this limited warranty, you must return your product to Lola & Shaye and provide proof of the original date of purchase. Evidence of a Defect and any claims must be sent to the email address set forth at the end of this limited warranty. Lola & Shaye will replace (as applicable) and ship your new product to you after receiving your original product. You will not be responsible for any shipping costs associated with shipping replaced products. If the product is shipped internationally, you will be responsible for applicable customs and duties.
Replaced products are subject to the same limited warranty as the original products for the remaining duration of the original warranty only.
Lola & Shaye, LLC
2400 Old Milton Parkway, #64, Alpharetta, GA 30009
Updated as of June 1, 2022
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.