FAQ COVID-19

Dear customer,
First of all we want to Thank you!
Thank you for your support during this difficult time.
Thank you for your passion for shopping.
Thank you for your trust and loyalty.

We’ve missed you, again! We’re very happy to welcome you back in our stores. Of course we’re doing everything we can to make your shopping experience as enjoyable and safe as possible. Below you'll find the answers to the most frequently asked questions about the reopening and our safety measures.

If you have any other questions, please contact our customer service.

Welcome back to our stores!
Happy shopping !


SAFETY MEASURES IN OUR STORES

When will our stores reopen?

We've reopened all our stores and we've put a lot of safety measures in place to ensure your safety.

What safety measures do you implement in the stores?

We are very happy to welcome you back to our stores. Together we can make and keep this shopping experience safe!

  • What we do for you:
  • - All our employees wear face masks and disinfect their hands regularly
  • - We disinfect everything frequently: the payment terminals, the checkout, the store surfaces, fitting rooms and even coat racks after the clothes are tried on
  • - All clothing items that are tried on, will be hanging in a quarantine zone for a while
  • -You will receive your receipts digitally

  • What can you do for us?
  • -Wear a face mask anytime, anywhere
  • -Shop alone and limit your shopping time to 30 min.
  • -Keep a minimum distance of 1.5 meters from other fashionistas
  • -Disinfect your hands - there are hand gels in the store
  • -Pay electronically and prepare your loyalty card or gift card with the barcode facing up


Be sure to check our store locator to know the opening hours of your favorite shop.



DELIVERIES & RETURNS IN OUR STORES

Can I order online again and have this order delivered to the store?

From November 27th you can order online again and have it delivered to our stores free of charge.

I bought a garment in a store just before the stores closed, but I want to return or exchange it.
Is this possible?

We have extended the return period with 30 days as from the day the stores open again. This applies to all in-store purchases from 15/10/2020 to 04/12/2020. The conditions remain the same: exchange is possible in the country of purchase, on condition that the article is returned in its original state with the corresponding receipt/E-ticket and label. Not valid for items purchased with a discount due to quality problems/damage.

I placed an online order with the option to deliver to the store before the lockdown.
still pick it up now that the stores are reopening?

Your order will still be available in our stores 30 days after reopening, if no other appointment has been made with customer service.
After the deadline of December 31st, we will cancel it and we will automatically refund you the amount paid.

Can I buy items without trying them on and then return them to the store?

You can buy items in our stores without trying them on and then return them if they are not suitable. The return period is 30 days. The returned clothing items will be quarantined for a while and will be steamed before it returns in the store.



ONLINE ORDERS, DELIVERIES & RETURNS

How long does it take for my order to be delivered?

Expect longer delivery times than normal (3 to 5 days in Belgium, 5 to 7 days in the Netherlands). We will do our best to get your packages to you as soon as possible. Safety is always our main concern. However, due to the large influx of orders and because we want to comply with safety measures, there may be a delay in delivery. You will always be able to follow your parcel by email, and will be informed as soon as it arrives at the store, pick-up point or at our courier.

What measures do you take when packing my order?

We take all safety measures in our warehouse in order to continue to provide you with a quality service. We apply the necessary hygienic measures during the preparation of your orders: our employees wear gloves, face masks and use disinfecting products when necessary.

What are the delivery and return methods?

Orders can be returned free of charge via the Bpost return slip that you will find inside your parcel.

Do you also deliver abroad for free?

All our deliveries, both at home and abroad, are free of charge.

How long does it take to process a return shipment?

Under normal circumstances, a return is processed in about 10 days. Due to the corona measures and the increasing number of parcels that our couriers have to process, this takes more time.
As soon as we have received your return, you will receive a message via email.

I bought online between November 4th and November 30th : can I return a clothing item in a store?

During that period, we provided a free return sticker with all orders. It was also possible to request it through our customer service. We understand that for some people this was not an ideal solution after all. That's why we decided to extend the return period on top of the normal 30 days and this until 31/12/20. Please be aware that during this period you will receive an exchange voucher instead.
The conditions remain the same: exchange is possible in the country of purchase, on condition that the article is returned in its original state with the corresponding email/order form.

I placed an online order before the lockdown. Can I pick it up at the store?

Your order will still be available in our stores 30 days after reopening.
After the deadline of December 31st, we will cancel the order and we will automatically refund you the amount paid.



GIFT CARDS and GIFT CONDITIONS

What about gift cards that expired during the lockdown period?

Some gift cards have expired during the lockdown period. All gift cards that expired between 15 October and 30 November will be renewed automatically. They are valid until 31 January 2021.

Can I also enter a gift card when shopping online?

Yes, this is possible. In the payment method you simply indicate 'pay with gift card' after which you enter your card number and the shopping credit will be redeemed.

What about other vouchers?

All vouchers issued in the store between October 15 and the start of lockdown are automatically renewed. They are all valid until 31 January 2021.


LolaLiza IS HERE FOR YOU!
The LolaLiza team is now more connected to you than ever. Find us on Facebook, Instagram, Pinterest, LinkedIn, YouTube or add us to your WhatsApp for your dose of fashion!
Our customer service is available for all your questions from Monday to Friday from 9 am to 6 pm.
If you would like to contact us, please use the contact form or via customers@lolaliza.com