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 in the Netherlands, Luxembourg and France). Everyone is doing its best in order to comply with safety rules, to meet the large influx of orders and to deliver the orders to the customers as quickly as possible. However, safety is always at the forefront, which may lead to delays. You will always be able to follow your orders 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. Therefore, we have taken the necessary hygienic measures to prepare your orders. Our employees wear gloves, mouth masks and use disinfectant products when needed.

What are the delivery and return methods?

In Belgium, the Netherlands & Luxembourg: free delivery and return via Bpost/DHL will remain until 11/06/20.
In Belgium there are still many pick-up points active, but the opening hours may have changed. Be sure to check these for your pick-up point.
For the Netherlands we will also activate pick-ups from DHL soon.
Our customers in France can use Mondial Relay and receive a prepaid Mondial Relay label for their return. Mondial Relay has had to discontinue operations since March 17, 2020, but will gradually restart their operations from May 11, depending on the evolution of the situation and the measures taken by the government. We have therefore extended the delivery time for these returns for all online orders between 14 February 2020 and 10 May 2020.

Do you also deliver abroad for free?

All our deliveries both in Belgium and abroad are free of charge until 11 June 2020.

How long does it take to process a return?

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

I bought online between 18 March and 10 May: can I return a garment in a shop?

During that period we placed a free return sticker in all orders. It was also possible to ask for it through the 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 until 11/06/20, but to limit this to exchange for a coupon.
The conditions remain the same : exchange is possible in the country of purchase on the condition that the article is returned in its original state with the corresponding email/order voucher.

I received a Mondial Relay label for the return, but all relay points were closed. What should I do?

For returns you will receive a prepaid label from Mondial Relay. Mondial Relay's services have been (partly) suspended since 17 March 2020, but everything will gradually restart from 11 May, depending on the evolution of the situation and the measures taken by the government. This is why we have extended the period of 14 days for your returns for all online orders between 14 February 2020 and 10 May 2020. Therefore, you have until 11 June to return items you do not like.

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

Your order will still be available in our stores 30 days after reopening. After the deadline of 11 June 2020, we will cancel it and we will automatically refund you the amount you paid.

GIFT CARD AND GIFT VOUCHER

What about gift cards that expired during the lockdown period?

Some gift vouchers expired during the lockdown period. All vouchers that expire between 14 February and 15 May 2020 will be automatically renewed for another 3 months. They are therefore valid until August 15, 2020.

When shopping online, can I also enter my physical gift card number?

It is possible. When entering the payment method you can indicate 'pay with gift card' after that you‘ll be able to enter your card number and the shop credit will be redeemed.

Is the gift voucher we received at the denim promotion still valid?

Yes, this gift certificate has even been renewed and can be used online and in stores until 11/6/20.

What about other vouchers?

All vouchers given in the store between February 14 and the start of lockdown are automatically renewed for 30 days from the day of reopening. They are all valid until 11 June 2020.

What about other offers such as discounts in combination with Libelle, etc?

These will also be extended until 11 June 2020.

LOLALIZA IS THERE FOR YOU!

The LolaLiza team is now more connected than ever. Find us on Facebook, Instagram, Pinterest, LinkedIn, YouTube or add us to WhatsApp for your dose of fashion!

You can contact the customer service for all your questions from Monday to Friday from 9 a.m. to 6 p.m. If you would like to contact us, it is possible via the contact form or via customers@lolaliza.com