Important updates and FAQ.
Temporary closure of our stores
Dear client, Due to the latest decisions made by the National Safety Council, our stores were closed. The infamous Corona crisis that affects us all calls for unseen and decisive action. Our hearts still overflow with love for fashion, but the health of our customers and LolaLiza employees, means so much more to us. However, if you don't want your shopping habits to suffer from this virus, we have a glimmer of hope for all shopaholics among us with our e-shop. On top of that, you can enjoy FREE HOME DELIVERY and RETURNS for all orders placed on our e-shop which remains open 24/7. Let's stand together and remain positive. Let's stay far away from each other but also closer than ever thanks to digital technology. Hopefully we'll meet again soon in good health and in a world full of fashion and fun. Only this way we can limit the spread of the Coronavirus. Take good care of yourself and each other! Stay safe, stay home!
ONLINE ORDERS BEFORE CLOSURE
What about my online order that has already been delivered to the LolaLiza store but that I hadn't been able to pick up yet? How do I still get to my order?
Your order will be delivered to your home address free of charge. Our customer service staff will contact you about this. We need your correct home address to be able to ship these orders. You can always contact us yourself via our contact form, make sure you give us your order number and correct address, so we can help you as quickly as possible.
Can I have an order, which I had delivered to my work address, delivered to my home address?
Contact us via our contact form and give us your order number. Our customer service will contact you as soon as possible with a solution.
If I had placed an online order just before the stores closed, will there be a delay in delivery?
Due to additional hygiene measures, and the availability of the delivery services, some delays will be impossible to avoid. However, we do everything we can to ensure that deliveries run as smoothly as possible. We put safety above speed, for your well-being and the well-being of our employees.
Are online orders still being delivered?
Our couriers (Bpost for Belgium, Colissimo for France and PostNL for the Netherlands) are still active and guarantee safe delivery at home. Given the current situation, delivery may take a few days longer than usual. In Belgium there are also many pick-up points still active, but with modified opening hours. Be sure to check the opening hours of your pick-up point. Because delivery in store is not possible due to the current situation, all online orders will be delivered to your home free of charge. For France, deliveries via Mondial relay are unfortunately impossible for the moment.
How long will it take for my order to be delivered?
We do everything we can to get your package to you as soon as possible, but of course we also depend on the post. Please keep in mind that given the situation the delivery may take a few days longer than normal. In Belgium there are also many pick-up points still active, but with modified opening hours. Be sure to check the opening hours of your pick-up point. Mondial relay shipments can unfortunately not be insured for the moment.
Do you also deliver abroad for free?
All our deliveries both at home and abroad are free until the end of the official lockdown period.
RETURNS / EXCHANGES
I bought an article in a store just before the stores closed but I want to return or exchange it. Is this possible?
This is not possible for the moment, but once the stores are open again, this will be made possible again. We have extended the return period for you by 30 days from the day the stores open again. This is valid for purchases made in shops since 14/02/2020. The conditions remain the same : exchange is possible in the country of purchase on the condition that the item is returned in its original condition with the corresponding receipt/E-ticket and label. Not valid for items purchased at a discount due to quality problems/damage.
How can I return my online order now that the shops are closed?
Because you can no longer return for free in our stores, we offer you, for all online orders that have already been placed, the possibility to contact us via our online contact form and ask for a free return sticker. Be sure to give us your order number and we will do the necessary. For all new online orders you will in any case receive a free return sticker. All post offices are open, so your return will certainly come back to us.
Will the return period be extended?
Yes, we will extend the return period by 30 days from the day the stores open again, for all purchases made in stores since 14/02/2020.
GIFT CARDS and GIFT CONDITIONS
What about gift cards that expire during this period?
Our current gift cards have a validity period of 2 years. So these cards will still be valid for a long time for you to shop all our favourites! However, if you have one of our previous cards with a validity period of 1 year, they can be extended by 3 months. You can extend the validity of your gift card by contacting our customer service department using the contact form and giving the number of the barcode on your card. Please also mention the expiry date and we will take the necessary steps to extend your card by three months.
Can I also enter my gift card number after online shopping?
Yes, you can. In the payment method you simply indicate 'pay with gift card' after which you can enter your card number. The shopping credit will be automatically redeemed.
Will the gift card we received at the denim promotion now remain valid?
Yes, you can redeem this voucher on our website www.lolaliza.com until the expected end date..
Will the LolaLiza & ME offers be renewed?
Yes, all these offers are also valid on our website and we are going to renew all these offers for an additional month for you.
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. To this end, we have taken the necessary hygienic measures to prepare your orders. Our employees wear gloves and use disinfectant products when needed.
Is the spring collection coming out on the planned date?
We do everything we can to keep providing you with the latest trends, this time right up to your front door ;) Keep an eye on our website and social media for all the latest arrivals.
Will you stay active on social media?
Will customer service remain available?