FAQ

ACCOUNT

• Can i place an order without creating an account?

Yes, it is possible to check out as a guest. However, if you do decide to create an account, you get the opportunity to save shipping and billing addresses in the address book, you will be able to view your order history and you can find tracking numbers for current orders.

You also get to participate in our rewards program if you create an account!

 

I'VE FORGOTTEN MY PASSWORD

Click the forgotten password link under our login section to reset your password or continue shopping.

 

 I'M UNSURE ABOUT SIZING

To ensure the perfect fit, please find all necessary information’s in each product description. If you need further assistance, please contact our Customer Care Team: onlineshop@lalaberlin.com

 

ORDERS

• May I change or cancel my order?

We're not able to cancel your order or edit your shipping details after you've received a confirmation mail. We are unable to combine orders, change sizes, add or remove pieces from an existing order once it has been placed. For further assistance, please contact our Customer Care Team: onlineshop@lalaberlin.com.

 

• Why was my order cancelled?

The item(s) that you ordered may no longer be available. If an item in your order is unavailable, we will contact you within 2 business days about the cancellation. The refund will take place immediately.

 

• I checked out as a guest, how do I track my order?

You will receive a dispatch confirmation email with the tracking number enclosed.

 

• I'm missing item(s) from my order

We sincerely apologize for the inconvenience. Please contact our customer care team onlineshop@lalaberlin.com.

 

• Item is damaged, defective or incorrect?

First and foremost, we sincerely apologize for the inconvenience. Please e-mail us at (onlineshop@lalaberlin.com) immediately, with your complaint and order number. Include a picture of the damaged or wrong-shipped product. Our Customer Care Team will provide a quick and satisfying solution.

 

• My order hasn't been delivered yet, what can i do?

We sincerely apologize for the delay. Please consider that our carriers might sometimes face unexpected difficulties. Please check the communication from the carriers regarding your delivery. If you are still unable to locate your parcel, please reach out to our Customer Experience team at onlineshop@lalaberlin.com.

 

RETURNS AND REFUNDS

• Can I get an exchange rather than a refund?

We are not able to offer an exchange on items. All returned items will be refunded once they've been received by our Warehouse. If you would like a different size or color of an item, then we kindly ask you to place a new order.

 

• How do I register for a return?

We have a 14-day return policy, which means you have 14 days after receiving your order to request a return.

Please register for the return here.

1. To register, you need to enter your email and the order number from your order confirmation email. Please enter the number without the hash (#)
2. If your return is accepted, we will then send you a return label (only within Germany). And if you’re outside Germany, we will send you an email with detailed information on how and where to send the package. This is not a prerequisite for effective revocation.

 

• I have an issue with my delivery or return, what can i do?

Please check the communication from the courier regarding your delivery. Then, if you are still unable to locate your parcel, kindly reach out to our Customer Care team at onlineshop@lalaberlin.com

 

• I haven't received my refund, or I think my return might be lost.

We’re very sorry that your return has not yet been processed. Please review your returns tracking number to confirm the location of your parcel. Kindly note that returns processing can take up to 2 weeks.

 

• Have you received my return?

As soon as your return is fully processed at our warehouse and the refund has been made, you will be notified via email.  If it has been more than 10 days since you sent it back and you still have not heard from us, kindly contact our Customer Care team at onlineshop@lalaberlin.com and we will resolve the issue.

 

• When will I receive my refund?

As soon as your return is fully processed at our warehouse, you will get refunded within 48 hours. Kindly note that on some occasions, our warehouse scans items separately, which means that the refunds might be partially created and issued. Nevertheless, we assure you will be fully refunded very shortly.

 

• Can I return my online order to a store?

All orders purchased from our online store must be returned via our return portal and sent to our warehouse, as per the steps mentioned above. 

 

 SHIPPING

• Which countries do you deliver to?

Lala Berlin delivers to the following countries: Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Liechtenstein, Luxembourg, the Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, and United Kingdom.

 

• What are my shipping fees?

You can view all details about shipping fees here. 

 

• Which extra costs do I have to expect if I order to Non-EU-countries?

Extra fee for custom duties as well as import turnover tax are required while receiving the parcel from DHL (depending on the ordered items). You can find more details about international shipping fees here.

 

• When can I expect a shipping confirmation?

As soon as your parcel leaves the Warehouse, you will receive an e-mail confirmation with the tracking number. If you registered in our system, you easily could check the status in your account. Please always check your spam folder in case you didn´t receive an e-mail or contact our Customer Care Team: onlineshop@lalaberlin.com

 

• How long does it take to ship my order from time of purchase?

We strive to process all orders inside germany within 1 - 3 business days, from the day we received your order. All orders will be shipped with DHL, between Monday-Friday. We work continuously to try to meet all delivery times but sometimes there may be delays – e.g. postal/carrier delays, strikes or bank holidays. During holiday seasons kindly keep in mind that postal delivery services are busier than usual. To achieve delivery before Christmas upon request, we recommend for all orders to be placed as soon as possible to avoid any potential shipping delays.

For all other countries, shipments take about 3-6 business days.

 

• Do you offer complimentary shipping?

Yes, we offer free shipping for all EU & CH orders over 300 € / 2230 DKK. 

 

• What if I refuse my order at delivery?

If an order is refused at delivery and returned to our warehouse, you will not be refunded shipping costs and/or any duties and taxes incurred. We strongly urge you to review your order prior to shipment.

 

GIFTCARDS

• Where can I buy a lala Berlin Gift Card?

You can order a Gift Card / voucher here. The Gift Card / voucher is only valid for our Online Shop.

 

• How do I use my lala Berlin Gift Card?

Gift cards are only valid for our Online Shop. Apply your unique gift code during checkout, while entering your coupon code in the field “Discount Codes”. The balance of your gift card will be deducted automatically.

 

• Do lala Berlin giftcards expire?

No, you are free to use your lala Berlin giftcard whenever you like!

 

• Can I refund my gift card?

Lala Berlin gift cards cannot be exchanged or refunded for cash. However, you may still return an order that you have purchased with a giftcard, and the giftcard will be automatically reactivated with the original or remaining amount.

 

 BRICK AND MORTAR STORES

• Are there any lala retailers near me?

You can view the locations of all our retail stores in all countries using this link.

 

REWARDS

As soon as you create a customer account, you automatically take part in our rewards program. With every purchase you make with your registered e-mail address, you collect points that you can redeem for future orders. If you make a return, the points you have already earned will be adjusted and deducted accordingly.

 Please note that points can only be redeemed above a certain minimum order value:

- 200 Points: purchase minimum 100€

- 400 Points: purchase minmum 200€

- 500 Points: purchase minimum 250€

- 1000 Points: purchase minimum 400€

 The total sum of all purchases results in the tier you are in - the higher the tier, the more benefits it brings. To account for any returns, the purchase amount is credited after 21 days.

A Rewards voucher code is not applicable on marked down items. 

 After creating a discount code, it is valid for one month. The code is applied proportionally to the entire order (excluding  marked down items). This means, for example, if two out of three items are returned, the Rewards voucher will not be applied in full to the one item kept, but will be deducted on a pro-rata basis. Rewards points / vouchers cannot be re-credited, cannot be redeemed for cash, are non-transferable and expire after one year of inactivity.

 

Oh no - out of stock!

We're very glad you like our product(s)! Choose the product of your interest and click the button “Notify me”, fill in your e-mail address and you will be the first one informed as soon as the article is back on stock.

 

Product spotted in a Magazine / Instagram - where can I buy it?

Please e-mail our Customer Care Team (onlineshop@lalaberlin.com). 

 

Can you tell me when new products or special promotions are announced?

Sure! Subscribe to our newsletter here.

 

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