Refund policy
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.
To register, you need the order number from your order confirmation; on the enclosed delivery slip, this is shown as the "external document number" - in each case without entering the hash (#). If your return is accepted, we will send you a return label (only within Germany) as well as detailed information for returns outside Germany on how and where to send the package. This is not a prerequisite for effective revocation.
Consumers have a fourteen-day right of withdrawal.
Right of withdrawal
You have the right to cancel this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day on which you or a third party named by you, who is not the carrier, has taken possession of the goods.
To exercise your right of withdrawal, you must inform us (Lala Forever GmbH, Wattstraße 11-13, 13355 Berlin, Germany, onlineshop@lalaberlin.com, by means of a clear declaration (e.g. a letter sent by post, fax or e-mail) of your decision to withdraw from this contract. You may use the enclosed model withdrawal form for this purpose, which is, however, not mandatory. You can also fill in and submit the model withdrawal form or another clear declaration electronically here on our website. If you make use of this option, you will be informed by e-mail. If you make use of this option, we will send you confirmation of receipt of such revocation without delay (e.g. by e-mail).
To comply with the revocation period, it is sufficient for you to send the notification of the exercise of the right of revocation before the expiry of the revocation period.
Consequences of the revocation
If you withdraw from this contract, we must refund all payments we have received from you, excluding delivery costs, without delay and at the latest within fourteen days of the day on which we received notification of your withdrawal from this contract. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees because of this repayment. We may refuse repayment until we have received the goods back or until you have provided proof that you have returned the goods, whichever is the earlier.
You must return the goods immediately and in any case no later than fourteen days from the day on which you notify us of the cancellation of this contract to our warehouse:
Lala Berlin c/o FIEGE Logistik Stiftung & Co. KG (Märkische Allee 15, Gate 5 / Gate 6 , 14979 Großbeeren, Germany).
The deadline is met if you send the goods before the expiry of the period of fourteen days. You shall bear the direct costs of returning the goods. You only have to pay for any loss in value of the goods if this loss in value is due to handling of the goods that is not necessary for checking the condition, properties and functioning of the goods.
The right of withdrawal does not apply to the following contracts:
- Contracts for the delivery of goods which are not prefabricated and for the manufacture of which an individual selection or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer.
- The right of withdrawal shall also expire in the case of a contract for the supply of digital content not on a tangible medium if we have commenced performance of the contract after you have expressly consented to us commencing performance of the contract before the expiry of the withdrawal period and have confirmed your knowledge that by consenting you lose your right of withdrawal on commencement of performance of the contract.
Model withdrawal form
(If you wish to cancel the contract, please complete and return this form).
- To Lala Forever GmbH, Wattstraße 11-13, 13355 Berlin, Germany, onlineshop@lalaberlin.com
- I/we (*) hereby cancel the contract concluded by me/us (*) for the purchase of the following
goods (*)/the provision of the following service (*)
- Ordered on (*)/received on (*)
- Name of the consumer(s)
- Address of the consumer(s)
- Signature of consumer(s) (only in case of paper communication)
- Date(s)
(*) Delete where inapplicable.
Deviating return costs regulation for Germany
We bear the direct costs of returning the goods if the return takes place within Germany.
Return labels
Without prejudice to your legal rights, we will provide you with free return labels for your return within Germany. We will send you a link for a return label. You can drop off the return shipment at a parcel shop of the respective provider in Germany.
For goods that have a special hygiene sticker such as swimwear, the right of return applies only if the sticker has not been removed. In the unlikely event that an item is returned to us in an unsuitable condition or outside of the 14-day return policy, we reserve the right not to refund you. If you want these returned to you, we may request that you cover the delivery cost.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as gift cards or personalized items).
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
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 you will need to place a new order.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
You can always contact us for any return question at onlineshop@lalaberlin.com.