The legal bits..

When you shop with us (or access our services, apps and websites (our “Websites”)), these terms apply. They’re important for both of us as they set out what we expect from each other, and they also give you helpful info. You can also find out more on our help pages (which also form part of these terms). Of course, if you need anything else, get in touch with customer care  – we always love to hear from you!

We keep these terms and help  pages updated and we amend them every so often, so remember to check back in before you shop, as the latest set will apply.

about you

To shop with us, you need to:

 

  • be at least 16 years old;

  • have a credit or debit card that we accept (see bottom of page for details of current payment providers); and

  • be authorised to use that credit or debit card (e.g. it is in your name or you have permission to use it).

when you place an order

When you place an order, you should receive an acknowledgement e-mail confirming receipt of your order. We then carry out a standard pre-authorisation check to make sure there’s enough money on the card.

We only accept your order once payment has been approved and we have debited the payment card (and then the contract is made based on these terms).

You may be able to cancel (not change) your order within a short period of ordering – timings depend on your chosen delivery method (and will be set out in the acknowledgement email). You can’t change your order – you’ll need to cancel (and/or return original item(s)), and re-order.

All orders are subject to availability and confirmation of the order price. Don’t worry, if there’s an issue with an order, we’ll get in touch with you.

Very occasionally, we may need to refuse or cancel an order or close or freeze an account (even if we have previously confirmed your order) – e.g. if we notice something unusual on an order or an account. If this happens to you and you think we’ve made a mistake, please don’t take offence – get in touch with customer care and they’ll be happy to speak to you about it.

prices and product descriptios 

There’s a lot going on here at LOLALEEN and from time to time our busy lolaleen  may price up or describe a product or promo wrongly. If we discover an error for any goods you’ve ordered, we will tell you ASAP and give you the option of reconfirming your order (at the correct price) or cancelling it.

If we can’t get in touch with you, we will treat the order as cancelled. If you cancel and you’ve already paid, we will refund you in full.

Prices include VAT (where applicable).

Depending on the value of your order or the delivery option or address you choose, delivery costs may also be charged (see below). Such additional charges will be clearly shown during the checkout process and included in the 'Total Cost'.

Delivery 

Before you finalise your order, you’ll be given various delivery options to choose from with estimated delivery time and dates depending on the delivery address.

We work our lolaleen socks off to try to meet all delivery times but sometimes there may be delays – e.g. because of postal/carrier delays, logistics or bad weather. We will keep you updated as much as we can and you should be able to track your parcel’s progress.

Check out our Delivery page for more info, or get in touch with Customer Care if you have any issues or questions.

Returns and refunds 

Returning an unwanted item?

We get it, sometimes something just doesn’t work for you and you want your money back. Don’t worry, as long as an item is still in its original condition, we accept returns, subject to the rules below.

If you return an item requesting a refund within 28 days of the item being delivered to you or available for collection, we'll give you a full refund by way of the original payment method.

If you return an item requesting a refund within 29 and 45 days of the item being delivered to you or available for collection, we'll give you an LOLALEEN gift voucher for the amount equivalent to the price you paid for the item.

We aim to refund you within 14 days of receiving the returned item.

If you request a refund for an item during the above time frames but you can't return it to us for some reason, please get in touch – but any refund will be at our discretion.

After that?  .

We don’t accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to you and ask you to cover the delivery costs.

What happens to my return if I ordered using a pay later solution?

If you've placed an order with one of our pay later solutions, you’ll be paying for your order in regular instalments or within 14 days of it being placed. If you return an item within 28 days of it being delivered or available for collection, we'll give you a full refund.

If you decide to return something within 29 to 45 days of it being delivered to you or available for collection, an LOLALEEN gift voucher will be issued to you instead, and any Pay Later payments will still apply. LOLALEEN has no liability to you for these payments or any additional charges incurred, so make sure to pay them off in full! 


Delivery costs and proof of postage

Depending on the options available in your country, you'll be responsible for the cost of returning any items.  We strongly recommend you get proof of postage.

Keep it clean

Some items can’t be returned, like earrings or items where a hygiene strip or seal has been removed (e.g., swimwear and underwear). Please check product descriptions before you order. If you want to return underwear, swimwear, makeup/Face + Body products or any items marked with a '+' next to the product name, please do not remove the original wrapping/seal for hygiene reasons.

Original condition

Of course, it’s fine to try an item on like you would in a shop, but please don’t actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won’t be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). Alternatively, we (at our sole discretion) may choose to reduce your refund to reflect any reduction in the value of an item.

All returned items should be sent in their original condition and packaging where possible, including tags (e.g., shoes should be returned with the original shoe box).

Fair use

If we notice an unusual pattern of returns activity that doesn’t sit right: e.g. we suspect someone is actually wearing their purchases and then returning them or ordering and returning loads – way, waaay more than even the most loyal LOLALEEN customer would order – then we might have to deactivate the account and any associated accounts. If this happens to you and you think we’ve made a mistake, please get in touch with Customer Care and we’ll be happy to discuss it with you.
 

This doesn’t affect your statutory rights.

What is your Returns Policy?

Returning an unwanted item?

We get it, sometimes something just doesn't work for you and you want your money back. Don't worry, as long as an item is still in its original condition, we accept returns, subject to the rules below, which includes rules around fair use. None of these rules affect your statutory rights.

If you return an item requesting a refund within 28 days of the item being delivered to you or available for collection, we'll give you a full refund by way of the original payment method. 



We aim to refund you within 14 days of receiving the returned item.

If you request a refund for an item during the above time frames but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.

After that?

We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.


Original condition

Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:

  • Face + Body products if opened, used or protective seal is not intact

  • Underwear if the hygiene seal is not intact or any labels have been broken

  • Swimwear if the hygiene seal is not intact or any labels have been broken

  • Pierced jewellery and watches if the seal has been tampered with or is broken.

 

None of this affects your statutory rights.

Of course, it's fine to try an item on like you would in a shop, but please don't actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return.

All returned items should be sent in their original condition and packaging where possible, including tags (e.g., shoes should be returned with the original shoe box).

Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!

As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return. 

We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.

Fair use

If we notice an unusual pattern of returns activity that doesn't sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads - way, waaay more than even the most loyal LOLALEEN customer would order or the items returned don't match what you ordered - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.

If your account has been deactivated and you need to make a valid return, contact Customer Care. They'll give you a returns label although you'll be responsible for the cost of returning the goods to us.

Please note, we reserve the right to take legal action against you if the items you return don't match what you ordered.

Can I exchange my item?

We don't offer exchanges. If you would like a different size or colour, please return your unwanted item and place a new order.

Your information

 

Our Privacy Policy sets out how we’ll use your information. If your details change, remember that you need to update My Account so we can continue giving you our best service (you can also update your marketing preferences there).

At LOLALEEN, we love being able to interact with and chat to you through social media. However, we can’t control those social media platforms or how you set your profiles on them. Please check and set your privacy settings so that you understand and are comfortable with how your personal information on those platforms will be used.

Protecting Your Privacy

LOLALEEN, we are 100% committed to protecting the privacy and security of our customers and site visitors (yep, we mean you). The LOLALEEN team members are customers themselves, of both LOLALEEN and other internet sites – so we totally appreciate and respect how important privacy is. If you have any questions about how we Protect Your Privacy, drop us a line at service@lolaleen.com