Frequently Asked Questions
Can I change my order or cancel it?
As long as your order is not sent out yet, some changes are possible. Please contact Onlineshop@lalaberlin.com and we are happy to help you!
I made a mistake filling in my delivery/billing adress-what can I do?
Mostly we can still fix the problem. Please send us an email with the correct information as soon as possible to Onlineshop@lalaberlin.com including your order number.
I would like to receive my shipment at a PACKSTATION. Is that possible?
Specify a Packstation address as the recipient address and receive your parcels whenever and wherever it best suits you. Simply select shipment to a Packstation when placing your order.
I spotted a lala Berlin piece in a magazine/on Instagram but the Online Shop doesn´t sell it. Where can I buy it?
We don´t sell the complete lala Berlin collection in our Online Shop. Please contact our Berlin Flagship Store via firstname.lastname@example.org. If the item is available there we can send it to you using pre payment.
I ordered an item in your Online Shop but I am not sure if my order was successfull. How will I know?
After every successful order a confirmation email will be sent out to you. If you are registered in our system you can also check the status of your order in your account.
I ordered an item in your Online Shop, when will it be delivered?
All orders that are placed before noon will usually be dispatched on the very same day. We send out all our shipments with DHL. Once the shipment is on its way you will receive an email with a tracking number to track the status of it.
The item I ordered does not fit me and I would like to exchange it for another size.
We are happy that you still like the product. Unfortunately the system doesn´t (yet) allow us to exchange sizes directly. Please send back the wrong size and place a new order with the right one. We are looking for a more convenient solution and thank you for your patience in the meantime.
The item I ordered does not fit me and I would like to send it back.
Return shipments for orders from Germany are free of charge. Return costs for orders placed from other supplied countries are borne by the customer.
I ordered from Switzerland. Which extra costs do I have to expect?
Both DHL and Swiss customs make extra charges on shipments from Germany to Switzerland. Customers have to pay custom duties as well as import turnover tax when receiving the parcel from DHL. They depend on the items ordered. On top of that, DHL asks for a charge of 20CH Franken. If the order is worth more than 700 CH Franken, this provision will make 2,5% of the order’s worth.
I choose Pick Up delivery. How does it work?
Clients from Berlin are welcome to pick up their order at our Berlin based Flasgship Store. The adress is Alte Schönhauser Straße 3 10119 Berlin. You can step by between 11 am and 7 pm. We will notify you via mail as soon as your order is ready for Pick Up. If you want to return your order please bring it back to our Flagship Store. The refund will be made through the Online Shop. It is not possible to offset payments or exchange items into different sizes.
I would like to purchase a voucher for the lala Berlin Online Shop. Where can I buy vouchers?
You can order a voucher for the lala Berlin Online Shop here.
I received a voucher for the lala Berlin Online Shop. How do I use it?
When you placed the products that you would like to buy in the basket and proceed to checkout, you can enter your voucher code under "Rabattcode". Please click "Rabattcode einlösen" and the amount of your voucher will be charged.
How does advanced payment work?
If you chose advanced payment we will send you our banking information along your order confirmation. As soon as we received the full amount we will send out your order. If you return items of your order the backpayment will be send to the account you wired the original payment from.
I would like to purchase lala Berlin offline. Where can I find your collection?
We have two Flagship Stores based in Berlin and Copenhagen. You can find the addresses and opening hours here: Our Flagship Stores
Additionally, we are working on a storefinder. In the meantime, feel free to contact us via Onlineshop@lalaberlin.com and we send you all retailers near you.
I would like to subscribe to the lala Berlin newsletter to be up to date about the collection and new products. Where can I sign in?
You can subscribe to our newsletter via: http://bit.ly/1GxhNmW