Frequently Asked Questions
May I cancel my order?
If your purchase has not been processed, we still can cancel any order or edit your shipping details. 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: firstname.lastname@example.org.
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 24 to 48 hours about the cancellation. The refund will take place immediately.
Which countries do you deliver to?
Lala Berlin delivers to the following countries:
Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Greece, Iceland, Ireland, Italy, Liechtenstein, Luxembourg, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, and United Kingdom.
When can I expect a shipping confirmation?
As soon as your parcel left the Warehouse, you will receive an e-mail confirmation with the tracking number. If you registered in our system, you easily can 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: email@example.com.
How long does it take to ship my order from time of purchase?
We strive to process all orders 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. We definitely will keep you updated in case of a delay. During holiday seasons please 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.
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: firstname.lastname@example.org .
Item is damaged, defective or incorrect?
We are very sorry for the inconvenience. Please e-mail us (email@example.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.
Oh no- out of stock!
We are happy that 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?
Returns and refunds
You can return your order/item purchased, within 14 days of the delivery date. All returned items should be sent in their original condition and packaging including tags e.g. shoes should be returned with the original shoe box. 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. For orders within Germany: Please use the pre-paid return sticker that comes with your order. In case you lost the etiquette, contact our Customer Care Team: firstname.lastname@example.org .
For orders outside Germany: We suggest using your national shipping service (tracking number suggested) and return it to the following address:
Lala Berlin GmbH
13355 Berlin / Germany
(all costs will be at your expense and we will not be able to accept liability for lost or damaged returns).
Once we have received, inspected and approved your return, please allow 3 - 7 woking days (depending on peak times) for your return to be processed. We will immediately request reimbursement and send you a confirmation e-mail. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.
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 you will need to place a new order.
Which extra costs do I have to expect if I order to Switzerland?
Extra fee for custom duties as well as import turnover tax are required while receiving the parcel from DHL (depending on the ordered items).
I choose Pick Up delivery. How does it work?
The pick-up service is only available for our Berlin based Flagship Store. Clients from Berlin are welcome to pick up their order at our Berlin based Flagship Store:
Alte Schönhauser Straße 3, 10119 Berlin, Germany.
Opening hours Monday – Friday 10 – 7PM and Saturday 10.30 – 7PM.
We will notify you via e-mail as soon as your order is ready for pick-up (3 - 7 working days). You can return your order / item purchased, within 14 days of the delivery date, to our Berlin based Flagship Store. The refund will be made through the Online Shop. It is not possible to offset payments or exchange items into different sizes.
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 you have Flagship Stores?
Yes. We have two Flagship Stores: Berlin and Copenhagen. Please use the link for further details: Our Flagship Stores.
All about lala Berlin- how to sign up for the Newsletter?
You can subscribe to our newsletter via: http://bit.ly/1GxhNmW.