FAQ

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: 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 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, the 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: onlineshop@lalaberlin.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: onlineshop@lalaberlin.com .

Item is damaged, defective or incorrect?

We are very sorry for the inconvenience. Please e-mail us (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.

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?

Please e-mail our Customer Care Team (onlineshop@lalaberlin.com) or contact our Berlin Flagship Store (ber@lalaberlin.com).

Returns and refunds

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

To start a return, you need to register here.  For the registration you need the order number, which you will find in your order confirmation. On the enclosed delivery slip this number is shown as "external order number". If your return is accepted, we’ll send you a return shipping label (only within Germany), as well as instructions on how and where to return your package from outside of Germany.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. 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.


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).

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.

Rewards

As soon as you create a customer account, you automatically take part in our rewards programme. 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 150€
- 500 Points: purchase minimum 150€
- 1000 Points: purchase minimum 200€

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.

Rewards points cannot be redeemed for cash, cannot be used as a re-credit and are non-transferable.

 

Do you have Flagship Stores?

Yes. We have a Flagship Store in Berlin. Please use the link for further details. 

All about lala Berlin - how to sign up for the Newsletter?

You can subscribe to our newsletter here.

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