Lilla

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FAQ

Where is my order?

You can check the status of your order at any time in “My Orders” section within “My account” area. If you have not done the registration on LILLASHOP.COM, you can directly access the “Orders” section. Moreover, when your order leaves our warehouses, we will send you an e-mail and you can track it on the courier’s website.

 

How can I change or return an item purchased online?

You have up to 14 days from receipt of the order to change the item with a different size or to ask for the return of it. To start the return procedure, you have to access the appropriate section and fill out the return form indicating the methods and the day in which you prefer to return the goods.

The courier will pick the package containing the goods that you want to change or return up. We will send you the waybill via e-mail.  

 

Can I cancel or modify an order?

Currently is not possible to cancel or modify your order since we prepare the goods immediately after your confirmation via the Website.

If you change idea, you can return the items after receipt of them. If you need more information, please read the “Returns” section.

I have a promotional code/discount. How can I use it in my online purchase?

When you get to the purchase summary*, click “Use promo code”.

 

*use only one promotional code for each purchase.

 

I have not received all the items I had purchased. What should I do?

Check your e-mail to see if you have received an e-mail from us informing you that one of the items in your order is no longer available. In this case, you will be reimbursed for the corresponding amount of such item and for the amount of the shipping costs using the same method of payment used at the time of purchase.

If you do not have received any e-mail, please contact our customer care (customercare@lillashop.com) and we will reply you as soon as possible

 

The items received are not the right ones or have defects. What should I do?

If you have received a defective or different item from the one purchased, we will reimburse the cost of such item and the relative shipping costs as soon as we receive it in the warehouse and we have checked the status.

 

In order to return an item, you have to follow the return instructions.

 

Are the items in the basket automatically reserved?

 

No, they aren’t. In fact, saving an item in the basket does not mean that such item is reserved or available. There are highly-demanded items that may run out before you formalize the purchase even if they were available when you added them to your basket.

I would like to be updated on offers and new arrivals. What should I do?

Sign up to our newsletter!* You will be updated on the latest trends and our promotions.

 

*By clicking on “Sign up”, you accept our Privacy Policy.

 

From which country can I shop online?

We offer worldwide shipping.