FREQUENTLY ASKED QUESTIONS
Welcome to our help area. Here are our most frequently asked questions. We hope that you'll find what you need to know, but if you have any other queries, please email hello@lolaandalice.com
Do you have a physical shop?
Lola & Alice is an online-only wedding boutique, which means you can shop with us 24 hours a day, from anywhere in the world!
Can I telephone to place an order?
Lola & Alice is an online-only boutique, but if you’d prefer to place your order over the phone, our office is open Monday to Friday from 9.30am to 5.30pm.
Do you have a catalogue?
We don’t have a catalogue at the moment – we’re focusing our energy on providing our customers with a website where you can buy what you want when you want, 24 hours, seven days a week!
Can you give me more information on a particular product?
Each product includes a detailed description, styling advice and size info. If there’s any further information you need, please email us at @lolaandalice.com with MORE INFORMATION in the subject line.
Do you accept orders from outside the UK?
Yes, we do accept overseas orders. See our delivery page for pricing and delivery times.
What credit cards do you accept?
We accept Visa, MasterCard, Solo, Switch, Visa Debit and Visa Electron, plus PayPal.
How do I search for a product?
Of course, the most enjoyable way to shop with us is to browse the categories at the top of the front page. Alternatively, if you know what you want, just type the product name into our search box (top right of the website) and we’ll find you everything related to your specific search.
I saw an item in a magazine – why can't I find it on your site?
This means that the product is temporarily out of stock or has sold out. We often take repeat deliveries of popular products and occasionally customers return items to us that don't fit. If you email us at @lolaandalice.com we can let you know if your desired item becomes available again.
Why is an item still shown on the website if it's sold out?
We apologise if an item you'd like to order is sold out. Our stock availability is automatically refreshed on the website, but occasionally a number of customers place an order for the same item at the same time. If there are any problems with an order you place, we will contact you by email.
Will an item be restocked?
Yes, we often restock popular items. If you’re keen on an out-of-stock item, just drop us a line at @lolaandalice.com with OUT OF STOCK in the subject line and we’ll do our best to get hold of it for you.
How much does delivery cost?
Postage is FREE within the UK; £8 Europe; £9 USA and Middle East; £12 Rest of World
How do I know you’ve received my order?
After you’ve placed your order, you’ll receive a confirmation email. As soon as your card/address have been approved, you’ll receive an email confirming that your parcel has been dispatched. If any of the items you ordered aren’t in stock, we’ll email you as soon as possible. If this happens, the full amount of the invoice will be returned to your credit card.
When will I get my order?
When in stock, orders are usually dispatched within 5 days and are sent by first class Royal Mail Signed For. If you want to check the current status of your shipment, please email us at @lolaandalice.com with TRACK MY ORDER in the subject heading, and we’ll track your shipment for you. Out-of-stock items will be dispatched as soon as they’re available – we’ll notify you to let you know how long your order will take to arrive.
How can I track my order?
If you want to check the current status of your shipment, please email us at @lolaandalice.com, putting TRACK MY ORDER in the subject heading, and we'll track your shipment for you.
What if I'm out when my order is delivered?
We use Royal Mail's Signed For and Special Delivery services, which require a signature. If they’re unable to find someone to sign for the delivery, they’ll leave a card so that you can arrange to collect the parcel from your local Royal Mail delivery office/arrange another delivery.
What happens if I don't like the items or they don't fit?
Our 28-day guarantee means that if you're not totally happy with your Lola & Alice items, you can return them to us within 28 days of the date you received them. We strongly recommend that you use Registered Post because Lola & Alice can’t accept liability for any lost or damaged items. When returning items to us for any reason you’ll have to meet the postal costs. Lola & Alice returns address is:
Lola & Alice,
Studio 137,
3 Edgar Buildings,
George Street,
Bath BA1 2FJ
Please note that returns or exchanges received outside the stated timescale of 28 days will not be accepted, unless previously authorised by Lola & Alice.
Lola & Alice returns policy does not affect your statutory rights relating to faulty or misdescribed goods or your right to cancel orders under the Consumer Protection (Distance Selling) Regulations.
How long will it take for my refund to be processed?
Each item will undergo a quality control check and once verified your refund will be made within 14 days. All undamaged, correctly returned items will be credited to the original customer’s credit or debit card.
Do you supply wholesale?
No – we're a retailer and sell directly to our customers.
I'm a designer - can I send you some information?
Yes indeed! We're always happy to hear from designers. If you're interested in selling your products on Lola & Alice, please contact Elizabeth at @lolaandalicecom (no huge image files please!).
