FAQ/Shipping

QUESTIONS : info@lalele.co 

Please allow 24-72 hours for a response. Response time varies due to holidays, and weekends. If you have not received a response within 72 hours, please check your spam folder. Emails are answered in date/time order. No email is ignored. 

 Please refrain from sending multiple emails as this will push your response time to the very end.

 

How long do custom orders take to finish?

Due to the personalized nature of each handmade item, orders currently have a waiting period of 4-8 weeks, NOT including weekends, or holidays! When placing an order, each item description explains an agreement that you are commissioning me to create artwork for you to wear, which can be subject to delays or shorter waiting times. *Please note shipping times are separate from custom wait times.

How do I cancel my order?

Items that are completed and shipped cannot be cancelled. Ownership transfers completely from business, to post office and customer. Please reach out to info@lalele.co to check on the status of your order. We recommend cancelling your order within 48 hours before we begin working on it. We are no longer able to cancel your order once we send it out to the post office. 

How long will it take to receive my order?

After your order is completed, a shipping update will be sent to the email provided on the order. Please make sure you've opted to sign up for newsletters from the shop which includes order update information, otherwise shipping updates such as tracking numbers may appear in your email's SPAM folder. 

Depending on your location, domestic orders are processed within 3-5 business days (Monday - Saturday).

Regular business hours are 9am-5pm, with all orders being shipped on business days. We do not ship orders on weekends or holidays. International orders are processed between 5-7 business days.

Shipping time for U.S. orders is 3-5 business days depending on your location and the efficiency of your local post office.

International shipping time is between 2- 6 weeks depending on your location and efficiency of your local post office.

What is the return and exchange policy?

Please note that due to the completely handmade, personalized, and labor intensive nature of each item, we do NOT accept refunds, or exchanges. All items purchased agree to a contract in the item description that notes the wait time, and that you are commissioning me to create artwork for you to wear; you may email for updates and cancel your order IF the item is not currently being worked on.

Personalized items that are damaged during shipping, torn, stained, or the wrong size may reach out to request an exchange or a refund. We kindly ask that you inspect all items before wearing or washing. 

Please note that customer is responsible to pay for ALL shipping fees including the cost to ship the exchange item.

Clearance/Sale items are final sale, no exceptions. 

Bodysuits/Bathing Suits, intimate wear, jewelry, accessories, and white items are ALL final sale due to sanitary reasons.

 

I’m missing an item or my items arrived damaged or with a defect!

Please email us info@lalele.co as soon as possible with your order number and images attached within 48 hours. Damaged items must have tag, receipt, and return label for proof of purchase. Your return will be voided if 1 week has passed.

I washed my item and now it is damaged!!

We recommend following the washing instructions on the label attached inside the item.  Once an item has been worn or washed, we will no longer accept your claim or return. Ownership transfers completely from our business to consumer as soon as the item is worn or washed (whichever is done first). No exceptions. 

We kindly ask that you inspect all items before wearing or washing. 

I only wore my item once or a few times can I still return if it damages, find a defect, or no longer like it? 

Ownership transfers completely from our business to consumer as soon as the item is worn or washed (whichever is done first). No exceptions. 

We will not be able to accept your return, issue a refund, or store credit for an item that has been worn or washed. 

Do you ship worldwide?

Please check the countries we are currently able to ship to:

United States, China, Philippines, Australia, Belgium, Germany, Greece, 

Hungary, Ireland, Poland, South Korea, Spain, Taiwan, United Kingdom, Hong Kong, Sweden, Denmark, Norway, Portugal, Japan, Finland. 

There is a flat rate charge for standard shipping and heavy goods shipping. 

MESSAGE FOR INTERNATIONAL CUSTOMERS:

WE ARE NOT RESPONSIBLE FOR ANY CUSTOM/DUTY TAX FEES CHARGED BY YOUR LOCAL GOVERNMENT. THESE FEES ARE NOT CHARGED BY US BUT YOUR LOCAL POST OFFICE AND LOCAL GOVERNMENT INSTEAD. PLEASE CHECK IN WITH YOUR LOCAL POST OFFICE TO VIEW THEIR FEE CHART. NO REFUNDS WILL BE PROVIDED FOR THESE FEES BECAUSE THEY ARE NOT APPLIED ON OUR BEHALF NOR ARE THE FEES PAID TRANSFERRED TO OUR ACCOUNTS. 

THANK YOU.

Do you ship overnight or express? 

No, everything is custom made and cannot be rushed overnight.

**Please note orders received after 1pm will have a better chance at being received the next day. Anything ordered after 1pm will be shipped the following day. 

 
My package has been lost/stolen . What should I do?

Please make sure to submit the correct address which includes apartment numbers. We are not responsible for packages that are lost/stolen. Once your package leaves our premises we are not responsible for them as USPS or UPS is a shipping service that you agree to allow us to send for you. Once we send the liability is between you and USPS or UPS; however, we will do our best to help you find your package since each order comes with a tracking number. In the case where the tracking says delivered but you haven't received your package, you can visit your local post office or contact USPS or UPS to file a claim. 

 

We will not look into stolen/lost packages claims if they are not reported within 7 days of the tracking number stating the package has been delivered. 

When do you restock styles/sizes? 

Unfortunately many styles are limited edition and will not be restocked.

**If a style is highly requested we may take it into consideration for a restock.

Do you have a size chart? 

Yes. Please note depending on the style and type of fabric (i.e. non-stretchy fabric) as stated in the description may vary in sizing. 

 Do you sell gift cards? 

Unfortunately we do not sell gift cards at the moment. Sorry!

My package was returned due to the incorrect address/ not picking up order with signature confirmation, can you reship it for free? 

Unfortunately there is a reship fee of $11 for orders that are returned due to incorrect address or orders that are not picked from local post office with signature confirmation. Unfortunately we are not refunded the postage cost for the first package shipment and cost us two fees for a reshipment. Due to an excess amount of orders being returned for these two reasons, we will no longer be reshipping packages at no cost. There will be a fee of $6 for reshipments. We ask that you double check shipping addresses before placing an order to avoid any additional costs. We also ask that you please check tracking details for orders of large amounts because they include signature confirmation and may need to be picked up at your local post office. Thank you for your kind cooperation and understanding.

 

For any additional questions please email us info@lalele.co