You’ve got questions, well we got answers! HERE’S OUR F.A.Q.
Q: I’ve Been Calling! How can I get a hold of you? A: We are open Monday-Sunday 9:30am to 6:00pm Pacific Standard time. You can also contact us to Customercare@Lolashoetique.com (Please allow 24 hours for a response). We can also be reached via telephone at: (562) 222-1616 and (562) 222-1403.
Q: I have a promo code, how do I use it? A: All promo codes must be input at the time of checkout by the customer. Our system will not allow us to manually adjust any costs on orders that have already been placed. We cannot apply any promo codes to prior purchases.
Q: I have a SHOE-MERGENCY HELP! What should I do? A: If you have placed your order online and are currently experiencing a shoe-mergency please contact us via CUSTOMERCARE@LOLASHOETIQUE.COM. Please provide your order number and explain your shoe-mergency in detail. All shoe-mergency inquires only apply to online orders. If your shoe-mergency pertains to one of our retail stores, please reference the phone number or location to speak with a manager right away. The phone number and location of the store is located on your receipt.
Q: How do your shoes run? A: Our sizes are based as US sizes. All shoes are given a size suggestion at the bottom of every shoe description. Please keep in mind that this is only a suggestion we understand that everyone’s foot size is different & your selection will be made upon personal preference. You know your foot best. (:
Q: What is my LS order number/ ID? & Where can I find it? A: You are given a unique order number to identify your purchase made with us. Your order number is located in all emails that you have received from our company, including your order confirmation. Please reference your order number upon contacting us about your order.
Q: What are your forms of payment? A: We accept any major credit/debit card as well as PayPal! You may choose the option you would like to use at checkout!
Q: Can we place orders over the phone with an LS representative? A: We ask that all customers place their orders online at lolashoetique.com to ensure that there are not any miscommunications during the order process. However, if you are having any trouble, give us a call and we will be more than happy to help you. (:
Q: We want to make a large purchase: do you offer wholesale? A: Unfortunately, not at the moment.
Q: Will you ever offer wholesale?
A: We are totally working on it! Check back soon! [:
Q: I’m DYING for this shoe but you’re sold out, when will you restock?
A: As much as we would LOVE to provide you with an exact date for restocks, unfortunately we cannot! But GREAT NEWS! We upload new styles daily! YAY! So if we do not bring back your favorite shoe, we will be bringing something very similar soon! PROMISE (:
Q: Can I be contacted if a certain style is restocked?
A: Please follow us on all social media outlets and sign up for our mailing list for restock alerts. @lolashoetique
Q: How do I sign up for your mailing list and what are the special benefits?
A: Signing up for our mailing list is totally easy! Scroll down to the section that indicates: WHO DOESN’T LIKE SECRET SALES? IT ALL STARTS HERE! You may enter your email address in this section and click join! The benefits are you will always be in the know and officially become an LS doll. You will be receiving EXCLUSIVE sales, promo codes, and restock alerts! This is every SHOEAHOLICS dream come true!
Q: Do you ship in original boxes?
A: We believe in all things GIRLY! (: Our packaging is no exception! You will receive each shoe wrapped in its own individual dust bag! If you would like the original boxes, please make sure to place your request in the customer order notes at checkout!
Q: Why can’t I add this GORGEOUS shoe to my shopping cart?
A: OH NOOOO!!! Chances are we’re sold out at the moment! However, we restock DAILY! YAY! Please check back soon! If we do not receive that exact style again, we will be receiving something very similar!
ORDER STATUS’; LET US EXPLAIN HOW IT WORKS:
- AWAITING PAYMENT: You just placed your order with an E-Check via PayPal. This status will change once your E-Check has cleared. Once cleared, the order will be processed and shipped! YAY!
- AWAITING FULFILLMENT: You just placed your order: your status will be in AWAITING FULFILLMENT until your order has been processed by our accounting department.
- PENDING: Pending can mean one of two things. o You have requested a change for your order and it is currently awaiting completion. o Your order has fallen into Quality Control. An email will be sent to you with further details. Please reference email@example.com and please make sure to check your spam email! [:
- SHIPPED: Your order has been successfully processed and sent to our shipping facility. At this point, no changes can be made to your order.
- COMPLETED: This status does not mean your order has been delivered. COMPLETED means we have entirely processed and shipped your order from our facility. Please reference your tracking number for estimated delivery date. Enjoy your GORGEOUS shoes! (:
- VERIFICATION REQUIRED: Your order has been placed on hold and further information is required. You will be contacted with instructions on exactly how to do so within 48 business hours via Email.
TRACKING YOUR PACKAGE:
Q: What carrier do you ship with?
A: We ship all orders with UPS. Unless the order contains a PO BOX.
All packages being sent to a PO Box require by law to be sent via United States Postal Service.
Q: I have a tracking number, what do I do with it?
A: Please copy and paste the 11-12 digit number starting with 1ZX0796X into the track box at UPS.com.
Q: I need my order fast! Do you offer expedited shipping?
A: We offer expedited shipping on all domestic orders.
All Next Day, 2day & 3 day pricing will be calculated at checkout.
(Please keep in mind that shipping dates are counted as days in transit)
Q: When will my order ship?
A: All orders that are placed by 3pm PST are shipped the very same day!
If you place your order after the cut off time, your order will be processed and shipped the following business day.
Q: I selected FREE SHIPING, how long until I have my package?
A: All orders that are shipped with FREE SHIPPING are shipped as UPS GROUND SHIPPING. You will receive your gorgeous shoes within 1-6 business days. YAY!
(FREE SHIPPING IS ONLY APPLICABLE TO DOMESTIC ORDERS excluding Puerto Rico, Virgin Islands, Hawaii, & Alaska.)
RETURNS / EXCHANGES/ REFUNDS / STORE CREDIT:
Q: Do you provide return labels?
A: As stated in our policy, the cost of shipping back your item is at your cost.
Once you provide our address to your local shipping facility they will provide you with a return label after paid postage.
Q: What is your return address?
A: Our return address is the following:
LOLA SHOETIQUE RETURNS
8350 Rex Rd Ste B
Pico Rivera, California 90660
Q: I just received my package and I need to return/exchange, how do I do so?
A: All packages come with a special THANK YOU card that explains in detail how to make all returns and exchanges. We’ve totally made it that easy. (:
(Please keep in mind that all returns/exchanges must be done within 30 days. All exchanges and sale items are final. NO EXCEPTIONS)
Q: My return tracking number states that you have received my package into your facility, why haven’t I been contacted?
A: It usually takes about 3- 5 business days to process your returned package.
You will be contacted shortly after. Please reference CUSTOMERCARE@LOLASHOETIQUE.COM in your emails, don’t forget to check your spam/junk mail. (:
Q: I have a store credit how do I use it?
A: We offer 2 types of store credit.
-If you were provided a store credit code please input the code in step number 5 at checkout to deduct the amount from the shoe cost only.
- If you have been contacted by our returns and exchange department stating that you have a store credit and can use it at any time, Please call us and we will transfer you to the corrective department who will gladly assist you with your exchange.
If you have any further questions please do not hesitate to contact us at any time.
HAVE A SHOE-TASTIC DAY DOLLS! <3