DELIVERY & RETURNS


DELIVERY

• WHERE DO WE DELIVER?

We currently deliver only within the U.S. Please note: We are unable to ship to PO Box addresses

• HOW MUCH IS STANDARD DELIVERY? HOW LONG WILL IT TAKE FOR MY DELIVERY TO ARRIVE?

Standard Shipping & Delivery Price is $8.99 flat rate for US domestic. It generally takes 7 to 9 days to process and deliver.
2-Day Shipping & Delivery Price is $14.99 flat rate for US domestic. It generally takes 2 days to process and deliver.

• WHERE IS MY DELIVERY?

If you have not received your goods, please email ‘WeAdoreYou@lolacheng.com’, so we can trace your order. We will then notify you via email to confirm the status and whereabouts of your products.

Please note: Parcels that are signed for will be deemed as received by the customer and are now out of our control. We use third party logistics companies, we hope they maintain our high standards but as I'm sure you can understand mistakes happen. If this is the case, we will inform you of your carrier and you should contact them to take this further.

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CANCELLATIONS

• I CHANGED MY MIND, CAN I CANCEL MY ORDER?

If you have recently placed an order with us and wish to cancel it before delivery, please email us at: WeAdoreYou@lolacheng.com within 24 hours quoting your order reference number, the date the order was placed and your name. We will then contact our dispatch team and try to get the order returned to us rather than delivered to yourself. Once we have confirmation of the cancellation, payment will then be refunded back to your account within 14 working days.

If the order is delivered to you, please return it for a full refund (excluding postage).

• MY ORDER IS LATE, CAN I CANCEL IT?

Although we endeavor to get all delivers to you on time, we understand that sometimes deliveries are late. If you wish to cancel a delivery before you receive it but after the 24 hour period, due late arrival, please email ‘WeAdoreYou@lolacheng.com’ quoting your order reference number, the date the order was placed and your name. We will review the order to find out where your parcel is and refund your account within 14 days, if in agreement with the late delivery.

• CAN I AMEND MY ORDER DETAILS?

To amend an order, both for product and shipping address please contact WeAdoreYou@lolacheng.com as soon as possible. If the order has already been processed it might not be possible to amend it.

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RETURNS/EXCHANGES

If you wish to return any item purchased online at www.lolacheng.com, contact WeAdoreYou@lolacheng.com stating your name, order number, and reason for return as soon as possible. Return address will be provided. 

• WHAT IS YOUR RETURNS POLICY?

All goods must be unused and in the condition in which they arrived to you to qualify for the below.

You have 30 days to return an item with proof of purchase for a full refund or exchange. Please contact WeAdoreYou@lolacheng.com. Please allow up to 14 working days from the date we receive your product(s) for your refund to be processed.

• HOW DO I EXCHANGE MY ITEM(S)?

If exchanging an item, the price must match that of the item purchased when you bought it. If the item chosen is out of stock, a refund will be issued instead. If you wish to exchange for an item of a different price, your item must first be returned and a refund issued and a new order should be placed.

• DO I NEED TO PAY FOR POSTAGE?

Please note when asking for a refund, the customer is responsible for the postage costs incurred when returning an item. Goods must be returned by registered post only. We cannot be held responsible for any item returned to us in any other way. You will need proof of postage, if the returned parcel is lost and you need to make a claim to your carrier.

• MY PRODUCTS WERE DAMAGED, CAN I RETURN THEM?

Of course. If goods are considered damaged in transit, you must notify us within 48 hours of receiving the product, you then have 14 days to return the product to us, alongside proof of purchase to issue a full refund.

• MY PRODUCTS ARE FAULTY, CAN I RETURN THEM?

If the product is faulty you can return the product, we will inspect the item and issue a full refund (including postage) if we are in agreement with your comments.

However if we disagree with your comments and the ‘fault’ is a matter of standard ‘wear and tear’ or product neglect, we will return the item to you and postage costs will be incurred by yourself.