online shopping faq

repairs

do you offer a repair service?
Unfortunately we currently don't offer a repairs service, if you believe your item to be faulty please see our warranty and returns policy.


warranty

what is your warranty policy?
We accept returns on faulty products that are returned within 24 months of the original date of sale. General wear and tear is not covered by the lolaandgrace warranty policy. Please see our terms and conditions for further details. 

If you have a faulty lolaandgrace product purchased from www.lolaandgrace.com that you would like to return please read our return policy to find out how. Please note we currently only offer a refund for returned products, at this point we don't offer online exchanges. 

Any lolaandgrace products bought in-store must be returned in-store.

Proof of purchase is a requirement for all returns, refunds and exchanges.


customer service

You can reach us by phone:

Europe:
00844 208 7224 (Mo - Fr 09:00 - 12:00 / 13:00 - 17:30 CET)

USA:

1-800-835-6309 (Mo - Fr 8:30 AM - 5:00 PM EST)

Canada:
1-844-208-7224 (Mo - Fr 9:00 AM - 6:00 PM PST)

or by email:

Europe: customercare@lolaandgrace.com
USA: customercare.usa@lolaandgrace.com
Canada: customercare.can@lolaandgrace.com


security

At lolaandgrace we value your privacy and the security of your personal information above all.
We won't share your details with any third parties. Your personal and payment information is secured by state of the art SSL (Secure Sockets Layer) 128-bit-encryption. SSL is a highly regarded internet security system.


privacy policy

All given information is subject to strict data protection regulations so we absolutely, will not be sharing your details with any third parties.
We use cookies to enhance your lolaandgrace online shopping experience. All details given to lolaandgrace will be solely used to personalise the site to your interests. Cookies can be deactivated at any time in your browser without having a negative effect to your lolaandgrace experience.


no risk payment

All sensitive and private data given to lolaandgrace is encrypted using the most modern technology (SSL 128-bit).

For security reasons, we won't store credit card information. The data is immediately passed to GlobalCollect who handles all online transactions on behalf of lolaandgrace. They specialise in data processing, your details will only be used for the authorised payment. 

If you believe that a payment to lolaandgrace has been made in error, please follow the instructions of your credit card issuer immediately and contact lolaandgrace at the following email address:
payment.solutions@swarovski.com


security code

See payment


online sale information

The online SALE is exclusive to select countries via the website. Please note that the SALE dates and products vary in different countries.

The SALE takes place in select lolaandgrace shops, each shop is subject to different offers, discounts and products. www.lolaandgrace.com does not offer VAT refunds, we also do not offer price adjustments on items bought before the reductions were made.


free gift promotions

From time to time we offer free gift promotions. These are limited and available only while stocks last. Minimum order value and other conditions apply and will be clearly communicated where relevant. If a free gift is available at the time you place your order it will automatically appear in your shopping bag.


registration

If you are a registered user, your existing address details will be saved for future visits and purchases.

benefits of registering

  • Speed up your lolaandgrace online shopping trips
  • Easy access to your open order statuses


Registration details given to lolaandgrace are protected by your personal password.
Speed up the order process with your personal username and password!
You can register by clicking the 'my account' tab in the top right corner of the homepage.

change your personal details or password

You can edit your information at anytime in the 'my account' section.


forgot your password?

Don't panic! You can retrieve your lost password or change it to something more memorable here.


product availability

Any items that are unavailable will be labelled as such on the website.


online shop countries

lolaandgrace currently delivers to the following countries:

  • Austria
  • Belgium
  • Canada
  • Finland
  • France
  • Germany
  • Great Britain
  • Italy
  • Spain
  • Switzerland (including Liechtenstein)
  • The USA

lolaandgrace is currently unable to deliver to the following regions/countries:

  • Canary Islands (Lanzarote, Fuerteventura, Gran Canaria, Tenerife, Gomera, La Palma, and El Hierro)
  • The Channel Islands (Jersey, Guernsey, Alderney, Sark, and Herm)
  • Isle of Man
  • Corsica
  • French Territories (Guadeloupe, Martinique, and La Réunion)
  • Balearic Islands (Ibiza, Formentera, Majorca, and Minorca)
  • Ceuta
  • Melilla
  • Cyprus
  • San Marino
  • Gibraltar
  • Andorra

Unfortunately lolaandgrace is unable to deliver to countries other than the country which the order was placed within.


delivery times

Orders placed within the delivery deadline times will nearly always get to you in time. However deliveries are subject to delays out of our control. lolaandgrace can assume no liability in cases where our delivery partner suffers a fault with their system or process. As a precaution we recommend that if you are ordering from a remote location, that you order as early as possible to allow time for your delivery to be processed.


product limitations

You'll have noticed that some of our online stock is limited edition and/or exclusive to the website. These pieces can only be bought by one person a certain number of times and the availability is subject to stocks lasting.
You'll notice that product limitations and restrictions are clearly communicated on the site, where relevant.


public holidays

united states of america (usa)

Please be aware that our warehouses are based in US – Rhode Island, deliveries cannot be processed on national public holidays. Please see below for a list of all non-working days:

New Year’s Day: January 1
President’s Day: February 15
Memorial Day: May 30
Independence Day: July 4
Victory Day: August 8
Labor Day: September 5
Columbus Day: October 10
Veterans Day: November 11
Thanksgiving Day: November 24
Day After Thanksgiving: November 25
Christmas Day Observation: December 26 


europe and canada

Please be aware that our warehouses are based in Liechtenstein and Austria, deliveries cannot be processed on national public holidays for these regions. Please see below for a list of all non-working days:

New Year’s Day: January 1
St. Berchtold's Day: January 2
Epiphany: January 6
St. Joseph: March 19
Good Friday
Easter Monday
Labour Day: May 1
Ascension Day
Whit Monday
Corpus Christi
National Day of Switzerland: August 1
Assumption: August 15
Mary's Birth: September 8
Day of German Unification: October 3
National Day of Austria: October 26
All Saints' Day: November 1
Immaculate Conception: December 8
Christmas Day: December 25
Boxing Day: December 26