FAQ

DELIVERY

Service Delivery Time Terms Cost
UK Saver* 3-5 working days Place before 4.45PM to receive in 3-5 working days (excludes Weekends and bank holidays). Orders placed after 4.45PM on Friday will be processed on Monday. Tracked service £3.99
FREE UK Saver* 3-5 days Place before 4.45PM to receive in 3-5 working days (excludes Weekends and bank holidays). Orders placed after 4.45PM on Friday will be processed on Monday. For UK Customers and subject to offer availability. £0.00
UK Next Day* 1 working day Place before 4.45PM to receive next day, including Saturday (excludes Sunday and bank holidays). Orders placed after 4.45PM on Friday will be delivered on Tuesday. £5.99
IRE Tracked* 7 working days *Offer subject to Republic of Ireland only. Estimated delivery within 3-7 working days (excludes weekends and public holidays). Fully tracked service. £5.99
EU Tracked 10 - 15 working days Estimated delivery within 10 - 15 working days (excludes weekends and public holidays). £9.99
USA & Canada 10 - 15 working days Estimated delivery within 10 -15 working days (excludes weekends and public holidays). £10.00
International Signed 10 - 15 working days Deliveries can take up to 15 working days (excludes Weekends, Public Holidays and Bank Holidays). £13.00

*Please note that all orders made throughout the weekend will be processed on the next working/business day.

*Please note that UK Next Day parcels are not guaranteed as they are passed to a carrier however we will always endeavour to make sure all next day parcels are sent out as soon as possible from the warehouse.

*Postcode restrictions apply: We can not guarantee UK Next Day delivery to the following postcodes:
AB, AB23, AB31-39, AB41-45, AB51-56, BA17-19, BF, BL11, BT, DD1-11, DG1-16, EL1, FK, FK14, FK17-21, GE6-8, GY, HS, HS1-9, HS3, IM, IV, IV1-56, JE, KA1-30, KA27-28, KW, KW1-17, KY1-99, PA, PA1-87, PA20-99, PA41-77, PH, PH17-99, PH1-50, PO29 43 49, TD1-15, TR21-25, ZE, ZE1-3, ZZ

As soon as you’ve placed the order your parcel is already being processed and we’ll send you an email to confirm your order details. Once your parcel has been dispatched we’ll drop you an email with tracking details, your selected courier does depend on the delivery option you selected, we’ll let you know which courier your parcel is with in the dispatch email.

If the courier cannot reach you, they may try to leave your order with your neighbour, or in a safe place. Otherwise, the courier will leave a card to attempt redelivery for the next working day. If it's easier, you can also arrange re-delivery with them directly by following the instructions on the card left.

To check the progress of your delivery, visit the relevant link below. Enter the tracking number and select the carrier if asked. The required tracking number and courier information can be found on the dispatch email we sent:

 

If your parcel arrives later than expected, depending on the shipping cost paid and time frame this arrives in we can refund the difference in delivery or refund this in full.

This gesture is not available to VIP shipping as this is non-refundable.

If it has passed the time frame of the delivery service you selected when placing your order, first check out the tracking to see if there’s anything holding up your parcel. If you’re still not sure where it is please get in touch with our Customer Care Team, through our Contact Us page ASAP so they can investigate this for you.


UPDATE: Due to an unavoidable system update, unfortunately your order history if placed before the 23rd October 2019 will have been removed, we are extremely sorry about this. Orders placed after the 23rd October 2019 are unaffected and can be viewed under your account > Order history.

Due to this our warehouse are also experiencing a 2-3 working day delay on processing orders however please rest assured that we still have all orders on our system and all orders will be dispatched as normal. You will receive an email containing your tracking link once your parcel has been sent.

We're sorry this has happened! Sometimes if an item is very popular it may go out of stock by the time we fulfill your order.

You’ll receive an email if any item from your order is out of stock and if you are due a refund use the below estimation of when to expect refunds to reach your bank account from the point of receiving the notification email from us;

  • Card payments: 5 – 10 working days
  • Amazon Pay: 3 – 5 working days
  • Bank Transfer: 5 – 7 working days
  • PayPal Balance: Instant

If an item is missing from your order and you haven’t had an email from us to say the item is out of stock please get in touch with our Customer Care Team, through our Contact Us page who will be happy to help.

We’re really-really sorry about that, something must’ve gone wrong!

Let us fix this! Please return the item to us for a refund tips on how to do this can be found here . As long as the item is in stock when we receive the incorrect item back at our warehouse we’ll send this out to you if not, our team will have to process a refund for the item. In these instances, we cannot send out the correct item before receiving the incorrect item back at our warehouse. We also wouldn’t deduct any returns postage from your refund, we don't hold responsibility for missing returned parcels so make sure you obtain a receipt from the post office in case anything goes wrong.

Defo! You can specify an alternative delivery address to your billing address at the checkout as we can’t always make this change this once your order has been placed.

Don't forget though - by having an account with us you can save multiple delivery addresses in 'My Account', convenient when you want quick delivery to your BFF's, your mum's, work or wherever.

it's OK! If the courier can't reach you because you're in the bath or just out, then they may try to leave your order with your neighbour or in a safe place. Ultimately the courier will leave a card to attempt redelivery for the next working day. If it's easier, you can also arrange re-delivery with them directly by following the instructions on the card.

If your parcel is ever stopped through customs and you’re charged, you as the receiver are responsible for the cost. Depending on the weight of your parcel we will split your order into multiple parcels to reduce the chance of your order being caught up in customs. The value can vary from country to country so we’re unable to give an estimation if this can happen of what the cost would be if you’d like more information on this we recommend getting in touch with your local customs office.

ORDERS

Occasionally, if an item is very popular it can sell quicker than we expected and unfortunately, somebody managed to grab this product before you.

In these rare cases, we’ll always contact you as soon as possible to let you know and if you’ve ordered more than one item we’ll dispatch the rest of your order and refund the out of stock item immediately. Please use the below estimation of when to expect refunds to reach your bank account from the point of receiving the notification email from us;

  • Card payments: 5 – 10 working days
  • Amazon Pay: 3 – 5 working days
  • Bank Transfer: 5 – 7 working days
  • PayPal Balance: 48 hours

Due to how fast stock comes in and out of our warehouse occasionally this can happen if an item is popular and selling out fast.

If an item in your order sells out, we’ll contact you as soon as possible to confirm the cancellation of your order. If you’ve ordered more than one item, we’ll dispatch the rest of your order and refund the out of stock item.

We usually restock our best selling items and always have new styles droppin’ so keep an eye out on the site.

We want you to wear your items as soon as possible! So, when you confirm & pay our team will begin to process your order, therefore, unfortunately, we won't be able to amend order details at this point. Super sorry about this!

We always try to help you with those extra pennies but usually our offers can't be used in conjunction with any other offer or promotion, unless stated otherwise within offer/promotion terms and conditions.

You are entitled to use only one discount code only per order.

Because we want you to have your order on time, we will start to process it as soon as you confirm & pay. Therefore, our system doesn't allow us to add a discount or a promotion to your order after this point.

If you forget to add a discount code to your order, you can still use it on your next order, upon discount availability. Or keep an eye on our website, social media pages & sign up to our Newsletter for the next offer available.

If you’re having a tech issue, found a fault on the website or have a suggestion to share, just contact our dedicated Customer Care team. All you need to do is head over to the Contact Us page and email our customercare team. Please provide your order number if you have one, please provide as much relevant information as possible for us to quickly identify your order or issue.

If you’re experiencing problems when making a purchase, we’ll require the following information:

  • Screenshot of the problem
  • Device on which problem occurred
  • The rough time problem encountered
  • Browser used

Absolutely! Shopping at LASULA is 100% super safe and secure. Our payment system employs the latest version of Secure Socket Layer Technology (SSL) to encrypt your information and help make sure that only you and LASULA ever see it. In any instance where you suspect fraud, you need to immediately contact your bank, many of which now provide online guarantee.

LASULA will never ask for your credit card details during the checkout process. The safe and secure payment system is provided by Sage Pay, Stripe & Amazon Pay.

We accept all major payments available, see our list of accepted payments:

  • Visa
  • Mastercard
  • Amazon Pay
  • Paypal
  • Visa Electron
  • Maestro
  • American Express

As for currencies, we are trying to get as many as convenient for you, currently, we support the following currencies across all payment methods:

  • AUD : Australian Dollar
  • GBP : British Pound
  • CAD : Canadian Dollar
  • EUR : Euro
  • NZD : New Zealand Dollar
  • SEK : Swedish Krona
  • USD : US Dollar

For your security we do not hold any payment information you provide.

We always do our best to action any cancelation requests however as our warehouse team work super quickly this can’t always be done, if your invoice has already been released from our system we’re not able to cancel this. If you’d like to cancel your order please get in touch with our Customer Care Team, through our Contact Us page who will be happy to help.

RETURNS

Hey, we are currently processing all returns, we apologise for any delay or inconvenience caused the team are working to resolve this to ensure we are up to date with all refunds next week.

If you need to return an item you can send it back to us within 14 days of your order being delivered to you.

All returns must be created via the Returns Portal click here.

We advise not to request a return for items from multiple orders in one return request as this can cause delays when it comes to processing a return.

Once you’ve completed your return request, and it has been approved we’ll send an email over to you with the next steps. If you’re having any trouble with this process please get in touch with our Customer Care Team, through our Contact Us page who will be happy to help.

As we don't hold responsibility for missing returned parcels please make sure you keep hold of the receipt from the post office in case anything goes wrong.

  • Asda Toyou Return (UK ONLY)
  • To get your hands on a label visit the Asda toyou website here download a QR Code to print in store if you haven’t already printed this.
  • Take your labelled parcel ensuring the original label has been removed or covered to the Asda toyou signposted returns point or hand to a colleague at your most convenient Asda location so they can print this for you with the QR Code; remember to include your invoice inside your parcel!
  • Remember to keep hold of your receipt to track your parcel, which you can do here.

 

PLEASE NOTE: Any item(s) that are rejected by our quality and control team for reasons of not being in a saleable condition listed below will be returned back to you, we kindly ask our customers to be careful when trying on to prevent this from happening.

  • The following items are excluded from the return process (such as; opened makeup, pierced earrings, underwear shapewear and bodysuits, lingerie, hosiery, swimwear, ceramics) due to health or hygiene reasons;
  • If the items are worn and or washed (signs of transfer of any make­up or other stains);
  • If you’re sending back shoes, they must be tried on indoors and show no signs of wear;
  • The items must have all tags attached and are returned with correct order details/invoice.

Due to the current COVID-19 situation, please allow up to 30 working days of your parcel being delivered back to us for your refund to be processed, all refunds will be made into the same payment method used at the checkout to purchase the items.

Please note, if you’re using Asda's return service to generate a label, a charge of £3.50 will be deducted from your refund.

The above does not affect your statutory rights.

Here’s a breakdown of the status’s that will show in your account and we’ll send to you via email;

  • Pending Approval - This will show for around 60 mins until the return has been approved or disapproved, then an email with instructions with the next steps will be sent through to the email used at checkout when you placed your order.
  • Approved - Once the return has been approved and the email has been sent with the next steps your status will update to Approved.
  • Partly Approved - If your return request includes items that are not able to be accepted back for a refund,this includes opened makeup, earrings, ceramics, lingerie, bodysuits, shapewear and bikinis due to hygiene reasons the status will remain as this until the return has been processed. Our returns team will reject the item(s) when we receive them back at our warehouse and will notify you of this and will send them back to you. This status will also show if you’ve requested a return for items from multiple orders and will not update to completed until we receive the final item back with us.
  • Parcel Not Received - From when a return is requested if we haven’t received it back at our warehouse within 14 days the status will update to not received, if you haven’t had any contact from us about your return please get in touch with our Customer Care Team, through our Contact Us page who will be happy to help.
  • Parcel Received - Great news! This means we have your return back with us. We’ll notify you when your return has been processed.
  • Rejected - Unfortunately, one of the item(s) from your return hasn’t been able to be approved for a return due to being opened makeup, earrings, ceramics, lingerie, bodysuits, shapewear and bikinis due to hygiene reasons. If you have any questions about this please get in touch with our Customer Care Team, through our Contact Us page who will be happy to help.

Once you’ve put a return request in If you don’t have a printer after your return has been approved, please write our address down and tape to your parcel making sure your delivery address is covered if you're using the original packaging;

  • LASULA | Units 2-2A | Hendham Vale Industrial Park | Vale Park Way | Crumpsall | Manchester | M8 0AD

The parcel remains your responsibility until it arrives with us, you’ll be charged at the post office if you aren’t using the label provided by us. We advise choosing the cheapest tracked service as we don't hold responsibility for missing returned parcels please make sure you keep hold of your receipt from the post office in case anything goes wrong.

You can return your parcel using any postal service in your local area, the postage costs must be covered yourself we advise choosing the cheapest tracked service. Please write our address down and tape to your parcel making sure your delivery address is covered if you're using the original packaging;

  • LASULA | Units 2-2A | Hendham Vale Industrial Park | Vale Park Way | Crumpsall | Manchester | M8 0AD

The parcel remains your responsibility until it arrives with us, we don't hold responsibility for missing returned parcels so make sure you obtain a receipt from the post office in case anything goes wrong.

As soon as your parcel has been opened and items have been checked by our returns team we’ll email you to confirm. Unfortunately, we’re unable to email you as soon as your order has arrived back into the Warehouse but if you have a tracking number you’ll be able to see what date it arrives with us.

If on the rare occasion, you’ve not had an email within 18 days of returning, please get in touch with our Customer Care Team, through our Contact Us page who will be happy to help.help!

As soon as your parcel has been opened and items have been checked by our returns team we’ll email you to confirm. From this date, please allow up to 30 days for us to process your return and confirm the refund, we’ll send you an email as soon as this has been done to keep you updated.

If you’ve used our label to make your return, a £3.50 deduction will be made from your refund. If you used a different service, no deductions will be made. Just a head’s up that any refunds for a return will not include the cost paid for delivery when your order was first placed.

Use the below estimation of refunds expected to reach your bank account:

  • Card payments: 5 - 10 working days
  • PayPal Balance: 48 hours
  • Amazon Pay: 3 - 5 working days
  • Bank Transfer: 5 - 7 working days

If you’re using either Asda's Tracked return service to generate a label, a charge of £3.50 will be deducted from your refund. If you’re outside of the UK, you’ll still need to request your return through the 'Returns Center' section but the cost of return must be covered by yourself, we always recommend that you choose the cheapest tracked service and obtain a receipt from the post office as we don't hold responsibility for missing returned parcels.

Any other return method that is used must be covered by yourself and unfortunately, we can't refund your postage fees.

If the item you want to return is faulty or not what you ordered, we won't deduct return costs from you if you use Asda return service or your own postage method. Remember to let our Customer Care team know about any faulty or wrong items straight away through our Contact Us page who will be happy to help.

Don’t worry just send us an email and we can sort this out for you. If you don’t have an account or printer just pop your order details inside the package such as your order number & name, our team can complete the return with the information on your return request we’ll just need the basics inside your parcel to find you on our system.

Our Cancellation & Returns policy is simple, you can return within 14 days from delivery date, unless worn or inflicts health and hygiene standards or is listed in the following;

  • Opened makeup
  • Pierced earrings
  • Underwear
  • Shapewear
  • Bodysuits
  • Lingerie
  • Hosiery
  • Swimwear
  • Ceramics
  • Final sale

You can read full terms and conditions here .

Unfortunately, we don't usually refund costs for delivery. Depending on the circumstances, sometimes we can refund the delivery to match the service the parcel arrived on if the delivery arrived later than expected.

If you’re not able to request a return because of an error message or other reason, please take a screenshot and send this over to our Customer Care team through our Contact Us page and provide a detailed description so they can help.

Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice.

ACCOUNT

It’s super easy, click\tap on the ‘Account’ section on the top of the homepage and click ‘Sign Up Now’ enter your details and you’re in!

Click\tap on the ‘Account’ section on the top of the homepage and click on 'Forgot Your Password' and enter your email address. If you’re facing any issues with this, please get in touch with our Customer Care Team, through our Contact Us page who will be happy to help.

Log in to your account, head over to your Account, go on to the ‘Account Details’ tab and select 'View Addresses'.

If you’re sure that you want to close your account, you can do this by contacting our Customer Care team with the following details;

  • Full Name
  • Email address linked to your account
  • Billing Address
  • Date of Birth

You can close your account at any time - just let us know.

Scroll down to the bottom of our homepage and enter your preferred email address & click ‘Subscribe’ to confirm and gain early access to the hottest deals & offers online.

KLARNA

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 190,000 online stores. Over 80 million consumers worldwide have trusted Klarna to securely handle their payments

    • Pay later in 30 days

Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card at www.klarna.com/uk.

    • Pay later in 3 interest-free instalments

Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by LASULA and instalments 2 and 3 are scheduled 30 and 60 days later, respectively.

    • Pay later in 30 days

To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.

    • Pay later in 3 interest-free instalments

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

Klarna is unique and offers Pay later options based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor LASULA run credit searches against you that could impact your credit rating.

Although Pay later options are widely promoted it is not always universally available. The Pay later method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later payment option, where you can pay for the goods once you have received them via credit card or debit card.

As soon as LASULA have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment

    • Pay later in 30 days

Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive email reminders to pay – and, if very late, we’ll also send you a text or letter, too. Your credit score will not be impacted by using Klarna’s ‘Pay later in 30 days’ products even if you have failed to pay on time

    • Pay later in 3 interest-free instalments

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at LASULA from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

If you have chosen to Pay later, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card.

If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important that you give us the correct details, as otherwise you will not receive the payment information.

Payment information is processed securely by Klarna. No card details are transferred to or held by LASULA. All transactions take place via connections secured with the latest industry standard security protocols.

You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email to pay for your order.

If you pay by card, LASULA will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to www.klarna.com.

Once LASULA has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed.

You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call LASULA to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.

As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

If you do not have your statement number to hand you can log in at www.klarna.com/uk, where you will find all of your orders and be able to make payments.

Visit Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

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