Q: Why am I charged a handling fee for my return?

Q: Why am I being charged a handling fee for my return? A: When you request a return (USA orders only), we provide a shipping label to make the process easier. The handling fee covers the cost of the return shipping label. Q: How does the handling fee affect my refund or store credit? A: The handling fee will be deducted from your total refund or store credit amount. For example, if your return is valued at $50 and the handling fee is $5, you will receive $45 in store credit or a refund. Q: What if I want to exchange an item? A: If you’re placing an exchange order that exceeds the amount of your return credit, the handling fee will be an additional charge on top of your exchange order total. Q: Is there any way to avoid the handling fee? A: Yes! If you prefer, you can purchase your own return label, and we can waive the handling fee. Please reach out to our customer service team to arrange this.

Q: What is the difference between a regular exchange and a instant exchange?

Instant exchange: If you select the instant exchange option, you will need to provide payment details before submitting your return. You will only be charged for the items you have requested to return if the package is not in the mail within the 21-day return window. A temporary hold will be placed on your account for the value of the items you are returning. This hold will be released once your return is shipped. Your exchange order will be processed and shipped within 4-7 business days (excluding weekends) after your return is submitted. You will receive a confirmation email once your exchange has been fulfilled. Regular exchange: If you select a regular exchange, your order will ship within 3-7 business days AFTER your return has been processed. You will receive a shipping confirmation email once your exchange order has been fulfilled.

Question 1

How do I make a return?

Accepted Answer

Returns must be initiated within 21 days of receiving your order. Items must be unused and in the original packaging.

All returns must be submitted via our return's portal.

CLICK HERE TO START A RETURN ➡ Start a return

Question 2

What’s your return policy?

Accepted Answer

Unworn, unwashed, and unaltered merchandise (excluding accessories and final sale items) may be returned for a refund, exchange, or store credit within 21 days (3 weeks) of the delivery date for orders within the USA.

Unfortunately, orders placed outside of the USA are not eligible for exchanges.

Clothing must be free of makeup, perfume, deodorant, body odor, animal hair, and any other marks or stains. All tags must be attached. Accessories, hats and discounted merchandise is not eligible for returns.

If an item is returned to us in a non-resalable condition, it may be returned to you at your cost. No exceptions.

All returns must be submitted via our return's portal at: https://dressed-in-lala.loopreturns.com/#/

Lala is not responsible for non-Lala items returned to us.

It is possible that certain dyes (like black or dark denim) may transfer to lighter colors. This irreversible effect is increased by humidity and temperature. We do not assume responsibility for dye transfer. Please ensure you follow the wash instructions on the care label of your product.

To protect both our customers and our business, we closely monitor all transactions for signs of fraudulent activity. If we suspect any fraudulent behavior related to your order, we reserve the right to block return requests associated with that order. This measure is taken to prevent abuse of our return policy and to ensure the safety and security of all our customers.

Question 3

When will my return be processed?

Accepted Answer

Please allow up to 7 business days after your return has arrived at our warehouse to be processed for refund, exchange, or store credit.

Once your return has been received and processed, you will be notified via email when the refund, store credit, or exchange has been issued.

Please allow 3-5 business days for the refund to reflect in your account.

Question 4

Are returns free?

Accepted Answer

You are responsible for the shipping cost to return your item(s) to Dressed in Lala. Dressed in Lala does not pay for shipping or handling costs on returns or exchanges unless the item(s) arrived damaged or there was a mistake on our part.

Dressed in Lala is not responsible for any return packages lost in transit.

Question 5

Why am I charged a handling fee for my return?

Accepted Answer

Q: Why am I being charged a handling fee for my return?

A: When you request a return (USA orders only), we provide a shipping label to make the process easier. The handling fee covers the cost of the return shipping label.

Q: How does the handling fee affect my refund or store credit?

A: The handling fee will be deducted from your total refund or store credit amount. For example, if your return is valued at $50 and the handling fee is $5, you will receive $45 in store credit or a refund.

Q: What if I want to exchange an item?

A: If you’re placing an exchange order that exceeds the amount of your return credit, the handling fee will be an additional charge on top of your exchange order total.

Q: Is there any way to avoid the handling fee?

A: Yes! If you prefer, you can purchase your own return label, and we can waive the handling fee. Please reach out to our customer service team to arrange this.

Question 6

What is the difference between a regular exchange and a instant exchange?

Accepted Answer

Instant exchange:

If you select the instant exchange option, you will need to provide payment details before submitting your return. You will only be charged for the items you have requested to return if the package is not in the mail within the 21-day return window.

A temporary hold will be placed on your account for the value of the items you are returning. This hold will be released once your return is shipped.

Your exchange order will be processed and shipped within 4-7 business days (excluding weekends) after your return is submitted. You will receive a confirmation email once your exchange has been fulfilled.

Regular exchange:

If you select a regular exchange, your order will ship within 3-7 business days AFTER your return has been processed. You will receive a shipping confirmation email once your exchange order has been fulfilled.

Question 7

Can I return accessories or hats?

Accepted Answer

All jewelry, accessories, hats, sale, and clearance items are final sale. No exchange or store credit is given. Flash sale promotions are final sale. No exceptions.

Question 8

Can I return an exchange order?

Accepted Answer

We do not offer exchanges on exchange orders. Only original orders may be exchanged.

If you would like to return an item that was exchanged from your original order, you will be given the option for a refund back to your original payment method or store credit.

Question 9

When will I receive my store credit?

Accepted Answer

Your store credit will be issued AFTER your return has been received and processed. After processing your return, you will receive an email with your store credit information. Store credit can be applied at checkout and does not have an expiry date.

Question 10

Can I return an item I purchased during a sale or on clearance?

Accepted Answer

All clearance styles and discounted styles are FINAL SALE. No returns will be accepted for these items. No exceptions.

Question 11

I purchased through Nordstrom, can I still return it?

Accepted Answer

Only orders placed on nordstrom.com are eligible to return to a Nordstrom store. All orders placed directly through dressedinlala.com must be returned to our warehouse.

Question 12

Do you offer expedited shipping?

Accepted Answer

Expedited Shipping Options

We offer three expedited shipping options for faster delivery:

UPS Next-Day Air
UPS 2nd-Day Air
UPS 3-Day Air

Please note that the cost of these expedited services is the customer's responsibility, as Lala's free U.S. shipping offer only applies to standard shipping.

Important Information:

During high-volume events, we may temporarily suspend expedited order processing.
To ensure expedited orders are dispatched the same business day, the order must be placed before 1 PM MST Monday through Friday.
Orders placed after 1 PM MST on Friday, or on weekends, will be processed on the following Monday. (We are closed for all U.S. Federal Holidays.)
The day the order is shipped does not count toward the delivery time frame. For example, if an order is placed with 3-Day shipping on Tuesday after 1:00 PM MST, it will be shipped on Wednesday and delivered on Monday.
Additionally, please keep in mind that UPS does not account for weekends in delivery times. If an expedited order is placed before 1 PM on Friday, it will not be delivered until the following week.

Question 13

Is there a shipping fee?

Accepted Answer

Shipping Costs for Orders within the USA

For all orders placed within the United States, we charge a flat rate shipping fee of $5. This fee applies to all domestic orders, regardless of size or weight, ensuring a simple and straightforward shipping process. Please note that this fee does not include expedited shipping options.

Shipping Costs for Orders outside the USA

As of October 2023, we ship worldwide. The customer is responsible for any shipping costs for orders going outside of the U.S. International shipping costs are based on the weight of the package and are calculated at checkout. Various factors such as customs clearance, distance, local handling, and unexpected delays can contribute to delivery times of up to a month.

Question 14

What are the delivery times for my order?

Accepted Answer

We strive to get your order to you as quickly as possible! Here are the estimated delivery times for different shipping locations:

Standard Shipping (USA): Orders within the United States typically take 3-6 business days for delivery.
International Orders: For international shipments, please allow up to 30 days for delivery, depending on your location and customs processing.
Hawaii & Alaska Orders: Due to their distance from the mainland, orders shipping to Hawaii or Alaska may take an additional 7-14 days for delivery.

Please note that these are estimated time frames, and delivery may take longer during busy times or due to unforeseen circumstances like weather or customs delays. Once your order has shipped, you will receive a tracking number to monitor its progress.

If you have any questions or concerns, feel free to contact us!

Question 15

Do you ship worldwide?

Accepted Answer

As of October 2023, we ship worldwide. The customer is responsible for any shipping costs for orders going outside of the U.S. International shipping costs are based on the weight of the package and are calculated at checkout. Various factors such as customs clearance, distance, local handling, and unexpected delays can contribute to delivery times of up to a month.

Question 16

When will my order be shipped?

Accepted Answer

Our warehouse is open to ship Monday through Friday. We are closed for all US federal holidays. Please allow 1-5 days (excluding weekends) for your order to ship. You will receive a shipping confirmation email with a tracking number when your order is fulfilled and shipped. Orders may be split across multiple shipments.

Question 17

What should I do if my delivery address is wrong?

Accepted Answer

It’s essential to double-check your shipping address before finalizing your order. Dressed in Lala is not responsible for address errors. Customers are responsible for entering the correct shipping information at checkout.

Question 18

What happens if my package is misdelivered or lost due to an incorrect address?

Accepted Answer

If your package is misdelivered or lost because of an address error you provided, Dressed in Lala cannot be held liable. We encourage all customers to verify their address details to ensure successful delivery.

Question 19

How do I apply promo/discount codes?

Accepted Answer

To apply a promo or discount code:
• Proceed to checkout and enter your code in the ['Discount Code'] field.
• Click ['Apply'] to see your new total before finalizing your order.
• Only one code can be used per order.
If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.

Question 20

Can I edit or add anything to my order?

Accepted Answer

While our policy generally does not permit order edits, we understand that changes may be necessary. If you need to modify an item in your order or update your delivery address, please contact us as soon as possible. We will make every effort to accommodate your request.

Question 21

What is your cancellation policy?

Accepted Answer

Please note that we are unable to process order cancellations. To ensure your order is accurate, we recommend reviewing all items in your cart carefully before completing your purchase.

Question 22

What do I do if my item(s) arrives damaged?

Accepted Answer

All damaged items must be reported within 5 days of receiving the item. Please email us with a photo attached. If you contact us after 5 days of receiving your damaged item, you will not be eligible for a refund or replacement.

Certain dyes (like black or dark denim) may transfer to lighter colors. This irreversible effect is increased by humidity and temperature. We do not assume responsibility for dye transfer.

Question 23

My order was marked delivered but it’s not here.

Accepted Answer

If no one was home at the time of delivery, the carrier will leave the package in a safe location.

Be sure to check around your home and with neighbors/building management who may have collected the package for you.

Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.

On some occasions, packages may be marked as delivered but take additional time to arrive.

If you still are unable to locate the package, please reach out to the carrier.

If you need additional assistance, please email our team.

Question 24

What do I do if I receive the wrong item in my order?

Accepted Answer

We are sorry to hear you received the wrong item in your order! Please report your order issue to our team via email for further assistance.

Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.

While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll resolve the situation as best we can!

Question 25

What do I do if my item is defective?

Accepted Answer

If you have received a damaged or defective item, your return must be submitted through our return’s portal within 5 days of the order’s delivery date. You will be required to submit a photo of the damage or defect. Once you have submitted your return request, dressed in Lala will review your return. If approved, you will be sent a return label to return your item for a refund, store credit, or exchange.

Question 26

Why was my order canceled?

Accepted Answer

If your order is canceled by Dressed in Lala, you will receive an email detailing the reason for the cancellation.

Please note: Dressed in Lala reserves the right to cancel and refund any order for any reason.

Question 27

I sent an email to your customer service team. When will I hear back?

Accepted Answer

We want to answer any questions or concerns you have. Please allow up to 24 hours for our Customer Service Team to respond to your email. Any emails sent after business hours are answered the next business day. Emails sent Friday after 1 PM MST through Sunday evening are responded to the following business day.

Question 28

What payment methods do you accept?

Accepted Answer

We accept Visa, MasterCard, American Express, PayPal, Afterpay and Lala gift cards. We cannot change a payment method once your order is placed.

Question 29

How do I care for my Items?

Accepted Answer

Each Lala Original item comes with specific care instructions that are tailored to the unique materials and design of the product. To ensure the longevity and quality of your purchase, please follow these instructions carefully. Lala is not responsible for any damage resulting from improper care or maintenance of our products.

Question 30

How do I pick the perfect size?

Accepted Answer

Start by measuring yourself and then compare your measurements to the size chart provided in the item description. Consider the fit notes to see if the item is designed to be more fitted or oversized.

If you need more assistance, feel free to contact our customer service team!

Question 31

Will my item look the same in person?

Accepted Answer

We make every effort to display our products' colors as accurately as possible. We do not take responsibility for monitor discoloration.

Some print irregularities are an intentional part of the product design and will be unique to each piece. If a product features these unique design elements, it will be noted in the item’s description.

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