RETURNS/EXCHANGES

RETURNS/EXCHANGES 2017-01-19T18:34:19+00:00

OUR RETURN GUARANTEE

Quality is the highest priority at Lala Linen. In keeping with that heritage, we guarantee our merchandise to be free of manufacturing defects and will accept any defective item for exchange.

If you are unhappy with any of the products bought from us, please notify us at info@lalalinen.co.za immediately.

The provision of goods and services by Lala Linen is subject to availability. In cases of unavailability, Lala Linen will refund the customer in full within 30 days.

RETURN POLICY CONDITIONS

We hope you are always happy with your Lala Linen purchases. But if, for any reason, a purchase does not meet your expectations, you may exchange it.

It is advisable to be sure of your bed size and duvet size before making a purchase to avoid returns due to sizing.

Please read the guidelines below to determine whether or not an item can be returned.

An item can be returned for a credit or exchange if it meets all of the following criteria:

1. It was purchased from our website www.lalalinen.co.za
2. It is in its original packaging
* Items will be considered to be in their original condition when they are unused, unwashed, unaltered and undamaged.
3.  It is within 14 days of delivery

Please note that Shipping and Handling charges for returned merchandise will be refunded if we have made an error. Otherwise they are non-refundable and charges will be for your account.

For customers that cancel orders for any other reason or returns undamaged goods, the costs to return the unwanted product rests with the customer. Lala Linen  will assist with the arranging of the courier collection from the client’s premises. Kindly note that cancellation of orders by the client after production has commenced will attract a 10% administration fee on top of the costs to return the product via courier.

EXCHANGES

Exchanges follow the same policies and procedures as returns; please refer to the above guidelines to determine if an item is eligible for exchange.

Since we don’t always have a lot of inventory available in any individual size, we recommend that you consider returning the item you’d like to exchange and simply purchase a new item at the same time as a separate transaction. This ensures the quickest access to your desired merchandise.

It is important that an item to be exchanged is still in its original packaging and not used.

If we have made a mistake in our fulfillment, we will, of course, exchange the item and cover the new shipping charges.

HOW TO RETURN OR EXCHANGE AN ITEM

In an effort to make returns and exchanges as easy as possible, we request the following:

1. Please ensure the items you are returning or exchanging comply with our Return Policy conditions (see sections above).
2. Please ship the securely packaged merchandise using a trackable, insured shipping method to: Lala Linen, 87 Kloof Street, Gardens
3. Please note that Lala Linen does not accept responsibility for packages we do not ship (and therefore cannot be responsible for packages lost in transit).
4. Lala Linen does not accept COD deliveries.

PROCESSING YOUR RETURN, EXCHANGE AND REFUNDS

Once we receive your package, we will promptly process an exchange in accordance with our policy. You will receive an email once your return has been processed.  Please allow up to 10 business days from the time we receive your return until the credit is processed. Refunds will be processed in the original form of payment. Please note that your banking institution may take additional days to process and post this transaction to your account; unfortunately, we are unable to influence this.

While we always endeavor to make this experience both easy and positive, we reserve the right to deny an exchange if, after receiving the merchandise, we determine it does not meet our Return Policy conditions.

SHIPPING ERRORS AND DAMAGED PRODUCTS

In the event that we process an order incorrectly or you receive a damaged or defective item, we will gladly replace or take back that item for a full refund at our expense.

Products that were somehow damaged during shipping or incorrectly supplied

[e.g. wrong size, colour etc.] can qualify for a replacement product or repair [where possible] from the same product range.

In such an instance, Lala Linen will exchange the product on condition that (i) the product is returned in its original condition – including packaging, documentation, manuals and accessories and (ii) the customer returns the product within two days of receipt and confirms by sending a written notice to Lala Linen at the following email address : info@lalalinen.co.za (within above mentioned two day period).

The onus is on the customer to ensure that the goods returned are received by Lala Linen within ten days of written notice. Under no circumstances will Lala Linen accept responsibility for goods returned that are lost in transit. On receipt and acceptance of returned product Lala Linen will make all reasonable effort to exchange said product, but if replacement is not possible then Lala Linen will refund the purchase price, including delivery cost to the customer. Such amount will be refunded within 30 days of cancellation; beginning on the day written notice was given.

Lala Linen will arrange the courier collection and cover the shipping fees for the damaged or incorrectly supplied items you wish to exchange.