FAQ about Lloex
GENERAL QUERIES
TEST HOW DO I TRACK MY ORDER?
We strive to process and ship orders promptly within 24-48 hours of placement.
Once your order has been dispatched, you will receive an email notification containing tracking information. Upon receiving the dispatch email, you will find detailed tracking information to monitor the progress of your order. Simply use the provided tracking details to track your package through our delivery partner's website.
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
We always strive to deliver your parcel with the best carrier and service for your country. All information about the shipping times and rates by country can be found on our shipping page.
WHAT IS YOUR RETURN POLICY?
We use a return period of 14 days during which the customer may return his or her package without giving any reason. These 14 days start when the package is received. Please note that the return shipment must be sent back to us within these 14 days.
Return conditions
All returned items must be unworn and in pristine condition with all the tags still attached.
For items purchased in the sale, ICON. Amsterdam does not offer the possibility for a refund. These items can only be exchanged for an other item from the collection or can be redeemed for store credit.
More information can be found on our refund page
HOW DO I MAKE A RETURN?
Making a return is easy! Here's what you need to do:
1. Within 14 days of receiving your order, send an email to support@lloex.com indicating that you want to exchange one or more products.
2. Our team will promptly provide you with return instructions.
3. Follow the provided instructions to complete the return process.
WHAT PAYMENT METHODES CAN I USE?
We offer a variety of payment methods to make your shopping experience convenient and secure. Here are the payment methods we currently accept:
Credit or Debit Cards: We accept major credit and debit cards, including Visa & Mastercard.
Local payment methods: We accept local payment methods in some countries, such as IDEAL, BanContact, or Sofort.
PayPal: You can use your PayPal account to make purchases on our website for added convenience and security.
Please note that the availability of payment methods may vary depending on your location and the specific products you're purchasing. If you have any questions about payment methods or need assistance with your payment, please don't hesitate to contact our customer support team.
PRODUCT
HOW DO I FIND THE RIGHT SIZE?
We advise you to check the size guide on the product page. You can find this by clicking on "size finder" which is located right below the size selector. By doing so, you will find the perfect size for you.
HOW SHOULD I WASH MY BOTTOMS OR TOPWEAR?
Proper care ensures your garments stay in great condition for longer. Here's a guide on how to wash your bottoms and topwear:
Step 1: Check the Care Label: Before washing any garment, always check the care label for specific instructions. Different fabrics and designs may require different care methods.
Step 2: Sort by Color and Fabric: Separate your garments into light and dark colors to prevent color bleeding. Additionally, separate delicate fabrics from sturdier ones to avoid damage.
Step 3: Pre-Treat Stains: If there are any stains on your garments, pre-treat them with a stain remover or gentle detergent before washing. Follow the instructions on the product label for best results.
Step 4: Choose the Right Washing Cycle: Select the appropriate washing cycle on your washing machine based on the fabric and level of soiling. Use a gentle or delicate cycle for delicate fabrics and a regular cycle for sturdier materials.
Step 5: Use a Mild Detergent: Use a mild detergent that is suitable for the fabric of your garments. Avoid using bleach or harsh chemicals, especially on delicate fabrics.
Step 6: Wash in Cold Water: To prevent shrinking and color fading, wash your garments in cold water. Cold water is also gentler on fabrics and helps to preserve their integrity.
Step 7: Turn Garments Inside Out: Turn your garments inside out before washing to protect the outer surface and minimize friction during the washing cycle.
Step 8: Use a Gentle Cycle: If your washing machine offers a gentle cycle option, use it for delicate fabrics or garments with embellishments to minimize wear and tear.
Step 9: Air Dry or Tumble Dry Low: After washing, air dry your garments by laying them flat or hanging them on a drying rack. If using a dryer, choose a low heat setting to prevent shrinkage and damage to the fabric.
Step 10: Iron or Steam as Needed: Once dry, iron or steam your garments as needed to remove wrinkles and maintain a neat appearance. Follow the ironing instructions on the care label to avoid damaging the fabric.
By following these steps, you can ensure that your bottoms and topwear are washed effectively while preserving their quality and longevity.
ORDERS & DELIVERY
HOW DO I TRACK MY ORDER?
We strive to process and ship orders promptly within 24-48 hours of placement.
Once your order has been dispatched, you will receive an email notification containing tracking information. Upon receiving the dispatch email, you will find detailed tracking information to monitor the progress of your order. Simply use the provided tracking details to track your package through our delivery partner's website.
WHAT IS THE DELIVERY TIME?
We don't like to keep you waiting, therefore your order is processed directly from our warehouse within 24-48 hours after it being placed.
Orders received on weekdays before 23:00 CEST, are dispatched the same day. Orders placed after this time will be sent on the following day. Weekend orders are scheduled for shipment on Mondays.
The estimated shipping duration as stated on our shipping page commences from the day your order is dispatched.
As we move fast it is not possible to make changes or cancel your order after it being placed. In case you do require assistance from us about receiving your order, we are here to assist you. Please contact our Customer Support team for any inquiries; support@lloex.com
WHAT ARE THE SHIPPING COSTS?
We offer free standard shipping on all orders!
At checkout, you’ll also have the option to choose 'Secure Shipping' for added protection and peace of mind. This option comes with a small additional fee and provides extra coverage for your order during transit.
WHAT IS SECURE DELEVERY?
Secure Delivery is an optional shipping upgrade that protects your order against loss, damage, or theft during transit. For just $2.95, you can shop with extra peace of mind knowing your items are fully covered until they arrive safely at your door.
CAN I CANCEL OR CHANGE MY ORDER?
We understand that circumstances may change, but our commitment to quick processing means we're already working diligently to prepare your order for shipment as soon as it's received. Therefore, we kindly ask our customers to double-check their orders before finalizing payment.
If you have any questions or concerns regarding your order, please don't hesitate to contact our customer support team. We're here to assist you in any way we can within the constraints of our rapid processing system.
If the item(s) are not to your liking you can always return them within 14 days
MY TRACKING SAYS MY ORDER HAS BEEN DELIVERED, BUT I HAVEN'T RECEIVED IT?
If your tracking information indicates that your order has been delivered but you haven't received it, here are a few steps you can take:
Check Your Delivery Location: Double-check the delivery address to ensure that it was entered correctly when placing the order. Sometimes, packages may be delivered to a neighbor, front desk, or a different location on your property.
Look for Delivery Notes: Check for any delivery notes left by the carrier. Sometimes, carriers leave packages in secure locations or with a receptionist if you're not available to receive the delivery.
Contact the Carrier: Reach out to the shipping carrier listed in your tracking information. Provide them with your tracking number and explain the situation. They may be able to provide additional details about the delivery or initiate an investigation into the matter.
Contact Customer Support: If you're unable to locate your package after following the above steps, contact our customer support team. Provide them with your order details and tracking information. We'll work with you to resolve the issue and ensure that you receive your order as soon as possible.
Rest assured, we're here to help resolve any delivery issues and ensure that you receive your order. Please don't hesitate to reach out to us for assistance.
I ENTERED THE WRONG SHIPPING ADRESS, WHAT CAN I DO?
If you realize the mistake shortly after placing your order, contact our customer support team immediately. The sooner you reach out, the better the chances of correcting the address before the order is shipped.
If your order has already been processed or dispatched and you're unable to update the address through our customer support team, contact the shipping carrier directly. Depending on the carrier's policies, you may be able to request a package redirection or rerouting to the correct address. This often involves an additional fee and is subject to carrier approval.
To avoid similar issues in the future, double-check your shipping address before finalizing your order. Ensure all details, including apartment numbers, street names, and postal/ZIP codes, are accurate.
WILL I BE CHARGED WITH VAT?
VAT is covered in the listed prices for all purchases made through our website. You won't encounter any additional charges related to VAT during the checkout process. We strive to provide transparent pricing to make your shopping experience as straightforward as possible. If you have any questions or need further clarification, feel free to reach out to our customer support team for assistance.
I HAVEN'T RECEIVED AN ORDER CONFORMATION, WHAT SHOULD I DO?
You will receive an order confirmation by e-mail immediately after placing your order. This e-mail contains the order number (consisting of minimum 6 digits), order summary and the shipping address.
Sometimes, order confirmation emails may be filtered into your spam or junk folder by mistake. Take a moment to check these folders in your email account to see if the confirmation email is there.
If you've checked your spam folder, waited for some time, and verified your email address but still haven't received an order confirmation, reach out to our customer support team. Provide them with your order details, including your full name and order number, and they'll assist you in verifying your order status and resend the confirmation email if necessary.
RETUNS & EXCHANGES
WHAT IS YOUR RETURN POLICY?
Return period
We use a return period of 14 days during which the customer may return his or her package without giving any reason. These 14 days start when the package is received. Please note that the return shipment must be sent back to us within these 14 days.
Return conditions
All items must be returned to us in an unworn and unwashed condition suitable for resale with the tags still attached to the item.
For items purchased in the sale, Lloex does not offer the possibility for a refund. These items can only be exchanged for an other item from the collection or can be redeemed for store credit.
HOW CAN I MAKE A RETURN?
The exchange or return of an order is very easy.
Send within 14 days after receipt of your order an email to support@lloex.com in which you indicate that you want to exchange one or more products. We will send you the return instructions right away.
WHAT ARE THE RETURN COSTS?
Return costs may vary depending on your location and the reason for the return. We advise using a tracked shipping method from a trusted carrier to ensure your return reaches us safely. Please note that return costs are non-refundable. For more details on return shipping and costs, please refer to our return policy or contact our customer support team.
HOW LONG DOES A REFUND TAKE?
We do our best to process returns as quickly as possible. After receiving your return in our warehouse we process it within 10 working days. On your track and trace that you receive with your return shipment, you can see when the package has arrived at our warehouse. From then on the 10 working days start. After the refund has been made, you will receive a message about it. Please note that it can take up to 3 days before the refund is visible on your bank account.
WHAT SHOULD I DO IF A PRODUCT IS DELIVERED FAULTY OR DAMAGED?
If you receive a product that is faulty or damaged, we're here to help! Follow these steps to resolve the issue:
1. Take a photo of the damaged or faulty product.
2. Send an email to support@lloex.com with the picture of the complaint attached. In your email, please include your order number and a brief description of the issue.
3. Our customer service team will review your message promptly and work with you to find a solution as quickly as possible.
We're committed to ensuring your satisfaction and resolving any issues with your order. Don't hesitate to reach out to us if you encounter any problems
WHAT SHOULD I DO IF I WANT TO RETURN MY ORDER OUTSIDE THE RETURN PERIOD?
We use a return period of 14 days during which the customer may return his or her package without giving any reason. These 14 days start when the package is received. Please note that the return shipment must be sent back to us within these 14 days. In the unlikely event that this does not work out, we offer you the option of exchanging the product for a replacement or a store credit. Please ask our customer service for the possibilities.
HOW LONG DOES IT TAKE FOR MY ORDER TO BE PROCESSED?
We do our best to process returns as quickly as possible. After receiving your return in our warehouse we process it within 10 working days. On your track and trace that you receive with your return shipment, you can see when the package has arrived at our warehouse. From then on the 10 working days start. After the refund has been made, you will receive a message about it. Please note that it can take up to 3 days before the refund is visible on your bank account.
JOB AT LLOEX
HOW CAN I APPLY FOR A JOB AT LLOEX?
We’re always on the lookout for passionate and talented individuals to join our team! If you’re interested in working with us, please send your resume and a brief cover letter to jobs@lloex.com. Be sure to mention the role you’re interested in, and we’ll get back to you if there’s a fit.
CONTACT
HOW CAN I CONTACT THE CUSTOMER SEVICE?
If you have any questions, don't hesitate to contact us, we are happy to help. Our experts are available 7 days a week to answer all the questions you may have.
Contact: Support@lloex.com or click here
WHAT IS THE RESPONSE TIME OF THE CUSTOMER SERVICE?
Our goal is to respond to all inquiries within 24 hours. In rare cases, such as when additional information is needed from our supplier, our response time may extend to 48 hours.