FREE DELIVERY AS STANDARD ON ALL UK ORDERS  

FAQs

Customer FAQs

Where's my order?

If you wish to enquire about an order, please contact the Seller concerned by navigating to the relevant Seller Collection page on the Lobella Loves site and clicking on the ‘Contact Info’ tab.

If you email us about an order we'll ask you first to attempt to contact the Seller. Our Sellers are expected to maintain high standards of customer service and should reply promptly. However, we will always be happy to help should you need our support after you have contacted the Seller directly.

How do I amend my order?

To change details of your order, including your delivery address, please contact the Seller directly by navigating to the relevant Seller Collection page on the Lobella Loves site and clicking on the ‘Contact Info’ tab.

How do I contact the Seller?

If you have any questions about any product on the site, please navigate to the relevant Seller Collection page and click on the ‘Contact Info’ tab.

I have received a gift that was purchased from Lobella Loves and I have a question about the item. How do I contact the Seller?

To contact the Seller about your gift, please find the item you have received on the website and navigate to the Seller Collection page and click on the ‘Contact Info’ tab.

If you can’t find your item, please contact customer services who will be happy to help at hello@lobellaloves.com.

General enquiries

How can I contact you?

Please visit our Contact Us page to see the way you can get in contact.

How does Lobella Loves work?

Everything you see on Lobella Loves comes direct from the very best and most talented businesses that design, create or source it. We bring these unique businesses together under one roof making it easy for you to discover beautiful little treasures for your little loved ones. We aim to take the stress out of finding enchanting and make finding enchanting gifts a breeze, giving mums the greatest gift of all – the gift of time!

Whether the items you're buying are coming from one or several Sellers, you pay for them all in one simple secure checkout. And standard delivery comes free of charge to all UK mainland addresses. Once your order has been placed, each Seller will contact you separately to confirm that your order has been accepted and again when your items are on their way to you.

How do I find things on the site?

We've made it easy for you to find exactly what you're looking for with our browse and search facilities. If you're looking for a specific item, why not use the search bar at the top of any page on the site? Simply enter your search term and click 'go'. You can also find any Seller collection by entering their name in the search bar.

Otherwise, browse our key Categories by clicking on the cute little icons for inspiration. Each Category has further sub-Categories making it really easy to find your way around. Our Gifts section is full of top gift ideas if you're stuck for inspiration, whether it’s a birthday present, a baby shower gift or a treat for a little person or for maybe something just for you!

Why should I create an account with Lobella Loves?

We ask you to create an account with us in order for you to store addresses to save time in the future, track the status of your order, view your order history, and create and publish a wish list. It also allows us to stay in touch with you and offer you unique offers and inside VIP treatment.

How long will delivery take?

Delivery times vary according to each Seller. Delivery and dispatch information is displayed on each product page and sellers will provide you with tracking information once the order is shipped.

Is your site secure?

At Lobella Loves we ensure that we offer all our Customers the highest level of security possible on all orders. We are verified daily by McAfee Secure, certified as providing the highest level of protection for customers. Customers have the option of paying via Stripe, an industry certified secure and encrypted payment gateway, which incorporates the Verified by Visa and MasterCard SecureCode processes; or PayPal, an industry leading payments provider that offers 24-hour monitoring and advanced encryption. Lobella Loves is one of a number of stores providing this added security for customers to give you peace of mind when shopping online. 

Technical

My basket keeps emptying. How can I stop this?

We are sorry you are having trouble keeping items in your basket. It may be an issue with the cookies on your browser – they may not be enabled or may need deleting. Cookies allow our site to remember what you have added to your basket. To delete your cookies, please go to your browser settings and select 'delete cookies/history'. To enable cookies, please go to your browser settings and select 'enable cookies' for www.lobellaloves.com. Alternatively it may be that JavaScript is not running. To enable it, please follow the steps appropriate to your browser from this link: www.enable-javascript.com/. If you are still having trouble, we find that Google Chrome works best with our site.

My Orders

If an error page appears, how do I know if my order has been successful?

If you have any doubts about whether an order has been successful, you can check by logging in and clicking on the 'My Orders' link in the 'My Account' icon at the top of any page on the site. If an order has been successful it will appear there.

When will my order be dispatched?

The estimated dispatch time for each product is stated on the relevant product page.

How can I track my order?

If a Seller has sent an item by tracked delivery you will find this information in your Order Dispatched email.

Can I see my purchase history?

Registered Sellers can simply log in and click on the 'My Orders' link in the 'My Account’ icon at the top of any page on the site to see a list of all the orders you have placed with Lobella Loves.

I've forgotten my password. What do I do?

Simply click on the 'Forgotten Password' link from the sign in page. This will explain how to reset your password.

Delivery

How long will my order take?

Delivery and dispatch times vary according to each Seller and by product if customisation or manufacturing time is required. Individual delivery information is displayed on the product page. To avoid disappointment, please ensure you check the individual product page before you purchase.

Can I get next day delivery?

Individual delivery information is displayed on the product page. If a seller offers expedited or next day delivery charges will apply. To avoid disappointment, please ensure you check the individual product page before purchase.

How much do you charge for delivery?

Standard delivery services to UK mainland address are free of charge. Additional delivery services, such as Next Day expedited delivery and International Shipping will vary according to each Seller. Delivery information is displayed on the product page. To avoid disappointment, please ensure you check the individual product page before you purchase.

Payment Processing

What payment methods do you accept?

Lobella Loves accepts Paypal and Stripe (Mastercard, Visa, American Express, Apple Pay)

Please note that while Lobella Loves endeavours to have all of the above payment methods available at all times, this cannot be guaranteed as these are services provided to us by third parties. Please review the payment methods available at the checkout for a complete list of options available to you at the time of purchase.

Why does my payment need to be verified when paying with credit or debit card?

This is a simple security procedure put in place by your bank, card issuer or payment service provider to insure against internet fraud. It really is nothing to worry about as it is there to protect you. You simply need to enter the required details. If you have not yet registered your card for this security check, you will be prompted to do so. If you have any further questions regarding either Mastercard Secure code or Verified by Visa, please get in touch with your bank or card issuer.

I have made a purchase on Lobella Loves from a non-UK bank account. Why is there an additional charge on my statement?

When you make a purchase on Lobella Loves using a non-UK bank account your bank may charge an international transaction fee. This is not a charge imposed by us, and is unfortunately out of our control.

Refunds and Returns

What is your returns policy?

Please see the Lobella Loves Delivery and Returns policy which can be found on the homepage. Please note that each Seller has their own returns policy which can be viewed on their collection page which may differ to Lobella Loves’ standard policy. Not all products are returnable, so please do read both Lobella Loves and the Seller's own returns policy before ordering.

How do I return my order?

Please see Lobella Loves Delivery and Returns Policy which can be found on the homepage.

Who do I return my order to?

Always return your item to the returns address given by the Seller. Please do not return items to Lobella Loves. We cannot be held responsible for any items returned to Lobella Loves.

How long do I have to return it?

Unless stated otherwise in the Seller's returns policy, you will have 30 days to return an order. Please contact the Seller to agree return of the items before posting back to them.

Will postage costs be reimbursed?

The costs of return postage will be at your expense unless the goods are faulty or the Seller in question offers a 'free returns' service.

When will I be refunded?

Refunds or exchanges will be made to you within 30 days of receipt of the returned goods, provided you have followed all of the procedures and timeframes set out in Lobella Loves Delivery and Returns guidelines.

I haven’t received my refund

If you have received an email from us notifying you of our approval of your refund and waited 30 day and haven’t received a refund yet, first check your bank account again; it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done this and you still have not received your refund yet, please contact us at hello@lobellaloves.com

Can I exchange items for anything else on the site?

You can only exchange items for other items provided by the same Seller.

Have my returned items reached the Seller?

For information about whether items have arrived at the return address, please log in to your account and contact the Seller directly by navigating to the Seller Collection page on Lobella Loves and clicking on the ‘Contact Info’ tab.

If you email us about an order we'll ask you first to attempt to contact the Seller. Our Sellers are expected to maintain high standards of customer service and should reply promptly. However, we will always be happy to help should you need our support after you have contacted the Seller directly.

Last updated MAY 2017