CUSTOMER SUPPORT
FAQ
POLICIES
ORDERS
ONLINE ORDER
I'M TRYING TO COMPLETE AN ORDER AND THERE IS AN ERROR MESSAGE THAT APPEARS. WHAT SHOULD I DO?
If, when trying to complete an order, an error message appears, please take note of the contents of the error message and contact us. We will be happy to help you complete your order.
CAN I CANCEL OR MODIFY MY ORDER?
Once an order is placed, it’s not possible to modify or cancel it.
We begin processing your order immediately after payment has been confirmed. Because our system processes orders immediately, we cannot modify or cancel an order once it is submitted.
However, our free return policy allows you to send back any items you don’t wish to keep for a full refund, as long as they have not been worn and the tags are still attached.
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If you have changed your mind regarding your online order and wish to cancel it, please e-mail Customer Service through our Contact US page. A JekyllHYDE Apparel Team Member will be able to help you with the cancellation process.
NOTE > **We cannot make changes to an order once it has been shipped!**
DISCOUNT CODES AND PROMOTIONAL CODES
Please note that all discount codes and promotional codes do not apply on sales items, nor can they be combined with any other special offer.
If you received a discount code and/or a promotional code and are experiencing any problems applying the code to your order, please contact customer service before you place the order. The discount code and/or promotional code cannot be applied by customer service once the order has been placed.
You can submit a request to contact our customer service department : www.lolelife.com/en-ca/contactus
PRICE MATCH AND ADJUSTMENT
Lolë will not match prices with other companies.
Prices on the lolelife.com website are subject to change. Prior purchases are not eligible for price adjustments.
Processed orders cannot be modified or adjusted. Purchases made during promotional events are not subject to price adjustments (online and in store).
WILL I RECEIVE AN EMAIL CONFIRMATION OF MY ORDER?
When you complete an order on www.lolelife.com, an order confirmation page will appear with a confirmation number. We kindly ask that you take note of the number.
You will also receive an email confirmation of your order. We ask you to review the information on the order such as:
- Verify that the shipping address is correctly written
- The name on the order is correct
If any of the information is incorrect, please contact customer service immediately that way the team can try their best to correct the information before the package leaves our warehouse. You can contact customer service via email: customerservice@lolelife.com
WHAT HAPPENS IF I PLACE AN ORDER AND THE ITEM IS UNAVAILABLE?
If you have purchased an item that becomes unavailable, you will be notified about the unavailability by email and immediately refunded for the item on your original method of payment. Your invoice will be adjusted to reflect the unavailable item.
At times, our web inventory may not correctly reflect the inventory in our warehouse. We do apologize for the inconvenience this may cause.
HOW CAN I CHECK THE STATUS OF AN ONLINE ORDER?
If you created an account or already had an account when you placed your order, you will be able to log into your account to check the status of your order.
If you completed the order as a guest, you will not be able to check your order status through our website, however you will receive email notifications updating you about your order every step of the way. Once you receive the shipping information email, you will be able to follow the status of the package by clicking on the tracking number.
For more information about tracking your package please view article "How do I track my order?".
MY BILLING ADDRESS AND CREDIT CARD ARE FROM ANOTHER COUNTRY. CAN I STILL PLACE AN ORDER?
Your credit card and billing information needs to match the website you are visiting.
If you are trying to purchase from the Lolë Canada website, you will need a credit card with a Canadian billing address. The same rules apply for all of our international online stores.
To verify the country of the Lolë web store you are visiting, simply check the top right-hand corner of your screen, the country will be indicated beside the yellow arrow.
If you wish to change the country, please click on the yellow arrow. A drop-down menu will appear with the available counties. Please select the correct country and language.
HELP! I CAN'T CHECKOUT
Not being able to checkout is usually due to one of three things. The first and most common is you've entered your shipping address incorrectly. The system will not let you check out if the address is deemed "undeliverable". The second issue is you have not checked the "I agree to the terms and services" box, you will find this box on the bottom of the shipping address page. Lastly, sometimes all you need to do is refresh your browser or shut your browser down and start again.
I DIDN'T GET A CONFIRMATION OR TRACKING NUMBER
Yes, you did. Everything is automated so as long as your order went through, you got one. However, confirmations and tracking numbers get sent to the email you entered at the time of checkout. So if you accidentally hit a wrong letter or number in your email address, well that's where it went. It could also be in your spam folder.
ORDERS
PAYMENT
WHAT ARE YOUR ACCEPTED METHODS OF PAYMENT?
We accept credit card payment from the following cards:
Visa, MasterCard, American Express
We also accept alternative methods of payment:
Visa Debit, Paypal, Shopify Pay, Apple Pay
*Please note that if a purchase was made with a prepaid Visa or MasterCard, you will need to keep the card in case of return. All refunds will be issued to the original method of payment.
IS IT SAFE TO PROVIDE MY CREDIT CARD AND PERSONAL INFORMATION ON YOUR WEBSITE?
Your transactions on the site are protected because we use a secure website. We do not keep our client's credit card information.
WHEN WILL MY CREDIT CARD BE CHARGED?
Once you submit your order, we will contact your bank to get approval for payment. A pre-authorization hold may appear on your credit card. We will send an email once your order has shipped and your card has been charged.
WHAT CURRENCY IS THE SITE IN?
All prices and dollar amounts on the JekyllHYDE Apparel website are presented in US Currency. Your bank may charge you an additional international transaction fee when buying or shipping internationally. For more information, please check with the bank that issued your credit card.
ORDERS
SHIPPING
SHIPPING METHOD AND PRICING
We offer free standard shipping and returns on orders of $99 and up before taxes, exceptions may apply*. Every package will include a packing slip as well as a prepaid UPS return label. Note that shipping costs are not refundable on the initial order/return. Please keep both in case of a return. For more information on how to process a return please click here.
ITEM AVAILABILITY
Unfortunately, the availability of products on our website is not updated in real time. It is therefore possible that a product will be displayed as available at the time of placing your order but is no longer available when preparing your order.
If this happens, you will receive an email to notify you and will be immediately refunded for this item on the same payment method you used at the time of purchase and we apologize for any inconvenience incurred by this situation.
Since availability on our site is in constant motion, it is possible that a product that was no longer available will become available again following feedback received. We invite you to visit our site periodically.
MULTIPLE SHIPMENTS
Please note that you may not receive all your items in the same package. If your items ship separately, you will receive two tracking numbers within the shipping email. Please click on "view your order" to be redirected to the tracking information.
COURIER AND ADDRESS INFORMATION
USA
The address entered must be a valid American address and cannot be changed once an order has been placed. PO boxes are not accepted. We do not ship to Puerto Rico.
Canada:
Orders placed will be shipped via UPS.
WHERE DO YOU SHIP ?
EYR can ship to the following countries, some exceptions may apply.
North America
Canada and USA – except Puerto Rico
WHAT SHIPPING OPTIONS DO YOU OFFER?
All orders are prepared and shipped only during business days. Holidays may affect the delivery schedule. In most cases, orders will be prepared and shipped 2-3 business days following the date they were placed.
Standard orders arrive 5-7 business days from the shipped date
Express orders arrive the following business days from the shipped date*
An email will be sent to you with all necessary delivery information once the order has shipped.
*Express shipping is offered weather permitting. All orders placed after noon ET will only ship the next business day and delivered the following business day. Orders that are placed on weekends (Saturdays and Sunday) will only be prepared and shipped the following business day.
HOW CAN I TRACK MY ORDER?
When your order has been prepared, we will send you an email with a UPS tracking number that you will be able to use on the UPS website to follow your order.
Tracking information on the UPS website will be updated only once the order has been picked up. For more details: https://www.ups.com/track?loc=en_CA&requester=ST/
I DID NOT RECEIVE MY PACKAGE. WHAT SHOULD I DO?
If you have not received your order, please make sure to check the progress of your order on the UPS website with the tracking information you received by email.
We encourage you to check with family members, as well as neighbors to see if they recovered the package for you.
*Please note that the package is at times delivered to a UPS Access point and not to your residence. This information will only be indicated by checking the tracking status of your package. Unfortunately, UPS does not leave a notice at your door providing this information.
If the information provided on the UPS website is not sufficient or erroneous, please contact us:
Contact Us
HOW LONG BEFORE MY ORDER SHIPS?
We ship out all orders everyday, Monday through Friday up until 2:00pm Eastern Standard time. We also ship Saturday but there is no specified cut off time for Saturdays. We do no ship Sunday.
HOW ARE SHIPPING FEES DETERMINED?
Shipping fees are based on the weight, shipping method, and destination of your order.
CAN I SHIP TO P.O. BOXES OR TO APO/FPO ADDRESSES?
Yes, you can ship to P.O. boxes as well as APO/FPO addresses by selecting the USPS shipping option.
DO YOU SHIP INTERNATIONALLY?
Yes. However, because shipping costs vary for every location outside of the U.S. there are many countries we currently DO NOT deliver to. Point being, if you are a customer interested in international shipping, cost will be calculated for you at checkout and will vary greatly depending on the shipping zone in which your country falls and the weight of the package.
WHAT ABOUT INTERNATIONAL TAXES AND DUTIES?
Duties and taxes vary by country and the items ordered so we are unable to provide an estimated cost but it is the responsibility of the purchaser. Please contact the customs office in the destination country of your order for information regarding applicable duties, taxes, and other fees. We are required by law to disclose the full value of the package contents and cannot alter this value. If an international order is placed on jekyllhydeapparel.com and then refused, you will be responsible for the original shipping costs, as well as any duties, taxes and/or customs charges that are incurred in the shipping process. If you have any questions regarding shipping, please contact tim.vandeusen@jekyllhydeapparel.com.
ORDERS
RETURNS AND EXCHANGES
WHEN WILL I GET MY REFUND ?
Once your return has been received at our warehouse, it will be processed in a timely manner*. You will then receive an email notification once the refund has been issued.
Please note that return can take 5-10 business days for the amount to appear on your credit card statement.
*Delays are to be expected during sales periods and the Holidays
ARE RETURNS FREE ?
Please visit www.lolelife.com/returns to initiate the return process. Once completed, a UPS return label will be generated for you. When we receive your parcel, a refund notification will be sent. All orders are refunded using the original method of payment.
Please contact customer service via email: www.lolelife.com/en-ca/contactus if you have any questions or concerns.
* Some geographical areas may be excluded from this offer. One (1) free return per order. Other conditions may apply.
HOW CAN I EXCHANGE AN ITEM ?
Unfortunately, we are not able to offer an exchange for items purchased online. You may return an online order within 30 days from the date that you received your package via UPS as long as you have not worn it or altered it and the hang tags are still attached. All returned items will be refunded once received at our warehouse. If you wish to purchase a new size and/or colour, we encourage you to place a new order.
If the item you purchased is no longer available at the same price or was purchased using a promotional code, please open a request: www.lolelife.com/en-ca/contactus before returning the item. We will provide you with a new promotional code to apply to the item being exchanged*.
*NOT APPLICABLE ON BLACK FRIDAY/CYBER MONDAY AND BOXING WEEK SALES
HOW CAN I RETURN AN ITEM ?
ALL ITEMS RESPECTING THE LOLË RETURN POLICY CAN BE RETURNED.
You can return multiple orders in a single package. Please provide the purchase orders corresponding to the returned items. To return your item(s), simply follow the instructions below within 30-days of receiving your order:
Go online to Lolë (lolelife.com) to initiate your return.
Provide us with the reason for the return.
After review of your return is accepted you may receive a prepaid shipping label (certain country exclusions apply).
Repackage carefully with all the original hangtags and packaging and apply your shipping label to the reusable bag or box.
Please include a copy of your Lolë packing slip within the package.
Drop it off at your nearest UPS location (Canada& US only) or other carriers location.
A refund notification will be sent once the return has been processed at our warehouse.
Be sure to enter the order confirmation as the order number and the email address you used to receive the order details.
WHAT IS THE EYR RETURN POLICY ?
To process a return from our online store, items have 30 days from the purchase date or reception via UPS. Returned items must meet the following conditions:
items need to be unworn
original selling condition
all tags still attached
Please note that this policy also applies to sale and clearance items.
For hygienic and health reasons, facial masks and all yoga accessories will be a final sale. This includes yoga mats, foam rollers, yoga blocks, balance balls, resistance bands and water bottles. Returns will only be permitted if the item is unopened and in its original packaging.
For swimwear, the protective lining sticker is required for return or exchange.
Merchandise purchased at a discount of 60% or more are final sale. No refunds, returns, or exchanges will be accepted for these items. These items will be listed as final sale in the cart.
**Exceptions may apply. Please note returned items must be purchased through our online stores. Refunds cannot be issued from 3rd party retailer purchases. Purchases made during promotional events are not subject to price adjustments (online and in store). Shipping costs are non-refundable.
ORDERS
GIFT CARD
I RETURNED AN ITEM THAT WAS PURCHASED WITH A GIFT CARD. CAN YOU REFUND MY CREDIT CARD? CAN I USE THE GIFT CARD AGAIN?
Unfortunately, we are unable to issue a refund on your credit card if the purchase was placed with a gift card. All returns are refunded directly to the original method of payment used at check out.
If the purchase was placed with both a credit card and a gift card the refund will be issued accordingly.
WHAT HAPPENS IF I LOSE MY GIFT CARD OR STORE CREDIT?
If you have lost your gift card, please contact customer service or the store where the card was purchased and we will try to locate the card information for you.
If you had a store credit for a specific Lolë Atelier, you will need to contact the store directly if it is lost.
DO THE EYR GIFT CARDS HAVE AN EXPIRATION DATE?
Lolë gift cards do not have an expiration date and can be used just as the other payment methods accepted on our website.
CAN I PURCHASE A GIFT CARD ONLINE?
Lolë gift cards are available online. Click on the following link to purchase it!
https://www.lolelife.com/en-ca/gift-card
Terms of Use
HOW TO APPLY A EYR GIFT CARD OR A DISCOUNT CODE TO A PURCHASE
You will need to insert the number within the “Gift card or discount code” section at checkout time and click on the APPLY button.
Make sure there is no space before and after the numbers.
If after clicking on the “APPLY” button the gift card deduction is not showing within the invoicing information right below, please do not continue with the checkout process and contact customer service. We will not be able to credit the gift card once the order has been processed.
We cannot apply the discount once the order has been processed.
Please don’t hesitate to contact us if additional information is required.
WEBSITE