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.

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!**

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 

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).

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 

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.

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?".

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.

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.

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.