Customer Help

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

How can we help?

FAQ

General

I'm a blogger, how can i work with lamoda

We’d love to hear from you, please drop us an email to bloggers@lamoda.co.uk

Help! I have not received my order

All orders are tracked to ensure you can keep an eye on this! We try our best to make sure deliveries keep within the estimated delivery timeframes.
Please check the latest status on your tracking information in your shipping email. If you cannot find your tracking details or you’re unsure of the tracking please use the contact page – we will be able to provide the latest update.

Can i track my goodies?

All UK and international orders are tracked, once your order has been dispatched, we will send you a shipping email to let you know, from this you will be able to keep track of your order.

How do i return an item?

Not right? Returns are super simple. See our returns page for more information.

Shopping

I missed out! are you getting more stock?

Please subscribe to the restock notification on the product page to receive an email as soon as your dream shoes get back in stock !

Do I need an account to shop?

You don't need an account to shop with us, but signing up gives you the option to add items to your wishlist & view your order history. You'll even get a birthday surprise !

Why isn't my discount code working

Promo code not working? It could be because:

  • You have applied it before! Codes can only be used once. This includes our free delivery codes.
  • Each code has its own T&C;’s. Ensure you check when you have received any codes as many of them will have an expiry date and will be valid on certain items.
  • T&C’s for each code can be found via email or on our website.
  • Still not seeing your discount? Email us at customerservice@lamoda.co.uk, we are always happy to help!

Payment

What payment methods do you accept?

We accept payment from all major debit or credit cards, as well as payments made by PayPal, and Klarna.

What currencies do you accept?

We accept payments in Pounds Sterling, US Dollars, AUS Dollars, and Euros. Hit the £ at the top right to select your preferred currency.

Why has my payment failed?

Your order will only be confirmed if the payment has been successfully processed. First check if any card details have been entered incorrectly, please try again and double check the information you are inputting. Drop us a email to customerservice@lamoda.co.uk if you would like any help with this.

Klarna

How is my statement sent

If you chose to pay after delivery, Klarna will send you an email with instructions on how to make the payment and a link to the payment page. Simply enter your statement number into the payment page and follow the instructions. If you do not have your statement number to hand, please contact Klarna Customer Service.

How does klarna pay after delivery work?

After LAMODA has acknowledged your order, you will receive an email from Klarna with payment instructions, telling you when and how you will need to pay.

What do i need to provide when i make a purchase?

If you want to make a purchase with Klarna you need to provide your mobile phone number and your e-mail address. The mobile number is required in case we need to reach you. All statements will be send to your email address. It's very important, that you give Klarna the correct details, as otherwise you will not receive the payment information and so be liable for delayed payment fees.

What are my payment options with klarna?

You can pay with debit or credit card (Visa/Mastercard) immediately in the checkout or take advantage of Pay After Delivery payment option, where you can pay for the goods once you have received them via debit card or bank transfer.

How does the payment page works?

If you have received your goods and want to pay your statement, go to payment page payeurope.com and sign in with the statement number (provided in the email) and the email address you entered upon ordering. If you do not have your statement number to hand, please contact Klarna Customer Service..

I haven’t received an email with my statement/payment information

Please contact Klarna Customer Service. They will be able to provide you with the payment details. Please see below for contact info.

Can I postpone my due date?

You can contact Klarna Customer Service to see if it is possible to postpone the due date on your payment. See below for contact info.

Have you received my payment?

After Klarna has received your payment, they’ll send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, please get in contact with Klarna Customer Service with a proof of payment.

What should i do if i want to cancel my order?

If you would like to return goods or cancel your order, please contact us at customerservice@lamoda.co.uk. You should also contact Klarna Customer Service who will make any necessary adjustments to the statement and provide further help if needed.

I have cancelled my order, how long will it take until i receive my refund?

As soon as LAMODA have registered your cancellation or your return, the repayment will be processed within next 14 days.

What happens to my invoice when i’ve returned the goods?

Once we have received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed.

I’ve received an invoice, but i’ve not yet received my goods.

You should of course not pay your statement until you've received your goods. In this case, we would ask that you contact us and get an update on your order. You should also contact Klarna Customer Service so that they can postpone the due date on your payment.

How will i be refunded?

If you have paid for your order with card, the refund will be made back to the same card.

Do you have any questions regarding your Klarna payment?

Visit Klarna at https://www.klarna.com/uk/customer-service or please call Klarna’s Customer Service.
It is open 7 days/week:
Monday - Friday 9.00 AM - 9.00 PM
Saturday - Sunday 9.00 AM - 6.00 PM
08081893333
020 300 50 833

Order

Can I amend/cancel my order?

First things first… ALWAYS check your order before proceeding to check out! If you need to amend or cancel your order email us within 60 minutes of completing your order.Please note due to restraints amendments and cancellations are not guaranteed.

ASAP at customerservice@lamoda.co.uk and we will try to solve your issue!

THESE AREN’T MY SHOES…
We are sorry that these things happen, but sometimes they just do! If you have received the wrong shoes please email us ASAP at hello@lamoda.co.uk with the following details:

  • Full name
  • Order number
  • Photograph of the incorrect shoes
  • Style of shoe and size you ordered
Where is my order confirmation?

Once you have placed an order, you will receive a confirmation to the email address you provided at checkout. If for some reason, you did not receive this email, don’t panic! Please check your spam/junk folders before contacting us.

Will I be charged customs?

Custom or Import Charges are charged once an item has arrived in its destination country. Sadly, we have no control over what these charges are, as Import and Custom policies vary from country to country.
It may be best to find out what these charges may be before you place your order. Custom or Import Charges are not applicable for the UK.

My item is faulty

We are so sorry about this, please use our contact form asap and within 7 days of receiving your order, please include a photo of your item and our customer care will advise on the next steps.

I’ve receieved an incorrect item

This should not happen however we want to sort out any issues with incorrect items straight away.
Please use the contact page or email us at customerservice@lamoda.co.uk with your order number, and a photo of the incorrect item.

Delivery

What delivery options do I have?

UK
UK Standard - £2.99 2 - 3 working days
UK Next Working Day - £4.99 Next working day delivery (order by 3.00pm Mon - Thurs)
UK Saturday Delivery – Saturday delivery (order by 3.00pm Friday)
INTERNATIONAL
Standard delivery (more info? Please click here!)
Fedex Next Day - (availability dependent on country, please see checkout for availability)

Can I track my goodies?

All UK and international orders are tracked, once your order has been dispatched, we will send you a shipping email to let you know, from this you will be able to keep track of your order.

I’m not going to be in when my parcel is delivered – what should i do?

UK STANDARD
- you should receive a calling card if no one is available to collect your parcel, from this you can either rearrange delivery or collect from your local delivery office the next working day.
UK NEXT DAY/SATURDAY
The driver will automatically try to leave your parcel with your neighbour if you're not in – if not possible a ‘sorry we missed you card may be left’ with options:
- change delivery date
- collect from nearest DPD Pickup Shop
- deliver to a preferred neighbour
- have parcel delivered to your designated safe place at your address
INTERNATIONAL
Don’t worry if this isn't possible as our carrier usually tries to deliver more than once.
Alternatively they'll leave a card confirming that they've either left it with a neighbour, left it in a safe place, when they will try to redeliver or give you details on how to collect it.

Help! I have not received my order

All orders are tracked to ensure you can keep an eye on this! We try our best to make sure deliveries keep within the estimated delivery timeframes.
Please check the latest status on your tracking information in your shipping email. If you cannot find your tracking details or you’re unsure of the tracking please use the contact page – we will be able to provide the latest update.

Return

What is your return policy?

You can return your item within 14 days of the date you received your order, provided the product is in its original, unused condition and in the shoe box. Please see our returns page for more info.

Will my original delivery costs be refunded?

We do not include delivery costs in your refund.

How do I return an item?

Not right? Returns are super simple. See our returns page for more information.

Can I exchange my item?

UK
Size not right? Good news is we offer free exchanges for UK customers. Please see our returns page for more information.
INTERNATIONAL
We don’t currently offer exchanges for our international customers. However, if you'd like to change your item we can suggest returning for a refund and placing a new order. Please see our returns page on how to return.

I’ve lost my returns form/label!

No biggie! Please use the contact page or email us at hello@lamoda.co.uk and we’ll send you a new returns form/returns label.

Get in touch

Have questions about your order, or a general enquiry?