FAQ

Where are you based?


We are currently and online only Boutique, with our office based in Burton Upon Trent, UK,




Can I collect my order if I'm local?


This may be possible during quieter periods, please send us a message and we'll see what we can do!




How long will it take for my order to be dispatched?


We dispatch all orders within 3-5 working days!




Where is my order?


If you have had a dispatch notification, your order is on it's way to you. We send all parcels second class standard post, unless you have specifically paid for an upgrade. Please contact us if your parcel has not arrived after 7 working days.




Can I exchange my items?


Sure! If you would like to exchange, please ensure to send it back to us in a re-saleable condition, tags attached and unworn. Unfortunately we don't offer free exchanges, we're still such a tiny business but hope to offer this in the future. You will be required to pay for the postage both ways for exchanges. We do not offer exchange or refund on bespoke or custom made items.




My item is faulty/damaged, what can I do?


We extensively quality check all of the items we sell, however occasionally something may slip through the cracks, we're very sorry this has happened! Please contact us with images of the faulty item before you send it back to us so we can discuss the options with you.




Do you ship internationally?


Yes, we ship worldwide! Please note we only offer tracked & signed shipping internationally to ensure we can keep an eye on your parcel on it's whole journey! Due to Brexit there is still a lot of uncertainty around custom charges. At the moment, there could be customs charges on items being sent to Europe, we are unable to take responsibility for these charges unfortunately.




Do you answer order queries on Instagram DM?


We will absolutely always try to reply to instagram & facebook messages, however the quickest way to contact us is definitely via email - lolabearstudio@gmail.com




Do you have brand reps/ambassadors? How can I apply?


Currently, we only work with a select few people via instagram. We will promote on social media if we are doing a brand rep search. Please follow us @lolabearstudio