FAQ’s

General

How do I search for products?

You can search by category using the drop-down menu at the top of the page, or for a colour search, click on the magnifying glass and enter your colour preference. .e.g. Pink

How do I subscribe to LaGela Shoes?

It’s easy, you register here Shoenews.

What method of payments do you accept?

We currently accept, Mastercard, Visa, American Express, Apple Pay, G Pay & Paypal. We do not charge a surcharge to use any of these methods; however, your financial institution may charge fees. Payment methods can also be viewed via the listing in the footer of our website.

Stop sending me promotional emails.

We are sorry to hear this, you will find the link at the bottom of the promotion email and it will take you to our unsubscribe page. It may take up to 7 days for your details to be updated.

Website isn’t working or letting me log into my account

If you are experiencing issues with our website, please try these suggestions. Try using a different device or web browser to see if you are having the same issue occur. Try cleaning the cookies and cache of the device having the problems. Shut down and restart the device. Should the issue still exists, please contact us at admin@lagelashoes.com with details of the problem, and we will aim to resolve it as soon as possible.

My Order

Can I cancel my order?

Orders are processed several times a day so there is only a small time frame in which you can cancel your order. Please contact us immediately at admin@lagelashoes.com to request to have your order cancelled; this is not a guarantee your order will be able to be cancelled, you will be notified.

I entered the incorrect address.

If you have put the incorrect address, please contact us immediately at admin@lagelashoes.com with the subject line: Incorrect address & your order number. Please advise your correct address in the email along with your order number.

There is no guarantee that your address will be able to be updated, but we will do our best and notify you. If it is too late and we are unable to update the delivery address, you will have to make arrangements with the address given that you are notified when the package arrives. It is solely your responsibility to provide the correct shipping details at the check out process. Should the delivery company be unable to deliver due to an incorrect address and the products are returned you will be liable for the return shipping costs. If a refund is requested instead of reshipping the products, there will be a 20% restocking fee.)

I ordered the wrong product/colour/size!

We can not guarantee any changes can be made to your order once it has been processed, however, please contact us immediately admin@lagelashoes.com so we can see if your order can be updated. Please ensure the order number and product details are included that require changing.

Received incorrect product.

If the product you received is incorrect to what you believe to have ordered, please contact us immediately at admin@lagelashoes.com so we can arrange for the goods to be returned and the correct product sent.

I didn’t receive all my order.

If you had multiple products in your order, they may have been dispatched separately. Check your dispatch notification and see if it matches the products received. Should there still be a discrepancy, please contact us immediately at admin@lagelashoes.com so we can look into this further for you. Please supply your order number, the product name and number of the missing product and any other details you think are relevant.

My product arrived damaged/faulty.

If you think your product is damaged or faulty, please contact us immediately at admin@lagelashoes.com along with photos, description and order number so it can be resolved as soon as possible.

Promotional/Discount Code

Which section do I enter my Gift Card or Discount Code?

The Gift card or discount code box is at the checkout stage where you enter your address. Then enter the code in this box and hit apply, make sure it applies before proceeding to the next stage.

I forgot to enter my Gift card/discount code or store credit to my order.

Store Credits, Coupons & Discount Codes must be redeemed at the time of checkout and can not be refunded after payment is processed.

Can I use multiple promotional/discount codes on my order?

Only one promotional/discount code can be used per order.

Can I exchange?

We can only offer exchanges on a different size and not a different product. Products must be returned prior to the exchange product being sent. You can still return the product and get a credit and use the credit to re-order the product you wanted to exchange for.

My purchase is now on sale, can I be refunded the difference?

Ah sorry, but sale and discounted prices are only honoured at the time of purchase, and the difference can not be refunded.

Shipping

Where do you ship to?

Currently we ship to Australia (AU), Canada (CA), United Kingdom (U.K) and United States (U.S).

How much is shipping?

We offer free shipping to Australia (AU), Canada (CA), United Kingdom (U.K) and United States (U.S) – please refer to our Shipping & Delivery Policy for further details.

My orders shows delivered, but I don’t have it?

Your parcel may have been put in a safe place outside your door or near your mailbox, please check around first. Track your package for the delivery date and see if there was a signature or name that signed for the delivery. Contact the delivery company directly with the tracking number for further details on where the item was left. If you still have not located your order, please contact us at admin@lagelashoes.com with your order number, tracking details and whatever information you have relevant.

When will my order be shipped?

As some of our products are handmade, please allow up to 2 – 5 business days for your order to be shipped. Orders placed over weekends or public holidays the processing time won’t commence until the next business day.

How long does shipping take?

Please refer to our Shipping & Delivery Policy.

Where are the tracking details?

You will be notified by email of your tracking number once your order has been dispatched, you may have multiple tracking numbers so check your dispatch email when it arrives. It may take up to 5 days for the tracking details to register and traceable. Track your order here.

Returns

How to return my order.

We offer a 10 day free return policy but don’t worry, you can still return your return after this time – please refer to our Refunds & Returns Policy for full details.

How long will my return take to process?

Please allow up to 48 hours after we have had confirmation from our warehouse for your refund or replacement product to be processed. You will be sent a notification. Please refer to our Refunds & Returns Policy for full details.

My product was on sale can I still return it?

Yes, most products are still returnable if on sale unless otherwise stated.

What packaging do I use to return my products?

Products themself must be returned in original packaging. The outer packaging can be anything as long as it keeps the product safe, dry and secure from damage – please refer to our Refunds & Returns Policy for full details.

Do I give the gift back?

No, if you received a free gift with your order, this is yours to keep.

Tracking my return order?

Use the tracking number given to you when you return your order.

Sizing

What sizing are your shoes?

Please refer to our Sizing & Style Guide.

Where’s the size guide?

You can find our Sizing & Style Guide here, also each style will have its own individual shoe size guide included. You must refer to both these guides when choosing your shoe size.

How do I choose my size?

For help finding the right shoe size, please refer to our Sizing & Style Guide here. If all else fails email us admin@lagelashoes.com with your foot measurements and we will assist with choosing the correct size.

Oh no, you are sold out of my size!

Once a product is sold out, restocking will be unlikely, but anything is possible with popular demand. You are always welcome to send us an email at admin@lagelashoes.com of the product details and item number with requested shoe size and we will look into and notify you once we have further information.

I’m having trouble finding a product I was looking at?

Once a product is out of stock, it is automatically removed from our site. If you have the product name or details, size and colour we are happy for you to email us at admin@lagelashoes.com and we can look into and see if we are expecting to get the item back in stock.

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