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Customer Service

Need advice on fit, style or size?

FAQs

Store
  1. Where is the store located?
  2. What are my delivery options when shopping in-store?
  3. How do I book a Personal Shopping Appointment?
  4. What is your refund policy in-store?
  5. How can I pay in-store?
  6. Can I still shop duty-free in-store?
  7. Click & Collect Options?
  8. Can I try my order when I pick up and return it if the sizing is not correct?
Ordering online
  1. What do I do if I have forgotten my password?
  2. How can I find the product I want?
  3. How can I select the best size for myself?
  4. How do I cancel my order?
  5. I've added the incorrect shipping address, how do I change it?
  6. From where do you ship?
  7. What type of online payments do you accept?
  8. Can I claim the VAT back on online purchases?
  9. When will my order be delivered, and can I track them online?
  10. How can I return my online order?
  11. How long does it take to get a refund?
    Shipping and delivery
    1. How do I track my order?
    2. How many days does it take for my order to arrive? OR What happens if my delivery is late?
    3. What happens if my order is on hold at customs?
    4. When will I receive my order?
    5. Where do we deliver?
    6. Can I collect my order in store?
    7. Can I ship my order to another country?
    8. How much duty and tax will I have to pay?
    9. How much do I pay for shipping?
    10. I received my order but one or several items are missing?
    Payment
    1. What payment methods are accepted?
    2. Is it safe to use my credit card online at LABOUTIK?
    3. In which currency will my purchase be made?
    4. When will I be charged?
    5. Can I save my card details?
    6. Why was my payment declined at checkout?
    7. Can I claim a tax refund on a purchase made online?
    8. I have a gift card certificate. How can I use it?
    Pre-Orders
    1. When will my pre-order ship?
    2. When will I be charged?
    3. What happens if I order in-stock and pre-order items?
    4. What happens if I order multiple pre-order items?
    5. What if I want to return a pre-order item?
    Returns and exchanges
    1. How do I return or exchange an item bought online?
    2. I have received a faulty product, what should I do?
    3. Can I exchange for a more expensive product?
    4. I want to return something but I checked out as a guest / don’t have an account. What do I do?
    5. Can I return or exchange my online purchase in store?
    6. How can I return an item purchased in-store?
    7. How can I return an item purchased online that I chose to collect in-store?
    8. Will I be refunded for the full amount of my order?
    9. When do I get my refund?
    Customer Service
    1. How do I receive the latest information from LABOUTIK?
    2. How do I contact customer care team?
    3. I no longer want to receive LABOUTIK newsletters. How do I unsubscribe?
    4. How fast will I receive a reply to my inquiry?
    Order and tracking
    1. Can I change or update my order?
    2. When will my order be shipped?
    3. Where is my order?
    4. Can I add items to my order?
    Size and fit
    1. What size should I order?
    2. If an item is out of stock, how can I be notified?
    3. Where can I find the measurements of the clothes?
    Gift Cards
    1. Where can I buy LABOUTIK Gift Card?
    2. Are Gift Cards refundable?
    3. How does a Gift Card work
    4. How can I find out the balance on my card?
    Personalisation
    1. Can I personalise a product?
    2. Can I return my personalised product?
    3. Are there special gift-wrapping available for products?

    Answers

    Store

    Where is the store located?
    LABOUTIK is located in Central London, Soho at 58 Dean Street, London, W1D 6AL. Back to top
    What are my delivery options when paying in-store?
    When you shop from our store, we can offer a free delivery service for a minimum purchase of £500. We can also keep your items while you browse around Central London or enjoying a pleasant meal in Soho or China Town. Back to top
    How do I book a personal shopping appointment?
    Drop us an e-mail, and we will offer you a flexible time slot that is convenient with your schedule; each consultation can last for an hour or two, and this will be tailored to your specific needs. There is no additional service charge for this service.
    E-mail: contact@laboutik.com
    WhatsApp: +44 7861 897432
    WeChat: LaBoutikStore
    Back to top
    What is your refund policy in-store?
    We would like you to buy with confidence, and leave the store satisfied with the service and product. Therefore, we always advise that customers try the items before purchasing. You may return or exchange your full-priced items within fourteen days of purchase. Please be advised that full-priced items that have a particular discount or promotions cannot be refunded. You can exchange promotional items within fourteen days of purchase or return them as a store credit. Please keep your receipt for refunds. We only accept return/exchange items from the person who bought the items and not from a representative. Some products such as undergarments, made-to-measure or special orders cannot be returned or refunded. Back to top
    How can I pay in-store?
    We accept all types of payments: Cash, Credit Cards and Apple Pay. Back to top
    Can I still shop duty-free in-store?
    Unfortunately, due to the new revised Brexit Regulations, we cannot offer this service any longer. Back to top
    Click & Collect Options?
    Yes, choose this option during online checkout, and you can schedule a convenient time that works for you by simply dropping us an email. Please be advised that an identification card and a confirmation order will be asked upon pick-up collection. Back to top
    Can I try my order when I pick up and return it if the sizing is not correct?
    Yes, you can try your online order in-store after your collection. If you are not satisfied with your purchase, we can exchange or refund the item for you. Back to top

    Ordering online

    What do I do if I have forgotten my password?
    You can either contact our customer care team and we will assist you with a new password, or you can press Account / Sign in / Forgot your password? An auto-generated password will then be sent to your registered email address. Back to top
    How can I find the product I want?
    By simply using the search enter the product you wish to purchase or browse by brand or by category; otherwise, contact us on WhatsApp or WeChat. Back to top
    How can I select the best size for myself?
    Each item sold online will have the sizing and dimensions on the product description, but if you are still unsure about the fitting, kindly drop us an email or a text. We will get back to you as soon as possible. Back to top
    How do I cancel my order?
    Unfortunately, once an online order has been placed, we are unable to cancel this order. You may return your item to us. We will process a refund within 24 - 48 hours of receiving the item to the original payment method. Back to top
    I've added the incorrect shipping address, how do I change it?
    You must contact our customer care team to change your shipping address. The shipping address can only be changed before the order has been collected at the original shipping address. Unfortunately, you cannot update your shipping address yourself after the order has been placed. Back to top
    From where do you ship?
    Our warehouse is in London, United Kingdom. Back to top
    What type of online payments do you accept?
    LABOUTIK accepts the following form of payments: VISA, Apple Pay, PayPal, MasterCard, American Express. Each card transactions will be complete after a secure verification and subject to stock availability. Back to top

    Can I claim the VAT back on online purchases?
    For Domestic Orders, UK VAT is applied, although it is not eligible for a VAT refund. For International Orders, UK VAT will not be applied. Local taxes and duties might be applied by our logistics partner (DHL, UPS or DPD Local) before delivering the item to you; this is subject to the value of your online purchase. Back to top
    When will my order be delivered, and can I track them online?
    Delivery times will depend on the options you select at checkout.Domestic delivery will take between 1-3 working days; International Delivery will take between 2-15 working days. Each online order is provided with a tracking number sent via email once the item has been packed and dispatched. Back to top
    How can I return my online order?
    If you are not satisfied with your purchase, you can return the item within 14 days from the date you have received the package. Please, email us, and we will provide you with the return process. You also have a choice of returning your online purchase in-store. Please note that you inform us via email, and our team will be in contact with you. More information about our Online Return Policy can be found here. Back to top
    How long does it take to get a refund?
    Once we have received the items, you will receive an email confirmation from us. We will then examine if the item is sent back to us in its original condition. Once this is all checked, we will process the refund, and this should reflect in your account within 14 working days. Delivery charges are non-refundable. Back to top

    Shipping and Delivery

    How do I track my order?
    As soon as your order is shipped from our warehouse, you will receive a shipping confirmation email with your tracking number. You can click on the tracking number on this e-mail to view your shipment's progress. You can also easily follow your order on its way to you by entering your tracking number at the courier’s website. Additionally, you can log in to your account online to see the tracking number. Back to top
    How many days does it take for my order to arrive?
    We work in partnership with DHL Express, UPS and DPD Local and aim to deliver within 3 to 5 working days; once the items have been picked up by our courier, they will then seek to deliver within one week, although the delivery date may be subjected to a more extended waiting period for International Orders, unfortunately, some delays might occur, and this will be out of our league, but we will always offer a solution for our clients.Back to top
    What happens if my order is on hold at customs?
    Before delivering the parcel to you, our logistic partner will contact you to process any possible additional tax and duty cost. Due to Brexit, all online orders shipped outside the United Kingdom might be charged in conjunction with your country's local tax customs The charges of local tax and duty will depend on the country's policy for customs and the value of the order. These charges are not refundable. We strongly recommend that you check your email or messages before the arrival of your package. There will be a limited time to pay these charges; otherwise, the item will be returned to LaBoutik automatically. Back to top
    When will I receive my order?
    As soon as your order has been shipped, you will receive a shipping confirmation email with a tracking number. The regular processing time is between 1-3 business days, and the estimated delivery time is depending on the country. For standard shipping, you should have your order within 7 business days from placing the order. For express shipping, you should have your order within 3 business days from placing your order. Back to top
    Where do we deliver?
    We offer worldwide shipping. At the checkout you will be able to choose your shipping country. Back to top
    Can I collect my order in store?
    Yes, you can collect all orders purchased online in-store. Just contact us and we’ll assist you. Back to top
    Can I ship my order to another country?
    You can ship your order to another country by choosing that country as shipping country on our website. You can still fill out your billing address in your current country. Back to top
    How much duty and tax will I have to pay?
    Unfortunately, we cannot estimate how much duties you will pay. Your local customs should be able to estimate the price. Back to top
    How much do I pay for shipping?
    We offer free standard shipping on all orders order above £150. More information on prices will be available when you checkout. Back to top
    I received my order but one or several items are missing?
    If some items are missing they will be shipped separately if nothing else has been communicated. Please reach out to us in case you are still uncertain of where your items are. Back to top

    Payment

    What payment methods are accepted?
    We offer different payment methods in different countries. In all countries we accept credit cards, but in many countries, we also offer PayPal and country specific payment methods. At checkout you will see what payment methods we offer in your shipping country. You can also pay using you WeChat platform by contacting us. Back to top
    Is it safe to use my credit card online at LABOUTIK?
    Your personal online security is very important to us. To help ensure your shopping experience is safe, simple and secure we use Secure Socket Layers (SSL), the industry standard in transferring information to process your orders. To ensure your information is kept private, we do not process or store any payment information in our database. Back to top
    In which currency will my purchase be made?
    We charge in different currencies in different countries. Most countries are charged in local currency while some countries are charged in either GBP, USD or Euro. In the country selection list online, you will see what currency you will be charged in for that specific country. Items will also have a price in the specific currency for the site you are visiting. Back to top
    When will I be charged?
    When you place an order with us using a credit card, we place an authorization on the form of payment you used, and the funds are temporarily reserved for your purchase, but you are not actually charged. When your order has been dispatched, we will capture the funds from your account. Orders placed with PayPal, Ideal, Sofort, Alipay, Wechat Pay and other HPP payment methods are captured immediately when the order is placed. Back to top
    Can I save my card details?
    If you place an order with us, you can choose if you want to store your credit card details. The payment details are stored only by our payment service provider and we will not be able to see the details, they are fully encrypted. We recommend storing card details if you want a smoother checkout the next time you order with us. Back to top
    Why was my credit/debit card declined at checkout?
    If your order attempt was declined, this can often be due to your bank. We suggest that you contact your bank or card-issuing company to ask if they have any kind of block on your card. If you receive another error message, please contact our customer care team and we will do our best to assist you. In addition, please make sure that you have entered correct billing address as it might be the reason why you payment was not accepted.  Back to top
    Can I claim a tax refund on a purchase made online?
    Unfortunately, we currently do not offer tax refunds online. Please contact our customer service for further information on how to proceed. Back to top
    I have a gift card certificate. How can I use it?
    If you have a gift card certificate, you can simply use it by entering your gift card code in “payment” section at checkout. Please note that gift cards purchased online can only be used both online and in our physical store. Back to top

    Pre-Orders

    When will my pre-order ship?
    The estimated shipping date is noted on the product page. If you place an order with pre-order items and in-stock items, you will receive separate shipments and shipment confirmations when each item is dispatched. Back to top
    When will I be charged?
    When you place a pre-order with a credit or debit card you will be charged straightaway as we need to reserve the item for you. If you pay with an instant payment method like Pay Pal, Alipay etc, you will also be charged in full when you place the order. Back to top
    What happens if I order in-stock and pre-order items?
    If you order products that are in-stock along with pre-order items, you will receive multiple shipments: we will ship you the in-stock item as soon as possible, and the pre-order item when it becomes available. Back to top
    What happens if I order multiple pre-order items?
    If you order more than one pre-order item, and they have different shipping dates, they may be sent together at the later shipping date. This depends on the estimated inbounding date. Back to top
    What if I want to return a pre-order item?
    Our regular return policy applies to pre-order items. You will have 14 days from when you receive your item from your order to return any items from your order. For ease of return processing, we recommend only making one return shipment. Back to top

    Returns and exchanges

    How do I return or exchange an item bought online?
    We hope you’re delighted with your order. If you’re not perfectly satisfied, you may return or exchange your items within 14 days from the shipping date of your order. If 14 days have gone by since your purchase and you have not notified us about your intention to return the items, unfortunately, we can’t offer you a refund or exchange. To notify us about your return and receive further instructions, please, email us at contact@laboutik.com. Upon doing so, you will be responded to within 2 working days. Purchased items are exchangeable into different sizes. All exchanges are based on stock availability. Back to top
    I have received a faulty product, what should I do?
    We will help you manage the shipment back to us, and make sure a new item is sent to you. Since we need to establish the details of the damage before we decide how to return the item, please do not send anything back to us without our knowledge and confirmation. Please, email us at contact@laboutik.com. Back to top
    Can I exchange for a more expensive product?
    Items can only be exchanged into the same style but a different size or color, i.e.; items cannot be exchanged for neither a less expensive items or a more expensive item. Back to top
    I want to return something but I checked out as a guest / don’t have an account. What do I do?
    You are welcome to contact customer care and we will assist you. Back to top
    Can I return or exchange my online purchase in store?
    Yes, you can, Our store is located on 58 Dean Store, London, UK, W1D 6AL.Back to top
    How can I return an item purchased in-store?
    If you have bought an item in-store, that was either ordered for you or available in store, you can return the item in store. You can also ship an item back to us, but you need to contact us first. Back to top
    How can I return an item purchased online that I chose to collect in-store?
    Should you have chosen to collect an order placed online in a store, the item will be held in store from, and including, the date on which you receive a notification email that the order is ready to be picked up.
    Once your order is collected, the instructions in this section for returns and exchanges of orders placed online apply. You may return your items in a store or send them to our warehouse. Back to top
    Will I be refunded for the full amount of my order?
    When returning all items from your order, we will issue a full refund excluding the standard shipping cost that are non-refundable. Back to top
    When do I get my refund?
    When we have received and processed your return, you will receive an email notification. Normally it takes 3-5 business days before you can see the refund back on your account, depending on your bank/credit card/form of payment. Back to top

    Customer Service

    How do I receive the latest information from LABOUTIK?
    Sign up to our newsletter and we will send you the latest news. Back to top
    How do I contact customer care team?
    You can contact us either by phone, email, or WeChat. Our email address is contact@laboutik.com. You can reach us at the following number: +44 7861 897432. You can find us on WeChat: LaBoutikStore.
    Back to top
    I no longer want to receive LABOUTIK newsletters. How do I unsubscribe?
    At the bottom of each newsletter you receive from us there is a link to unsubscribe. Back to top
    How fast will I receive a reply to my inquiry?
    We aim to answer all e-mails within 48 hours, but normally faster than that. Back to top

    Order and tracking

    Can I change or update my order?
    An order cannot be changed once the merchandise has been processed by our warehouse. Before our warehouse has started processing the order, we can update the size or colour. Please contact us as soon as possible and make sure to have your order number available. Items may always be exchanged or returned within 14 days after you have received them. Back to top
    When will my order be shipped?
    Your order will be fulfilled within one to three business days, subject to card clearance and stock availability. However, we do aim to ship every order within 24 hours during business days. Our warehouses operate Monday to Friday. Back to top
    Where is my order?
    Once your order has been approved, you will receive an email confirmation with your shipping details and tracking number. Sign in to your account and click ”My Profile” for tracking and shipping status or simply follow the tracking number you received in the shipping confirmation email. Please note that it can take up to 24 hours before the courier updates the shipping information after you have received the shipping confirmation email from us. Back to top
    Can I add items to my order?
    Additional items must be handled as a separate order. If the first order has not already been processed at our logistical center, we might be able to combine the orders. In such case, the additional shipping charge will be refunded to the original purchaser’s credit card. To improve your chances of receiving all items in the same shipment, please let us know about your orders as soon as possible. Please contact via email. Back to top

    Size and fit

    What size should I order?
    Under each item online you will find a general size guide. For most items, you will also find the garment measurements for that specific item under the size guide button. We welcome you to contact our customer care team for specific sizing advice as well. Back to top
    If an item is out of stock, how can I be notified?
    If the item/s you are looking for is completely out of stock you can contact us and we will do our best to assist you. If you reach out to us, we will be able to tell you when and if we expect a re-stock or if any resellers could carry the item in stock. Back to top
    Where can I find the measurements of the clothes?
    For most items online, we have the exact garment measurements stated. Go to size guide/ garment measurements on the specific item you are interested in, and you’ll find the measurements for that specific item. If an item is missing garment measurements, please contact us as we are happy to provide them. Back to top

    Gift Cards

    Where can I buy a LABOUTIK Gift Card?
    In-Store or Online, and we can also create a unique code upon request. Back to top
    Are Gift Cards refundable?
    No, gift cards are non-refundable. Back to top
    How does a Gift Card work?
    Our gift cards do not have an expiry date; therefore, you can keep them for as long you as you want. You can use this card to purchase an item in-store or online, and depending on the value of your card. You can keep the additional cost as credit or offer to add more if the item you choose is above the price of the card. Back to top
    How do I find out the balance on my card?
    Please email us, and we will check the balance for you. Back to top

    Personalisation

    Can I personalise a product?
    Depending on the item, we can offer complimentary alterations upon request. This service is only available in-store. Back to top
    Can I return my personalised product?
    All personalised products cannot be returned and are non-refundable. We can only exchange or refund if there was an error on our part. Back to top
    Are there special gift-wrapping available for products?
    We can wrap and prepare the item at your request by leaving a special note on the item. Back to top

    Need advice on fit, style or size?