FAQs

  • HELP! I’VE FORGOTTEN MY PASSWORD!

    No problem, just click on Register or Sign In at the top of any page and click on the Change Password button, then follow the instructions to reset your password.

  • HOW MUCH DOES SHIPPING COST?

    For more information on our delivery and shipping options please click here

  • WHEN WILL I RECEIVE MY ORDER?

    For more information on our delivery and shipping options please click here.

    Please be aware that all delivery methods require a signature on receipt. If you are out when Royal Mail try to deliver your parcel, they should leave you a ‘Something for you’ card so that you can collect the parcel from your local sorting office or rearrange delivery. In order to collect your parcel from the sorting office you need to take proof of address with you. There are times when these cards are misplaced or not left at all, these items are often at your local sorting office or are being held by a neighbour or colleague, if possible please check first before contacting us.

  • CAN MY ORDER BE SENT TO A DIFFERENT ADDRESS?

    Yes it can. We understand that our customers may be at work or out during the day and prefer to have their order delivered to an office address, or sent to someone as a gift. You will be given the option to add a different delivery address when you reach the checkout. If the shipping address differs from the billing address we will send your copy of the order to the billing address.

  • CAN I RETURN MY ORDER FOR A REFUND OR AN EXCHANGE?

    Items can be returned for a refund or an exchange within 28 days of receipt. We only offer exchanges for the same item in a different colour or size.
    If you need to return any goods for any reason, you can do so providing the item(s) are still in all of their original packaging and all labels are present. Please note that earrings cannot be returned unless faulty, for reasons of hygiene. You will receive a refund for the value of the item(s), we will only refund postage if the item is faulty.

  • CAN I EXCHANGE THAT WAS PURCHASED FOR ME BY SOMEONE ELSE WITHOUT LETTING THEM KNOW?

    If the item was given to you as a gift and you know it was purchased directly from our website, you do not necessarily have to tell the sender that you want to exchange it. As long as you retain all of the original packaging and you can provide us with the sender’s name, we can exchange the item for a different colour or size. Please be aware that we can only exchange for the same item in a different colour or size, we cannot issue refunds to anyone other than the original purchaser, and we cannot exchange items that were purchased elsewhere (e.g. one of our stockists).

  • THE ITEM(S) IN MY ORDER ARRIVED DAMAGED, WHAT SHOULD I DO?

    Should you receive an item that is not in perfect condition, please contact us within 24 hours of receipt at care@lolarose.co.uk or on 0207 372 0777 and we will arrange a replacement or refund for you.

  • CAN I HAVE MY ORDER DELIVERED TO AN ADDRESS OVERSEAS?

    Yes, we ship worldwide. Shipping in Europe costs £9.95 and outside Europe costs £14.95. We will send your order using Royal Mail International signed for, which is an insured service. We can track your order until it arrives in the destination country, where it will be passed to the local postal service and treated as priority mail.

  • WHAT IS YOUR WARRANTY & AUTHENTICITY FOR LOLA ROSE PRODUCTS?

    Each Lola Rose design is guaranteed for 12 months under normal conditions of wear and tear. Items should never be altered by a third party. Items that are altered by a third party and not Lola Rose cannot be guaranteed. If you would like to get any piece of Lola Rose repaired please contact us directly as we are always happy to help. You can contact us by emailing care@lolarose.co.uk.

  • IS IT SAFE TO SHOP ONLINE WITH MY CREDIT/DEBIT CARD AT WWW.LOLAROSE.CO.UK?

    It is completely safe to shop online with Lola Rose.  We have taken all the necessary legal steps to encrypt our website and ensure your details are protected throughout your shopping experience.

  • HOW WILL I KNOW YOU HAVE RECEIVED MY ORDER?

    Once you have completed your order you will be shown a success page on the website with your order reference number.  We will also send you an email confirming that your order has been placed. If you do not receive an email please check your email spam or junk folder.

  • WHERE CAN I FIND DISCOUNT CODES TO USE ON WWW.LOLAROSE.CO.UK?

    From time to time we run promotions, the best way to make sure you are notified of all of our offers and news is to register for our newsletter.

  • WHERE CAN I FIND ITEMS FROM PREVIOUS SEASONS?

    We only sell current season and classic styles on our website.  Sometimes we will feature stock from previous seasons in our online sales or at occasional sample sales. The best way to make sure you don’t miss out is to register for our newsletter by creating an account.

  • HOW DOES THE CHINESE KNOT WORK?

    To open necklaces and bracelets with a Chinese knot, simply pull on the two beads closest to the knot on the main row of beads.  To tighten a bracelet or shorten a necklace, pull on the hanging beads on the item to slide the knot along the cord. To request and illustration of how the knot works please email care@lolarose.co.uk or call us on 0207 3720777.

  • MY LOLA ROSE ITEM HAS BROKEN, CAN I HAVE IT REPAIRED?

    We want you to enjoy wearing your Lola Rose jewellery for as long as possible, careful handling and storage will prolong the life of your pieces. We realise that sometimes accidents do happen and we offer a restringing service for damaged items where all the beads are present and only the cord needs replacing. Items less than a year old are repaired for free; older items incur a £20 charge. Please be aware that there is a lead time of around 8-10 weeks for this service as items are sent away to our manufacturer, but your item will be returned to you as good as new. Please contact us to request a repairs form.

  • HOW SHOULD I CARE FOR MY LOLA ROSE JEWELLERY?

    All Lola Rose designs are made using the finest hand sourced materials, a few key care details will help keep them in tip top condition.

    Precious and semi precious gemstones –

    • Perfumes and creams will dull the finish of your stones, avoid direct contact. Please see specific details for Tigers eye.
    • Immersion in water or chemical solutions will damage the surface of your stones. Instead, clean using a soft dry cloth – a duster is ideal.
    • Do not clean using tissue paper or scratchy materials, this can mark the surface of the stone.
    • When you are not wearing your Lola Rose Jewellery make sure to store it in the pouch that is provided with each purchase, keeping it away from direct sunlight and extreme temperatures.

     

    Caring for your Tigers Eye –

    Your Tigers Eye jewellery has undergone a meticulous treatment process, extra care should be taken around liquids or creams containing alcohol as this may cause some colour transfer onto skin or clothing.

    We want you to enjoy your Lola Rose jewellery for as long as possible, following the below guidelines will ensure you do.

    • We recommend that you avoid spraying perfume or hairspray directly onto the stones
    • Also, wait until body cream or perfume has dried completely before putting on your jewellery. If colour transfer does occur simply wipe your jewellery with a damp soft cloth and leave to dry naturally.

     

    Sterling silver – Vermeil plating –

    • As with our gemstones, avoid direct contact with perfumes & creams, these can damage the surface of the metal & lead to tarnishing
    • Do not use a chemical cleaner, instead use a dry, lint free cloth or silver polishing cloth to gently clean the surface of the metal.
    • Do not clean using tissue paper or scratchy materials, this can mark the surface of the metal.
    • Always use the pouch provided to store your pieces. Our pouches feature 2 pockets so as chains can fall on one side & pendants on the other helping to protect against tangling and scratches.
    • As with all plated metals Vermeil plating will fade over time. Following this advice will help to prolong the life of your jewellery.

    Brass –

    • As with our gemstones, avoid direct contact with perfumes & creams, these can damage the surface of the metal & lead to tarnishing
    • Do not use a chemical cleaner, instead use a soft dry cloth to gently clean the surface of the metal – a duster is ideal.
    • Do not clean using tissue paper or scratchy materials, this can mark the surface of the metal.
    • Always use the pouch provided to store your pieces. Our pouches feature 2 pockets so as chains can fall on one side & pendants on the other helping to protect against tangling and scratches.
    • As with all plated metals Brass will fade over time. Following this advice will help to prolong the life of your jewellery.
  • WHAT IS LOLA ROSE JEWELLERY MADE FROM?

    All of our jewellery is made using semi-precious stones, all earring styles in our Lola Rose range use Sterling Silver. Our Boutique by Lola Rose range uses coated brass. Some of our stones are dyed to achieve vibrant colours.  Each piece has unique markings and variations and may vary from the piece pictured. You can find out more about our stones by viewing the Gemstone Library.

  • WILL MY ITEM ARRIVE IN A POUCH?

    Yes, all of our Lola Rose jewellery is supplied in one of our pink velvet pouches and all of our Boutique by Lola Rose jewellery is supplied in a black velvet pouch in which you can safely store the item. Our scarves are supplied with a grey cotton storage bag.

  • WILL MY ORDER ARRIVE IN A BRANDED LOLA ROSE ENVELOPE OR CAN I HAVE IT SENT IN PLAIN PACKAGING IF IT’S A GIFT?

    Your order will be sent in a plain jiffy bag with a plain address label, Royal Mail require us to include our return address at the bottom of this label.

  • IF I BUY SOMETHING IN THE SALE, CAN I STILL RETURN IT THE USUAL WAY FOR A REFUND OR EXCHANGE?

    Yes you can. All purchases from the Lola Rose website can be returned for a refund or an exchange within 28 days of purchase, with the exception of earrings (for reasons of hygiene).

  • I SAW SOMETHING ON YOUR WEBSITE RECENTLY AND NOW IT’S NO LONGER THERE– DO YOU HAVE ANY MORE STOCK?

    Our website is set up to list all of our currently available stock.  Unfortunately if you can no longer see an item it will indicate that we have sold out since you last visited the site. To see if we can help locate the item from another stockist please email us at care@lolarose.co.uk.

  • HOW CAN I FIND OUT WHICH SHOPS STOCK A PARTICULAR ITEM?

    If you can’t find an item on our website, please email us at care@lolarose.co.uk we can send you a list of stockists who ordered the item you are looking for.

  • HOW DOES YOUR ENGRAVING SERVICE WORK?

    We offer complimentary engraving on metal jewellery and styles with a metal tag, you can choose from three fonts and the length of the engraving will depend on the piece you have chosen. Please call us on 0207 372077 to discuss your engraving and our Customer Care team will be happy to advise on what will work best and arrange this service for you. Please note engraved items can take up to 8 working days for delivery and are non-returnable.

  • IF I BOUGHT AN ITEM IN ONE OF YOUR STOCKISTS CAN I RETURN IT TO YOU?

    If you have bought an item from one of our stockists and you’d like a refund you will need to get in touch with them directly, we won’t be able to process a refund if it wasn’t bought from us online. If you have an item which you bought from one of our stockists which needs repairing we’re happy to help, you can contact us by emailing care@lolarose.co.uk.

 
 Please wait...