FAQ

MY ORDER

Lotta Mae uses Mollie for payment processing. The privacy policy can be found here.

The following payment methods fall under Mollie:

Paypal
IDEAL
Bancontact
Belfius
KBC/CBC
Giropay
EPS
Przelewy24

I did not receive the discount code from the newsletter

It may happen that the e-mail with the discount code ended up in your spam folder, or you have entered an incorrect email address. If both of these are not the case, please send an email to hello@lottamae.com

How do I use a discount code?

When you are ready to place an order, click on the shopping cart. On this page you can apply the discount code.

I did not receive a confirmation e-mail after placing my order

There is a chance the confirmation e-mail ended up in your spam folder, or you have entered an incorrect email address. If the last point is indeed the case, please send an email to hello@lottamae.com.

Is it possible to change or cancel my order?

It is not possible to change or cancel your order. Please check carefully whether your order and your details are correct.

SHIPMENT

I entered a wrong shipping address

Unfortunately it is not possible to change the shipping address once the order has been placed and processed. Do not hesitate in sending an e-mail to hello@lottamae.com, we will try our best to change the shipping address before your order is processed but we cannot guarantee anything.

What are the shipping costs?

For this information we kindly refer you to the shipping and returns page.

Can I follow my order through track & trace?

Yes, we ship all orders with a track & trace number. Once your order has been dropped off at the postal office, you will receive an e-mail with the track & trace number and information on how you can use it.

I did not receive my order

If you have not received your order after the indication time, it is important to first check whether the shipping address is correct. Is this information correct? Please send an e-mail to hello@lottamae.com and we will help you out!

I received a wrong item

Please send an e-mail to hello@lottamae in which you attach a photo of the item you received, a short explanation and the order number. We will fix it for you!

RETURNS

How can I return a product?

At Lotta Mae you can return your order within 14 days after receiving it. You need to inform us by e-mail, otherwise we can’t do the refund. Follow these instructions for returning your order.

PAY ATTENTION: The products listed below cannot be returned:

Earrings and ear cuffs (for hygiene reasons)
Personalized items

GUARANTEE

For how long are products guaranteed?

Lotta Mae has a guarantee period up to 30 days after receiving the item (not after using the item).

The customer is obliged to immediately check the delivered products upon receipt. If it appears that the delivered products are incorrect, inadequate or incomplete, the customer must inform Lotta Mae by e-mail within 2 days of receiving the delivered products. If you inform us later than 2 days after receipt, we can no longer be held liable.

Send an e-mail to hello@lottamae.com with the following information included:

Name and surname
Order number
Picture and/or video of the damaged product
Description of the damage

What to do if I have received a broken item?

The customer is obliged to immediately check the delivered item upon receipt. If it appears that the delivered product is broken, the customer must inform Lotta Mae by e-mail within 2 days of receiving the delivered product. If you inform us later than 2 days after receipt, we can no longer be held liable.

JEWELRY CARE

Can I swim or shower with the jewelry?

To keep your jewelry as beautiful as possible, Lotta Mae recommends keeping the jewelry out of reach of liquids. Discoloration occurs when jewelry comes into contact with water, creams and perfumes or with increased acidity. It is therefore advisable not to shower or swim with your jewelry.

COLLABORATIONS

I would like to know more about collaborations

For questions regarding collaborations, you can send an e-mail to hello@lottamae.com.

FAQ