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Frequently Asked Questions

General Information

Q: How do I search for a product?
Q: Can I place an order over the phone or via email?
Q: Why is there no order button next to a product I want to buy?
Q: Why I cannot put a product into the shopping cart?
Q: Why is the price listed on your website different from the price listed on 3rd party website?
Q: How can I add an item to my shopping cart?
Q: I entered the coupon code when I placed the order but it didn¡¯t apply to the order. What should I do?
Q: Can I use two different coupon codes for one order?
Q: Is your website secure? Why do I receive a security alert?
Q: Why is the listed price higher than before?
Q: Can I place an order for an item that is on backorder?

Payment information

Q: Can you call the issuing bank so that they will credit my account?
Q: What is my credit card ID or CVV2 Code?
Q: What do I do if my order is on hold?
Q: What can I do if my credit card is declined?
Q: How can I place an order using my in-store credit?
Q: Do you charge sales tax?
Q: Am I exempt from paying sales tax if I am with the government or a reseller?
Q: If I choose PayPal as my payment methods
Q: How can I receive your coupons?

Order Status

Q: If I choose PayPal as my payment methods
Q: What can I do if my shipping address is not the PayPal Confirmed Address?
Q: How do I check my order status?
Q: I want to cancel my order
Q: I want to change my order information or make some changes to the items I ordered. What should I do?
Q: Why didn't I receive confirmation after I placed my order?
Q: The item I ordered was in stock when I placed the order but I was just notified that the item is on back order now. How come?
Q: Why do you charge credit cards before shipping out merchandise?
Q: Do you accept purchase orders?

Shipping Information

Q: Why isn't my order eligible for Free Ground Shipping?
Q: When will I receive my package if I place an order today?
Q: Can I ship my order to 2 different addresses?
Q: Can you re-ship my order if the package did not arrive at my address?
Q: Can you call the shipper to change the shipping address if the shipping address is incorrect?
Q: Do you have Will Call?
Q: Do you offer free ground shipping on all items?
Q: Can you ship out by my FedEx or UPS account?
Q: What is the additional charge for special request like Signature requirement
Q: Why is my shipping fee higher than the shipping fee listed in 3rd party websites?

International shipment Information

Q: Which items qualify for international shipping?
Q: Do you deliver goods to my country?
Q: What payment method do you accept for international orders?
Q: What are the available shipping methods?
Q: Can you mark the package as gift
Q: What about the duty/broker fee of my country?
Q: What is the return policy for international orders?

Return Information

Q: What will happen if my package is undeliverable and return back to your warehouse?
Q: How do I return an order?
Q: What do I need to do with the RMA #?
Q: How do I make an exchange?
Q: What if I do not like what I got?
Q: What if I received a defective product or wrong product?
Q: I got my order for 1 month already
Q: Do I have to ship return package back with tracking #?
Q: I returned the package



General Information

  • Q: How do I search for a product?
    A: Put the item number or description in the Search Box on the top of the page.Back to Top
  • Q: Can I place an order over the phone or via email?
    A: We accept phone orders; however to avoid unnecessary miscommunication, discrepancy and/or likely delay, LolliCouture does not accept any email orders.Back to Top
  • Q: Why is there no order button next to a product I want to buy?
    A: That means that item is currently out of stock and not available for purchase. Please check back.Back to Top
  • Q: Why I cannot put a product into the shopping cart?
    A: That means that item is currently out of stock and not available for purchase but the system has not updated yet. Please check back.Back to Top
  • Q: Why is the price listed on your website different from the price listed on 3rd party website?
    A: We do not honor prices list on 3rd party websites. Sometimes they do not update their listings on time, so please check our website for the latest and the most current price.Back to Top
  • Q: How can I add an item to my shopping cart?
    A: Click  "Add to Bag" Button on the product page. After you choose an item, click on the link of Keep Shopping.Back to Top
  • Q: I entered the coupon code when I placed the order but it did not apply to the order. What should I do?
    A: Please check the coupon to make sure you entered it correct, and that it is still valid. If the coupon is valid and correct but you cannot apply it to the order, please contact us as soon as possible. We do not honor expired coupons.Back to Top
  • Q: Can I use two different coupon codes for one order?
    A: Only one promo code will be applied per item per order. Please place another order in order to use the 2nd coupon code.Back to Top
  • Q: Is your website secure? Why do I receive a security alert?
    A: Yes, our website is secure. Security is a top priority at LolliCouture.com. When you submit sensitive information via the website, your information is protected both online and offline.Back to Top
  • Q: Why is the listed price higher than before?
    A: We do not offer any price guarantee, because prices adjust relate to many factors. We do not match a previous lower price.Back to Top
  • Q: Can I place an order for an item that is on backorder?
    A: No, we do not accept orders for item that is currently on backorder.Back to Top
  • Payment information

  • Q: Can you call the issuing bank so that they will credit my account?
    A: Most banks will not speak to the merchant, only to the account owner, that is why we cannot call for you. But if there is anything your bank required from us in order to release the authorization, you can call us and we will comply with the bank is request.Back to Top
  • Q: What is my credit card ID or CVV2 Code?
    A: On the back of your credit card, it is the last 3 digits for Visa, Master, and Discover. For American Express, it is the 4 digits number above your credit card number on the front.Back to Top
  • Q: What do I do if my order is on hold?
    A: If you receive an email or phone message from us notifying you that the order is on hold, please reply to us as soon as possible. Orders will be cancelled after 3-5 days if we do not get a response.Back to Top
  • Q: What can I do if my credit card is declined?
    A: Your order will be cancelled. Please check with your bank, and place another order again.Back to Top
  • Q: How can I place an order using my in-store credit?
    A: All customers holding store credit with us will be assigned a store account. Log into your account when you placing your order. Your store credit will be automatically applied on your order.Back to Top
  • Q: Do you charge sales tax?
    A: Only in California. If you are a government agency or reseller, please send your Tax exempt number and fax in the re-seller permit with order number.Back to Top
  • Q: Am I exempt from paying sales tax if I am with the government or a reseller?
    A: Yes. Tax will be exempted. put the note in the Order Note section  will fax in my tax exempt information, please remove tax, then fax in or email tax exempt certificate with your order number to us, and our CSR will remove the tax on the order for you. If you tax exempt status is already on file with us, just inform us of that in the Order Note as please remove tax, my information is filed in your system. Please note that we cannot remove the tax on orders that has already shipped or completed in our system.Back to Top
  • Q: If I choose PayPal as my payment methods, can I ship to different address beside the Primary PayPal confirmed address on file?
    A: By selecting the PayPal payment option, you authorize LolliCouture.com to send your order to the confirmed address as provided by the PayPal checkout receipt. You understand that the shipping address cannot be modified so please make sure the PRIMARY, CONFIRMED PAYPAL address is correct prior to submitting payment.Back to Top
  • Q: How can I receive your coupons?
    A: Please sign up for the newsletter to receive the latest promotion offers we have.Back to Top
  • Order Status

  • Q: If I choose PayPal as my payment methods, can I ship to different address beside the Primary PayPal confirmed address on file?
    A: By selecting the PayPal payment option, you authorize LolliCouture.com to send your order to the confirmed address as provided by the PayPal checkout receipt. You understand that the shipping address cannot be modified so please make sure the PRIMARY, CONFIRMED PAYPAL address is correct prior to submitting payment.Back to Top
  • Q: What can I do if my shipping address is not the PayPal Confirmed Address?
    A: If you want to ship to an address other than your current confirmed address, please add that address to your PayPal account and set it as the confirmed home address. Another option is to pay with a credit card/debt card.Back to Top
  • Q: How do I check my order status?
    A: Log in to your account by clicking on the My Account link on the upper right hand corner of the website, and then enter your email address and password. Once you are logged in. View Current and Past Orders and it will bring up a list of your past orders. You can check your current order status there. Once the order has been shipped, and tracking information is available, it will be updated on that page. If you have any question regarding your order, you can always contact us either by phone or email.Back to Top
  • Q: I want to cancel my order, what should I do?
    A: Please note that once the order begin processing, it may no longer be cancelled. We ONLY ACCEPT CALL-IN cancellations. Please call (844) 455-0251 to cancel the order. If you cannot speak to a customer service representative, please call back. We do not guarantee order will be cancel on time if you leave a message but do not speak to a representative or if you email your cancellation request to us. If you want to cancel an order but it has already been process for shipping, then we can no longer cancel the order for you. If you would like to return the item after you've received it, please refer to our return policy.Back to Top
  • Q: I want to change my order information or make some changes to the items I ordered. What should I do?
    A: Please note that once the order has been processed for shipping, it can no longer be changed. Please call (844) 455-0251 as soon as you can to change the order. We do not guarantee order can be change on time if you leave a message but do not speak to a representative or if you email your change request to us.Back to Top
  • Q: Why didn't I receive confirmation after I placed my order?
    A: Sometimes it is possible that you would not receive the order receipt from us. There could be a lot of different reasons; the most common is that our email is being block by your spam filter. You can try checking the spam folder for you email client, or add our email address donotreply@lollicouture.com to the list of verified email addresses. You can also log in to your account on our website and check the order history, if the order came through, it will show up on that page right away. And you can click on the order number for a copy of the order receipt.Back to Top
  • Q: The item I ordered was in stock when I placed the order but I was just notified that the item is on back order now. How come?
    A: We are trying our best to keep the inventory accurate. However error could happen. We will try our best to fulfill the backorder. Else the item will be cancelled from the order after 3-5 business days.Back to Top
  • Q: Why do you charge credit cards before shipping out merchandise?
    A: When customer placed order, we will authorize the fund. But we will not charge the money untill the order shipped out. For back order items, credit will be released after 3-5 business days if we cannot fulfill the order.Back to Top
  • Q: Do you accept purchase orders?
    A: You can enter the PO# in the order notes section of the shopping cart.Back to Top
  • Shipping Information

  • Q: Why isn't my order eligible for Free Ground Shipping?
    A: Your order contains item(s) that are not eligible for Free Ground Shipping. Your order is shipping to a P.O. Box, Alaska, Hawaii, a military address (APO/FPO), or a U.S. Protectorate such as Puerto Rico, Guam, or the Virgin Islands.Back to Top
  • Q: When will I receive my package if I place an order today?
    A: It depends on the item. Items shipping from our warehouse within the US usually take up to 1 business day to process and ground shipping will take about a week transit time. Air shipments usually ships out the same day, however we might need to verify billing and shipping information for security reason. If we cannot reach you it will delay your shipment. If you want to make sure your order will get processed the same day, please call us after you placed the order and help us verify your information.Back to Top
  • Q: Can I ship my order to 2 different addresses?
    A: Each order can only be ship to one single address. If you would like to ship to two separate addresses, please place two orders.Back to Top
  • Q: Can you re-ship my order if the package did not arrive at my address?
    A: We do not re-ship the package if we receive the wrong shipping address from you. Please make sure your shipping address is correct before you click on the complete order button during check out. We will issue store credit on all refused or undeliverable packages.Back to Top
  • Q: Can you call the shipper to change the shipping address if the shipping address is incorrect?
    A: To reroute a package that has been shipped, we have to charge handling fee as shipping carrier will charge us to reroute the package ($15 for ground shipment, $20 for express shipment). You need to call us and give us authorization to charge you the additional rerouting fee. Please note that for rerouting, carrier does not guarantee package will be rerouted to the correct address; which means they might still make the delivery to the original address and the rerouting is non-refundable. You can request the FedEx to hold the package at the FedEx station nearest to the original shipping address and you can go pick up from them free of charge. There is no way to reroute packages shipped through USPS. You can request USPS to hold the package at the nearest USPS sorting station to the original shipping address and you can go pick up from them free of charge. In order to avoid shipping error, please make sure your shipping address is correct before you click the [complete order] button during check out. If there is a mistake, please contact us by phone as soon as possible to change the shipping address before order is shipped.Back to Top
  • Q: Do you have Will Call?
    A: Sorry, we do not accept WILL CALL currently.Back to Top
  • Q: Do you offer free ground shipping on all items?
    A: Yes. We offer free ground shipping for all domestic shipping to 48 continental states.Back to Top
  • Q: Can you ship out by my FedEx or UPS account?
    A: We can only accept orders with our own shipping accounts.Back to Top
  • Q: What is the additional charge for special request like Signature requirement, Reroute and Saturday delivery?
    A: 1. Ground service signature require - additional of handling fee $6.00 per package. 2. Express service signature require - additional of handling fee $12.00 per package. 3. Reroute - Express shipment handling fee $20.00 per package (suggestion customer pick up at the FEDEX station, no extra charge); Ground shipment handling fee $15.00 per package (Suggestion customer pick up at the FEDEX station, no extra charge). 4. Saturday delivery for Priority overnight only-special handling fee $15.00 per package; Saturday delivery for 2nd day air-special handling fee $15.00 per package. Please contact us as soon as you placed the order for special request.Back to Top
  • Q: Why is my shipping fee higher than the shipping fee listed in 3rd party websites?
    A: We do not honor prices list on 3rd party websites. Sometimes they do not update their listings on time, so please check our website for the latest and the most current price.Back to Top
  • International shipment Information

  • Q: Which items qualify for international shipping?
    A: All items can be shipped internationally.Back to Top
  • Q: Do you deliver goods to my country?
    A: Yes, we deliver our orders worldwide.Back to Top
  • Q: What payment method do you accept for international orders?
    A: Currently we accept PayPal and credit card with verification.Back to Top
  • Q: What are the available shipping methods?
    A: USPS Priority International.Back to Top
  • Q: Can you mark the package as gift, or lower the amount on the invoice, in order to avoid custom fees from my country?
    A: That is against the law. We can only mark the package as merchandise and list the amount charged on the invoice.Back to Top
  • Q: What about the duty/broker fee of my country?
    A: Customers are responsible for import duties, taxes and broker fee as required by your country's law and customs rule.Back to Top
  • Q: What is the return policy for international orders?
    A: Please refer to our return policy for the instruction on requesting a RMA. Please note for international orders, customer must pay all shipping, custom / brokerage, or any other fee that might occur to ship the package back to us. Return package will only be accepted by our warehouse if it obtained a valid Return authorization number.Back to Top
  • Return Information

  • Q: What will happen if my package is undeliverable and return back to your warehouse?
    A: We will issue store credit on all refused or undeliverable packages.Back to Top
  • Q: How do I return an order?
    A: Please refer to our return policy for the instruction on requesting a RMA. Return package will only be accepted by our warehouse if it obtained a valid Return authorization number.Back to Top
  • Q: What do I need to do with the RMA #?
    A: You need to write the RMA # as obvious as possible outside of the packaging box of the return box so as to make sure our warehouse staff can see them.Back to Top
  • Q: How do I make an exchange?
    A: If you need to exchange to certain products, please specify on the back of the sales order you received with the original order package and put it inside of the return box. When we get the return package, we will try to exchange for you. However, our inventory runs very fast. If we do not have the item you request any more, store credit will be issued.Back to Top
  • Q: What if I do not like what I got?
    A: Please following our return policy for RMA # and return the item back to us with original package, store credit will be issued as soon as we get the package returned back to us.Back to Top
  • Q: What if I received a defective product or wrong product?
    A: Please following our return policy for RMA # and return the item back to us with original package. We will be responsible for all return shipping cost. We will reship the product out or issue full refund.Back to Top
  • Q: I got my order for 1 month already, Can I still return them?
    A: We give customers 30 days for return the products unconditionally. Please make sure file the RMA request within 30 days after the carrier delivered the order. And ship out the return package within a week after you get the RMA #.Back to Top
  • Q: Do I have to ship return package back with tracking #?
    A: We prefer you have tracking # for your return package and keep it for your record.Back to Top
  • Q: I returned the package, how long I can expect my credit?
    A: It will take us around 2-4 business days to process the return package after we got them back depending on how complete the information customer provided to us. You will get email notification after we processed your return. Or you can log into your account and you will see the status of the return through the RMA #.Back to Top
  • Contact Us

    We are always excited to hear from our customers. If you would like to place an order, ask a question or request information from us, we recommend that you contact us via Email or our customer service phone lines.

    To Email Us:

    Email Address: support@lollicouture.com

    Note: please fill the most relevant and clear titles and contents in your Emails. All Emails with missing or incorrect information may seriously delay responses. In your Email, please include your order information, i.e., order number or item number. Our trained customer service representatives will reply to your requests within 48 business hours. To CANCEL your order, please contact us by PHONE BEFORE 2 PM PST. We DO NOT cancel orders via EMAIL OR INSTANT MESSAGING due to the potential for miscommunication.

    Call US Via Phone:

    Service Operation Hour:
    Monday - Friday 10:00am - 5:00pm Pacific Time
    Closed Saturday, Sundays and holidays

    Telephone: (844) 455-0251
    Fax: (909)606-7549

    Note: We always receive high volume calls before 2:00pm every day. Please be patient or call back between 3:00 - 5:00 pm if it is not very urgent call.

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