Shipping and returns

1. SHIPPING POLICY

Shipping times and Costs

Standard Shipping

On orders over $200 is Free!

On orders under $200 there is a $15 Shipping Fee.

Delivery in 2-5 business days.

 

Express Shipping

On all orders for express shipping the fee is $ 25

Delivery in 2-3 business days.

 

Pick Up in Store

You can collect your order in one of our Stores at no additional cost.

 

Delivery times begin one business day after the order is placed.

 

For items stored in our U.S. store (in Miami):

Two Day Delivery and Saturday Delivery are available.

Standard Shipping and Express Shipping times are shorter.

Check availability on item page.

 

You will receive an email containing your Tracking Number once your package has been shipped from our U.S. distribution center.

 

For updates or questions please contact infomiami@lolacruz.com.

 

Can I choose a delivery date/time?

Unfortunately, it is not possible to choose a specific date and time.

You can contact us directly at infomiami@lolacruz.com to organize a possible delivery date.

 

Where do you ship my order from?

Depending on the product availability we will ship your order from our U.S. store in Miami or from our warehouse in Valencia (Spain).

 

Where is my order?

You can check the status of your order and track its delivery at any time. Enter the Order Number that you received via email confirmation. If you are a registered user, you can find all information related to the order in your orders page.

 

Don't have an account yet? Register now to enjoy exclusive services.

 

What should I do if my order hasn’t been delivered yet?

If your order has not been delivered within the estimated period, we suggest that you:

 

• Check the order status: in the My Orders section for registered users; or by entering the Order Number from the confirmation email in the Track your Order page
• Check that the address indicated for the delivery is correct
• In the case of a missed delivery, please contact us at infomiami@lolacruz.com.

 

For further assistance, contact us, we will be happy to assist you.

 

Shipping Restrictions

At this time, we are unable to ship orders to General Delivery, P.O. Boxes, APO, FPO and any of the following U.S. Territories: Guam, U.S. Virgin Islands, Northern Mariana Islands, American Samoa, Midway Atoll, Palmyra Atoll, Baker Island, Howland Island, Jarvis Island, Johnston Atoll, Kingman Reef, Wake Island, Navassa Island. Orders made to any of these addresses will be canceled.

 

The delivery address of your order must match the country site in which you place your order. Orders made from a different country site than the delivery address will be automatically canceled. Please select the correct country site for your order from the link in the corner of every page.

 

1. RETURN & EXCHANGE POLICY

 

No Returns or Exchanges on discounted or final Sale.

 

Lola Cruz wants you to be completely satisfied with your purchase, therefore we accept exchanges or returns of any item after 14 days from your purchase for free.

 

In order to do the exchange or return please contact infomiami@lolacruz.com and provide us with your order number, the model that you want to exchange and the new size that you wish to order.

 

To proceed with the exchange the following requirements must be met:

 

• Shoes should be in its original condition, tags and packaging included
• Shoes should not have been used. They should have been tested on a carpeted surface.
• Shoes must be returned unmarked, in their untouched original box and bag. Otherwise, the exchange might not be accepted.
• Shoes must be received within 14 days since purchased the product.
• The outer packaging must have the same dimensions as the original one.

 

The exchange is subject to stock availability.

Due to merchandising restrictions, all returns must be shipped from the same country they were purchased from.

 

Use the pre-paid Shipping Return Label included in your order and schedule a pick up or drop off at the carrier location.

 

Due to merchandising restrictions, all returns must be shipped from the same country they were purchased from.

 

Once your package reaches the warehouse, please allow 3 to 7 business days (depending on peak times) for your return to be processed

 

Alternatively, you can return your order in store.

 

Free size exchange will apply only once and exclusively to exchanges in size of the same model.

 

Should you need our help, you can send an email to infomiami@lolacruz.com. We will be happy to assist you.

 

The refund will be processed to the original method of payment (credit card or PayPal). Once the return has been processed, you will receive the amount to the original method of payment. Your return will be accepted within 10 working days, from reception date of the package in our warehouse. Depending on the credit card company, it may take additional days after the credit is applied for it to post.

 

 

Can I Return My Order?

If you are not satisfied with our product, you can return it to us within 14 days of purchase.

 

Where is my return?

You can check the status of your return at any time in your login or by contacting us at infomiami@lolacruz.com.

 

I lost my return label. How can I get a new one?

If you have lost the pre-paid return label, please contact us at infomiami@lolacruz.com.

 

I decided to keep my order but have already completed the Return Form. What should I do?

We are glad you have decided to keep your purchase. Don't worry, you don't have to do anything and there is no need to contact us.

 

Can I receive my refund on a credit card that is different from the one I used for the order?

For security reasons, we cannot refund a credit card that is different from the one used for the purchase.

 

Damaged or Defective Products.

Latent defects coming from the manufacturing process can sometimes be detected after use. Understandingly, articles damaged by everyday use, wear and tear, cannot be qualified as defective articles.

 

Should you identify any latent defects within the first 6 months after receipt of the article, please contact infomiami@lolacruz.com. Please send us a precise description of the problem with pictures when possible. The acceptance of a defective product will be granted after prior consultation with our inspection technicians at the warehouse.

 

In case of defective products, we will proceed to repair them. If this were not possible, it will be replaced by an equal size. We will only proceed to full refund of the purchase price should the article be non-repairable or non-replaceable.

 

Articles with Latent Defects After Discovery and Everyday Use

Latent defects coming from the manufacturing process can sometimes be detected after use. Understandingly, articles damaged by everyday use, wear and tear, cannot be qualified as defective articles.

 

Should you identify any latent defects within the first month after receipt of the article, please contact infomiami@lolacruz.com. Please send us a precise description of the problem with pictures when possible.

The acceptance of a defective product will be granted after prior consultation with our inspection technicians at the warehouse.

 

 

Relevant Information

All the articles follow and comply with strict quality control procedures to prevent from defects or damages prior to deliveries.

 

Should you receive articles with poor conditions of state, please contact us immediately.