1.A PRODUCT I WANT NO LONGER APPEARS TO BE IN STOCK, WHAT CAN I DO?
We understand how frustrating it can be when an item you are desperately wanting is out of stock.
We strive to bring our customers new products each week, so we cannot guarantee if or when our products will be restocked. When the decision is made to restock items, it will depend on popularity, current season trends, and customer feedback.
There are times when we receive returned items which are quality checked before they are put back to site, so keep an eye on the individual product page to see if your desired size comes back into stock.
When stock does become available, please note it will be sold on a first come first serve basis, and we are unable to reserve stock.
If you require assistance finding similar items, please contact us here.
2.MY PRODUCT IS NOT AS EXPECTED
We apologise the product is not how you expected.
From time to time errors can be made with the photography on the site which result in images not being fully reflective of the garment you may have been sent. In these occasions please contact us here along with your order number and photos and we will investigate this further.
Please Note: Due to the unique way we manufacture our fabrics and dyes the colouration and print placement of some of our dresses can be marginally different between options within the same range and on the same style. Whilst our buying and QC teams will always do their best to colour and print match each style we cannot guarantee an exact match every time.
Should you discover you have received a completely incorrect item or your item is faulty, please contact us within 7 days with your order number, the incorrect / faulty item received along with photo evidence and will get this rectified for you as soon as we can.
3.Can I return or exchange final sale items?
No. All final sale items cannot be returned or exchanged.
4.Can I exchange my item?
Yes, we do allow exchanges. You may want to return your item for an exchange due to the colour not being suitable or the fit just was not right. Whatever the reason, we allow you to return the item. Please contact our customer service email email@example.com for a return address. Please note that if you were charged duties,shipping fee and taxes at the checkout, these fees are non refundable.
5.Can I get a refund if I don't like my item for any reason or just didn't receive it in time?
Yes. Please contact our customer service team to obtain a return address and we will issue a refund upon receipt of the return.If you were charged duties,shipping fee and taxes at the checkout, your refund will exclude these charges.
6.Can you alter my gown?
Unfortunately,Ltoltoplus does not provide any alteration services. All alteration must be done by you, the customer. We sell garments as is 'ready-to-wear'.
7.Why are the website prices showing in USD?
The default prices on all items are set to USD. You can however, pay in your own countries currency by selecting your currency in the currency selector located at the bottom of our online store.
8.How do I make payment in USD (American Dollars) if i don't have an American bank account & i don't live in American?
Your bank/financial institution linked to your chosen payment method (credit card, PayPal etc) will process the payment in your local currency. This will be reflected in your statement. This is automatic and all you need to do is select the ‘Pay Now’ button.
9.How does your website know my currency?
All prices displayed on the website will automatically change based on the selected currency from the dropdown. The Popup recommendation is shown based on detection of the visitors IP address.You can also manually 'select a currency' by clicking the dropdown displayed at the bottom of the website. A drop-down menu will appear which you can scroll down to view a list of the many currency options available to you.
10.My coupon code isn't working? Why?
This could be due to any of the following reasons:
1. You have entered unecessary spaces, unaware of actually doing this. Backspace before the code and delete any entered spaces after the code.
2. You have entered other symbols/characters within the code. Ensure that only letters and numbers are entered. Nothing else.
3. Your code may have expired. Contact us, so we can further assist.
11.If I live in American, am I subject to pay any additional Duties/ Taxes on my purchase?
No. OurAmerican customers WILL NOT attract any Customs Duties or additional Taxes. You only pay what you see at checkout.
12.Why was my order/ items within my order cancelled & refunded?
Due to an unforeseen event, the item/s you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item within your order does become unavailable, you will be contacted within 24 to 48 hours about the change/cancellation. If your order contains additional items in stock, these items will still be shipped to you and the unavailable item/s will be removed from your order & refunded.
13.I need to change something on my order, how can I do this?
Yes this is possible if your order has not been shipped. Please choose carefully as we cannot amend orders once your order has been shipped.
14.Can I cancel an order after I make payment?
Yes. All eligible orders made via the online store can be cancelled. Excluding Made-To-Order and Pre-Order items.
15.Can I cancel an order after it has been shipped?
Yes. However, it must be successfully received and returned to us following our normal returns process by lodging a return request & returned at your expense.
17.I didn't receive my order confirmation email?
Please ensure to check your junk/ spam folders in case our emails are not successfully being delivered to your inbox. Or, you may have misspelled your email address during the checkout process - if this is the case, please contact us to correct this.
18.When will you ship my order?
Orders are processed and shipped Monday to Friday, excluding weekends and public holidays.
19.Is processing times different to shipping times?
Yes. Once your order has been packed and processed in the queue it then awaits to be shipped; delivery times then apply. You can find this page at the footer of the website.
20.I received my item, but the colour doesn't look like the colour in the photo on the website?
Please note, the colour of the garments displayed on this website may differ to the true and actual colour of the physical garment. Even though we strive our very best to display the true colour of the garment as accurately as possible on our website, many factors can have an impact on the colour you view on your device's screen/monitor.
21.How long does it take to receive a response to my email / enquiry?
We work Monday to Friday 9AM-6PM CST.
Usually, we respond to all customer enquiries within 12-24 hours during business hours (which excludes weekends & public holidays). During busy periods it may take longer. Please be patient as we do not ignore emails. We will acknowledge all emails within our time frame.
22.Can I place a telephone order?
Sorry, but for security reasons and in order to protect customer data, we regret we cannot take telephone orders.