If your first order is not processed, subsequent orders will automatically be grouped with this one. If shipping costs apply, we can adjust them later. Contact us by email to request it.

Check your spam ;)

If there is no email from us, we may not have the correct email address. Contact us via the Contact page with your first name and email and we will take care of everything.

Have you thought about looking at the tracking page of your order? You received an email with this information on the day of shipment ;)

If it seems that your package is lost or damaged, contact us with your name, email and order number. We can open a claim with the carrier for a thorough investigation.

We have very few parts available and restocking is done based on demand and availability from brands, or following customer feedback.

If an item comes back in stock you can be notified by email using the "Back In Stock" button.

Use the same email as for your previous orders and you will be able to find all your history. Go to the page moncompte.loela.fr

To finalize an order online you can pay by Credit Card, Visa, Mastercard, Amex . We also accept Paypal, ApplePay and Bancontact

You can also opt for payment in 3 installments without fees with our partner Alma .

For in-store payments, we accept bank cards (visa, mastercard, cb), checks and cash. And recently we also offer payment in 3X directly in store.

Si vous n'avez pas pu sélectionner mon point relais lors de la commande, que faire ?
Il arrive que le choix du point relais ne s’affiche pas correctement au moment du paiement. Cela peut être dû à une adresse incomplète ou mal saisie, ou encore à une localisation imprécise de votre appareil lors de la commande. Dans certains cas, cela empêche notre système d’identifier les relais disponibles à proximité. Si aucun point relais ne peut être proposé, la livraison bascule alors automatiquement à l’adresse indiquée.
Si vous constatez une erreur ou souhaitez modifier le point relais choisi, n’hésitez pas à nous contacter rapidement via notre formulaire ou à bonjour{@}loela.fr  nous vérifierons ensemble la possibilité d’un ajustement avant l’expédition.

Le point relais sélectionné lors de votre commande est bien transmis au transporteur, mais il peut être modifié par leurs services en cas d’indisponibilité ou de saturation du relais initialement choisi.

UPS peut rediriger automatiquement votre colis vers un autre point relais proche de votre adresse de livraison, sans que nous en soyons informés au préalable. Cette redirection est indépendante de notre volonté et répond à des contraintes logistiques propres au transporteur.

Pour toute question liée au suivi de votre colis, à une consigne de livraison, à une modification du point relais, ou à toute instruction de livraison, vous pouvez :

• consulter directement votre lien de suivi UPS,
• ou contacter UPS au 01 73 00 66 61 (appel non surtaxé).

Si le nouveau relais proposé ne vous convient pas, vous pouvez ne pas retirer le colis : il nous sera automatiquement retourné à l’issue du délai de garde, et nous pourrons alors organiser une nouvelle expédition ou procéder à un remboursement.

Notre service client reste à votre disposition si besoin.

All orders are shipped the next day from Tuesday to Friday. Orders placed on Friday are therefore shipped on Tuesday.

In France, you must allow 48 hours from dispatch to receive your package at a relay point or at home.

Abroad , allow between 7 and 20 days to receive your package depending on your delivery country.

If you have fallen for a pretty piece but you cannot collect your order from a relay point or at home in the coming days, don't worry! Drop us a little message when you order with your return date and we will ship your order 48 hours before the requested date

When your package is shipped you will receive an email with your package number and the link allowing you to track it. You can also find this information in your order history by logging into your customer account

Don't worry, Loëla delivers worldwide! Our close ties with carriers allow us to ship to the 4 corners of the world through the Colissimo solution and its international partners. All orders have a tracking number that will be provided to you as soon as your package leaves the store. And depending on your country of residence and the amount of your order, shipping costs may be offered to you. See the Delivery page for all the details.

If, unfortunately, you are absent when your postman comes to deliver an order by Colissimo Domicile with Signature, don't worry, your order will be available at your nearest post office for 15 days.

Our priority is to satisfy you and ensure that you wear Loëla outfits with pleasure, you are our ambassadors and we love you very much for that!

This is why, if ever an item does not suit you, you have 15 days to return it to us (from the date of receipt) and receive a full refund, obtain a credit or request an exchange.

Make your returns on the returns page

No, you are not required to have a customer account. You generate your own return voucher from our portal by indicating your order reference and your postal code. Follow the information on the Return Page for the procedure to follow.

As soon as our team receives the package, we will process your return within 15 working days. Refunds are made using the same payment method used to place the order. You will receive a confirmation email when your refund is validated.

Please note: Gift cards or credits are not refundable.

Yes of course and it's free! You can report the item you want to exchange when you request a return. Your package will be shipped upon receipt of your return. Go directly to our return portal with your email and order number to make your exchange request.

Sometimes you are not completely satisfied with the size or cut of the model and you simply want to make an exchange or a credit.

Visit our returns portal with your order number and your email. Or come directly to our stores.

You can opt for a size/color exchange or request a credit which will be valid in store and on the eshop for 6 months.

Your package will be delivered to us by express within 3 days and we will process your request on the Wednesday following its receipt in our offices.

All details regarding return requests are available on the retour.loela.fr page.

The 15-day period starts from the receipt of your order. Unfortunately we will not be able to accept returns beyond this date.

As an independent boutique we work with little stock, which is what allows us to offer you new products every week. We cannot put products from past collections back on sale. This is also why we strive to deliver to you as quickly as possible.

If once you receive the package you notice that there is a defect, send us a photo to: bonjour{@}loela.fr with the order number, your first and last name. We will contact you as soon as possible to find a solution together.

I want to pick up my order in store

If you live near Pau or are passing through the region, you can come and collect your order for free in store. All orders for collection in store are ready within 24 hours after validation of payment and await you in store for 7 days. You can try on the clothes in store, exchange or get a refund if the model does not suit you.

You can also decide to try them on at home, in which case you have 15 days to change your mind and return your order to the store if it does not suit you.

You can see directly on the item's page if it is available in our store. If below the "add to cart" button it is indicated that the item is available for Click&Collect, it is in stock in store.

You can order online with a Store Pick-up and try it on site, if the model does not suit you during your in-store try-ons, you will be reimbursed immediately.

When you place a first order with Loëla you are not required to have a customer account.
Subsequently, with each order, our site links your order to previous ones based on your email address.

If you wish to activate a customer account, to track your orders or consult your history and benefit from loyalty advantages.

Go to the My customer account page and enter the email used for your orders and follow the instructions.

You can reset your password at any time by clicking: Forgot your password?

On this page: https://www.loela.fr/account/login

All our models are offered in limited series, do not count on a restocking. If an item is unavailable, a customer may return it, at this time, you can be notified by registering in the "Back in Stock" tab on the page of the product in question.

We work exclusively with French brands, some have had to choose to manufacture abroad to offer more attractive prices or to get closer to a know-how that we do not have in France (Portugal for shoes and textiles, Morocco for leather, India for cotton, etc.)

In any case, we always favor manufacturers who take care of the environment and their employees.

When a garment is made in France, it is indicated in its description.

For each product you will find the washing instructions on its product sheet.

If you have any doubts about a product that is no longer online, contact us by email with the reference of the model in question.

Each brand uses different size patterns, to know which size to take you can rely on the Size Guide displayed on each product sheet.

As a reminder, here are the most common size correspondences:

Size --> XS --> 0 --> 34/36

Size --> S --> 1 --> 36/38

Size --> M --> 2 --> 38/40

Size --> L --> 3 --> 40/42

To participate in the Loëla loyalty program you must have an active customer account.

Orders placed before activating your customer account cannot be counted towards the loyalty program.

To activate your customer account go here: https://moncompte.loela.fr

By subscribing to the newsletter you will get a 10% promo code for your first order 🎉

After logging into your customer account, return to the home page of the site. A pop-up will appear at the bottom left with all the benefits.

The more you order, the more points you get which accumulate in your kitty. You can also get points by giving your opinion on items already purchased.

Easily convert your points up to €50 off!

You can order a gift card online or buy it in store, it will be valid for 1 year from the date of issue. The minimum amount is €20.

If you wish to offer a higher value than those proposed, simply add the amounts together.

Of course, the gift card can be used multiple times, and if the recipient chooses an item with a higher amount than the card, they can top it up using the payment methods offered.

It is valid on the eshop and in store.

We are always attentive to our customers and attentive to the little details that make the difference. If you have any suggestions, ideas or simply want to thank us, you can send us a short email via the contact section;)

Do you want to take part in the Loëla adventure? Use our contact form and introduce yourself!