Lottusse's items come with a two-year guarantee.
If any of your Lottusse items suffer a defect during the guarantee period, you can email firstname.lastname@example.org, attaching the purchase receipt, and you will receive a reply as soon as possible.
The production of some items is limited, with very few units available. However, it is likely that some models will be restocked during the season. If you have any questions about an item or size that you cannot find on our website, you can write to us at email@example.com, or send us a message over WhatsApp, and we will resolve your queries. You can also leave your email address in the box on the product page and, if it becomes available again, you will receive a notification immediately by email.
If you think the item you have received has a defect, please email firstname.lastname@example.org with the order reference and images to help us understand the problem. You can also contact us via the contact form from your user account, which is activated immediately after the delivery of your order is confirmed. Or, if you prefer, we can help you through our WhatsApp chat.
You can consult our sizing guide that you will find on each product page or contact us via WhatsApp. We will be happy to help you.
If you are checking our online store from a country where sales are not active, you can access the catalogue, but you cannot view the prices or add items to your cart. If this happens to you, you can email email@example.com, and we will try to see if there is a possibility for you to purchase the item another way.
You can check the list of countries where sales are available in the Delivery Locations section of these frequently asked questions.
We recommend you try making the order from another browser, device or through a private window. If you still have problems, please email firstname.lastname@example.org or contact us through our WhatsApp chat.
You can currently use the following payment methods:
-Payment by transfer
It is not very common for credit cards to be rejected during the purchase process. However, if this happens, it may be due to one of the following reasons:
-Your card is expired.
-You have reached the card limit.
-There are too many transactions: you have made more payments than usual and your bank pauses the use of your card for security reasons.
-You have filled in the details incorrectly.
-The card does not have secure purchases activated: in some cases your card blocks online purchases, and you need to activate it.
-The card does not allow international payments: the issuing bank has limited your transactions in the recipient country.
-The card does not accept automatic billing.
If the problem persists, please do not hesitate to contact us by emailing email@example.com or by using our WhatsApp chat.
You can purchase Lottusse items if your delivery address is in the following countries:
Germany, Australia, Austria, Belgium, Denmark, Spain, Finland, France, Greece, Ireland, Italy, Latvia, Luxembourg, Norway, the Netherlands, Poland, Portugal, United Kingdom, Czech Republic, Romania, Sweden and Switzerland.
Depending on where you are, we may be able to send you the item you want even if sales are not active for the online store in that country. Emailatencionalcliente@lottusse.com, and we will explain the process. We will give you a quote for the delivery and once you accept the conditions, you will be able to make the payment via bank transfer.
Orders are normally processed and delivered within an estimated time of between 24 and 48 hours. However, at specific times of the year (such as sales seasons, national holidays, holiday periods, Christmas, etc.), the delivery times may vary. Remember that we are always at your disposal to check the status of your order through our WhatsApp chat.
Yes, in your user account you can check the link to track your order. You will also receive an email with this link once we have prepared and sent your order.
You can request a change of size within 14 calendar days of receiving your order, provided that the shoes have not been made to order. You just have to go to your user account to request the change; we will collect the item and send you the new size provided it is in stock, which we will confirm in advance. Also, if you prefer and it is more convenient for you, you can contact us through the WhatsApp chat.
If you wish to return a Lottusse item, you can request it provided that the item has not been made to order. You just have to log in to your user account and request the return within 14 calendar days of receiving the order. The item must be in perfect condition with its original packaging and not have been used. We will collect it free of charge.
Returns are not available for made to order items.
After checking that the item is in perfect condition and approving the return, the refund will be made within a maximum of 14 working days.
The amount will be refunded to the same card with which the payment was made. This type of payment to credit cards usually takes several days, and the time it takes will depend on the bank.
Many types of footwear have specific care instructions. You can check the best way to care for your shoes in the product description. We also have special cleaning sets with everything you need to keep your shoes in perfect condition.
You can check the sizing of each footwear model in the product description, clicking on the More information section. You can also check the equivalent in other sizing systems in the Size guide.
In the description for each bag, you will find all the information you need to know about the dimensions of the item in question:
-The numbers indicate Width x Height x Depth
-The length of the handle refers to the total in cm from end to end. If it is an adjustable handle, two measurements will appear: the minimum and maximum length.
-The span of the strap refers to how the bag falls when hung from the shoulder.
-For more information on the measurements, most product descriptions include images of how the bag falls.
If you have any queries that are not included in the FAQs, you can always contact us through our social networks on Instagram and Facebook, as well as our WhatsApp chat, and we will be happy to help you.
Our Made to Order footwear customisation service is available in our stores in Spain and Asia.
If you want to find out where the nearest Lottusse store to you is, you just need to check the Lottusse Stores section.