FAQ - Lottusse

Lottusse item guarantee

How long is the guarantee for Lottusse items?

Lottusse's items come with a two-year guarantee.

How can I request a repair?

If any of your Lottusse items suffer a defect during the guarantee period, you can email atencionalcliente@lottusse.com, attaching the purchase receipt, and you will receive a reply as soon as possible.

Availability of Lottusse items

If the item I want is out of stock, will it be restocked?

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 atencionalcliente@lottusse.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.

What do I do if I receive a product with a defect?

If you think the item you have received has a defect, please email atencionalcliente@lottusse.com 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.

What do I do if I have questions about my size?

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.

Purchase process

Why I cannot see the prices or add a product to the cart?

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 atencionalcliente@lottusse.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.

I am trying to place an order, but I am not able to. What do I do?

We recommend you try making the order from another browser, device or through a private window. If you still have problems, please email atencionalcliente@lottusse.com or contact us through our WhatsApp chat.

Payments

What payment methods can I use?

You can currently use the following payment methods:

-Credit card

-Pay Pal

-Payment by transfer

The system does not accept my credit card. What might the problem be?

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 atencionalcliente@lottusse.com or by using our WhatsApp chat.

Delivery locations

To which countries are products sent?

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.

Can I buy from countries that are not included on the list?

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.

Receipt of deliveries

Why is my order late?

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.

Can I view the tracking number of my order?

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.

Exchanges and refunds

I need to change the size of my shoes. How can I do it?

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.

How can I request a return?

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.

Can a 'Made to Order' product be returned?

Returns are not available for made to order items.

When will the refund be paid into my account?

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.

Care and advice

How do I care for and clean the shoes?

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.

How can I find out the sizing of Lottusse shoes?

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.

How do I resolve queries about bag dimensions?

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.

I have a question that does not appear in this list.

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.

‘Made To Order’ service

Where is our 'Made to Order' service available?

Our Made to Order footwear customisation service is available in our stores in Spain and Asia.

Lottusse stores

Where is the nearest Lottusse store?

If you want to find out where the nearest Lottusse store to you is, you just need to check the Lottusse Stores section.