FAQ's

Frequently Asked Questions Q: My order hasn't turned up? A: It’s possible that it's out of stock. We will not debit your card until the item/items are ready to be sent. If the item is in stock, there may be a problem with the card details that you have provided. We will contact you by phone or e-mail to try to sort out any problems. Q: I’m unsure if an item will fit me? A: If you are unsure about an item or would like further details/measurements please ring or e-mail us. We're more than happy to provide any further information. Q: What size is ‘small’? A: On most of our products; small = size 10, medium = size 12 and large = size 14. If clothes are different to this it will be in the product description. If an item is ‘one size’ then it should fit sizes 8-14 in most cases. Q: Do you send items abroad? A: Please e-mail with the items you are interested in and the country you live in and we will let you know if it's possible and what the p&p charges will be. Imports into your country may carry a duty. You are liable for any charges. Normally it will be an additional £3.50 for postage and packaging to Europe. We do not send items outside of the UK and Europe. Q: Can you send to a PO box? A: We do not send items to PO boxes. Q: Can I return/exchange an item? A: Should you wish to return an item for whatever reason, we are happy to offer an item exchange or full refund for items returned unworn and unwashed in their original packaging within 10 days of delivery, we will not refund the delivery cost you were charged at the time of originally paying for the item/s. If the goods are faulty, incorrect or damaged, we will meet the cost of return and we will replace or exchange such goods or we will refund to you the price you paid for the goods plus the delivery charge. This policy is in addition to any statutory rights which you have as a consumer. Goods must be adequately sealed in the original packaging. Please include details of the reason for the return, including full description of any faults or errors. This will ensure that you receive your refund or replacement goods promptly. Please make sure that you have addressed the package clearly. Returns should be sent to: LOLOZ C/O The Pine Factory Unit 2, Visicks Yard Devoran Truro Cornwall TR3 7NR You should send the item(s) by recorded delivery as we can not refund or replace goods that get lost in the post. Please note that, unless the Goods which you return are faulty, incorrect or damaged, you are responsible for the costs of returning the goods to us. To return the product(s) please email us and quote your order number and address and reason for returning the product. When product(s) are returned to Company and checked over then refunds/replacements can proceed. Postage & Packaging costs can not be refunded only the product cost. Please note we do not offer refunds for items purchased in our shop, we are happy to exchange the item or offer a credit note. Q: I live in Europe and I'm not sure on the shoe size conversion? A: As a rule the following normally applies; UK 4, 5, 6, 7, 8, Euro 37, 38, 39, 41, 43 Q: How do I work out my underwear size? A: Bust Cup Size Waist Hips Dress Size Small 32-34 A-B 23-25 32-34 6-8 Medium 34-37 B-C 25-28 34-36 10-12 Large 37-40 C 28-31 36-39 14 X-Large 39-42 C-D 30-32 39-42 16 One Size 32-38 A-C 23-31 34-38 6-14 S/M 32-36 A-C 23-27 34-39 6-10 M/L 34-40 B-D 25-31 39-41 10-14 Q: What happens if my items are returned to you by the post office before we've received them? A: The Royal Mail will leave you with a slip to say they have tried to deliver, if you don't collect it the item(s) eventually get returned to us. We will than double check the address and resend the items to you, we will charge for resending items and if you decide you don't like them when you receive them and would like a refund all postage costs will be deducted.