FAQ

Unfortunately, that is not possible.

As soon as your order has been fully processed, you will receive a shipping confirmation by email. You can use the tracking link to check the current shipment status. Please don’t worry if you haven’t received the email yet! It usually takes about 24-48 hours until the order is shipped.

You can easily check where your parcel is using the tracking link. Please also check whether the tracking email may have ended up in your spam folder by mistake.

Orders with a delivery address in Germany are usually shipped within 1–3 working days after the order is received; orders to the other delivery countries are usually shipped within 2–5 working days. During larger sales/releases (e.g. Black Week) and during holidays (e.g. Christmas, New Year & Easter) it can take up to 14 working days until your order is shipped.

Working days do not include Saturdays, Sundays and public holidays.

Please first ask your neighbours, flatmates or colleagues whether they have accepted your parcel. In rare cases the carrier updates the tracking before the order has actually been delivered. In this case we recommend waiting 24 hours. Please contact our customer service if your parcel still hasn’t arrived after that. We will then try to find a satisfactory solution.

We will do what we can to locate your parcel. In most cases we have to wait for the carrier’s proof of signature. This can take up to 2 weeks.

Belgium, Bulgaria, Denmark, Germany, Estonia, Finland, France, Greece, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Austria, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain, Czech Republic, Hungary, Cyprus

We ship with DHL. Shipping costs depend on the delivery country:

• Germany: €4.99. For orders of €149 or more, we ship free of charge within Germany.
• Other delivery countries (except Cyprus): €16.99. For orders of €160 or more, we ship free of charge to these countries.
• Cyprus: €18.49. For orders of €180 or more, we ship free of charge.

You can find an overview of all delivery countries under the question “Which countries does Lisa’s Boutique ship to?”. More information is available on the Shipping & Returns page.

Orders with a delivery address in Germany are usually shipped within 1–3 working days; orders to the other delivery countries are usually shipped within 2–5 working days.

Orders received Monday to Friday by 2:00 pm (German time) are usually handed over to the shipping carrier on the same working day (same-day dispatch). This does not mean that delivery takes place on the same day.

During peak periods, for example during sales or on public holidays, dispatch may take longer. More information is available on the Shipping & Returns page. Working days do not include Saturdays, Sundays and public holidays.

In the unlikely event that you have received a defective/damaged product, please contact us promptly by email at support@lisas-boutique.de with the following information:

• Your order number
• Which product is damaged
• Description of the damage
• Photographic evidence

If the product was already damaged at the time of delivery, please also take a photo of the parcel to document its condition at the time of delivery.

As soon as we have received the information above, we will try to resolve the problem to your satisfaction.

You can find our returns portal here:

Returns portal

Melde deine Rücksendung bitte zuerst über unser Retourenportal an. Dort entscheidest du, ob du ein Guthaben für unseren Shop oder eine Rückzahlung auf dein ursprüngliches Zahlungsmittel möchtest. Bei Shop-Guthaben übernehmen wir für Rücksendungen aus Deutschland den Rückversand und stellen dir ein kostenloses Rücksendeetikett bereit. Bei Rückzahlung auf dein ursprüngliches Zahlungsmittel trägst du die Kosten der Rücksendung selbst.

Melde deine Rücksendung bitte trotzdem zuerst im Retourenportal an. Wenn du die Rückzahlung auf dein ursprüngliches Zahlungsmittel wählst, kannst du die Rücksendung selbst frankieren. Entscheidest du dich für ein Shop-Guthaben, stellen wir dir für Rücksendungen aus Deutschland ein kostenloses Rücksendeetikett bereit.

Melde deine Rücksendung bitte weiterhin über unser Retourenportal an. Wenn du die Rückzahlung auf dein ursprüngliches Zahlungsmittel gewählt hast, kannst du die Rücksendung selbst frankieren. Bei Shop-Guthaben wird für Rücksendungen aus Deutschland ein kostenloses Rücksendeetikett bereitgestellt. Wenn du nicht weiterkommst, kontaktiere bitte unseren Kundenservice.

You have 14 days after delivery to return your items.

That depends on what you choose in the returns portal:

• You choose store credit for our shop (voucher code instead of a refund): Then we cover the return shipping and provide you with a free return label. The credit can be redeemed with no time limit. This offer applies to returns from Germany.
• You choose a refund to your original payment method: Then you bear the cost of the return shipping yourself.

The choice is yours. Your right of withdrawal and your right to a refund remain unaffected.

If your return is marked as ‘Delivered’, please wait a little longer. We are working flat out to process all returns as quickly as possible.

• For hygiene reasons, accessories worn directly on the body cannot be exchanged or
  refunded.
• Dirty/worn clothing and items without labels cannot be exchanged or
  refunded.
• Reduced items („SALE“) cannot be exchanged or
  refunded.

PayPal, Klarna, credit card, Apple Pay, Google Pay, Shop Pay, UnionPay

Bei Zahlungsproblemen wende dich bitte zuerst an den jeweiligen Zahlungsanbieter, zum Beispiel PayPal oder Klarna. Bei Problemen mit einer Kartenzahlung prüfe bitte zusätzlich deine Kartendaten und ob die Zahlung von deiner Bank freigegeben wurde. Wenn es weiterhin nicht klappt, kontaktiere gerne unseren Kundenservice.

Wenn dir PayPal oder Klarna im Checkout nicht angezeigt werden, öffne Lisa’s Boutique bitte direkt über den Webbrowser deines Handys, zum Beispiel Safari oder Chrome, und nicht über den integrierten Browser von Instagram. Dieses Problem tritt häufig beim Checkout über Instagram auf. Öffne unseren Shop deshalb erneut im normalen Browser und starte den Checkout dort noch einmal. Dort sollten dir die verfügbaren Zahlungsmethoden korrekt angezeigt werden.

In the unlikely event that you have received the wrong product, please contact us promptly with the following information:

• Your order number
• Product you did not receive
• Product you received instead
• Photo of the product you received

As soon as we have received the information above, we will try to resolve the problem to your satisfaction.

PLEASE GET IN TOUCH WITH US AS SOON AS POSSIBLE AT support@lisas-boutique.de IF YOU HAVE RECEIVED A WRONG ITEM OR AN ITEM IS MISSING. THIS DOES NOT CREATE ANY ADDITIONAL BLANKET DEADLINE FOR STATUTORY CLAIMS; YOUR STATUTORY WARRANTY RIGHTS REMAIN UNAFFECTED.

We cannot make any changes to your order after you have clicked the "Place order" button. This includes the following:

• Changing the item or size
• Delivery / billing address
• Adding items to your order

For this, please contact our customer service promptly by email at support@lisas-boutique.de

Rabatt- und Gutscheincodes können nur im Warenkorb bzw. Checkout vor Abschluss der Bestellung eingelöst werden. Eine nachträgliche Anrechnung auf eine bereits abgeschlossene Bestellung ist nicht möglich. Einen weiterhin gültigen Gutschein kannst du bei deinem nächsten Einkauf verwenden.

In the unlikely event that something is missing from your order, please contact us promptly with the following information:

• Your order number
• Name of the product you did not receive

As soon as we have received the information above, we will try to resolve the problem to your satisfaction.

PLEASE GET IN TOUCH WITH US AS SOON AS POSSIBLE AT support@lisas-boutique.de IF ITEMS ARE MISSING FROM YOUR ORDER. THIS DOES NOT CREATE ANY ADDITIONAL BLANKET DEADLINE FOR STATUTORY CLAIMS; YOUR STATUTORY WARRANTY RIGHTS REMAIN UNAFFECTED.

Unsere One-Size-Artikel passen in der Regel bei den Größen 34–42.