frequently asked questions

How can I order wedding dresses online?

Quickly and easily. Find your dream dress, add it to the cart and place your order just like in any standard e-shop.

Can I try the dress on before renting?

You can try on the wedding dress with us in Bratislava or comfortably at home. For an in-person fitting, please contact us by phone or e-mail. If the dress fits, you can buy it directly on the spot and take it home :)

How do I know if the dress will fit (size charts, alterations)?

We recommend taking your measurements. Each dress listing includes all necessary measurements. Please note that tailoring services are not included.

How do I track my order?

You will find information about your order in the e-mails we’ve sent to your e-mail address.

The order process takes place in 3 simple steps:

Order confirmation

Your purchase has been successfully completed, we’ve received your order and payment, and we’re processing it.

We’ve packed your items and handed them over to the courier. You can expect delivery the next day.

The courier has delivered your parcel, and you can now enjoy your wedding dress.

When will my order be delivered?

You can track the shipping status using the link in any of the e-mails about your purchase by clicking on “Order details”. Your order will be delivered on the first day of your selected rental period.

Can I cancel my order?

You can cancel your purchase if the order status allows it. Simply click the cancellation link in the confirmation e-mail. Once the order has been dispatched, cancellation is no longer possible.

Can I change the delivery address?

After confirming your order, it is no longer possible to change details such as the delivery address, shipping method, recipient name, etc.

Can I change the products in my order?

Once the purchase is completed, items cannot be deleted or modified. However, you can return products after receiving your order within the legal return period.

What payment methods can I use when shopping?

At www.lalamarketshop.com, you can pay using VISA, MasterCard, Maestro, Diners Club International, or via Apple Pay and Google Pay.

When will my order be charged?

The payment for your order will be charged immediately after authorization.

What should I do if I was charged twice?

Some banks may display a temporary authorization followed by the actual charge. This amount will be automatically released. If not, we recommend contacting your bank to request the release of the pre-authorization.

What if my payment fails or gets interrupted?

If your payment fails or is interrupted, contact us by phone or e-mail and we’ll solve the issue together.

Can I pay by cash on delivery?

No, cash on delivery is not available.

What is the reservation fee?

The calendar allows you to book your wedding dress up to a year in advance. If the first day of your dress rental is later than 2 months from the date of your order, you are required to pay 20% of the rental price, which is the reservation fee for the service. Two months prior to the commencement of the rental, we will send you an invoice to your email address, which will include payment of the remaining 80% of the wedding dress rental price. Both payments must be made within 2 days. (Reservation fee (20%) + Rental Price (80%) = Price of the dress rental)

What is a refundable deposit?

The refundable deposit, amounting to 25% of the sale price of the wedding dress, serves as a guarantee for the responsible handling of the rented wedding dress. Its purpose is to ensure that the dress is returned in good condition, and therefore, this deposit is refunded after the returned item is inspected. For normal wear and tear, the deposit will not be deducted. This means that if you only slightly soil the dress while wearing it, you don’t need to worry—your deposit will be fully refunded. However, if there are holes, stains, or other damages that require significant cleaning or alterations, the corresponding costs will be deducted from the refundable deposit. This system not only helps protect the value of the dress but also encourages customers to treat it with care and love. 

- Normal soiling of goods

The customer is obliged to return the goods in the condition in which he received them, taking into account reasonable wear and tear that can be removed. This takes into account normal soiling, such as dust on the siding, minor make-up stains, etc. The security deposit will be refunded in full.

- Excessive soiling of goods

For excessive soiling of the dress, such as brown to black soiling from the wet exterior, food/drink stains, etc., we charge an additional fee of 100,00€, against which we can apply a refundable deposit.

- Excessive damage to goods

Damage to the material is not included in the rental price. If the goods are repairable, you are liable to pay the amount required to restore the dress to its original condition. We may charge the refundable deposit against this amount.

- Destroyed and irreparable goods

If the goods are destroyed and/or beyond repair, you are liable to pay the full selling price for the goods. We may charge the refundable deposit against this amount.

- Delay in returning goods

You are liable to pay a late fee of 50,00€ per day for failure to return the goods by the due date. Any extension of the rental period is only possible by individual agreement.

Where can I find my invoice or payment confirmation?

Once we receive your payment, you’ll find the invoice and order processing details in your e-mail inbox.

Is it safe to shop at www.lalamarketshop.com?

The security of information provided by customers to www.lalamarketshop.com is one of our top priorities. We use the latest available technologies to ensure a safe environment for processing all payment data. Security is guaranteed by the use of 3-D Secure technology.

When will my order be delivered?

Your order will arrive on the first day of your selected rental period. The rental lasts 7 calendar days. If you fail to receive the parcel from the courier on day 1, your rental period will be shortened accordingly, based on our reservation calendar.

How will my order be delivered?

Orders placed on www.lalamarketshop.com are delivered by our logistics partner, Direct Parcel Distribution SK, s. r. o.

What is the delivery cost?

Delivery costs vary depending on the destination country. The total cost of delivery and return is calculated automatically during checkout as part of the “Dress rental” service.

Can I change the delivery address after placing the order?

Once the order is confirmed, it is not possible to change details such as the delivery address, shipping method, or recipient name.

How will I know if my order has been shipped? Can I track it?

You can track your shipment in the order details by clicking on “Track parcel" (DPD). If you encounter any issues, let us know, we're happy to help.

Which cities/countries do you deliver to?

We currently deliver to all European countries. If you can't find your country in the shipping options, contact us.

Can I have my parcel delivered to a parcel box or post office?

No. Due to the nature of our products, we don’t recommend using parcel boxes. Our contracted courier will deliver your order directly to your home.

What should I do if I receive damaged goods?

If you receive damaged goods, please contact us as soon as possible by phone or e-mail.

Can I use a different billing and shipping address?

Yes, your billing and shipping address can be different. Just make sure to set them correctly before completing the order.

How do I return the dress after my rental ends?

The rental ends by handing over the wedding dress to the courier. We’ll arrange the return pickup for you. You’re only responsible for packing the dress in the original box and having it ready on day 7 (as per your reservation calendar). The courier will call to arrange pickup.

You are responsible for returning the dress on time. A late return fee of €50/day applies. If something unexpected comes up and you can’t return the dress on time, contact us as soon as possible so we can assist you.

How can I return an item?

Each of our packages includes a Return Form. To ensure a smooth return process, please fill it out carefully.

3 easy steps to return your item:

- pack the item in the same package it was delivered in

- include the completed Return Form and seal the parcel properly

- return the item at your own discretion and expense. Keep the shipping receipt until the return is fully processed

Items tried on solely to check fit are not considered used. However, we reserve the right to refuse returns if the item is damaged or for hygiene reasons. We also do not accept returns of items with removed security tags. If a return is rejected for any of these reasons, the item will be sent back to you and a refund will not be issued.

How many days do I have to return an item?

If the item doesn't fit, you have 14 days to return it without providing a reason.

Where should I send the return?

Please send the returned item along with the completed Return Form to: LALA MARKET s.r.o., Wolkrova 1105/37, 851 01 Bratislava, Slovak Republic

Who pays for return shipping?

The cost of returning the item to us is covered by the customer. For your own safety, we recommend insuring the package for the value of the item, this service is offered by all shipping companies.

Can I exchange an item?

We do not offer item exchanges. If you'd like a different size, style or color, simply return the original item for a full refund and place a new order.

How long does a refund take?

Your money will be refunded using the same payment method you used for the original purchase. From the moment your return is collected by the courier to the final processing, we issue refunds within 30 days in accordance with applicable legal regulations. You can track the status of your return by clicking on “Order details”.

How can I file a complaint or claim?

If you'd like to make a claim regarding your item, send us an email at info@lalamarketshop.sk with a clear description of the issue. Based on the provided details, we’ll confirm receipt and share the next steps in accordance with legal timeframes. We’ll do our best to solve everything as quickly and smoothly as possible.

How long does the complaint process take?

The process begins the day the claim is submitted, as outlined in our Terms & Conditions. Once the returned item is checked and the claim approved, we aim to resolve it immediately. In justified cases, it may take longer, but never more than 30 days from the date of submission.

I received a faulty item that wasn’t described, what now?

Any defect that was not mentioned in the product description and is visible at first glance must be reported within 24 hours of delivery. Otherwise, your right to claim the issue may be voided.

I received a damaged parcel, what should I do?

If the parcel is visibly damaged, do not accept it from the courier. Refuse it and notify us immediately. We'll quickly send a replacement or refund you. If you decide to accept the parcel, make sure to fill out a damage report with the courier, without it, the carrier won’t recognize the damage and it may be hard to claim. The parcel stays with you and we’ll support you through the return process.

I received the wrong item, what should I do?

If you received something different from what you ordered, please contact us as soon as possible at info@lalamarketshop.sk or call us at +421 911 555 323.