frequently asked questions

How can I order a wedding dress to try on at home online?

Quickly and easily. Just find the wedding dress you like, add it to your cart, and place your order like in a regular online shop.

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 have prepared your order and handed it over to the carrier. You can expect it to be delivered the next day.

The carrier has delivered your package, and you can start trying on your wedding dresses.

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 trial period.

Can I cancel my order?

You can cancel your order if its 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 order is received, items cannot be deleted or modified.

What payment method can I use when purchasing services?

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

When will my order be charged?

Payment for the order will be charged as soon as it has been authorised.

What should I do if I have been charged twice for an order?

Some banks may show a pre-authorization and then the actual payment. This amount will be unblocked automatically. Should this not be the case, we recommend that you contact your bank to request that the pre-authorisation be unblocked.

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 a refundable deposit?

The refundable deposit, amounting to 10% of the sale price of the wedding dress, is a deposit that serves as a guarantee in case of damage to the goods. The selling price is stated in the offer details for all wedding dresses. As a customer, you are responsible for returning the tried products in the condition in which you received them, taking into account reasonable wear and tear, where reasonable wear and tear in this case means the condition of the products resulting from one-time use for the purpose for which they are intended. This means trying on the dress once in a clean environment so that there is not even minimal soiling and/or damage. We also do not accept the return of goods with the protective labels removed.

- Soiling of goods

For soiling of the dress, such as brown to black soiling from the wet exterior, food/drink stains, make-up, 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 can I expect delivery of my order?

Your order will be delivered to you during the first day of your chosen dress fitting time. The rehearsal period is 2 calendar days, with the first day of hire always being a Tuesday. In the event that you do not collect the products from the courier on the 1st day, the booking period will be reduced according to the booking calendar.

How will my order be delivered?

Shipments ordered at www.lalamarketshop.com are delivered by our logistics partner Direct Parcel Distribution SK, s. r. o.

What is the shipping cost?

Shipping costs vary based on the destination country. The total cost of delivery and return is calculated automatically during checkout as part of the “Try At Home” service.

Can I change the delivery address of my order?

Once the order has been confirmed, it is not possible to modify data such as delivery address, shipping method, recipient's name, etc.

How do I know my order has been shipped? How can I track it?

You can track your shipment in the Order Detail by clicking on Track Shipment (DPD). If you have any problems with your order, please let us know and we will be happy to help.

To which cities/countries is delivery possible?

The "Try At Home" service is currently available within Slovakia and the Czech Republic.

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

No. Due to the nature of the goods we offer, we do not recommend the use of parcel boxes. A courier from our contracted logistics partner will deliver the parcel directly to your home.

What should I do if I receive damaged products?

If you receive damaged goods, please contact us as soon as possible by email at info@lalamarketshop.sk or by phone +421 911 555 323.

Can I have a different shipping and billing address?

Yes, your billing and shipping address may be different. Simply set your billing and shipping address before you complete your order.

How do I hand the goods back to you when the service is finished?

The rental ends when you hand the wedding dress over to the courier. You don’t need to arrange anything, we’ll take care of booking the return pickup. You’re responsible for making sure the dress is packed and ready for return on time. The return will be scheduled for the 3th day of the rental period. Please pack the dress in the same packaging it arrived in, and wait for the courier to call you to agree on a pickup time.

If the return is delayed, a late fee of €50.00/day applies. If any unexpected situation occurs and you can’t return the dress on time, please contact us as soon as possible so we can help you resolve it.

How can I make a product complaint?

If you wish to make a complaint, please contact us in writing at our email address info@lalamarketshop.sk and provide a specific description of the complaint. Based on the information provided, we will send you an acknowledgement of receipt of the complaint and information on how to handle the complaint within the statutory time limits. We will do our best to resolve the problem as quickly and conveniently as possible.

How long does it take to process a complaint?

The time limit for processing a complaint starts from the date of filing a complaint with the Supplier on the basis of the Terms and Conditions, Article X., Complaints Procedure. After inspection of the claimed products and acknowledgement of the complaint, the complaint must be settled immediately, and in justified cases the complaint may be settled later. The processing of the complaint may not take longer than 30 days from the date of its submission.

I have received products with a defect that was not mentioned in the product description, what should I do?

You are obliged to report any undescribed defect that can be detected immediately upon first inspection, but no later than 24 hours after the delivery of the products. Otherwise, you lose the right to claim any defect.

I have received a damaged package, what should I do?

In case of a damaged package, do not accept the parcel from the courier, refuse the parcel and inform us about the situation. We will do our best to send you new goods as quickly as possible or refund the amount paid. If you decide to accept the parcel, please remember that you must draw up a damage report with the courier. Otherwise, the damage would not be taken into account by the courier and would be difficult to prove to you and to us. Once the damage has been established and the report has been drawn up, the parcel remains with the addressee. We guarantee that we will help you with the process of returning the goods to our store and with the further handling of the whole matter.

What should I do if I receive different products than I ordered?