Frequently asked questions

My LA Sisters account

How can I create an LA Sisters account? 
Do you want to create a account at LA Sisters? That's possible! When you are on our homepage, click on 'log in' in the upper right corner. You will automatically be taken to the registration page to create an LA Sisters account. 

 

How do I login to my LA Sisters account? 
In order to use your LA Sisters account, you must have an existing account. Click on 'log in' at the top right, when you are on our homepage. Fill in your e- mail address and password which you chose when you’ve created your account. Forgot your password? No problem, you can choose the forgotten password option! 

 

I entered my address incorrectly, and the parcel has already been sent, what now? 
It’s the customers responsibility to fill in the correct address details. That does not alter the fact that we find it an unpleasant situation and will do everything we can to ensure that the package still arrives. In this case, please send us an e-mail so we can start an investigation for you at PostNL.

 

I forgot my password / I want to change my password? 
That's very easy, click here to change your password. All you have to do is enter your e-mail address and we will send you an e-mail. Note: this will be sent to your registered e-mail address. 

 

I want to subscribe to the newsletter how does it work? 
How nice of you to subscribe to our newsletter. Click here to subscribe quickly and easily, so you will be the first to know about the collection and all the other great news! So you will be the first to receive special offers, like discount codes or sneakpics of our new collections.

 

Order & Delivery

Where is my order? 
You will receive a confirmation email from us when we have shipped your order. In this e-mail you will find the track & trace number of your package. With the corresponding link and via www.postnl.nl you can track your order. 
Tip: Download the postNL App, then you will automatically receive a notification from postNL. 

 

What is the delivery time? 
Orders placed before 16:00 will be shipped the same day. However, there is an exception for pre-orders. When you place your order you will also get a notification if the product is a pre-order. The average delivery time is 2 weeks. Do you want to know if your order is a pre-order? You can find this on your order confirmation that you received from us by e-mail. The delivery time is also indicated when you order the product. 

 

How do I change my home address? 
Unfortunatly we cannot change your address when you've placed your order.

 

What does it mean when I see 'pre-order' on my order confirmation? 
This means that the item you ordered is sold out due to success. We have put this item back into production for you, the average delivery time is 2 weeks. We always do our best to deliver the product to you as soon as possible. 

 

I've ordered a duplicate item, what's the best thing to do now? 
Thank you for being so alert, in this case it's best to send us an email directly to customercare@lasisters.com. We can't cancel your order when you're order is placed. The best thing to do is send back your order as soon as you've received it.

 

I didn't receive my order? 
That's annoying, sometimes you may not have received the order. This can have several causes, in order to sort this out for you we would like to ask you to send an e-mail to customercare@lasisters.com. 

 

I entered the wrong e-mail address and therefore did not receive an order confirmation? 
We always send the order confirmation to the email address registered with us. If you have entered a wrong email address and you still want to receive your order confirmation, please send an email to customercare@lasisters.com. We can change the email address for you and resend the order confirmation. 

 

I didn't receive my entire order, how is that possible? 
It sometimes happens that a certain item is sold out, so we cannot deliver your entire order in one go. We find it important that you receive your items as soon as possible. That is why we have already sent part of the order. For a 'back order / pre-order' is an average delivery time of 2 weeks. 

Can I change or cancel my order?
Once your order has been placed, it is no longer possible to change or cancel your order.

Can I cancel an order? 
This is unfortunately not possible, if you have placed an order at www.lasisters.com your order is final, you can then no longer cancel the order. Of course you can return the order when you receive your order. 
Please note: Your return shipment must also meet all return conditions in this case. Returning your order is at your own expense. 

 

Can I have my order delivered to a different address? Of course! When you place your order and you are in our check-out, you uncheck 'use invoice address for shipping' and a field will automatically appear in which you can enter the other address. 
It's important to know: Unfortunately, we do not deliver to a postal address or P.O. Box number! 

 

How will my order be delivered? 
We ship all our orders in the Netherlands via PostNL, for package abroud we use UPS, Fedex, GLS or DHL.  If you want to track your order you can do so with the corresponding track and trace code. The track and trace code can be found in the confirmation email we sent. 

 

How can I quickly find articles on your website? 
At the top of the website we have a search bar. Enter the name of the article you are looking for here.
This way you can quickly find the article you are looking for.

 

I haven't received my order confirmation e-mail, what should I do? 
There is a chance that your confirmation email has ended up in the spambox, so please check your spambox first. If there is no message in your spambox, there is a chance that you have entered the wrong e-mail adress. Send an e-mail to customercare@lasisters.com. 

 

I received my order too late? 
Unfortunately, it can sometimes take longer for your package to be delivered due to the hustle and bustle at PostNL or other shipping companies. 
It can also sometimes take longer due to the hustle and bustle with us. At times when we have a special offer or a sale it can be busier than expected. Keep this in mind when you order for example on Black Friday, or an exclusive sale with us. We always do our best to send it to you as soon as possible. 

In the e-mail you received from us, you will find the track and trace code with which you can track your package. 

 

Can I pick up an online order from the showroom? 
No, this is not possible. Our showroom is only accessible to retailers. 

 

How are the shipping costs? 
If you order above 100 euro, we won’t charge shipping costs.

Attention: This only applies if we can ship your order in 1 time. For example, should it be the case that you have ordered two items that together cost more than 100 euros, one of which is a 'repeat order/pre-order'? Then we will charge shipping costs for this. 

 

What is the standard delivery time? 
In general, your order will arrive within 1-2 working days. 

 

My track & trace code doesn't work, what should I do? 
When you receive a track & trace code from us it can take up to 24 hours before the tracking details are visible. From that moment on you can also track your package. Another possibility is that there is a technical malfunction which causes you to get an error message. It often helps to copy and paste your track and trace code into PostNL. If this does not answer your question, I would like to ask you to send an e-mail to customercare@lasisters.com. 

 

Where can I find my track & trace code? 
As soon as your order is completed with us you will receive a track and trace code by e-mail. Here you will find your track & trace code. 

I've been sent the wrong size, article or colour, what should I do? 
Unfortunately, it can sometimes happen that you receive the wrong size, article, or color. Our sincere apologies for this! 
When this has happened, I would like to ask you to contact us as soon as possible via customercare@lasisters.com. The customer service will help you as soon as possible!

 

Pay 

What payment options are available? 
At LA Sisters we find it important that you can pay in various ways so you have the following options: 

Apple Pay
Ideal
Credit Card
Pay Later (Klarna)
Paypal
Sofort Banking
Bancontact
ING Home'pay 

Where can I find my invoice? 
As soon as you have placed an order with us you will receive an email from us to the email address you registered with. At this e-mail address you will receive your invoice/order confirmation. 

What's Klarna? 
Klarna is a service that allows you to pay your invoice later. For LA Sisters, Klarna executes the entire 'post-payment' process, for this reason, the entire payment runs through Klarna. If you have any questions about your payment you can always contact Klarna 020-8082852 by phone or via the chat! 

 

How do I use my coupon code? 
You can redeem your discount code in your shopping cart. You have to fill in your code at 'discount code' and then click on the check mark. 
Note: We generally do not do sales or discount codes. We only give discount codes in very exceptional situations. 

How do I know what the promotions and discounts on the website are? 
If we have a discount code or a sale we will always announce it on our instagram account or through the newsletter, sign up for our newsletter now. 

Is shopping at LA Sisters safe? 
Shopping at LA Sisters is very safe. We use the safest SSL method. This means that your personal data is encrypted and cannot be viewed by others! 

 

How long does it take to process my payment? 
In general we receive the payment very quickly, it does not matter which payment method you have chosen. 

 

Returns & Exchanges

What conditions does my return have to meet? 

• Returns must be made within 14 days of receipt
• All products must be unworn and in good condition 
• Watch out for makeup, stains, damages and/or strong smells
• The hangtag must not be detached 
• All returns are properly checked 
• The return form must be fill in completed
• If the return does not meet all requirements, it will be returned 
• The return costs are for your own costs
• Returns will be processed within 10 working days
  
  When do I get my money back?
  As soon as we have processed your return it takes an average of 3 to 5 working days before the administrative processing is visible. This depends on which payment method you have chosen.

 

What's your return address? 
Returns must be sent to this address all times:

 

LA Sisters
Flight Forum 2500
5657 DZ Eindhoven
The Netherlands

We advise you to always send us your return package with a track and trace code. If the parcel is lost, for example, an investigation can be started at the delivery service. 

Attention: If you return your return shipment to an address other than that described above, then unfortunately we will not be able to process it! 

 

How much are your return costs? 
The return costs are for your own costs.

 

Are there items I can't return? 
Jewelry and all other accessories cannot be exchanged or returned. This is indicated in the description of the products. 

 

How can I return an item? 
As soon as you have decided to return your order to us, your order must match with our terms and conditions of return. You may then address the package to our mailbox. 

LA Sisters
PO Box 69355 1060CK Amsterdam 

Please note: The costs for returning are for your own account! 

 

Can I exchange all items I have ordered through the webshop? 
No, all items that do not meet our general return conditions see ('what conditions must my return meet') we can not handle. When we find that the item does not meet the return conditions we will return it as soon as possible. The costs for this are for your own account.
Note: Jewelry and all other accessories cannot be exchanged or returned. 

 

I want to exchange my ordered item(s) for another size/colour, is that possible? 
Unfortunately we can't exchange an order for you. We advice you to place a new order and send back your current order.

Service & Contact 

What's the best way to contact LA Sisters? 
If you have any questions, you can contact our customer service via e-mail. Customer Service will answer incoming emails from Monday to Friday 09:00 to 17:00. Click here for our contact details. 
Note: Please send the question you have to the correct e-mail address. To avoid miscommunication, we would also like to ask you to send your question to 1 e-mail address, and not to all of our e-mail addresses. 

 

Legal guarantee? 
When you place an order with us, the legal guarantee applies. Legal guarantee means that the item must do what you, as a consumer, may reasonably expect. There is no legal term attached to this. Guarantee because what you may expect as a consumer varies per article. 

 

How do I determine the right size and fit? 
Most of our items have a regular fit, sometimes there is an exception. If the article has an exceptional fit, we will mention this in the product description of the article.