FAQ's
Frequently Asked Questions
How much does delivery cost?
UK Standard delivery is free. Next-day delivery costs £6.99. European delivery is £15. Outside Europe is £30.
How long will my order take to arrive?
UK standard: 2–4 days. Next-day option available. Europe: 7–10 days. Rest of world: 1–2 weeks.
Can I change the delivery address?
Yes, up until the order is dispatched. It depends on the courier and may incur extra charges. After dispatch, address changes can't be made.
What if I'm not home when the parcel arrives?
If undelivered and held by the courier or Royal Mail, it’s your responsibility to collect it promptly.
What if the parcel arrives damaged?
Refuse delivery, keep the packaging, and contact us immediately at contact@lappella.com.
My parcel never arrived — what now?
Allow time before filing a claim:
- Courier: wait 3 working days
- Royal Mail UK: 10 business days
- Royal Mail Europe: 20 business days
- Royal Mail rest of world: 25 business days
Do I have to pay import duties?
Yes. If your country charges customs or import duties, you’re responsible for paying them. We’re not liable for delays or non-payment.
What happens if I don’t pay customs fees?
If goods are returned due to non-payment, we refund the product price minus import charges and delivery cost.
How do I raise a dispute?
Use our contact page on the website. You can escalate unresolved complaints to The Retail Ombudsman or use the EU Online Dispute Resolution platform.
Can I exchange my item?
We do not provide exchanges. To change items, place a new order and return the original for a refund.
What guarantees do you offer?
If you find a manufacturing fault within 6 months of receipt, contact us at contact@lappella.com with fault details. We’ll issue a return form and offer a refund, repair, or replacement.
How do I clean a leather handbag?
Odour removal: place baking soda or activated charcoal inside for a few days.
Stains or smell: wipe gently with a cloth dampened with equal parts white vinegar and water.
Conditioning: use a leather conditioner to restore natural oils.