Frequently Asked Questions
Order Issues
If using a mobile device or the app, try using the website to complete your order. If using the website make sure you clear your cache and cookies, and if this doesn’t work try changing your browser.
Still having trouble? Send our customer services team an e-mail at: contact@lobbyoutlet.com and make sure you include the browser/device you’re using, any screenshots or photos, and make sure you e-mail us using the same one you have an account with.
Once your order has been dispatched from our warehouse, you’ll receive a dispatch e-mail with your tracking link. You can then track the parcel directly with the courier. Orders are normally dispatched within a few working days. If you can’t find your e-mail make sure you double check your junk/spam folders.
Once an order has been placed unfortunately it cannot be cancelled or amended. You can return your order using our free returns service, or you can refuse delivery with the courier. The parcel will then be returned to us and we’ll refund you. We’re hoping to be able to cancel or amend orders in the future!
Once an order has been placed unfortunately it cannot be cancelled or amended.
Once an order has been placed unfortunately it cannot be cancelled or amended.
Unfortunately, we do not offer a price matching service. As a reputable retailer we do our utmost to remain as competitive as we can on the market to ensure our customers get the best value from shopping with us.
We’ve gone paperless so you won’t receive any paperwork in your parcel. You’ll still get your order confirmation and dispatch via e-mail.
DELIVERY
If when you track your order you can’t see an update on your parcel and it’s been more than 5 days, get in touch with out customer services team via emails or contact us form who can investigate further .
Please also note that tracking does not update straight away after shipping, please allow 24 hours after receiving your shipped email before attempting to track.
We offer several shipping options to meet your needs, including standard shipping, expedited shipping, and overnight delivery. The available options will be displayed at checkout based on your location.
Orders are typically processed within 1-2 business days. Shipping times vary based on the selected shipping method and your location. Standard shipping usually takes 3-7 business days, while expedited options can deliver your order within 1-3 business days.
Once your order has been shipped, you will receive a confirmation email with a tracking number. You can use this number to track your order on our website or the carrier’s website.
Once an order has been placed unfortunately it cannot be cancelled or amended.
Yes, we offer international shipping to many countries. Please note that international shipping rates and delivery times vary by destination. Additional customs fees or import taxes may apply, which are the responsibility of the customer.
If you receive a damaged or incorrect item, please contact our customer service team within 7 days of receiving your order. We will arrange for a replacement or refund as quickly as possible.
Currently, we do not offer in-store pickup. All orders are shipped directly to your provided shipping address.
Return and Refund
We offer a 30-day return policy. If you are not completely satisfied with your purchase, you may return the item(s) within 30 days of delivery for a refund. Please ensure that the products are unused, in their original packaging, and in the same condition as when you received them.
To initiate a return, please contact our customer service team at contact@lobbyoutlet.com with your order number and the reason for the return. We will provide you with a return authorization and further instructions on how to proceed.
Yes, a return label fee of $6.99 USD will be deducted from your refund to cover the cost of return shipping.
Once you have received return authorization from our customer service team, securely pack the item(s) in the original packaging and attach the provided return label. Drop off the package at your nearest shipping facility or schedule a pickup with the carrier.
We do not accept returns of used products. All returned items must be unused, in their original packaging, and in the same condition as when you received them.
Once we receive your returned item(s), we will inspect them to ensure they meet our return policy criteria. This process typically takes 5-7 business days. After the inspection, we will process your refund, and you will receive a confirmation email.
If you receive a damaged or incorrect item, please contact our customer service team within 7 days of receiving your order. We will arrange for a replacement or refund as quickly as possible.
Refunds are typically processed within 5-7 business days after we receive and inspect your returned item(s). The refunded amount will be credited to your original payment method. Please note that it may take additional time for your bank or credit card company to process and post the refund to your account.
Currently, we do not offer direct exchanges. If you would like to exchange an item, please return the original item for a refund and place a new order for the desired item.
Gift Wrap
Online you can get each item in your order wrapped for a small cost, calculated at checkout. Simply select ‘gift wrap’ on the items in your bag and choose from our different options. If you are purchasing multiple quantities of the same item, your gift wrap option will be applied for all units. Please bear in mind that during peak times this service may not be available.
For online orders, the price of gift wrap will be calculated at the checkout, once you’ve made your selections.
We are unable to refund gift wrap charges if your product is unwanted or you have changed your mind.
We’ve gone paperless so you won’t receive any paperwork in your parcel. You’ll still get your order confirmation and dispatch via e-mail.
You may enter up to 60 characters for your personalised ribbon message. Your message will be printed in a single line, in gold lettering and will repeat to fill the full length of the red satin ribbon. We will choose the most appropriate length of ribbon for your gift.
We offer a range of gift box sizes and will choose the most appropriate size for your gift.