Frequently Asked Questions (FAQ)

FAQ – Lolla Kids Frequently Asked Questions

1️⃣ What payment methods are available?

Lolla Kids accepts MB Way, credit card (Visa, Mastercard), PayPal and payment by Multibanco reference, to ensure flexibility and security in purchases.

2️⃣ Where do we ship?

We ship to mainland Portugal, Madeira, and the Azores. We currently do not ship to the European Union.

3️⃣ How long do shipments take?

  • Mainland Portugal: 1-3 business days

  • Islands: 3-7 business days (varies depending on weight)

4️⃣ How much is shipping?

Shipping costs are automatically calculated at checkout based on weight and destination. For islands, you can simulate shipping costs using the CTT Simulator .

5️⃣ Can I pick up my order at the Store?

Yes, we have a physical store with pickup available. Typically, on weekdays, they're available for pickup within 60 minutes.

6️⃣ How does personalization work?

Many of our items can be personalized with a name or initial. Simply indicate this in the personalization field before completing your purchase.

7️⃣ Do you accept exchanges or returns?

Yes, according to our Refund Policy , you can return non-personalized items within 14 days of receipt, as long as they are new and in the original packaging.

8️⃣ Can personalized items be returned?

No, personalized items cannot be returned or exchanged except in the case of a defect.

9️⃣ I received a defective item, what do I do?

If you receive a defective item, please email info.lollakids@gmail.com with your order number, description of the issue, and photos of the item. We'll review and resolve the issue as soon as possible, providing a replacement or refund, as applicable.

🔟 How can I contact Lolla Kids?

You can contact us through:

1️⃣1️⃣ How do I know if my order has been shipped?

You'll receive a confirmation email with a tracking number once your order ships. You can track your order online until delivery.

1️⃣2️⃣ Are the products safe for children?

Yes, all our products are carefully selected and meet European safety requirements, making them suitable for the age indicated on each product.

1️⃣3️⃣ Can I change or cancel my order?

If it hasn't shipped yet, we can try to change or cancel your order. To do so, please contact us as soon as possible at info.lollakids@gmail.com, or by phone: 00351 924 417 128 (Call to national mobile network)

1️⃣4️⃣ Can I request gift wrapping?

Yes, we offer gift wrapping for all products. To request it, simply indicate it in the appropriate comments field or send us an email after placing your order. The R$0.50 fee applies to each individual product.