La Para London

Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at info@laparalondon.com

Delivery

Our Delivery Policy page provides the timeframes, different delivery options and costs.

All our delivery options can be found on our Delivery Information page.

For tracked delivery orders, please use the tracking number provided in your email. You can track the status of the order by using the tracking number on our delivery partners' website.

 

https://www.royalmail.com/track-your-item

 

Please see our Delivery Policy for information on delivery timescales. To report your order as lost, please contact our Customer Service via email at customer.support@laparalondon.com

You will receive a calling card from our delivery partner, Royal Mail. This calling card will provide the details of where your parcel is and how you collect it from one of their depots.

Any order placed for delivery outside of the UK could result in custom charges or import duties. The recipient of the parcel will need to pay any applicable charges prior to receiving their goods.

My Account

You can rest assured that shopping with LaParaLondon.com is safe. We’re fully compliant with the data protection act so we care about keeping your details secure. For further information, please visit our Privacy Policy

You can make changes to your password, delivery details and billing details on your account page.

You'll need to register before you can place an order with us. To register, all we need is your email address. Personal details will only be required once, just before you place your initial order.

Click on the Login button on the top menu and click on 'Forgot Your Password?' link. Your will be prompted to enter your email address and submit, a link will be sent to your email address to reset your password.

Ordering

Yes, click on the 'Cart' icon at the top of the page and you'll be able to see the item(s) you have in there so far. 

If you want to remove an item completely then click the trash button.

Our Customer Service team is always on hand to provide support and guidance. All orders have to be placed through your online account but they're more than happy to help you do so.

Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved addresses but you can choose to add a new one by clicking 'Add a new address'.

We’re sorry to hear you want to cancel.

 

If there is anything that we might be able to do that means you don’t have to cancel, then you can contact our Customer Service team via email at customer.support@laparalondon.com

 

If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order. 

 

We’ll send you an email within an hour to let you know if the cancellation worked. 

 

If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay.

 

You can visit our Returns Policy to help you get the order back to us instead.

Once you've placed your order we cannot make any changes to it. 

 

If you want to try and cancel so that a new order can be placed, then you'll need to log-in to your account.  

 

Select the relevant order and you'll see that you can choose to cancel individual items or the whole order.

 

We'll send you an email within an hour to let you know if the cancellation worked. Please don't place a new order until you hear from us.

It's easy to place an order with us.

 

Once you've found the product you want, you'll need to click 'Buy Now'. You can either carry on shopping or click 'View Cart' if you've got everything you need; this will give you the option to checkout.

 

If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you'll need to enter the details manually.

 

Check everything is correct and you're good to go. We'll send you an email as soon as the order is on its way.

We'll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.

We may ship items separately in the event of one or more of the items being delayed.

We take pride in our products so we're sorry to hear you've received your order damaged.

 

Sometimes things can go wrong but don’t worry, as we can help. Please send us a message via email at customer.support@laparalondon.com

 

Please don't throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again.

 

As soon as we've looked into what went wrong, we'll let you know what we plan to do next by sending you an email.

We’re really sorry to hear that, sometimes things can go wrong but don’t worry as we can help. Please send us a message via email at customer.support@laparalondon.com

 

We'll need to know the following information so that we can fix this for you

 

1. Order Number

2. Incorrect item received

3. The correct item ordered

 

As soon as we've looked into what went wrong, we'll let you know what we plan to do next by sending you an email.

All items ordered with laparalondon.com depend upon availability. We want you to be able to order and receive the products you love effortlessly, so we'll always aim to let you know if an item is out of stock.

 

Now and again there can be an unexpected delay, if so we'll get in touch to let you know.

Don't worry we understand that this can happen; you can try and cancel the item in your account.

 

You'll need to click on the item and choose the cancel option. We'll send you an email within an hour to let you know if it worked.

 

If you can't cancel then you can send the item back to us. It's best to refer to our Returns Policy to find out how.

 

We're really sorry that happened as we aim to provide high quality items to all of our customers.

 

So that we can look into this for you, please contact us via email at customer.support@laparalondon.com

 

To speed the process up, it'd really help if you could find the information below before contacting us, don’t worry if you can't though, we can help once you get in touch.

 

1. Order Number

2. Product Name

3. Details of the fault

4. Images that support the fault, if applicable

 

As soon as we've looked into the fault we'll let you know what we plan to do next by sending you an email.

Your account makes it easy to keep track of all your orders.

Once you've logged in you'll see each individual order that you've placed with us. Select the one that you want and you'll be provided with all the details you need about that order. 

We'll also send you a dispatch email as soon as your order is on the way.

Your account will show any previous orders you've placed.

Click on the order you want to view to find out more. If the order has been sent tracked then you'll be able to click through to track it from your account.

The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.

Payments

We offer a variety of online payment methods to ensure our customers can place orders with ease.

Visa
Visa Debit
Mastercard
Maestro
American Express
PayPal
Apple Pay
Amazon Pay

 

Buy Now Pay Later Options
Klarna - Pay in Installments
Klarna - Pay in 30 days
ClearPay
ZIP
Laybuy
Splitit

 

Other Payment Methods
Bitcoin
Dogecoin
AliPay
WeChat Pay


You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorisation by us and the card issuer.

We do this to ensure that our customers are safe while they shop.

If you want to add new payment details then you'll need to do this at the checkout stage. 

 

Your new card details will be saved once your order has been placed. You just need to click on the checkbox 'Save my information for faster checkout'

Once you've found all the items that you want then click 'Checkout', Once you've entered all your details, click on 'Review Order'

You'll see a box which says 'Discount code? Enter it here'. 

Add your discount code into this box and click 'Add' to apply the discount.

If the code doesn’t work then you'll need to check that you're not trying to use more than one offer and none of the items are on our exclusions list.

If you're seeing the status 'Payment Error' on one or more of your orders then this means that we need you to check the payment information that has been submitted.

 

Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you'll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.

 

If you've done all that and still can't fix the problem then please contact our Customer Service team by emailing customer.support@laparalondon.com

Once you place an order, the payment will show in your account as pending until we send the products to you. 

 

The pending transaction is telling you that the payment is authorised to be taken.

Any order placed for delivery outside of the UK could result in import duties and taxes (including VAT). 

We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country. 

Returns & Refunds

Please let us know if you don't want the order within 14 days of receipt and make sure the products have not been opened.

 

To get the order back to us safely, please use the Manage Returns link. 

 

You will have all the information you need, but you can also refer to our Refund Policy page for more information.

Please use the Manage Return link to start the return process. This portal will provide all that is needed to submit a return.

As soon as we receive your order we'll review the reason for return and let you know what will be the next steps.

Please see our Refund Policy page

Your refund should be returned to your account within 5 working days and you will receive an email to let you know it has been processed.

 

Please contact us at customer.support@laparalondon.com if you have not received the refund within this time.

Website

You have the right to ask about what personal data we hold about you. 

Please email us at customer.support@laparalondon.com

Please see our Privacy Policy Page

You can write to us at the registered office address below, but note that this is not the address to return items to. If you need to return a product to us, please click on the Manage Return link below to proceed. 

La Para London Limited

71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

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