Question 1

Where is our 'Made to Order' service available?

Accepted Answer

You can place your personalised order (Made to Order) through the Customise option available on our website. The estimated manufacturing and delivery time is 3 to 4 weeks.
Please note that, as this is a personalised product, exchanges and returns are not accepted, except in the case of manufacturing defects or an error on our part, in accordance with current legislation.

Question 2

How do I resolve queries about bag dimensions?

Accepted Answer

In the description for each bag, you will find all the information you need to know about the dimensions of the item in question:

-The numbers indicate Width x Height x Depth

-The length of the handle refers to the total in cm from end to end. If it is an adjustable handle, two measurements will appear: the minimum and maximum length.

-The span of the strap refers to how the bag falls when hung from the shoulder.

-For more information on the measurements, most product descriptions include images of how the bag falls.

Question 3

I have a question that does not appear in this list.

Accepted Answer

If you have any queries that are not included in the FAQs, you can always contact us through our social networks on Instagram and Facebook, as well as our WhatsApp chat, and we will be happy to help you.

Question 4

Where is the nearest Lottusse store?

Accepted Answer

If you want to find out where the nearest Lottusse store to you is, you just need to check the Lottusse Stores section.

Question 5

What is our NFC technology?

Accepted Answer

Our NFC system allows you to verify the authenticity of your product in a simple and fast way. Each item has an integrated NFC chip containing a unique ID. By bringing your NFC-enabled smartphone close to the chip, you will be redirected to a web page where you can verify the authenticity of your product.

Question 6

How long is the guarantee for Lottusse items?

Accepted Answer

Lottusse's items come with a two-year guarantee.

Question 7

How can I request a repair?

Accepted Answer

If any of your Lottusse items suffer a defect during the guarantee period, you can email atencionalcliente@lottusse.com attaching the purchase receipt, and you will receive a reply as soon as possible.

Question 8

If the item I want is out of stock, will it be restocked?

Accepted Answer

The production of some items is limited, with very few units available. However, it is likely that some models will be restocked during the season. If you have any questions about an item or size that you cannot find on our website, you can write to us at atencionalcliente@lottusse.com, or send us a message over WhatsApp, and we will resolve your queries. You can also leave your email address in the box on the product page and, if it becomes available again, you will receive a notification immediately by email.

Question 9

What do I do if I receive a product with a defect?

Accepted Answer

If you think the item you have received has a defect, please email atencionalcliente@lottusse.com with the order reference and images to help us understand the problem. You can also contact us via the contact form from your user account, which is activated immediately after the delivery of your order is confirmed. Or, if you prefer, we can help you through our WhatsApp chat.

Question 10

What do I do if I have questions about my size?

Accepted Answer

You can consult our sizing guide that you will find on each product page or contact us via WhatsApp. We will be happy to help you.

Question 11

I cannot see the prices or add a product to the basket

Accepted Answer

If you are checking our online store from a country where sales are not active, you can access the catalogue, but you cannot view the prices or add items to your basket. If this happens to you, you can email atencionalcliente@lottusse.com, and we will try to see if there is a possibility for you to purchase the item another way.

You can check the list of countries where sales are available in the Delivery Locations section of these frequently asked questions.

Question 12

I am trying to place an order, but I am not able to.

Accepted Answer

We recommend you try making the order from another browser, device or through a private window. If you still have problems, please email atencionalcliente@lottusse.com or contact us through our WhatsApp chat.

Question 13

What payment methods can I use?

Accepted Answer

You can currently use the following payment methods:

Credit card
PayPal
Klarna
Amazon Pay

Question 14

The system does not accept my credit card.

Accepted Answer

It is not very common for credit cards to be rejected during the purchase process. However, if this happens, it may be due to one of the following reasons:

-Your card is expired.

-You have reached the card limit.

-There are too many transactions: you have made more payments than usual and your bank pauses the use of your card for security reasons.

-You have filled in the details incorrectly.

-The card does not have secure purchases activated: in some cases your card blocks online purchases, and you need to activate it.

-The card does not allow international payments: the issuing bank has limited your transactions in the recipient country.

-The card does not accept automatic billing.

If the problem persists, please do not hesitate to contact us by emailing atencionalcliente@lottusse.com or by using our WhatsApp chat.

Question 15

To which countries are products sent?

Accepted Answer

You can purchase Lottusse items if your delivery address is in the following countries: Germany, Andorra, Saudi Arabia, Australia, Austria, Belgium, Brazil, Canada, Cyprus, Colombia, South Korea, Croatia, Denmark, United Arab Emirates, Slovakia, Slovenia, Spain, United States of America, Estonia, Finland, France, Greece, Hong Kong, Hungary, Ireland, Italy, Japan, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Malta, Morocco, Mexico, Norway, Netherlands, Poland, Portugal, Qatar, United Kingdom, Czech Republic, Romania, Singapore, Sweden, Switzerland, Taiwan, Turkey.

Question 16

Can I buy from other countries?

Accepted Answer

Depending on where you are, we may be able to send you the item you want even if sales are not active for the online store in that country. Email atencionalcliente@lottusse.com, and we will explain the process. We will give you a quote for the delivery and once you accept the conditions, you will be able to make the payment via bank transfer.

Question 17

Why is my order late?

Accepted Answer

Orders are normally processed and delivered within an estimated time of between 24 and 48 hours. However, at specific times of the year (such as sales seasons, national holidays, holiday periods, Christmas, etc.), the delivery times may vary. Remember that we are always at your disposal to check the status of your order through our WhatsApp chat.

Question 18

Can I view the tracking number of my order?

Accepted Answer

Yes, in your user account you can check the link to track your order. You will also receive an email with this link once we have prepared and sent your order.

Question 19

How can I request a return?

Accepted Answer

If you wish to return a Lottusse item, you can request it provided that the item has not been made to order. You just have to log in to your user account and request the return within 30 calendar days of receiving the order. The item must be in perfect condition with its original packaging and not have been used. For exchange a product, please make a return and a new purchase.

Question 20

Can a 'Made to Order' product be returned?

Accepted Answer

No exchanges or returns are accepted, except in the case of manufacturing defects or an error on our part, in accordance with current legislation.

Question 21

When will the refund be paid into my account?

Accepted Answer

After checking that the item is in perfect condition and approving the return, the refund will be made within a maximum of 14 working days.

The amount will be refunded to the same card with which the payment was made. This type of payment to credit cards usually takes several days, and the time it takes will depend on the bank.

Question 22

How do I care for and clean the shoes?

Accepted Answer

Many types of footwear have specific care instructions. You can check the best way to care for your shoes in the product description. We also have special cleaning sets with everything you need to keep your shoes in perfect condition.

Question 23

How can I find out the sizing of Lottusse shoes?

Accepted Answer

You can check the sizing of each footwear model in the product description, clicking on Size guide. You can also check the equivalent in other sizing systems.

Frequent questions

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