FAQ (Frequently Asked Questions)

• Help! My order is incomplete!

If you have ordered more than 1 item and your order is incomplete, the missing items will often be delivered the same day or a day later. If your order is actually incomplete, please contact us via the contact form or via info@l-aroz.com

• Cancel order

It is possible that you are not satisfied with your purchase and would rather cancel the order. If the order has not yet been processed, we can cancel your order. You can send an e-mail to info@l-aroz.com or contact us via the contact form . We will do our utmost to cancel the order for you. Unfortunately, it is not possible to change the delivery address and shipping options after placing the order.

• Change order

After you have completed your purchase, we will send you a confirmation email with the details of your order. It is not possible to modify the order, it is only possible to cancel an order if it has not yet been processed.

• Products out of stock

We would like to inform you that there is often a possibility to deliver an item that is not in stock. In most cases it can be reordered. Keep an eye on our website or send us a message for more information.

• Pre-orders

It is also possible to place pre-orders for products that are marked as pre-order, or when this has been announced elsewhere via our own channels (for example via our Instagram page).

Pre-order purchases have a maximum processing time of 7 business days before your order is shipped. This includes the time it takes to process, pack and prepare your order for shipping.

We will do our best to ship your order as soon as possible, but we ask for your understanding and patience during this processing period. If you have any other questions, we are always here to help you.

Collection

• Can I be informed when an item in my size has arrived?

• Availability

When you place an item in your shopping cart, it is not automatically reserved. Even if the availability indicator is constantly updated, it can happen that an item in the chosen size and color combination is still indicated as available, even though it has sold out in the meantime.

• How often does a new collection come online?

We aim to renew our collection monthly, when you click on 'NEW Arrivals' you will see all new items in one overview.

• How can I view the collection?

If you click on 'Collections' at the top of the site, you will see all items from the current collection. Depending on the time of the season, this can be new collection or sale. If you only want to see new items, click on 'NEW Arrivals' . These are items that were added to our collection no later than 2 weeks ago.
If you only want to see sales, click on 'SALE!' Under 'SALE!' you will find items from the current season that are on sale.

• How can I see if an item is in stock?

If an item is out of stock, it will be shown on our website as "Sold out". In extremely busy times, i.e. when many customers order at the same time, it sometimes happens that a sold out item is offered anyway, but fortunately that is very rare.

• How can I tell if an item is large or small?

If an item is specifically large or small, we will mention this under the item overview.

Send

• Who takes care of shipping the packages?

We work together with PostNL to ship our packages.

• Which countries do you ship packages to?

We currently only ship within the EU.

• What are the shipping costs?

• What is the delivery time of an order?

At the moment it is very busy at PostNL. The delivery time of your order may be longer than you are used to from us, it is also possible that your Track and Trace code is not immediately visible on the PostNL site. Please try again later.
The average delivery time can vary between countries, in most cases it is within 1-3 business days in the Netherlands. When your order is shipped, you will receive a shipping confirmation by email with a PostNL Track and Trace code.

• Can I also pick up my order?

Unfortunately, this is not possible because we do not have a physical store.

• Do I have to sign for receipt of my order?

No, you do not need to sign for receipt of your order.

• What happens to my package if I am not at home?

If you are not at home to receive your package, you will receive an email from PostNL with instructions on how to proceed with the delivery. Click here to track the shipment, all information about your shipment will appear here. Enter the track and trace number that you received from us by email.

• Can I have my order delivered to a different address?

Yes, you can. When completing your order, select the address where you want to receive the package. Would you rather pick it up at a PostNL collection point? Then indicate this to PostNL in your delivery preferences. Click here for more information.

• Can I track the status of my order?

You will receive an email with a Track and Trace code as soon as your package has been registered with PostNL. You can track your order on www.postnl.nl using your Track and Trace code. Please note: You can only track your package once it has been scanned for receipt by PostNL. If your Track and Trace code gives an error message or is not recognized, your package has not yet been included in the actual shipping process. Please try again later.

Pay

• What about payment security?

Secure online payments, but actually complete security of trading is of great importance to our webshop. That is why not only our payment connection, but our entire webshop meets the strictest conditions. You can recognize webshops that meet these requirements by the closed lock that is placed in front of our URL in the address bar.

• What payment methods are accepted?

In our webshop you can pay safely with iDeal (ABN AMRO, ASN Bank, Bunq, ING, Knab, Rabobank, Regiobank, Revolut, SNS Bank, Triodos Bank, Van Lanschot Bank) , Bancontact, MasterCard, Maestro, VISA, PayPal, Apple Pay and Google Pay.

• Are the prices inclusive of VAT?

Yes, all prices in our webshop include 21% VAT.

Returns

• What is the return policy regarding L'Aroz purchases?

Our returns policy for L'Aroz purchases is simple: if you are not satisfied, we will give you your money back in the form of a voucher code .

We have a 30-day return period ( NOTE: register a return within 14 days ), so take your time to see if you are happy with your purchase. Of course, we also pay attention to the condition of the item; trying it on is of course fine, but it must not be worn or damaged. In addition, it is also important not to remove original tags and labels from the item. If you comply with this, you will receive a voucher code within 14 days. The voucher code is valid for 3 months after issue.

Returns must always be reported in advance so that we can start a returns process.
Returns without prior notification will not be processed!

• If you have used FREE shipping because your order amount exceeded a certain amount, but ultimately decide to keep items and the retained order value is less than this amount, the standard shipping costs will still be charged and deducted from your voucher code.
  
  
• This also applies if a discount code has been used where a discount applies to a valid starting price, for example a welcome discount valid on orders from €75. If you decide to keep items and the order value is less than this amount, this will be settled and deducted from your voucher code.

You can read more about this here .

• How can I return an order?

You can return your order to us, provided with a completed return form . More information can be found on the return form.

• Are there any costs associated with returns?

A return shipment is at your own expense and risk, so the customer. Unless of course it is a mistake of ours, then we will pay the return costs.

• When and how do I get my voucher code?

You will always receive your voucher code as soon as possible, but no later than within 10 working days. For a quick and accurate handling, it is important that you fill in the return form completely and add it to your return package. You will receive your voucher code by email.

• How long is my voucher code valid?

Your voucher code is valid for 3 months after issue.

• Which carrier can I use to return an order?

You can return your order with any carrier you like. The return costs are at your expense. Please note that return costs vary per provider. DHL and DPD often have more favorable rates than PostNL . Make sure your return is delivered to our return address:
L'Aroz
Van Ostadestraat 39
5613 GP Eindhoven

Create a shipping label HERE via PostNL;
Create a shipping label HERE via DHL;
Create a shipping label HERE via DPD.

Swap

• Can I exchange an order?

No, unfortunately it is not possible to exchange orders. If you want to receive a different size of an item, you can return your purchase and place a new order for the correct size.

Reviews
We believe it is important that reviews give the best possible picture of our products and services. Our reviews are therefore managed impartially by WebwinkelKeur . WebwinkelKeur has taken measures to guarantee the authenticity of reviews. You can read about these measures here .

Our customers are not rewarded for writing reviews. No discounts or other gifts are given. Click here to read more about authenticity of reviews!

Emails

It sometimes happens that the emails that L'Aroz sends, such as an order confirmation, proof of shipment or our newsletter, end up in your spam folder. You can solve this problem by looking for the email in the spam folder and marking it as 'safe'.

This way, the spam filter is 'trained' to consider emails from L'Aroz as safe. The next time you receive an email from L'Aroz, there is a greater chance that the email will end up in your Inbox and not in your spam folder. Unfortunately, we cannot fix this in any other way.