FAQ

FAQ

Shipping Info

IS SHIPPING FREE?

Shipping is free on all items over $49. For items that are less than that, a small fee will be added to your order at checkout.

HOW DO I CHECK ON MY ORDER?

To check on your order click on your name in the menu bar then click the order number you're interested in tracking. You will see tracking info on the order detail page.

Alternatively, you can either send an email to support@lolaandvan.com or chat with us through the messenger application on the bottom of your screen. For us best to help you, please include the order number that you are asking about in any inquiry. We will do our best to respond as soon as possible.

MY ITEM(S) IS DAMAGED ON ARRIVAL, WHAT DO I DO?

Gosh, we are so sorry that your item(s) are damaged. Please contact support@lolaandvan.com where we can manage your replacement process. In your replacement inquiry, please include images of the damage to the item. We will only replace items that were damaged upon arrival and will not replace items that are damaged due to normal wear and tear.

HOW LONG WILL IT TAKE TO RECEIVE MY ITEM?

We have worked tirelessly to optimize our delivery network so you can get your home looking great as soon as possible. Our goods are shipped using a number of different methods, with varying delivery timeframes. Please check the product detail page for information on shipping time for that item.

CAN I RETURN AN ITEM?

Eligible items may be returned within 30 days of receipt for a refund of the purchase price. The return needs to be in its original condition and packaging. Items that have been used may not be returned. Custom made items such as pillows and artwork may not be returned, as they are printed on-demand when an order is placed.

All return-eligible items are subject to return shipping fees. Please contact support@lolaandvan.com with the subject line “Return Order . Our customer care team will provide you with return shipping instructions. Please note that your order ID can be found in your purchase confirmation email.

WHAT IS YOUR CANCELLATION POLICY?

You may cancel an order within 24 hours of purchase. However, if an item is already shipped you may no longer cancel it.

Account Information

HOW DO I RESET MY PASSWORD?

You must be logged out to reset your password. Click the “person” icon on the main menu. You will be directed to the log-in form. Below the entry fields you will see a link to rest your password. Click the link and follow the instructions.

HOW DO I ACCESS MY SAVED DESIGNS?

To see your saved designs, select “Gallery” from the main menu. Click on the “My Gallery” link and you will be directed to all of your saved designs.

General Info

HOW DO I GET A FREE CONSULTATION SESSION WITH YOUR PROFESSIONAL DESIGNERS?

Our team of professional designers is eager to help you design a beautiful room that stays within you budget! While in the room design app, click the "?" on the top left of the screen. You will see a tab at the top of the next page that says "1-on-1 Designer Session". Follow the instructions on that page.

Once you sign up, you will be sent a link to a Zoom meeting. Simply follow the link when it’s time for your design session and our designers will spend a half hour with you to get the perfect look. If you need more help after your half hour is complete, simply sign up for another time slot.

DO YOU SELL PAINT?

We currently do not sell paint. We are working on a feature that will allow you to pick from a selection of paint colors from actual paint vendors. Stay tuned!

WHICH ITEMS ARE PRINTED ON-DEMAND?

At Lola + Van, our number one priority is to help you get a great looking room. Some of our favorite features allow you to customize the pillows and artwork in your room to get a truly unique and color-coordinated result. To allow for this customization, we manufacture these items on-demand when they are purchased.

HOW DO I ASK MY FRIENDS FOR THEIR OPINIONS ON MY DESIGN?

We’re so excited that you want to consult your friends and family on your design decisions! After you have created your room design, select “Gallery” from the main menu and click on the “My Gallery” link. You will see a “Share” button underneath your design that will send designs to your friends and family.

WHAT DOES IT COST?

It’s FREE to get started at Lola + Van. We only make money when you purchase any of the items in your room design.

CAN I USE MY EXISTING FURNITURE IN MY DESIGNS?

Right now you cannot add your existing furniture into the room. We work hard to constantly add more products to the catalog and suggest that you use similar furniture in our catalog to approximate your existing furniture.