We recommend that you create an account to access exclusive areas and services dedicated to our customers.

1. Select the item size on the product page.
2. Add the product to your shopping cart.
3. Access the cart by clicking the icon in the upper right corner.
4. Select the shipping method.
5. Enter the shipping and billing information, if different.
6. Enter payment information.
7. Verify that the information entered is correct.
8. Click continue and finalize your order by clicking "buy."

Within a few minutes, you will receive an email with the order confirmation.
Once your package leaves our warehouse, you will receive another email with a tracking number so you can check the shipping status, its location, and the estimated delivery date.

On each product page, you will find a drop-down menu called "Size Guide," where you can consult our conversion chart to identify the size that best suits you. If you still have doubts, do not hesitate to contact us at customerservice@lolacruz.com; we will be happy to assist you.

If, upon receiving your order, the size is not suitable, you can always request an exchange by following our exchange and return policy.

If any of our products are identified as “pre-order”, it means that the model is not yet in stock, but we will be receiving it soon and you can reserve it now through our website.

The estimated delivery time may vary depending on the item and will be specifically indicated on each product page. However, it is usually the case that the model will be available within approximately 14 days.

If your order includes at least one pre-order product, it will be shipped complete when all items are available. If you need to receive the available products sooner, you can contact our customer service team at customerservice@lolacruz.com

If a product or size appears as unavailable when selected, you can subscribe to our stock replenishment notification.

To do so, select the desired size and click on "Notify me when available." Then, enter an email address where we will automatically notify you when the item is back in stock for purchase.

We accept all major credit cards, as well as PayPal, Apple Pay,
Google Pay and bank transfer.

You will be charged in the same currency as the prices are displayed in the
checkout area. The total order amount only includes the cost of the
products and shipping costs.

Lola Cruz has the most advanced security systems to protect your
payment details, in order to guarantee the complete security of all
transactions.

Orders can be canceled as long as they have not been shipped. If you wish to cancel an order, please contact us at customerservice@lolacruz.com

If the order has already been processed in one of our warehouses or shipped, it cannot be canceled.

• Spain (ES), Portugal (PT) - Free Shipping
• Belgium (BE), Germany (DE), France (FR), Italy (IT), Netherlands (NL) - €5.00
• Rest of the European Union (EU) - €15.00
• Rest of the World (ROW) - €35.00

Estimated delivery times are:

• Spain and Portugal | 1-2 business days
• Rest of Europe | 2-4 business days
• Rest of the world | 4-6 business days

During sales or promotional periods, shipments may experience delays.
Orders placed using bank transfer as payment will require an extra day for processing.

You will receive an email with a tracking number once your order has left our warehouse. Enter that number on the carrier's website and track it.

Yes! You can now pick up your online order at any Lola Cruz physical store. It's completely free; just make sure to select the in-store pickup option during checkout.

Yes, we deliver to pick-up points. Just make sure to select this option during checkout.

If your order has not yet been shipped, it is possible to change the delivery address. We recommend that you contact us as soon as possible at customerservice@lolacruz.com so that we can manage it.

Once the order has been shipped, it is no longer possible to make changes to the address details.

You can request a replacement of purchased items only within the first 30 days of receiving the package, provided that the items are unmarked, in their original, undamaged box and bag, and have been tried on a carpeted surface. Otherwise, the exchange may not be accepted.

To exchange for a different size/model, you must place a new order. Once the new order is placed, you must write back to us informing us of both order numbers, the new one and the old one.

After receiving your email, we will send a courier to deliver your new order, and you must give the courier the old size, placing the invoice inside the box.

Once we receive it at our facilities, we will proceed with your refund.

The free size or model exchange will apply only once per order and only to those made within the European Union.

If you wish to make a return, you must send the package back to our offices in Paterna (Valencia) using the shipping company of your choice. Remember to include a copy of your order invoice, as well as the completed form, to expedite the identification process and subsequent refund.

Shipping costs are borne by the customer. We recommend choosing certified shipping. If the package is returned with shipping costs due, that amount will be deducted from the total pending refund. The return address is:

Navima Brands
Ronda Narcís Monturiol, 23-25
46980 Paterna, Spain.

Returns must include a copy of the invoice and the completed return form. Both documents are inside your order package. This will allow us to correctly identify your order and understand the reason for the return.

Returns are not accepted for accessories such as socks, bags, or other similar items.

Products that have been used or show signs of wear cannot be returned either.

For footwear, it must be tried on a carpeted surface and must be returned unmarked, in its original box and bag, and in perfect condition.

If the product does not meet these conditions, the return may not be accepted.

VAT refunds are not available for online purchases. If you wish to use this option, we invite you to visit one of our physical stores.

For more information, please contact our customer service department at customerservice@lolacruz.com

The maximum time to process a refund is 20 business days from the receipt of your return. The crediting period for credit cards depends on your banking institution.

Refunds are issued only for the amount of the product returned. Original shipping costs and any additional shipping-related costs are non-refundable.

For international shipments, if the order generated tariffs, import taxes, or other customs charges, these costs cannot be refunded, as they correspond to procedures external to the purchase process.

Las incidencias relativas a productos adquiridos a través de cualquiera de los canales oficiales de venta de Lola Cruz deberán notificarse exclusivamente mediante correo electrónico customerservice@lolacruz.com

Para que la reclamación pueda ser tramitada, el cliente deberá facilitar:

• Fotografías claras del producto y de la incidencia detectada.
• El número de pedido, factura o cualquier otra documentación que acredite la compra a través de un canal oficial de Lola Cruz.

Lola Cruz únicamente podrá gestionar incidencias derivadas de compras realizadas a través de sus canales oficiales de venta. Las incidencias relativas a productos adquiridos en establecimientos multimarca, distribuidores autorizados, marketplaces u otros puntos de venta deberán tramitarse directamente con el establecimiento donde se efectuó la compra.

Asimismo, el producto objeto de la reclamación deberá permanecer en todo momento a disposición de Lola Cruz durante el proceso de evaluación de la incidencia. La empresa podrá solicitar el envío del artículo a sus instalaciones para llevar a cabo la inspección física que resulte necesaria.

En consecuencia, el cliente no deberá desechar, destruir, reparar, modificar o disponer del producto antes de la finalización de la evaluación de la reclamación. Si el artículo hubiera sido desechado o no pudiera ponerse a disposición de Lola Cruz para su inspección, la empresa no podrá verificar el estado del producto ni determinar el origen de la incidencia y, por tanto, se reserva el derecho a no admitir o desestimar la reclamación.

La resolución de cualquier incidencia quedará supeditada a la revisión de la documentación aportada y, cuando proceda, a la inspección física del producto por parte de Lola Cruz.

To preserve the quality of your footwear, clean it regularly with a soft cloth or delicate brush to remove dust and dirt. In case of stains, use cleaning products suitable for the material. Avoid prolonged exposure to water, humidity, or direct heat. Always store your footwear in a cool, dry place, preferably inside its protective bag, and avoid contact with rough surfaces, sharp objects, or fabrics that may transfer color.

For material-specific recommendations, please refer to our footwear care guide.

We currently do not offer a repair service for our products. However, if any part or charm has come off, you can write to us at customerservice@lolacruz.com indicating your order number and attaching the necessary photos.