FAQ

FREQUENTLY ASKED QUESTIONS

We have gathered together some frequently asked questions together with helpful information to ease your shopping at Lilja the Label. If you can’t find an answer to your questions, feel free to always get in contact by email at [email protected]!

PRODUCTS & SHOPPING

When will you restock?

We don’t have a set schedule for restocks, but will always try to replace sold-out sizes as soon as possible. You can sign in for an in-stock notification on each individual product page once you click on your size and submit your email address. This way we will automatically send you an email as soon as the product stock level is updated and your size is available!

The items you’ll find in our sale category unfortunately won’t be restocked anymore as they are styles from previous collections or styles with only the last pieces left.

 

How do I place an order?

We’re happy to hear that you are interested in purchasing a Lilja the Label product. Once you picked your fave item, put it in the shopping cart and head to checkout. You will need to fill-in your contact details and address and finally pay for the order. Voilà – you’re order is now placed and will be shipped asap! 🙂

You can always order through our website 24/7, shop at our showroom in Helsinki during the opening hours or shop through one of our retailers!

If you are facing any difficulties placing an order, you can always contact us via email [email protected] and we’ll help you out.

What currency does the website use?

At the moment our entire website uses EUR, however you are able to pay in your currency once you’ve entered your payment information at checkout.

Do your prices include VAT?

Finland and the rest of the European Union

For all orders within Finland and the rest of the EU, our prices include VAT and all other taxes and fees. The price you see at checkout is final, and you won’t have to carry out a customs clearance or pay any additional feed.

Norway

We are part of the VOEC system in Norway and therefore Norwegian VAT (25%) is included in our prices when shipping to Norway. You won’t have to carry out a customs clearance or pay any import fees or taxes

The UK

The Brexit has caused some changes in EU VAT regulation and currently orders valued under 135GBP will include the 20% UK VAT with no additional import taxes when arriving in the UK. Orders valued over 135GBP will be 0% VAT meaning you will pay 20% less at checkout but will have to pay import taxes when your package arrives in the UK. Both options will end up costing the same, but with low value orders we are required to carry out the import clearance instead of the customer. Should you need more information, the HRMC has extensive knowledge about the newest regulations. Please note that all this is out of our control and we are trying our best to adapt to the situation.

Rest of the world

For all non-EU countries, VAT is not charged at checkout and you’ll see the lower, tax-free prices once you submit your address information at checkout. These prices will be lower than our EU rates as the EU VAT rate is deducted! However, you may have to pay the destination country’s VAT and import fees when importing your order into your destination country. We have no control over these fees and taxes, so it’s always worth checking with your local customs authority if you are unsure.

Can I pay for my order using a gift card?

Yes, of course! Once you have decided on your items go to checkout, where you will be able to fill-in your gift card number. The final balance will automatically update itself and you are ready to place your order!

Do you have any discount codes?

We don’t often run campaigns as our product pricing reflects the cost of sustainable and ethical manufacturing, however it’s always worth checking our Instagram account @liljathelabel if there’s a special going on! We don’t recommend following coupon site links found on a Google search as often these coupon sites can include wrong information, collect your information and even have malwares. If we have a promo code, we will post it in our own channels. Stay safe! x

I received a wrong or damaged item. What do I do?

We’re so sorry to hear this has happened to your order! Regardlesss of whether the error has happened at our warehouse while packing your order or if it’s been a manufacturing fault, we will sort it out for you as quickly as possible. Please get in contact with us at [email protected] and we’ll help you out. We are kindly asking you to include your order number and a photo of the fault to be able to handle the matter as efficiently as possible.

SUSTAINABILITY

Where are the products made?

Our factory is located on the gorgeous paradise island of Bali in Indonesia. This factory has been manufacturing all our swimwear and activewear from 2018 onwards. The factory is ran by a young local couple employing a total of 36 people: four in the office alongside the owners, two specialising in fabric cutting, 26 in manufacturing, three in quality control carefully checking the pieces before they make their way to us and to you and one in graphic design. The team has been able to grow significantly within the past three years we have been with them we could not be happier to be growing together with this amazing family business. 

We absolutely love our factory and are so lucky to have a business relationship we can trust with our whole hearts. We have decided on this factory and our other manufacturing partners, such as fabric retailers, manufacturers of packaging materials etc. after extensive research of the factories, their working conditions, fair wages and holidays.

Currently we only work with our factory in Bali, Indonesia, so all items being manufactured now come from the same place. We don’t rule out working with more factories in the future, and will keep complete transparency when doing so.

Working with a small business (just like us!) enables us to build more personal relationships with our manufacturing staff and to support these young, ambitious entrepreneurs working for their dreams. We have been privileged to personally visit the factory and are trying to do so yearly.

Are Lilja the Label products sustainable?

Short answer  – We always try to make conscious choices in our entire production chain. We manufacture our products using fabrics made from recycled materials and are working with an ethical small family-ran factory. We use recycled and biodegradable packaging materials in all our orders.

Long answer – We’ve wrote an entire page about our sustainability practices ranging from the fabrics we use to packaging materials and choices implemented at our store and office. You can navigate to our sustainability page by clicking this link.

Do you use recycled materials?

We manufacture our products using fabrics that utilise recycled yarns and fibres, such as ECONYL® nylon and REPREVE®.

ECONYL® nylon may be the first regenerated nylon fiber for swimwear and activewear fabric that comes to mind, and for a great reason! ECONYL® nylon is a regenerated nylon yarn made by an Italian company called Aquafil. The swimwear and activewear fabrics utilising ECONYL® yarn are manufactured exclusively by Italian Carvico and consist of 78% regenerated nylon (ECONYL® nylon) and 22% elastane coming in different thicknesses suitable for both swimwear and activewear. ECONYL® nylon has been made utilising pre-consumer and post-consumer waste such as fishing nets, fabric scraps, carpet flooring and industrial plastic. For each 10 000 tons of the raw material collected, they are able to save 70 000 barrels of crude oil and 65 100 tonnes of CO2 emissions from entering our atmosphere.

REPREVE® is the world’s leading recycled fiber made from recycled plastic bottles regenerated into a high quality nylon yarn. As billions of plastic bottles worldwide end up on landfills, REPREVE® is combatting an enormous problem and giving these valuable resources a new life. The company behind REPREVE®, Unifi, has already recycled more than 25 billion plastic bottles and rescued them from ending up on landfills and turning into a waste. At the same time, they have avoided 646 million kgs of CO2 emissions from entering into our atmosphere. Compared to making what’s called virgin fiber, making REPREVE® offsets using new petroleum, emitting fewer greenhouse gases and conserving water and energy in the process.

You can navigate to our longer sustainability page by clicking this link.

Can I have more information?

Absolutely! You can find our full sustainability page here and more information about us here. You can also always send us your questions by email or via our social media channels. We are aiming to be completely transparent about our products and the entire production chain, and will love to answer your questions.

SIZING

How do I know what size to order?

Our sizes run from XS to XL. To find your correct size check out our sizing guide and our product images. All our models are wearing their regular size. Depending on what fit you are looking for, you can easily size up or down. Always keep in mind, that swim wear stretches a bit over time. If you have any questions about sizing just email us and we can help! 🙂

If I'm in between sizes, should I size up or down?

If you are in between sizes, think of whether you like your swimwear to be a snug fit (best for watersports) or a little bit looser (many prefer this for tanning and chilling). If you are in between sizes, you can probably wear both, but it’s up to you which fit you’ll prefer. Also think of whether you’d like your bottoms to sit high above the hip or lower over the hip bones? If you like a low fit, you can opt for a larger size than someone who prefers a high fit, even though your hip measurement would be the same, and the other way around.

Do the items stretch or shrink in use?

Swimwear fabric always loosens up and gets a little softer in use. Your items will also stretch a bit when wet, so choosing a fit, that is snug but comfortable ensures the pieces don’t get too loose after a while!

Can I exchange or return an item if I chose a wrong size?

All our items have a 14-day return policy, as we know shopping for swimwear can be tricky! However, we don’t offer free returns/ exchanges and advise you to check out our return page for further instructions.

SHIPPING

Which countries does Lilja the Label ship to?

We’re happy to offer worldwide shipping! You will find more information about shipping fees and times to different countries in the sections below.

Where do you ship from?

We ship all orders from our warehouse located in Turku, Finland. In some rare cases we ship orders manually from our showroom in Helsinki, Finland. This may be the case if you have been in contact with us about a certain product that is no longer available online but we still store at our showroom.

What are your shipping costs?

We offer FREE Express shipping worldwide on all orders over 150€! No coupon needed, the shipping cost will automatically be deducted once your cart is over 150€.

Shipping fees for orders under 150€:

Finland: Posti 6€

Europe EU: Standard shipping  8-10€ / DHL Express 14-16€ – see the exact country specific shipping rates at checkout once you fill in your shipping country

Europe non-EU: DHL Express 15€

World: DHL Express 18€

How long does shipping take?

Order handling times:

Our warehouse aims at packing your order within 24 hours from order on business days. Orders arriving on the weekend will be packed and shipped on Monday. Once your order has been packed and given to the courier, you will receive our shipping confirmation by email.

Shipping times after shipping confirmation email:

Finland: 1-3 business days with Posti

Europe EU: Standard shipping with GLS takes approximately 3-8 business days depending on your location / Express shipping with DHL Express takes approximately 1-2 business days depending on your location

Europe non-EU: Express shipping with DHL Express takes approximately 2-3 business days depending on your location

World: Express shipping with DHL Express takes approximately 2-4 business days depending on your location

What is the status of my order?

As soon as your order is shipped you will receive a shipping confirmation with a tracking number – you can use this link to track your order at the courier’s website. Keep in mind, that shipping rates can’t be guaranteed during the pandemic and some orders might take a little longer than usual. We are sorry if this is the case with your order, but hope you understand that this is completely out of our hands.

If you are facing problems with shipping or your order seems to be stuck or lost, we are advising you to contact the courier in your country for first-hand information about the problem. You can also always contact us and we’ll escalate the matter to the courier responsible for the package.

Can I change my shipping address?

Please contact as at [email protected] as soon as possible and we will see what we can do! If your order hasn’t shipped yet and you haven’t received a shipping confirmation email yet, there is a great chance we can still stop the order and change the address. However our warehouse is quite quick at handling the orders so we can’t guarantee this. If you notice an error in the address details after your order has shipped, we recommend contacting the courier directly to possibly adjust the address before delivery.

Can I change or cancel my order?

If you haven’t received a shipping confirmation yet, we most likely are able to still change or even cancel your order given that we see your email before our warehouse packs the order. Please contact our customer service at [email protected] and we’ll do our best. Once your order has shipped, we sadly no longer are able to modify it as it has physically left our warehouse. In this case you can either place a new order with the correct items and/or return the order once it has arrived to you.

Do I have to pay customs fee and taxes?

Depending on where your order is headed, you might have to pay additional custom fees and/ or taxes. We have no control over these fees and taxes, so it’s always worth checking with your local customs authority if you are unsure.

For all orders within Finland and the rest of the EU, our prices include VAT and all other taxes and fees. The price you see at checkout is final, and you won’t have to carry out a customs clearance or pay any additional feed.

RETURNS

What is your return policy?

Although we are completely in love with all items, we do understand that shopping online can be tricky! We offer a 14-day return policy counted from the day you receive your order. If you wish to return or exchange your order, please head to our returns page for detailed instructions on how to send your item(s) back to us.

Can I exchange my order/size?

We unfortunately don’t offer exchanges, but are happy to send you a code for free shipping on your new order. You will receive the free shipping code after filling in the return form HERE. By placing a new order you won’t have to wait for your return to arrive back to us and worry about your replacement item running out in the meantime. We will then refund you for the original order as soon as your return arrives back at our warehouse.

Can I return a sale item?

Yes! Our 14-day return policy applies to ALL items, as long as they are unworn, clean and undamaged. Please head to our returns page for further instructions.

What is the status of my return?

You will receive an email confirmation from us during each step of the return process. If you haven’t heard back, it’s worth checking your spam folder as well in case these emails have been routed there. Returns usually take 2-5 days to reach us when shipped within Finland,  and 5-20 when shipped internationally. If you’re return seems to be stuck or suspiciously long on the way, get in contact with us and we will see what we can do! 🙂

Once your return has arrived and been handled by us you will receive a confirmation email. This is usually within tree business days from the parcel arriving back at our warehouse.

If you track your return and see that your return has been routed to a post office instead of direct delivery to our warehouse, it’s no problem, but just let us know so that we can go pick it up! 🙂