FAQ: Frequently asked questions
Below, we aim to provide you with answers to your most common questions and concerns. Whether you're seeking information about our products, shipping, returns, sizing, or anything in between, this is your go-to resource. If you can't find the answer you're looking for, feel free to reach out to our customer service at email@example.com.
Can I try the items on?
We know that online shopping can be tricky so trying the items on at home is essential. However, please keep in mind that most items we stock are hygiene items. Therefore it’s important to try the items on with care, in case you need to return.
We ask you to try all bottoms and onepieces on with your own underwear on. We also cannot accept a return if there are remnants of makeup, deodorant, self tanner, perfume or any other marks. Neither can we accept items that have been washed, so please don’t wear and wash if you plan to return.
We don't want to reject your return but we can't compromise on this. Please make sure the items you are returning are unworn and free of marks of any kind.
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. 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.
Do you have any discounts?
We don’t often run campaigns as our product pricing reflects the cost of sustainable and ethical manufacturing, however it’s always worth checking out @liljathelabel on social media in case there is a special!
We don’t recommend following coupon site links found on search engines as often these coupon sites can include wrongful information, collect your information and even have malware. If we have a discount code, we will post it in our own channels. Stay safe!
Do the prices include taxes?
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 fees.
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 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 VAT is not included and you will have to pay the import taxes when your package arrives in the UK. With orders under 135GBP, 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. 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.
How much does shipping cost?
The shipping cost depends on your location. Please refer to our shipping page for the most up to date country specific information.
How long does shipping take?
Our warehouse aims at packing your order within 24 hours 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 depend on the courier and your location, with express options starting from 1-2 business days. Please refer to our shipping page.
Where do you ship from?
We ship all orders from our warehouses located in Halle, Germany and 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 have it in-stock at our showroom. Either way, orders are always shipped from Germany or Finland, which are a part of the European Union.
Where is 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 at all times and unforeseen delays might occur. 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 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 firstname.lastname@example.org 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.
Can I update my address?
Please contact as at email@example.com 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.
Do I have to pay customs fees?
If you are located outside the EU, Norway or United Kingdom, you may have to pay additional custom fees and/or taxes – this depends on your country. Different countries may have different minimums, and we don’t have a rule that would apply to all countries. We have no control over these fees and taxes, so it’s always worth checking with your local customs authority if you are unsure.
EU: All orders are sent from within the EU (Germany or Finland) and you won’t have to carry out a customs clearance or pay import fees.
Norway: We are a part of VOEC and our prices include the Norwegian VAT. You won’t have to carry out a customs clearance or pay import fees.
UK: For orders under 135GBP, the UK VAT is included and you won’t have to carry out a customs clearance or pay import VAT. However, orders over 135GBP are VAT 0% and you will have to pay VAT when importing the package to the UK. This is outside our scope of control, and we can’t avoid these fees. You can also place two orders valued less than 135GBP if needed.
If you deny the delivery of a non-EU shipment (for example due to customs fees), we unfortunately have to deduct 40€ from your refund to cover some of the costs that follow. If you wish to return your order, please carry out a standard return – this works out to be more economical for both sides!
Can I return an item?
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. The return cost is covered by the customer.
We’d like to remind you that we cannot accept your return if there are remnants of makeup, deodorant, self tanner, perfume or any other marks on the item. Also, we cannot accept items that have been washed, so please don’t wear and wash your items if you plan to return them. Please make sure the items you are returning are clean, not washed and have all their original tags attached.
Can I exchange an item?
Within the EU, we offer size exchanges for the same item via our return portal. While you fill in your return form, you are asked whether you’d like to receive the same item in a different size. Your new size will be shipped as soon as we receive your return. The shipment cost of your new item will be covered by us.
If you want to exchange to a completely different item, we kindly ask you to place a new order as our returns portal only caters for size exchanges. You will receive a free shipping code so that you won’t have to pay for the shipment of your new item again. You will receive the free shipping code after filling in the return form HERE.
In a rush to get your new item? We recommend carrying out a standard return and ordering your new item straight away. By placing a new order you won’t have to wait for your return to arrive back to us. 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.
Where is 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. If your 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 three business days from the parcel arriving back at our warehouse.
When will I be refunded?
After receiving your return, we will refund your order as soon as possible. You will receive an email confirmation once your refund has been handled.
What size should I choose?
Our sizes run from XS to 2XL. 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. Keep in mind that swimwear always softens a bit over time. If you have any questions about sizing just email us and we can help!
What if I'm in between sizes?
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 shrink or stretch 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!
What does preorder mean?
If the item you’re looking at is on preorder, it means that it is not in stock nor available for immediate shipment. Preorders generally mean that customers are able to order a certain product before it’s being manufactured, or while it’s being manufactured. Preorders can ensure a more conscious production process: when brands know the rough amounts of how many items they will sell, they can avoid both overproducing and underproducing and can meet the demand better.
When will my preorder be delivered?
Preorders generally take 3-8 weeks to arrive. The estimated schedule is visible on each preorder item’s product page. If these schedules change due to reasons outside our control, we will of course update the estimates and get in contact with all customers that are waiting for their orders.
Can I order preorder items and in-stock items together?
A rule of thumb is that your order will be sent out once your last preorder item arrives at our warehouse. If you want to order both preorder and in-stock items, we recommend placing two orders to get your in-stock items immediately. If you’re not in a rush and want to save on the shipping cost, you can add the in-stock items in the same cart with your preorder items and we’ll ship them out together once all the items have arrived.
Can I return a preorder item?
Absolutely! Our standard return policies apply on all preorder items as well. This means that you can shop with a peace of mind, and if for any reason you want to return the item, you can do so within 14 days from receiving the order. So the wait time for preorder items does not affect the return policy at all, it’s always 14 days from when the order arrives.
Can I cancel my preorder?
Yes, you can always cancel your preorder if your situation changes or if you feel like the wait has been too long. You can do so by emailing us your order number and stating you’d want to cancel. No reason needed, and it’s completely ok if you need to cancel! We will refund your entire order amount including the shipping cost.
If the order has already been sent and you need to return the item(s), you can do so within 14 days from receiving the items. Our standard return policies apply on all preorder items as well.