Ordering & Payment FAQs

How to order?

We take orders 24/7 via lailaandlyra.com. Explore available products, add to cart & proceed to checkout. To complete checkout, fill up shipping information, select courier & the payment method. An order is successful only if you have received an order confirmation and an order number.

What are the accepted methods of payment?

You may send us a payment through any of these options:
Credit card (one time payment via Paypal), Paypal, Bank Deposit (BDO, BPI), Remittance (LBC, Palawan Express) and G-Cash

What is a backorder?

Backorder means you are placing an order for an item that is out of stock, but will be available at a future date. You can order these items and it will be shipped once the stocks arrive at the HQ. Availability date is shown on the product description.

I had the product in my cart, but lost it during checkout. What happened?

In some cases, we may run out of an item while you are completing the order. This usually happens during launches when a product is in demand and someone was ahead of you in completing the checkout. In the event this happens to your order, you may check back to see if there would be backorder or sign up for a back-in-stock alert to be notified of any returns.

The product I want is sold out. Will you restock?

It takes time but we try to bring back popular styles. Restock News are usually shared via our social media pages (Instagram and/or Facebook) To receive a back-in-stock alert, we suggest popping your details into the products page to be notified of any restock arrivals. To do this just to the product, select size you had your eye, type in your e-mail and click on the Notify-me button that you should see on any out-of-stock product. Be sure to react quickly when you receive a Back In Stock Alert as relist/returns could be limited to 1-2 pieces only and high demand items may still sell out entirely once restocked.

How long does it take to confirm over-the-counter payments?

Once we've received a clear copy of your proof of payment, we will review and validate your payment in 24 hours (excluding weekends and holidays). You will be sent an Order Acknowledgement email once our team confirms your payment.

Do you offer COD?

COD is not an option at this time.

If purchasing a gift, what are my wrapping options?

During checkout you may choose to add a Gift Box Set that starts at p30 (approximately $0.65). Gift Box set is a DIY/self wrap set kit that includes a flat-packed box, tissue paper and notecard.

Your gift may also be sent directly to the address specified during checkout. Just add the Gift Box Set and fill out the Order Notes with your personalized message during checkout. For privacy reasons, invoice will not be included.

Size & Clothing Guide

Whenever possible, we recommend checking the actual garment measurement on the product description taking into consideration any personal preference when it comes to fit. In the absence of measuring tools, you may refer to the Size Guide that is based on height & weight averages.


Shipping & Delivery

For in-stock items: Depending on the shipping method you select, your order should be processed and shipped within 1-3 business days after order verification and payment confirmation.  Note that during festive and sale periods, please allow more time for delivery.

For Pre-order & Backorder: Estimated ship-by-date for Pre-order and Backorders are indicated on the product description. When placing an order for multiple items, and one item is a backorder or preorder, your entire order will ship once the preordered item becomes ship ready. 

International shipping: We ship internationally via DHL. Shipping fee is computed during checkout. We do not deliver to P.O boxes at this time.

Processing: Orders are shipped on business days only - Monday-Friday, excluding National Holidays. All shipments are processed in our Headquarters at Silang, Cavite, Philippines. 

Rate: We use a courier and weight-based shipping rate that starts at p165 for LBC deliveries. Free shipping via LBC is provided if the order (after discount, if applicable) is php2500 and above. Free shipping offer is automatically applied during checkout and does not apply to multiple checkouts that are less than p2500.

Lead time for delivery: NCR 2-5 days | Luzon 3-7 days | VisMin 5-12 days. These transit times are estimates and starts from the day your order was endorsed to the courier. Temporary delays are possible when limited by weather conditions, government restrictions or other unexpected circumstances. 

For urgent and same-day delivery services please click here for more details.

Returns & Exchange

For damages and issues

This rarely happens but in the event that you have received a defective or wrong item, please contact us at webadmin@lailaandlyra.com with your order number and a description of the issue, along with photos if available and we will help you out as soon as we can.

To be eligible for repair or replacement, the garment must be in the same condition it was received (unworn, unwashed, unused with tags and in its original packaging) and product concern should have been reported within 7 days of delivery.  Our Customer Service Team will provide confirmation and instruction should it be necessary to return the product/s involved.

For size exchanges

We do accept change of size with the following conditions:

- Item was purchased directly from our website

- Item is not a custom, pre-order or backorder purchase

- Item for exchange is available

- Item for return is in excellent, sellable condition

- Purchase is within 7-days upon delivery

- Customer covers for the shipping fees and any price variation

To start an exchange, you can contact us at webadmin@lailaandlyra.com with your order number. Please note that this applies to size exchanges only and subject to availability. If the product is still available for viewing on the site, you may check if the new size you'd like to get is still available before sending an email.

Our couriers do not process retrieval at this time and shipping of returns would have to be initiated and processed by you. To avoid this (and to help reduce carbon footprint), we recommend checking out the garment measurement on the product description in selecting the size taking into consideration any preferences. Each product will generally have fit info included in the bullet points below the product description. Most items fit true to size unless otherwise explicitly stated. For additional measurements or sizing/fit advice on specific items, please feel free to reach out to webadmin@lailaandlyra.com

Exceptions / non-exchangeable items

Certain types of items cannot be exchanged. This includes gift cards, sale items, custom products under Bespoke, pre-order or backorder purchase and international orders.

Additional exceptions apply for:

- Orders placed through third-party retailers

L&L merchandise purchased at independent department stores must be returned to the location where it was purchased. Store return policy would apply.

- Style exchange requests due to change of mind

We hope you love your order! Our mission at L&L has always been to surprise you and we only release pretties that we know for sure would delight you! But if this is not the case with your order, we're sorry as we might not be able to take it back. We do not accept returns and exchange due to change of mind.

Please get in touch if you have questions or concerns about your specific item.

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Laila & Lyra reserves the rights to reject any exchange or return that do not fulfill any of the above stated requirements.

Laila & Lyra reserves the right to amend this policy at any time.


Didn't find what you were looking for? Get in touch with us!

Other ways to reach us:

To share photos with us, please email hello@lailaandlyra.com

For brand-related inquiries including stockistship and press or PR, please contact rjljardenilmarketing@lailaandlyra.com

To send us a private or direct message, like @lailaandlyra on Facebook or Instagram. We’ll get back to you ASAP. Please include your name, order number, and email address for a faster response!

Heads up! We follow business hours and we're offline during weekends!


LAILA AND LYRA HQ

Sta. Rosa Heights Phase 2, Lot 1H, 3rd Floor,

Sta Rosa-Tagaytay Rd, Brgy. Puting Kahoy,

Silang, Cavite 4118

SMART/Viber +63 998 5100568

GLOBE/Viber +63 917 6790056

Facebook @lailaandlyra

Instagram @lailaandlyra

M-F 9:00AM to 5:00PM

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