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FREQUENTLY ASKED QUESTIONS

Contact
Where can I find more information about the company LLOYD?

You can find more information about LLOYD Shoes on our Company webpage.

Who can I contact with my questions?

If you have any questions, you can call our free service hotline on 00800-1888 0000 (Monday to Friday 8am - 6pm). You can also contact us by email via contact@lloyd.com or use our contact form to get assistance with your questions. Our customer service team will respond to your query as quickly as possible.

Customer Account
How do I create a customer account at the LLOYD online store?

You can register for a customer account by clicking the second symbol at the top right, in the navigation bar. There, you can click the menu option “Register” to create your own customer account. Alternatively, you can also create a customer account when finalising your order. 

How do I change my account settings?

You can change your account settings at any time from your customer account. To do so, please log in to your customer account using your login details and make the desired changes.

How do I reset the password for my customer account?

You can reset your password from your customer account under the option “Change password”. If you have forgotten your password, you can request a new one by clicking “Forgotten password”.

I can no longer log in to my customer account. What can I do?

Check that you have entered your email address and password correctly. If you are still unable to log in, click on “Forgotten password” to reset your password or contact our customer service department.

Do I need to register for a customer account in order to make purchases from the online store?

If you do not wish to register for a customer account, you have the option to place an order as a guest. The only requirement for this is valid email address.

Orders
Some of the items that were available when I put them in my shopping basket are now out of stock, how can that be?

The items in your shopping basket will only be reserved for you once your order is finalised. If you have not completely finished the order process, it may be that the items have sold out in the meantime. These items will be displayed as not available in your shopping basket (greyed out). 

Can I make any changes to my order or add extra items after it has been placed?

As we hope to send you the items you have ordered as quickly as possible, we begin the order handling process immediately, which is why changing an order once it has been placed is not possible. You can return the items you've ordered and/or reorder the items you want.

How do I know if my order is being processed?

Your order will be processed as soon as possible once we have received it. You can view the status of your order at any time from your customer account. If you don’t have a customer account (ordering as a guest or placing an in-store order), you will receive a delivery confirmation email once your order has been dispatched, in addition to the standard order confirmation email.

Who should I contact if I haven’t received an order confirmation?

In some cases, it may take some time for your order confirmation to be issued. If you still haven’t received an order confirmation after an hour, please feel free to call our free service hotline 00800-1888 0000 or send us an email to contact@lloyd.com or use the contact form.

How can I cancel my order?

As we hope to send you the items you have ordered as quickly as possible, we begin the order handling process immediately, which is why cancelling an order once it has been placed is not possible. You can simply send the items you've ordered back again. Your refund will be issued via the same payment method you used to make the purchase. The refund will be issued once we have processed and inspected the items you have returned. You will receive an email once the refund has been issued. Please note that it may take up to 2-3 business days after the refund has been issued for the sum to be credited to your account.

Why was my order cancelled?

There are various potential reasons why an order may be cancelled. If your order is cancelled on our end, we will contact you immediately. 

How do I check the status of my order or delivery?

You can view the status of your order at any time from your customer account. If you don’t have a customer account (ordering as a guest or placing an in-store order), you will receive a delivery confirmation email once your order has been dispatched, in addition to the standard order confirmation email. This email will contain a link that will allow you to track your package.

Anniversary prize draw
Where can I find information about the LLOYD anniversary prize draw?

For more information on the LLOYD anniversary prize draw, visit www.lloyd-gewinnspiel.de.

Red Stripe Club Germany
How can I register for the Red Stripe Club?

Register by completing our online form available at the following link: https://corporate.lloyd.com/de/en/company/red-stripe-club. A printed version of our membership application can also be completed and returned to any participating LLOYD Concept Store or LLOYD Factory Outlet in Germany. You can also fill in a printed copy of our membership application at one of our participating LLOYD Concept Stores or LLOYD Factory Outlets.

What benefits will I have as a Red Stripe Club member?

As a member of the Red Stripe Club, you will benefit from your own personal customer account and specially selected services and vouchers, which you can claim by collecting SHOEPOINTS. You will be sent details of additional promotions and vouchers on Member Days and your birthday. You will also receive varied newsletters about special events and new products relating to the LLOYD brand.

Is membership in the Red Stripe Club associated with any costs or fees?

No, membership in the LLOYD Red Stripe Club is free of charge. 

I am already a Red Stripe Club member, how can I link my OnlineStore account to my customer number?

This is not currently possible. The SHOEPOINTS of existing club members collected from 15.09.18 will be credited retrospectively. 

How do I cancel my membership?

Membership in the Red Stripe Club can be cancelled by writing to contact@lloyd.com

Where can I find information about privacy?

Information about data protection can be found at https://corporate.lloyd.com/de/en/company/service/company/data-protection

When will I get my Red Stripe Club Card?

Once we have received your membership application, your personal customer card will be posted to the address you provide within approximately three weeks.

Can I apply for a partner card or second card?

No, this is not currently possible. 

What are the benefits of my Red Stripe Club Card?

Your loyalty card is a membership card in the Red Stripe Club. You can collect SHOEPOINTS, take advantage of great promotions and claim vouchers using this card.

Can I use my Red Stripe Club card at the LLOYD online store?

Yes, you can also use your Red Stripe Club card when making purchases from the LLOYD online store.  As of 1 November 2018, you automatically collect SHOEPOINTS every time you make a purchase from the official LLOYD online store, as long as you are logged in. The SHOEPOINTS of existing club members collected from 15.09.18 will be manually credited retroactively. 

Can I use my Red Stripe Club card overseas?

No, international use is currently not possible. 

Can I still collect SHOEPOINTS if I forget my card when shopping at the LLOYD Concept Store or LLOYD Factory Outlet?

Yes, our staff can search for your name, address, and customer number in the system and credit your SHOEPOINTS for the purchase. 

What should I do if I lose my Red Stripe Club card?

If you lose your card, you can contact our customer service by email contact@lloyd.com or by phone 00800 - 1888 0000 (Monday to Friday, 8 a.m.– 6 p.m., free of charge) and request a new customer card. 

Where is my customer number?

Your customer number can be found on your personal customer card under the barcode. Your customer number starts with 1888 and contains 16 digits. 

Can family members or friends use my Red Stripe Club card?

No, only the user is permitted to use the customer card.  

How do I collect SHOEPOINTS?

You can collect SHOEPOINTS for every purchase in Germany in a participating LLOYD Concept Store, a LLOYD Factory Outlet or at the official LLOYD online store www.lloyd.com.

How much is a SHOEPOINT worth?

One SHOEPOINT corresponds to a purchase value of EUR 1.00.

For which products will I receive SHOEPOINTS?

You will receive SHOEPOINTS for all LLOYD products in participating LLOYD Concept Stores, LLOYD Factory Outlets in Germany and at the official LLOYD Online Store www.lloyd.com.

Will my collected SHOEPOINTS be deducted if I return an order?

Yes, the SHOEPOINTS for products which have been ordered but not purchased will not be credited to your customer account. If you return a product, the SHOEPOINTS for the returned products will also be deducted. 

Where can I find an overview of the SHOEPOINTS I have collected so far?

Once you have logged in as a user in the LLOYD online store, you can view your current SHOEPOINT status in your personal customer account at any time from 1 November 2018 onwards. Updates after a purchase may not be displayed for some time.

Can I also transfer my collected SHOEPOINTS to other LLOYD Red Stripe Club members?

No, transferring your collected SHOEPOINTS to other members is not possible. 

What can I do if the number of SHOEPOINTS is incorrect?

Please contact our customer service by email contact@lloyd.com or  by phone 00800 - 1888 0000 (Monday to Friday 8 a.m.–6 p.m., free of charge).

When do my collected SHOEPOINTS expire?

Your collected SHOEPOINTS will be valid for three years after the date of purchase, after which your SHOEPOINTS will expire.

My SHOEPOINTS have not been credited, what can I do?

It may take a few minutes for your SHOEPOINTS to be transferred to the system after a purchase. If the points have not been credited after several days, please contact our customer service by email contact@lloyd.com or by phone 00800 - 1888 0000 (Monday to Friday 8 a.m.–6 p.m., free of charge).

Can SHOEPOINTS also be credited retroactively?

No, this is generally not possible. Existing Red Stripe Club members who start collecting SHOEPOINTS from 15.09.18 will receive a credit for their SHOEPOINTS at a later date, as the membership card will only be available for use in the LLOYD online store as of 1 November 2018.  

How do I redeem my SHOEPOINTS?

Your credit balance will converted to a shopping voucher twice a year. This can be valid for redemption for three months at participating LLOYD Concept Stores, LLOYD Factory Outlets in Germany and at the official LLOYD Online Store www.lloyd.com. The voucher will expire if not used within this period. 

What voucher value can I claim with my collected SHOEPOINTS?

250 SHOEPOINTS can be exchanged for a voucher worth EUR 10.
500 SHOEPOINTS can be exchanged for a voucher worth EUR 20.
750 SHOEPOINTS can be exchanged for a voucher worth EUR 30.
1,000 SHOEPOINTS can be exchanged for a voucher worth EUR 40.
1,250 SHOEPOINTS can be exchanged for a voucher worth EUR 50.
1,500 SHOEPOINTS can be exchanged for a voucher worth EUR 60.
1,750 SHOEPOINTS can be exchanged for a voucher worth EUR 70.
2,000 SHOEPOINTS can be exchanged for a voucher worth EUR 80.
2,250 SHOEPOINTS can be exchanged for a voucher worth EUR 90.
2,500 SHOEPOINTS can be exchanged for a voucher worth EUR 100.
2,750 SHOEPOINTS can be exchanged for a voucher worth EUR 110.
3,000 SHOEPOINTS can be exchanged for a voucher worth EUR 120.

What happens if my SHOEPOINTS status is between the respective exchange levels?

Points below or between the respective exchange levels will remain in your customer account after exchanging the points and can be used in the next season's exchange.

Can I also exchange my SHOEPOINTS at another time?

No, unfortunately this is not possible. 

Where can I redeem my SHOEPOINTS?

Your SHOEPOINTS can be exchanged for a voucher. This can be redeemed at participating LLOYD Concept Stores, LLOYD Factory Outlets in Germany and at the official LLOYD Online Store www.lloyd.com. 

Who can redeem SHOEPOINTS?

Only Red Stripe Club members can redeem shopping vouchers and their collected SHOEPOINTS. 

LLOYD Service
What does the “In-store order” service involve?

Have you found an item at one of our Concept Stores in Germany, but the size or colour you want is unavailable? You can order the right size or colour and pay in-store and have the products you want delivered conveniently to your home address.

What does the “Click & Collect” service involve?

Conveniently order your items of choice online and pick them up from your chosen Concept Store. You will receive a confirmation of dispatch email once we have sent your order to the Concept Store. You have seven days to pick up your order from the Concept Store once it arrives

What does the “Check & Reserve” service involve?

You have the option to reserve the item you want in one of our Concept Stores in Germany for 3 days. You can visit the store to try on and purchase the product you have reserved. 

What does the “Click & Return” service involve?

You have the opportunity to return your previously ordered online items to a LLOYD Concept Store of your choice within Germany free of charge. Please enclose the completed return form with your package and stick the shipping label onto the returns package. You will receive an in-store receipt for the return of goods. Refunds will be credited by the original payment method used.

How can I process a return or complaint if I have placed an order at a store via the “In-store order” service?

Your package will include a return form as well as a shipping label. Please enclose the completed return form with your package and stick the shipping label onto the returns package. Simply hand in the package at your nearest DHL office or at your nearest DHL Packstation. Shipping is free of charge. As soon as we receive your package, you will receive further information from us regarding your refund.

If you no longer have a return form / shipping label, you can contact our customer service department directly by phone on 00800 - 1888 0000 (Monday to Friday 8am – 6pm) or by email to contact@lloyd.com or using our contact form. Please keep your order number to hand when contacting us. You will then receive a return form including shipping label, which will be sent to the email address provided when the order was placed.

You also have the opportunity to return your previously ordered online items to a LLOYD Concept Store of your choice within Germany free of charge (Click & Return). Excluded from this service is the LLOYD Concept Store Hannover, the LLOYD Concept Store Freiburg and the LLOYD Concept Store Hamburg (Alstertal, shopping center). Please enclose the completed return form with your package and stick the shipping label onto the returns package. You will receive an in-store receipt for the return of goods. Refunds will be credited by the original payment method used.

Delivery
How do I check the status of my order or delivery?

You can view the status of your order at any time from your customer account. If you don’t have a customer account (ordering as a guest or placing an in-store order), you will receive a delivery confirmation email once your order has been dispatched, in addition to the standard order confirmation email. This email will contain a link that will allow you to track your package.

What countries do you deliver to?

Your order may only be delivered to your billing address, a different delivery address, or a Packstation within Germany.

How much are the delivery fees?

Orders with a value of €99.90 or higher will be delivered free of charge, otherwise the delivery fee is €4.95.

How long will it take before I receive my order?

Delivery within Germany takes 2 to 3 business days.

What should I do if I haven’t received my package yet?

Please double check that your package was not delivered to a neighbour. If this is not the case and the package has not been delivered within a week after dispatch, please contact us via the service hotline 00800 - 1888 0000 or by email at contact@lloyd.com or use the contact form. We will then immediately check on the whereabouts of your package and, if necessary, initiate an inquiry.

Payment
What methods of payment are accepted?

You can choose one of the following payment methods: Invoice, Sofort, PayPal, or credit card.

Which credit cards are accepted?

We accept Visa, Master Card and American Express.

When will the sum be debited from my credit card?

Your card will only be charged once we have dispatched your order.

Where can I find the bank account details?

You can find the bank account details on your invoice and at the lower section of the page “Bank details”.

Returns and Complaints
How do I return an item I have purchased from the online store?

Your package will include a return form as well as a shipping label. Please enclose the completed return form with your package and stick the shipping label onto the returns package. Simply hand in the package at your nearest DHL office or at your nearest DHL Packstation. Shipping is free of charge. As soon as we receive your package, you will receive further information from us regarding your refund.

If you no longer have a return form / shipping label, you can simply log in to your customer account. Click the link “Return item” there to request a return form / shipping label so you can return the items. This return form will be sent to the email address you specified. To do this, click the link “Return item” and click to select the items you wish to return (check the box). Finally, click on the link “Request return form”.  

You also have the opportunity to return your previously ordered online items to a LLOYD Concept Store of your choice within Germany free of charge (Click & Return). Excluded from this service is the LLOYD Concept Store Hannover, the LLOYD Concept Store Freiburg and the LLOYD Concept Store Hamburg (Alstertal, shopping center). Please enclose the completed return form with your package and stick the shipping label onto the returns package. You will receive an in-store receipt for the return of goods. Refunds will be credited by the original payment method used.

How can I process a return or complaint if I have placed an order online as a guest or at a store via the “in-store order” service?

Your package will include a return form as well as a shipping label. Please enclose the completed return form with your package and stick the shipping label onto the returns package. Simply hand in the package at your nearest DHL office or at your nearest DHL Packstation. Shipping is free of charge. As soon as we receive your package, you will receive further information from us regarding your refund.

If you no longer have a return form / shipping label, you can contact our customer service department directly by phone on 00800 - 1888 0000 (Monday to Friday 8am – 6pm) or by email to  contact@lloyd.com or using our contact form. Please keep your order number to hand when contacting us. You will then receive a return form including shipping label, which will be sent to the email address provided when the order was placed.

You also have the opportunity to return your previously ordered online items to a LLOYD Concept Store of your choice within Germany free of charge (Click & Return). Excluded from this service is the LLOYD Concept Store Hannover, the LLOYD Concept Store Freiburg and the LLOYD Concept Store Hamburg (Alstertal, shopping center). Please enclose the completed return form with your package and stick the shipping label onto the returns package. You will receive an in-store receipt for the return of goods. Refunds will be credited by the original payment method used.

In what circumstances am I allowed to return an item?

Return the complete item with the label still attached, and please ensure that the item is not dirty or damaged. Include the return form with your return package, so that the return can be processed quickly. 

How many days do I have to return my order?

You can return your order within 30 days of the billing date. 

How much does it cost to return items?

There are no additional costs for returning goods you have ordered. In any event, please include the return form with your return package, so that the return can be processed quickly. 

Will I receive a notification once the returned items have been received by LLOYD?

As soon as we have received the items you have returned, you will receive a confirmation that the items have been received. The refund will be issued once we have processed and inspected the items you have returned. Please note that it may take up to 2-3 business days after the refund has been issued for the sum to be credited to your account. You will receive an email once the refund has been issued. 

What do I do if I have been sent the wrong item?

Please use the accompanying return form / shipping label to return incorrectly sent items. Please enclose the completed return form with your package and stick the shipping label onto the returns package. Simply hand in the package at your nearest DHL office or at your nearest DHL Packstation. Shipping is free of charge. As soon as we receive your package, you will receive further information from us regarding your refund.

If you no longer have a return form / shipping label, you can simply loginto your customer account. Click the link “Return item” there to request a return form / shipping label so you can return the items. This return form will be sent to the email address you specified. To do this, click the link “Return item” and click to select the items you wish to return (check the box). Finally, click on the link “Request return form”.  

If you placed the order as a guest or using our in-store order service, please contact our customer service department on 00800-1888 0000, by email to contact@lloyd.com or using our contact form. Please keep your order number to hand when contacting us. You will then receive a return form including shipping label, which will be sent to the email address provided when the order was placed.

You also have the opportunity to return your previously ordered online items to a LLOYD Concept Store of your choice within Germany free of charge (Click & Return). Excluded from this service is the LLOYD Concept Store Hannover, the LLOYD Concept Store Freiburg and the LLOYD Concept Store Hamburg (Alstertal, shopping center). Please enclose the completed return form with your package and stick the shipping label onto the returns package. You will receive an in-store receipt for the return of goods. Refunds will be credited by the original payment method used.

Can I exchange an item I have purchased from the online store?

Unfortunately, for technical reasons, you may not exchange items you have ordered. Instead, you can return the item and place a new order for the item you want. 

What should I do if the item delivered is defective?

If your item is defective or damaged, please contact our customer service department on 00800-1888 0000 (Monday to Friday 8am - 6pm) or by email to contact@lloyd.com or using our contact form.

Refunds
How and when is a refund issued for a return/defective item?

Your refund will be issued via the payment method you used to make the purchase. The refund will be issued once we have processed and inspected the items you have returned. Please note that it may take up to 2-3 business days after the refund has been issued for the sum to be credited to your account. You will receive an email once the refund has been issued. 

Credit card

The credit will be refunded to the credit card we charged. You will be able to see the refund on your next credit card statement.

PayPal

The refund will be issued to the PayPal account you used to make the purchase. Your PayPal account settings will dictate whether the credit will be added to your PayPal account or to the bank account linked to PayPal.

Payment by invoice

In the case of a refund, the invoice amount will be reduced by the amount that the items you are returning cost. You will only pay for the items that you actually keep. If you have already paid the invoice, we will refund the relevant amount to your bank account.

Sofort

We will credit the refund amount to the bank account you used to make the purchase via Sofort.

Data Protection
Are my card details and personal information secure?

All information sent is encrypted to guarantee fsecurity of confidential information. You can find more information in our Privacy Statement.

Care
How do I clean and care for my items?

On the product information page, you can find the care products recommended by LLOYD for the selected item at the lower section of the page. You can also find more information about caring for your products on our “Care Advice” page.