FAQ

How long will my order take?

We work to get your order to you as quickly as possible. Please remember that during peak seasons such as Black Friday or the Christmas campaign, orders may be delayed. Orders generally take 24-48 business hours to arrive within the peninsula from the time they leave the warehouse, and 3-7 business days for the islands and the rest of Europe.

Shipping costs within the peninsula are €5 and free for orders over €150. Shipping costs outside the peninsula will be automatically calculated in the shopping cart.

How can I request a return?

If your purchase is not what you expected, you have up to 14 calendar days to return your order, starting from the day you or an authorized recipient receives it.

For a return to be accepted, the product must be in perfect condition, in its original packaging, and with all originally included items. For hygiene reasons, returns of pareos and scarves will not be accepted.

Return costs are €6 for the peninsula and Balearic Islands, and €15 for Europe and the Canary Islands.

The refund will be processed within 14 calendar days from the date the return is received.

Visit this link to request your return.

Can I exchange an item?

At It's Lava, we do not offer item exchanges, only returns. Therefore, if the customer wishes to exchange an item for a different one, they must purchase the new item and return the original one. The refund for the returned item will be processed once It's Lava receives the order and confirms it is in perfect condition.

How to care for my bag?

For synthetic leather models, cleaning should be done with neutral soap or alcohol-free wipes. Contact with acidic soaps, alcohol, perfume, or hand sanitizers is completely corrosive to synthetic materials and will damage the surface of the bag or accessory in question. IT'S LAVA is not responsible for these damages or collateral damages due to misuse of the product.

For fabric models, we recommend careful hand washing without using acidic soaps.

We recommend storing the bag in the bag it comes in to ensure a long life for the product.

What if I find a defect in my item?

At It's Lava, we want to offer our customers the best possible experience with our items. As they are handmade, it is possible that they may occasionally have a defect, which is why we inspect each of our items one by one before they are shipped.

Even so, if you find any defect in the item upon receipt, you must notify us within a maximum of 72 hours from the delivery of your order to the email hola@itslava.es. You must inform us of the defect and attach photos of it so that we can investigate what happened. After this period, It's Lava will not be responsible for the defect.