FAQs

FAQs

I forgot my password, what do I do?

Go to the login page and click on Forgot Password. You will receive an email at your registered email address with instructions on creating a new password. For more help please contact [email protected].

 

How do I use Store Credit?

Store credit given for an online purchase can only be used online at our website. To receive store credit, you must have an account at www.westlaboutique.com. It cannot be transferred to another person or account.

Store Credit may not be purchased and is only provided when previously purchased items have been returned.

Any purchase amounts that exceed the value of the Store Credit will require an additional method of payment for the remaining balance due.

Store credit is provided in U.S. Dollars.

To view your Store Credit Balance, log into your WEST L.A. account. Your Store Credit balance will be displayed on the “My Credit” page.

For more information about Store Credit, please contact [email protected].

 

How safe is it to make a purchase using my credit card?

We use SSL encryption (the Internet standard for secure transactions) to protect your information. We are also fully PCI compliant, and use tokenisation for data security.

For your protection, all orders go through a rigorous fraud-checking process.

 

How does WEST L.A. protect my privacy?

We are committed to protecting the privacy of all our customers. WEST L.A. will not give out your telephone number, e-mail address or any other personal information, except where needed to deliver a product or service your order. Any information we collect is to ensure that we are able to deliver a personalized and hassle free shopping experience. However, we must cooperate fully, should a situation arise, where we are required by law or statutory obligation or legal process to provide information about a customer. If you have purchased from our store or subscribed to our newsletters, we will update you via e-mail of new product arrivals, features or special offers.

 

How will my order be delivered?

WEST L.A. uses DHL for all orders. All orders must be signed for upon delivery for security reasons, and if no one is home, a delivery note will be left. For more information on delivery and delivery timings please refer to our delivery information page. For more information please contact [email protected].

 

How do I return an item?

You have up to 14 days to return an item. However, for our UAE customers, you must request your RAN within 7 days. For full details on our local and international returns process, please visit our Returns page.

 

What about taxes and duties?

For customers within the UAE there are no taxes and duties to pay.

For International customers, all taxes and duties are the responsibility of the customer.  Please contact our customer care team if you would like a tax and duty estimate.

Please note, duty is applied as a flat-rate percentage of total item value for all products. If you believe that you have been overcharged for duty please contact Customer Care on +971 4388 2828 or email [email protected] and we will help investigate your case.

 

Do I need to create an account to place an order?

Customers can use the Guest Checkout option. However, by creating an account, you will be able to track orders and manage returns – so we recommend creating an account!

 

What payment methods does WEST L.A. accept?

WEST L.A. accepts credit card payments in Visa, Mastercard and American Express. We also accept PayPal.

 

What currencies do you accept?

All payments are processed in USD ($) using the current exchange rate. If you have any questions please contact [email protected]

 

Which countries do you ship to?

We ship globally, however at times DHL may place restrictions. Please visit our Delivery Page for any exceptions and info.

 

Can I change or amend my order once it has been placed?

As long as your order has not yet been dispatched we may be able to amend it for you. Please contact [email protected]

 

How can I track my order?

Once your order has been dispatched we will send you a tracking number and instructions on how to track it.

 

Will I be refunded the full value of my order?

As long as all items are returned in a brand new condition with all labels attached you will be refunded in full minus shipping fees and any duties back to the original method of payment. We will send you an email as soon as your return has been received, after which your refund will be processed. Please note that it can take up to 2 weeks for the refund to appear in your account and SALE items are non refundable.

 

How do I change my personal information?

Log into your account and click on ‘Account Details’.

 

What packaging will my order come in?

We pack all items up in our special WEST L.A. branded packaging. Ifyou have any specific requirements just leave us a note in the comments box at checkout.

 

Why do I need to sign for my order?

We care about every single item we dispatch to you, so we use DHL to ensure that your order is safely delivered to you. For security reasons, and to ensure that your parcel arrives, DHL require a signature for proof of receipt.

 

Why am I being asked to provide my ID?

In some countries, customs and duties regulations state that the ID of the receiver is required. When this is the case our Customer Care team will be in touch to ask you for a copy to send to Customs. The quicker you send it, the quicker your items will be processed through customs.