How can we help?

Please select a title regarding the subject about which you wish to contact.

Can one of these titles be the answer to your question?

If none of these titles is an answer to the question you will ask, then you can write to us by using the form on the left.

» Contact

Sign in to your account and click the “My Messages” link under “My Account” at the top-right corner of the page. From this screen, you can contact customer service representatives and submit complaints or requests.

» What is LCW Money?

LCW Money is a credit assigned to your account for refunds (such as product returns, cancellations, overpayments, or orders paid by Cash on Delivery). This balance can be used for your next order. It is also valid for online purchases made in Croatia.

» Where can I see my available LCW Money balance?

You can view your available LCW Money balance under the “LCW Money” section in your account.

» How can I use my LCW Money balance?

Your LCW Money balance will be automatically deducted during the payment step of your next order. It is valid for online shopping in Croatia.

» Can I use my LCW Money in multiple orders?

There is no obligation to use your LCW Money in a single order. It will be automatically deducted at checkout, and any remaining balance can be used for future purchases.

» When does my LCW Money balance expire?

You can use your LCW Money within 10 years from the date it was assigned to your account.

» Can I use my LCW Money in physical stores?

LCW Money can only be used for online purchases. It is not valid in LC Waikiki physical stores in Croatia.

» What happens to my LCW Money if I return a product?

LCW Money used for a purchase will be refunded to your account if the product is returned.

» Can I use my LCW Money internationally?

LCW Money is currently valid only in Croatia. It cannot be used for purchases in other countries.

» What happens if my order cannot be delivered?

If your order cannot be delivered due to an incorrect or incomplete address, or if the courier couldn’t deliver your order and it was returned to the warehouse, we will process a refund to your account.

» How much does shipping cost?

The shipping cost for standard door delivery is 4.99€ and for locker delivery is 3.99€. Free shipping applies to orders over 50€.

» What should I do if the product arrived damaged or defective?

If your item is damaged or faulty, please contact us within 48 hours of delivery with clear photos of the product and packaging. We will review and assist you with the return or exchange process.

» What is the standard delivery time?

Standard delivery time is 4–6 business days.

» How can I track my order?

» Can I pick up my order from a delivery branch?

No, we only provide home delivery.

» Which courier delivers my order?

We partner with Overseas courier company to ensure your order is delivered safely and on time.

» Can I change my delivery address after placing an order?

No, you cannot change the address after the order is created.

» My order shows as "Delivered" but I haven’t received it. What should I do?

First, check with family members or neighbors. If you still can’t find the parcel, please contact us as soon as possible for assistance.

» Can I choose a different delivery company?

No, we ship our packages only through Overseas courier.

» Do you deliver to my area?

We deliver to most regions in Croatia. However, some remote or restricted areas may not be eligible for delivery. You can check delivery eligibility during checkout.

» How can I file a complaint about the delivery personnel?

We’re sorry for any inconvenience. Please share your feedback with our customer service team.

» How can I register as a guest?

If you want to delete your LC Waikiki account, you can use the “Delete My Account” option on the website in the My Account > Personal Information section.If you prefer to delete your account via our mobile app, go to My Account > Personal Information, enter your password in the "Delete My Account" section, and complete the process.

» How can I create a new account?

Click the “Register” link at the top-right corner of the screen. After entering your email address and password, provide your mobile number. You will receive a code on your phone to complete the registration.

» How can I update my account information?

Click the “Sign In” link at the top-right corner of the screen. After signing in, click the “My Profile” link. In the “Edit Profile” section, you can update your account information.

» What should I do if I forgot my password?

To reset your password, click the “Sign In” link located in the upper-right corner of the screen. On the “Sign In” page, select the “Forgot My Password” option. You will be prompted to enter the email address associated with your account. Please ensure you enter the same email address used during registration. In addition to the email forgot-password option, there is also a feature to reset the password using your phone number. You enter your phone number to be directed to the password setup screen, and then proceed through the OTP (one-time password) process to complete the reset.

» How can I delete my LC Waikiki account?

» What payment methods can I use to place an order?

You can pay for your order using:

Credit/Debit Card
Cash on Delivery
LCW Money (available for eligible orders)

» How does Cash on Delivery work?

On the delivery day, you can pay in cash to the courier or via an online payment link sent by Overseas.
A 1 EUR service fee applies for Cash on Delivery. This fee is non-refundable.
Billing and shipping addresses may be different.
Corporate invoice option is not available.

» How can I exchange a product?

We unfortunately do not offer product exchanges online or in-store. You may submit a return request instead.

» How long is the Return & Refund duration?

You can submit a return request within 30 days after delivery. Your refund will be processed within an average of 14 days after the request is approved (average refund time for credit card payments).

» How do I make a return?

1. Choose the items you wish to return from the “My Orders” page in your account.
2. Complete your request by selecting the related order number and items to be returned. Ensure your personal details are correct.
3. Return your package with the courier company of your choice, at your own cost, to the following address:

Robni Terminal Zagreb
Global Ekspres / CRO Ekspres warehouse
Paketeta International 94489365
Jankomir 25 M, hall 8/3
10090 Zagreb

4.Track your return shipment using the tracking number provided by the courier, also visible in “My Orders” within your account.
5. Your invoice will be sent to your email.

» What is the refund process?

Once the returned products reach our warehouse, they are inspected. For eligible products, you will be refunded according to your original payment method. Refunds can be issued via LCW Money or bank transfer.

» Can I cancel my order?

Cancellation requests can only be accepted for orders in the “Approved” stage. By logging into your account via our website, you can go to My Account > My Orders and cancel your order.

» How can I place an order through the website or mobile app?

You can place an order by signing into your account or proceeding as a guest. Select the size and color of the items you wish to purchase, add them to your cart, then choose your delivery and payment method.

» What should I do if I encounter an issue while placing the order?

If you receive an error while placing an order, please contact us through the detailed contact form. If any item in your cart has been removed or changed, review your cart before finalizing your order.

» Can I modify my order after it has been approved?

For purchases made through our website, modifications such as adding/removing products or changing size, color, or quantity cannot be made after the order has been approved.

» How can I request an invoice for my order?

Sign in to your account and click on the “My Orders” link under the “My Account” button. Once you open your order details, you can download your invoice.

Customer Service
LC WAIKIKI RETAIL RO SRL

Bdul Timisoara Nr.26Z, 11th Floor Bucuresti, Sect. 6, 061331 Romania
croatia@lcwaikiki.info

How can we help?

Please select a title regarding the subject about which you wish to contact.

Can one of these titles be the answer to your question?

Support

HELP

Corporate

POLICIES