General information

  • Where are you located?

    We are an online-only store, so we don't have a physical location. You can shop with us 24/7 from the comfort of your home. We do live in a small town in Smiths Falls, Ontario though! 

  • Do you have a physical store I can visit?

    No, we are exclusively an online store, which allows us to offer competitive prices and a wide selection of products.

Products & Sizing

  • Are your products safe for babies?

    Safety is our top priority. We carefully select products that meet or exceed safety standards and regulations. Always read and follow the product instructions and safety guidelines.

  • How do I care for my Lala products?

    All our products have care labels and/or washing instructions within the packaging of your order. Please refer to these instructions.

Order & Shipping

  • How long does shipping take?

    Shipping times may vary depending on your location. We strive to process and ship orders within 3-5 business days, and standard shipping typically takes 7-10 business days.

  • Do you offer international shipping?

    At the moment, we only ship within Canada and US. We will be offering international shipping for next year!

  • Can I track my order?

    Yes, you will receive a tracking number as soon as your order ships. If you think you’re having issues and have not received a tracking number, please email us at or message us in any of our social media platform so we can help you as soon as possible.

Returns & Exchanges

  • What is your return policy?

    Unfortunately, due to the nature of our products we don’t offer returns and refunds. At Lala, we take hygiene and great care of our products quite seriously. We do believe babies need extra care especially with the clothes that they wear. We want to ensure the products your little Lala will be receiving are as good as new and straight from the manufacturer—unworn and unused.

  • What is your exchange policy?

    We completely understand that online shopping can sometimes make it tricky to get the right size for your little one. If, by chance, you've picked the wrong size, don't worry! You have a 7-day window from the date of delivery to exchange it for the correct size or swap it for a different product of equal value for as long as the product you originally bought is undamaged. For our local customers, we offer hassle-free exchanges at no additional cost. For our wonderful customers in the United States, kindly note that you will be responsible for the shipping fees associated with the exchange.

Payment & Security

  • What payment methods do you accept?

    We accept major credit cards, including Visa, MasterCard, American Express, and Discover. We also offer PayPal as a payment option.

  • Is my payment information secure?

    Yes, your payment information is secure. We use industry-standard encryption and security measures to protect your personal and financial information.

Contact & Support

  • How can I contact your customer support?

    You can reach our customer support team via email at, through our Contact page, our chatbot on the website and in any of our social media platforms. We want to make it more convenient for you by making all forms of communication easy and reachable as much as possible. We also typically respond within 24 hours.

  • Do you have a physical customer service phone number?

    No, we do not offer phone support. We find that email support allows us to provide more detailed and timely assistance to our customers.