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» Contact

Sign in to your account and click the “My Messages” link under the “My account” button located in the upper-right corner of the screen on each page. From this page, you can contact our customer service representatives and submit complaints and requests.

If you do not have an account with us, you can reach our customer service representatives by clicking on the "Contact" section on the bottom of each page.

» How to wash colored clothes and denim/jeans?

Wash separately for the first few washes.
You may use color catchers.
Prefer cold water and a delicate cycle.
Do not dry in direct sunlight.

» What should I pay attention to when washing my clothes?

Always check the care label.
Wash light, dark, and colored garments separately.
Turn garments inside out and wash in cold/low heat.
Do not use excessive detergent or overload the machine.

» Can leather garments be washed at home?

No. Leather products are not washable at home.
For light dirt, wipe with a damp cloth.
Use special brushes and products for suede and nubuck.
Professional cleaning is recommended

» What should I pay attention to when ironing my clothes?

Use the correct heat/steam for each fabric type.
Iron delicate/colored garments inside out.
Use an ironing board and a pressing cloth for delicate items.
Start with small sections (collars, cuffs) then move to larger areas.
Lightly dampen garments for easier ironing.
Use vertical steam for hanging items.
Keep the iron’s soleplate clean.
Let garments cool before folding; store the iron safely after use.

» How to clean coats, jackets, and trench coats?

Always check the product's care label; dry cleaning is recommended for many models.
If machine washable, turn the garment inside out, use cold water and a delicate/wool program.
For down-filled coats, choose appropriate detergent; tumble dry on low heat with tennis balls.
Hang or flat dry outerwear like coats, jackets, and trench coats; avoid direct heat and sunlight.

» Can bras be machine washed?

Hand washing is the most appropriate method.
If machine washing, use a laundry bag and select a delicate cycle.
Tumble drying should not be used as it can damage the underwires.

» How to clean shoes?

Cleaning methods vary by material:

Leather: Wipe off dust, clean with leather cleaner, moisturize, polish, and dry away from heat.
Suede: Brush gently, use suede-specific stain remover, apply protective spray, and let air-dry.
Fabric: Brush off dirt, clean with soapy water, rinse, and air-dry.
Sports Shoes: Remove laces, wipe with soapy water, clean soles with a brush, and dry naturally.

General Tip: Avoid humidity and use shoe trees to maintain shape.

» How should I use a tumble dryer?

Prepare: Clean the lint filter; add dryer balls if needed.
Load: Do not overload—fill half the drum. Separate light/heavy fabrics.
Select Program: Choose the correct program for fabric type; use low heat for delicates.
Drying: Prefer automatic moisture sensors to avoid over-drying.
After Drying: Remove clothes immediately and fold/hang.
Maintenance: Check and clean ventilation regularly.
Tip: Always follow your machine’s manual.

» What is LCW Money?

LCW Money is a credit assigned to your account for refunds (such as returns, cancellations, or overpayments) on orders paid with Cash on Delivery. This balance can be used in your next order.

» How can I use my LCW Money balance?

Your LCW Money will automatically be deducted during the payment step of your first order.

» Can I use my LCW Money in multiple orders?

There is no obligation to spend all your LCW Money in a single order. LCW Money is automatically deducted at the payment step. If your LCW Money balance exceeds the cart total, the remaining balance can be used in another order.

» Where can I see my available LCW Money balance?

You can view your LCW Money balance under the "LCW Money" section in your account.

» Can I use my LCW Money internationally?

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

» 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.

» 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.

» What happens if my order cannot be delivered?

If your order cannot be delivered due to an incorrect or incomplete address, or if the recipient is not available, it will be automatically returned to LC Waikiki. Unfortunately, such orders cannot be resent.

» 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 a clear photo of the product and packaging. We will review and assist you with the return or refund process.

» How much does shipping cost?

Standard delivery costs 6.99 BGN / 3.57 EUR, and delivery is free for orders of 50 BGN or more.

Delivery to Econt offices costs 3.99 BGN / 2.03 EUR.

For Cash on Delivery orders, an additional, non-refundable fee of 3.00 BGN / 1.53 EUR will apply, even during Free Delivery promotions.

» What is the standard delivery time?

Orders are delivered within 2-5 business days from confirmation. While LCW strives to adhere to this schedule, complete accuracy cannot be guaranteed.
Nevertheless, LCW will make every reasonable effort to ensure product delivery within a maximum of 30 days from order submission.

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

Please first check with family members or neighbors. If you still can’t find the parcel, contact our customer service for further support.

» How can I track my order?

Log in to your account and go to the “My Orders” section. Click on your order to view the current status and tracking details.

» Which courier delivers my order?

We partner with reliable shipping companies to ensure your order is delivered safely and on time. Courier information will be shared once your order is shipped. We have an agreement with Econt Courier.

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

You cannot change the address after your order is created.

» Can I choose a different delivery company?

Currently, we only deliver orders through our trusted logistics partner, Econt. Changing the delivery company is not possible.

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

Our delivery methods are: Home delivery and Econt Offices.

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

We’re sorry for any inconvenience. Please share your feedback with our customer service, including the order number and delivery date. We will follow up with the logistics partner.

» Do you deliver to my area?

We deliver to most regions in Bulgaria. However, some remote or restricted areas may not be eligible. You can check delivery availability at checkout.

» My order was returned before delivery. What happens now?

If the courier couldn’t deliver your order and it was returned to our warehouse, the order will be automatically cancell and going to refund. You can place a new order if the item is still in stock.

» What should I do if I forgot my password?

To reset your password, click on 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 that you enter the same email address used during registration.
After clicking ‘Submit,’ a password reset email will be sent to your inbox. Follow the instructions provided in the email to create a new password and regain access to your account. If you do not receive the email within a few minutes, please check your spam or junk folder

» 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 process. You can also fill in additional details on your profile page to stay updated on our special promotions.

» 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. On the “Edit Profile” page, you can update your personal information.

» How can I register as a guest?

If you register as a guest on the website, you can only pay via card. Cash on delivery is not available for guest orders.

» How can I delete my LC Waikiki account?

If you want to delete your LC Waikiki account, you can use the "Delete My Account" option on the My Account > Personal Information page on our website. 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.
Please note that once your account is deleted, you cannot reactivate it, and any coupons associated with your canceled membership cannot be transferred.

We are happy to have you with us and hope you choose to stay!

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

You can pay for your order with credit/debit card, cash on delivery and LCW Money options on our website.

» How does Cash on Delivery work?

Please note the following conditions for the cash on delivery payment method:
- Your billing and shipping address must be the same.
- A corporate invoice cannot be selected when choosing the cash on delivery payment method.
- You cannot place a new order with the cash on delivery payment method until your current cash on delivery order has been delivered and payment has been made.
- If your cash on delivery orders are canceled by the system three times, you will no longer be able to use this payment method for future orders.
- Customers whose cash on delivery payment method status is inactive are not permitted to place orders using this payment method.

» What is the refund process?

Upon arrival and inspection at our warehouse, eligible products will be refunded. Card payments are refunded to the linked bank account. For Cash on Delivery, choose between an LCW Money refund or a bank transfer. To transfer LCW Money to your bank account:
Go to 'My Account' > 'LCW MONEY' > 'Transfer LCW MONEY balance to account', enter bank details, and 'Confirm'. A confirmation email will be sent upon refund completion

» How can I exchange a product?

We, unfortunately, do not exchange any products online through our website or through our stores. However, you may buy the product you wish after returning the product you have.

» How long is the Return & Refund duration?

Although it varies from bank to bank, the average refund period is 14 days.

» How do I make a return?

At LCWaikiki.bg, we want you to be completely satisfied with your purchase. You can easily return your items within 30 days of delivery.

How to Initiate a Return:

Log into your LCWaikiki account to request a return.
For Cash on Delivery refunds, please provide your bank details during the return request process.

Important Return Conditions:

Return Fee: As of 10.08.2023, a return fee of 5.99 BGN / 3.06 EUR applies specifically to Home Delivery orders.
Product Responsibility: Products remain your responsibility until they are delivered to our warehouse. To ensure a smooth return, please pack your items carefully to prevent damage during transit.
Inspection: All returned products are inspected upon arrival. Items that do not meet our return conditions (e.g., missing invoice, damaged, or worn) may unfortunately be refused, and a refund may not be processed.

Return Methods:

1. For Home Delivery Orders (Courier Pickup):

After submitting your online return request, an Econt courier will contact you within 48 hours to arrange pickup from your address.

2. For Econt Office Delivery Orders (Return at Econt Office):

Please return your order directly to any Econt office.

3. For Locker Returns (Econt Lockers):

Once your return request is registered, you will receive a PIN/QR code via email or SMS to unlock the Easybox locker.
You have 14 days from the request date to place your items in an Econt locker, provided it is within the 30-day return window.
Please ensure your products fit within the locker dimensions:
- Small: 61x44x8 cm (for items between 1-4.99 kg)
- Medium: 61x44x18 cm
- Large: 61x44x37 cm
- Maximum weight: 30.5 kg

» 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 or mobile app, you can navigate to the ‘My Account > My Orders’ section to cancel your order.
If you placed your order without creating an account, you can track your order by clicking on the ‘Order Tracking’ link located in the upper-right corner of any page. Enter your phone number or email address along with your order shipment number to manage your order

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

For purchases made through our website or mobile application, modifications such as adding or removing products, changing size, color, or quantity cannot be made once the order status changes to 'Order 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 the order detail page, click on the order you need an invoice for. In the upper-right corner, you can view and download your invoice as a PDF.

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

If you receive an error when placing an order website or mobile application.
The issue you are experiencing may be related to the version of your mobile application or the device you are using. We recommend updating your mobile application. If the problem persists, please contact us through the detailed Contact Form
If any item in your cart was removed/changed.
Our stock is updated in real-time and may sell out or change. You can add the relevant items to your favorites to monitor their availability.

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

You can place an order through our mobile application or website by signing into your account or proceeding as a guest.
Simply select the size and color of the items you wish to purchase and add them to your cart. Then, choose your delivery method, enter your shipping address, and select your preferred payment option to complete your order.

Customer Service
LC WAIKIKI RETAIL RO SRL

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

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