Frequently Asked Questions

Ordering & Payment

What payment methods do you accept?

We currently accept all major credit and debit cards + PayPal 

  • Visa
  • Mastercard
  • American Express
  • PayPal
  • JCB

How to order?

Simply select the size on each product you wish to purchase and add to cart. When done, click on your shopping cart or go direct to the checkout. You will be able to fill in your payment, billing and delivery details. It's that simple.

DELIVERY DURING SALES PERIODS
Due to the large volume of orders, we receive during sales, we cannot guarantee same-day dispatch. Please allow for a few extra days for your order to be sent out from our warehouse.

Shipping

What country do you ship to?

We ship to most regions worldwide.

How long does it take to deliver?

It depends on your region usually takes 4 - 20 days

How much is the shipping?

Shipping fee depends on the weight of items you’ve ordered and the country where it’s being delivered. It is calculated automatically at checkout and does not include taxes or duties.

Do I need to pay taxes?

Mostly you don't need to. However, All international orders may be subject to import duties and taxes once a shipment reaches your country. Additional customs clearance charges must be paid by you; Lobbster has no control over these charges and cannot predict what they might be.
International orders may be subject to customs clearance procedures, which may cause delays beyond original delivery estimates.
Customs policies vary widely from country to country; contact your local customs office for more information. When ordering you are considered the "importer of record" and must comply with all laws and regulations of the country in which you are receiving the goods.

Can I track my order?

Yes. We’ll provide a tracking number via email. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

What if I refuse the shipment?

If you choose to refuse your shipments, you will be responsible for any duties, taxes, and/or customs charges that are incurred on the package, and the cost of returning the package to our Vietnam address. This amount will be deducted from your merchandise refund.

Return & Exchange

How do I cancel my order?

  1. You can cancel an order within the first hour, please contact our Customer Care team via Email customercare@lobbster.com to make this request. When successfully canceled, a refund for the full order value will be credited back to your original payment method and you will receive a notification email.
  2. Sale off items are non-refundable as well as non-exchangeable.

Can I return or change my order and how to do it?

  1. For order which has not been shipped yet. We accept to change only 1 time for you free of charge. To make changes to your order, please reach out to support by email at  customercare@lobbster.com
  2. For order which has been already shipped or delivered. We accept returns within 14 days of delivery for an exchange of the same item, in an alternative size or even another style. Submit your request via live chat button or email us at customercare@lobbster.com;. Please place a new order on our website and return the existing order for a refund. Please allow 5 working days from the date of receipt for returns to be inspected and processed. Refunds will be issued on the cost at purchase price, excluding original shipping charges, back to the original method of payment. Original shipping charges are non-refundable.

    •  Items must be in their original condition that have not been worn, altered, or washed, without make-up marks and with all tags attached. Where provided, belts and any packaging such as dust bags must also be returned. In the interests of health and hygiene, swimwear return will not be accepted.
    • Returns need to be shipped at your own cost. We would recommend wrapping the order securely and lightly using a tracked service with your local post office. You can return the order without the original box which will lower the costs significantly. We recommend that you obtain proof of posting or insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. 
    • Returns please mark clearly "VIETNAM RETURN GOODS - CLOTHING" as a description of contents on all paperwork provided by your chosen carrier. If this indication is not clearly stated, custom duty charges may be applied and the amount will be deducted from your merchandise refund. Use your original ORDER NUMBER as reference on your return shipping label and invoice.
  3. Please note, refund will not be issued:
    • If items that you want to change are less expensive than those you have already ordered, you will receive a gift card for future purchasing at lobbster.com
  4. For order which has defect items: there are a few steps you need to do within 2 days after the date of receiving your order:
    • Inform us about the situation with photo and picture of the defect via customercare@lobbster.com or live chat at lobbster.com
    • Prepare items which you would like to send back, DHL courier will contact you to pick it up (please let us know the pick up address)
    • We will send you a gift card which has the value of all item you send back + a free shipping code which can be use to place order at lobbster.com; Please place new order with item that you want to exchange at your comfort or you can save it for future purchase (e.g Lobbster next collection).
    • After receiving the return, we will continue to process your following order which was paid by using the gift card.

Fitting

What is Lobbster size chart?

  BUST - WAIST - HIP (CM) UK US EURO
XS 80 - 62 - 86 6 2 34
S 84 - 66 - 90 8 4 36
M 88 - 70 - 94 10 6 38
L 92 - 74 - 98 12 8 40
XL 96 - 78 - 101 14 10 42