Frequently Asked Questions

Yes! We offer Shop Pay instalment options on eligible purchases, allowing you to spread the cost of your order.

Available payment options will appear at checkout, where you can review the details before completing your purchase. Please note that instalment payments are subject to eligibility and approval.

Klarna itself does not approve pre-order purchases, so Klarna instalments are not available while an item is on pre-order. This restriction comes from Klarna, not Lola Sense Lab. Once a product is in stock, Klarna can be available at checkout, subject to eligibility and Klarna's approval.

We understand that spreading the cost can be helpful, so we'd recommend checking the other payment options available at checkout, including Shop Pay instalments where eligible.

If you're having any trouble placing your order, please get in touch. We're always happy to help! 💛

Shop Pay can sometimes be a little tricky, and we understand how frustrating it can be when you're trying to complete your purchase!

Instalment options are subject to eligibility and approval, and availability may depend on your order, location and payment details.

We recommend double-checking your billing information and trying again. If you're still having trouble, please get in touch and we'll happily help you check whether there's an issue with the checkout process.

If your checkout wasn't completed, please get in touch before placing another order if you're unsure whether a payment was taken.

We'll be happy to check whether an order was successfully created in our system and help you understand what to do next.

A pre-order allows you to reserve a product before it's ready to dispatch.

Each pre-order product has an estimated dispatch date displayed on its product page, so you'll know when we're expecting it to be on its way.

Your estimated dispatch date is the one shown on the product page when you originally placed your order. Later pre-order batches may show different dates, so a new date on the website does not automatically change your existing order's dispatch estimate.

Please remember that this is an estimated date rather than a guaranteed delivery date. If there are any changes affecting your order, we'll do our best to keep you updated.

Don't worry! First, have a quick look in your spam or junk folder, as confirmation emails can sometimes end up there.

It's also worth checking that the email address entered at checkout is correct.

If you still can't find it, email hello@lolasenselab.com with your name and any order details you have. We'll happily look into it and help you get a copy.

Of course, we'll do our best to help!

Please contact us as soon as possible with your order number and full updated address, including your house number, street, town or city and postcode.

If your order hasn't been dispatched, we may be able to update the details. Once a parcel is on its way, changes may no longer be possible.

If you'd like to cancel your order, please contact us as soon as possible with your order number.

We'll check its current status and guide you through the available options.

Pre-orders are also covered by applicable cancellation rights, so please don't hesitate to get in touch if your plans have changed.

For in-stock items, we usually aim to dispatch within 1–3 business days.

Once dispatched, standard UK delivery generally takes around 2–5 business days.

Pre-order items follow the estimated dispatch date shown on their product page.

Standard UK delivery costs £1.99 for orders up to and including £120. Orders over £120 qualify for free UK delivery.

Your final shipping charge will always be displayed at checkout before you complete your purchase.

Yes, we do! 💛

Alongside the UK, selected products can be shipped to international destinations, including the USA, Canada, Ireland, Jersey and Germany. Destinations vary by product, so not every item can be delivered to every country.

Shipping costs and available delivery options depend on your location and will be displayed at checkout.

Yes! Once your order has been dispatched and tracking is available, we'll send you the details so you can follow your parcel's journey.

Some orders may be sent in separate parcels, particularly when products have different availability dates.

If something is missing, please contact us with your order number and details of what you've received. We'll check your order and help you find out what's happening with the remaining items.

We're sorry to hear that!

Please get in touch with your order number so we can review the tracking information and contact the delivery provider where needed.

We'll help investigate what happened and keep you updated.

We understand that mistakes happen, and we're happy to help! 💛

If you've received your order and would like to return it because you've changed your mind or ordered the wrong item, please contact us within 14 days of delivery.

For change-of-mind returns, customers are responsible for arranging and covering the return postage costs.

We don't charge any restocking fees.

Please get in touch with your order number before sending anything back so we can guide you through the return process.

If you've ordered something and would prefer a different product, please contact us and we'll be happy to review your request.

We don't routinely offer exchanges for non-faulty items, but we may consider them individually depending on the circumstances.

Please contact us before returning anything so we can explain the available options.

We're really sorry if something isn't right with your order.

Please email hello@lolasenselab.com with your order number, a brief description of the issue and photos or a short video if possible.

We'll look into it and help arrange an appropriate refund, repair or replacement in line with your consumer rights.

Where required, we'll also cover the return postage costs, so you won't be left paying to return a faulty product.

We issue refunds in line with our Returns & Refunds Policy and your statutory rights. Once issued to your original payment method, the time it takes to appear in your account depends on your bank or payment provider.

For qualifying UK cancellations, the refund deadline and any applicable deductions are explained in our policy. If you've received a refund notification but can't see the payment, please check with your bank or contact us.

If you're concerned about the status of your refund, please contact us with your order number and we'll happily look into it for you. 💛

Our sensory trail sets are sold as complete bundles, so we don't normally accept voluntary returns of individual pieces from a set.

If you've changed your mind about part of your order, please contact us before arranging a return. We'll review your request and explain the options available under our returns policy and your consumer rights.

Any partial return or exchange arrangement must be agreed with our team in advance.

At Lola Sense Lab, we offer a lovely range of interactive sensory products designed to bring colour, movement and sensory exploration into everyday spaces. 💛

Our collection includes:

• Interactive LED Sensory Boards
• Liquid LED Stepping Stones
• LED Sensory Balance Beams
• Complete Sensory Trail Sets
• Infinity Portal
• Infinity Mirror Panel

You can explore our full collection at lolasenselab.com.

Our individual stepping stones are a lovely option if you'd like to start small or add to an existing collection.

Our sensory trail sets combine different pieces, such as stepping stones and balance beams, to create a more varied play experience.

No. The Interactive LED Sensory Board is designed for hand and touch interaction, not as a stepping platform.

Please do not stand, jump or climb on the board, as doing so could damage it or cause injury. For stepping and balancing activities, please choose our purpose-made LED Stepping Stones and Balance Beams.

Our products are inspired by our family's own experiences and are designed to encourage sensory exploration and interactive play.

Every child has different preferences and needs, so we always recommend reviewing the individual product details and supervision guidance to help decide what's suitable.

The verified maximum supported weight for our LED stepping stones is 80 kg when used as intended. This rating applies to the stepping stones, not the Interactive LED Sensory Board.

They're designed to be sturdy and suitable for interactive sensory play, giving children plenty of opportunities to explore, balance and enjoy colourful sensory experiences.

We recommend using them on a flat, stable surface and supervising children during play. 💛

Yes, we do! 🥰💛

If you're shopping with us for the first time, you can enjoy 10% off your first order!

When you visit our website, you'll see a pop-up inviting you to sign up. Simply enter your details, and you'll receive your own unique 10% discount code to use at checkout.

It's our little way of saying thank you for choosing to support our family business!

Please note that discount eligibility and any exclusions will be shown with the offer.

The Interactive LED Sensory Board includes a USB charging cable. Connect it to a compatible USB power adapter and follow the supplied charging instructions. A full charge typically takes approximately 3–4 hours, depending on the power source. The board does not have a built-in charging indicator light, so it will not show when it is charging or fully charged. If you'd like to check whether it is drawing power, you can use a separate USB charging adapter or tester that displays charging activity or current flow (sold separately). An ordinary plug with just a power-on light does not necessarily confirm charging. You do not need to buy an indicator adapter to charge the board. Keep the charging area dry, and if you have concerns about charging, please contact hello@lolasenselab.com.

Tracking can take a little time to update after a parcel is dispatched, particularly before the courier's first scan. Please check the tracking link again after a short while. If there are still no updates after a couple of working days, or your expected delivery window has passed, email us with your order number and we'll investigate.

Pre-order dates are estimated dispatch dates rather than guaranteed arrival dates. If your incoming stock batch is delayed, we'll contact affected customers with an update. If you're concerned about the revised timing, please email us. Your applicable statutory cancellation and refund rights continue to apply.

Check the product's instructions and, for rechargeable items, make sure you've charged it using the supplied cable and an appropriate power source. Stop using the item if it's damaged or behaving unusually. Email hello@lolasenselab.com with your order number, a description and, if possible, a short video. We'll help with troubleshooting or an appropriate remedy under your consumer rights.