How can we help?

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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.

» 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'

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

If you receive an error when placing an order /website - 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.

» 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

» 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.

» 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.

» How do I pay by Credit Card?

After selecting your products, choose "Pay By Credit Card" at the payment screen. Once you enter your card details, we will securely send the information to your bank for authorization. Payment is confirmed instantly, and your order is processed immediately.

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

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

» What happens if I make a payment but my order is not placed?

In cases of banking system delays, we attempt to process your order again within 10 minutes after the payment has been deducted. If your order is still not placed, the amount will be refunded to your card on the same day.
If you believe the refund has not been processed, please reach out to us through our Contact us Form

» Can I choose a different delivery company?

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

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

We’re sorry for any inconvenience.You can contact our customer service team with your order number and delivery date, and we will forward your feedback to the relevant courier company to take the necessary action.

» How much does shipping cost?

Standard delivery charges are as follows:
Casablanca region: 39 MAD (*Casablanca, Bouskoura, Zenata).
Other cities: 50 MAD
The free delivery limit is 399 MAD.

» How can I track my order?

Log in to your account and click on the "My Orders" under the "My Account" button. Then view the details of the order in question and click on the "Order Tracking" link to get information on its location. If you have placed an order without an account with us, you can get information on the delivery status by clicking on the "Order Tracking" link in the upper left corner of each page.

» 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.

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

We currently offer home delivery only. Branch pick-up is not available.

» 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 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.

» Which courier delivers my order?

We partner with reliable shipping companies to ensure your orders are delivered safely and on time. Currently, all deliveries are handled through our logistics partner Chrono Diali. You will be provided with the shipping information once your order is dispatched.

» 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.

» What is the standard delivery time?

Orders will be delivered within 2-7 business days. Delivery time may vary depending on the address, especially for those not located in major cities.

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

You cannot change the delivery address after the order is confirmed. Please ensure the address is correct before completing your order.

» What is the refund process?

Once we receive your returned item(s), they will undergo a quality check to ensure they are in good condition and comply with our refund policy. This may take up to 2 business days.
Once the return is approved, the refund may take up to 15 business days depending on your payment method. For cash on delivery, you will receive your refund as LCW credit to use on your future purchases. If you paid by credit card, the refund will be processed by your payment provider. You will receive a confirmation email once the refund has been processed.
Please allow up to 15 business days for your account to be credited. If you do not receive your refund after 15 business days, please contact us directly through our customer service at: Contact us Form

Refunds will be based on the value of the merchandise stated on your invoice.
The refund will be made by LCWAIKIKI.MA to your original payment method.
We kindly ask for your understanding of possible refund delays due to special events (e.g. online sales).

» How can I request a courier pickup for a return?

You can choose the needed pieces to be returned and submit the return request through your account from the "My Orders" page.
Complete your request on your My Orders page, choose the related order number, the related items you would like to return and make sure your personal information is up to date.
Once you have completed the above steps, Chrono Diali will pick up your package at your address within 3 business days. You can hand over your return to the courier. The related costs regarding your return will be paid by LCW.
You can track your return with the return tracking number on the Chrono Diali website, which can also be seen on your My Orders page within selected orders.

» How long is the return duration?

The refund duration varies by bank, but on average it takes 15 business days for credit card payments. The maximum return period is 14 days from the delivery date.

» How do I make a return?

We want you to love your LC Waikiki purchase. Try them in the comfort of your home and if you are dissatisfied with the item(s), return it within 14 days of receiving your order.

Please make sure the item(s) is in original condition, with the original packaging, original tags, and tickets attached.

In the interest of hygiene, we do not accept returns or refunds on underwear unless they are defective or the wrong item was sent.

A final inspection will be done to ensure all items are in their original condition before processing your returns.

Returns that do not meet our policy will not be accepted and will be returned to you at your cost.

Our return policy is only applicable to any item(s) purchased online and delivered in Morocco, within 14 days of receiving your order.

Items purchased in physical stores are not eligible for returns online.

We recommend you opt for a shipment method that enables tracking.

Using online return free of charge

Return your item via your LC Waikiki account for online return.

Step 1:

Step 2:

You will receive a call within 1 to 2 days on your request status and to arrange for your pick up.

Step 3:

Pack the item(s) into the original packaging onto your parcel.

Step 4:

You will be notified via email once your parcel reaches us. Further instructions will be provided in the email.

Using Amana return free of charge

Step 1:

Step 2:

Pack the item(s) into the original packaging onto your parcel.

Step 3:

Please go to the Amana agency nearest to you and drop off your package with the following delivery address :

Name : CHRONO DIALI SA/SMI N°: 2657/Compte SICOM:10056016
Address : JC4V+MMG, Casablanca 20250 Chrono diali - HUB CASABLANCA - WH

How do I check on my return status?

To check on your return status, sign in to your account, head to My Account and select My Purchases & Returns. Your return status is reflected next to your Returns Request number.

In Progress: Your returns request has been received

Rejected: Your returns request has been denied

Completed: Your returns request has been resolve

» 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.

» Can I use my LCW Money internationally?

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

» 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.

» 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.

» Where can I see my available LCW Money balance?

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

» 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 in physical stores?

LCW Money can only be used for online purchases.

» Contact Us

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 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 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.

» 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

LC WAIKIKI RETAIL MA

Immeuble Horizon, lot N°9 Mandarona 300, 4ème étage, Sidi Maarouf, Ain Chock Casablanca – MOROCCO
morocco@lcwaikiki.info

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