1. Customer Service
  2. Checkout FAQs

Checkout Quick Help

 

Proceed to Checkout Help

If you are not seeing the checkout button on the shopping cart page, or on the mini cart drop down, then you most likely have an item in your cart that is currently out of stock. Review the items in your cart by scrolling down on the Shopping Cart page and looking for a message next to the product image that says the item is no longer available. Click on the edit link to change the color or size of the item, or click on the X on the right side of the screen to remove the item from your cart. Once you have fixed all line items that are out of stock, the proceed to checkout button should re-appear on the page.

 

Gift Card Help (for use on LaSenza.ca only)

To use your gift card, towards an online purchase, enter the card number and PIN in the payment section at Checkout.

  • If there is no PIN on the back of your Gift Card, you will need to please contact Customer Service.
  • If your order total is greater than the card balance, you will need to make additional payment with another method of payment.
  • If your purchase amount is less than the value of the Gift Card, you can apply the balance of your Gift Card towards your next purchase.
  • In the event an item on your order cannot be fulfilled, your existing gift card will be credited back for the unfulfilled item(s) if another method of payment is not used.

 

Coupon Code Help

If your promotion code does not work, please check the following:

  • Have you typed the code correctly? Ensure that the code is exactly as displayed, using uppercase, lowercase or numbers.
  • Has the promotion expired? Check the promotion code terms and conditions to ensure the code has not passed its expiration date.
  • Are the product(s) you selected valid? Check that the product(s) in your cart are valid for the terms and conditions of the promotional code.
  • If you are experiencing any other problems, please contact Customer Service.

 

Club La Senza / Prestige Card Help

If your Club La Senza / Prestige Card does not work, please check the following:

  • Please be sure to enter the card number provided on the back of your card in the field directly below the "CLUB LA SENZA / PRESTIGE LOYALTY CARD NUMBER" heading which appears on the second page of checkout, or on the shopping cart page.
  • Please Note: Only cards purchased in our Canadian Stores or on this site can be redeemed here. Cards purchased in stores outside Canada, cannot be redeemed on the Canadian website.
  • If you card has expired a message will appear on the page that the card has expired. We cannot renew your existing card online at this time, but you can purchase a new card for the same $10 fee.
  • The 10% discount + free shipping on qualifying orders of $100 or more is applied after all other discounts are applied to your order.
  • If you are experiencing any other problems, please contact Customer Service.

 

Verified by Visa / MasterCard SecureCode

Verified by Visa & MasterCard SecureCode services are provided as an extra layer of protection against unauthorized use of credit cards online.

 

We participate in Verified by Visa & Master Card Secure Code to help prevent unauthorized use of credit cards online. When you click the "Confirm & Pay" button, you will be asked to enter your credit card information. Once you have entered this information and click on the "Process Transaction" button, may receive a Verified by Visa or MasterCard SecureCode message from your card issuer. You will need to complete this page in order to move forward with your order, otherwise your order will go on a hold to be cancelled status that cannot be completed. See our Frequently Asked Questions for more details on order statuses.

 

Payment Decline Help

Credit cards may be declined for a variety of reasons, such as a technical error during processing. We do not have access to further information. 
If you have questions, please contact Customer Service.

 

Contacting Customer Service

Telephone:
Canadian + U.S. callers: 1-888-LASENZA (1-888-527-3692)
International callers: +1 614-452-5501
We are available Monday - Friday: 10 AM – 6:30 PM ET, Saturday - Sunday: Closed

eMail: 
customercare@lasenza.com