FAQ

*General Questions
Have a general question? You can find answers to some of the most commonly asked questions here.

Q. I have a customer issue, how exactly can I get help?
A. We have a few ways actually, you could fill out the contact form on our website, send an email to support@lelutka.com or contact LeLu VanDouser in-world.

Q. I own a mall, and would love to invite LeLutka to have a store there, how can I go about making this happen?
A. We are very sorry, but we are not currently accepting mall invites, all requests will be declined.

Q. I am a blogger and would love to review some of LeLutka’s items, how can I go about making this happen?
A. If you are an established blogger and would like to review our products, please visit the following link for more information – Review Policies – and we will get back to you as soon as possible.

*Product Support
Have a question about a LeLutka product? You can find answers to some of the most commonly asked questions here.

Q. The prims included in the outfit I purchase do not fit me; can you modify these to fit my shape?
A. Unfortunately, we are far too busy to do custom fitting, but we can certainly help guide you on resizing these prims to fit your shape.

Q. I purchased an item but it does not fit me as it fits the model on the picture, why?
A. Much like real life, Second Life is very diverse world and we see avatars of all sizes and height. Because of this, you may need to make some modifications to your items once you’ve purchase them.

Q. I purchased a pair of prim lashes but I am having issues fitting them to my shape, can you fit them for me?
A. Again, we are far too busy to do custom fitting, however, there are plenty of tutorials and easy tricks to make fitting your lashes easy.

Q. I purchased a pair of eyes, but they have turned black, what can I do?
A. This issue is not a fault in our product; it is a bug on Linden Lab’s part. However, there are some ways to fix this, but if all fails, we could replace your item as long as you provide us with a transaction number and details. First thing you can do is rebake, the command line for that is ctrl-alt-r (for PC) and cmd-opt-r (for Mac). If for some reason this does not help, try the following. Press down ctrl-p to open the preference window, select the “Network” tab and click on the “Clear Cache” button. Sign out of SL, relog and let it load. When you’re back in-world, rebake again, go into appearance and allow your avatar to fully rez. Hopefully these steps will help remedy the problem.
*if you purchased a skin and it is fully black, white or has stripes, try the same methods to fix these issues.

Q. I purchased an item but did not receive it, can you help me?
A. If you have purchased an item but did not receive it, you can visit one of our re-delivery stations located on several areas of our sim and have the item sent to you again.

Q. I was buying an item at your store and purchased it twice in error, can I get a refund?
A. If you have purchased the same item multiple times, we will gladly refund you or grant you an exchange. Just visit your transaction history page, copy the transaction number and details into a note card and send it to LeLu VanDouser.
*https://secondlife.com/account/transactions.php

Q. I was lagged, clicked on the wrong item and made an erroneous purchase, can I get a refund?
A. I am sorry but since our items are non transferable, we can only issue you an exchange/refund on items that have been purchased multiple times.

Q. I purchased an item at your store but didn’t exactly like how it looked, can I get a refund?
A. No, we cannot give you a refund or exchange, unless you purchased the same item multiple times.

*Gift Questions
Want to buy a special someone a gift but don’t know how? Don’t worry; we have your answers here.

Q. I want to get my friend a gift card for your store, where can I find them?
A. Although LeLutka does not carry gift cards, we do have the option to send someone a gift. Simply locate the gift vendor next to the item of your choice, and follow the easy steps.

*Other Questions
Here are some other frequently asked questions.

Q. How can I join your update group?
A. Go to search > groups > type in LeLutka in the empty field, make sure the “include mature content” box is checked, hit the search button and we should be the first on the list.

Q. Are you currently hiring?
A. We are not currently hiring, however, when we do have job openings available it will be posted on the update group and on this website.

Q. I want to be a model, can you hire me?
A. LeLutka has it’s own pool of models and we are not currently looking to add to it.

These are some of the most frequently asked questions; we will update them as we get more. Please be sure to drop a note card on Aradia Dielli in-world if you have any other questions in mind that were not covered on this page. Thank you.