I need to edit my order, how do I do this?
If you want to make changes to your shipping address within one hour of purchase, please log into your customer account, or click on your order summary in your Order Confirmation email. After one hour, we are unable to make changes to your shipping address. Once your order is dispatched from our warehouse, you will receive an email with your tracking information. You can then contact the relevant carrier to provide them with additional information for the delivery of your parcel.
How do I track my order?
Once your order has been dispatched from our warehouse, you will receive an email with your tracking information. Please allow 24 hours for your package to be scanned by the carrier and to start receiving status updates.
Where can I view my order history?
You can keep track of your orders by making an account on our website. Simply sign up with the email address used to place your order and create a password.
What payment methods do you accept on your website?
We work with Airwallex to bring you a diverse range of payment options on our website. We currently offer most major credit cards, AMEX, Shopify Pay, PayPal, Apple Pay (US only) and Google Pay. If you'd like to see another option available on our website, we would love to hear your feedback! Please feel free to contact us via our chat service with your suggestions.
What currencies do you offer on your website?
Orders to the United States and rest of world are charged in USD.
The item is damaged when I receive it?
Any products received damaged or with missing parts must be reported within 48 hours of receipt. It is the recipient's responsibility to check the correctness of the item and report any discrepancies as soon as possible. We cannot be held responsible for any damage not reported within this time frame.Please retain all packing materials and wait until the shipper has completed their inspection. If you have disposed of the packaging of damaged items, we will not be able to offer any replacements. Please check all boxes for damage and tell the courier to note this on the delivery note if there is visible damage.
The item received is not the same product as my order?
• In this case, we recommend that you first check your order information (correct or not).
• All shipments with items that were received incorrectly or in error need to be reported to us within one week since receipt of the item.
• In the event of the delivery of an incorrect item, we shall provide the correct product within a period of up to 8 weeks after receiving your email. We will pay for all shipping fees for returning the incorrect item and for providing the correct product.
• If you do not want an exchange and insist on returning the item, the order will be treated as a normal return and you will be charged up to 35% for our storage costs, order preparation costs and shipping costs.
Can I refuse to take delivery of the item which has been shipped?
Once your order has been shipped, we cannot stop it. If you refuse to take delivery, you will be charged 30%-50% of the order amount for our storage costs, order preparation costs and shipping costs. This fee will be deducted from the refund of your(s) item(s).
If the product cannot be returned to the sender ( for example: if the return shipping cost exceeds the value of the merchandise), no refunds can be given in such a case.
In the event of force majeure (such as damage or defects), please contact our customer service team at support@lorzor.com immediately and we will give you an appropriate solution.
Returned items are damaged?
When you return the item, please be sure to wrap the product correctly. If the returned item is damaged, we cannot refund for you. In this case, you’d better file a claim with the shipping company (carrier) and advise us on how to deal with damaged products. We will keep your product for only 30 days since it is damaged.
When will I receive the refund?
The refund will be arranged within 3 days of receipt of the returned item. The refund arrival time may vary depending on the payment method. The refund will take 1-7 days to your original payment account. For any questions, please contact us by email: support@lorzor.com and we will get back to you as soon as possible.
Please note that any cancellation or return should follow our Return & Refund Policy.
Will I pay for the shipping fee when returning the item?
Yes. In case of any return caused by non-quality problems (including but not limited to colors, dimensions, unsuitable style, personal reasons…), the shipping fee for return shall be borne by you. The actual amount may vary with different carriers.
If you want to return the item for damage or defects, don’t worry and please refer to “The item is damaged when I receive it?” in the Q&A.