FAQ

General Questions

What is the status of my order?

Once you place your order, we will send you a confirmation email so you can track its status.

Can I change my order?

We can only change orders that have not yet been processed for shipment.

Once your order is in the "Preparing for Shipment," "Shipped," or "Delivered" status, we can no longer make any changes to it.

Payment

What payment methods do you accept?

We accept the following two main payment methods:

• PayPal: lonborus primarily uses PayPal to process secure payments. We accept MasterCard, VISA, American Express, and Discover via PayPal.
• Secure credit card payment: We also accept credit card payments with Visa, Mastercard, American Express and Discover.

In which currency will I be charged?

All our transactions are processed in EUR. If your credit or debit card uses a different currency, your bank will apply the corresponding exchange rate for your chosen currency, depending on the website you are visiting.

Do you offer a 3- or 4-part payment option?

We accept 3-part payments.

Shipping

Where do you ship to?

We ship worldwide, including Asia, North and Central America, Europe, and Oceania, and offer payment via PayPal and credit card.

How long will it take for my order to ship?

Once you place your order, it usually takes 3 to 7 days to process.

Delivery time depends on the shipping method you choose.

How can I track my package?

Once you place your order, we will send you a confirmation email so you can track its status.

What if I'm not home?

If you are not home, a new delivery attempt will be made the next day, or the delivery partner will contact you to arrange a new delivery date, depending on your country and the delivery method you selected.

You may also need to pick up your package from your local post office if delivery to you is unsuccessful.

Returns

Do you accept returns?

We accept returns under the following conditions:

- The item must have been sold in our online shop.

- The item must not have been used in any way.

- The request for return or exchange must be made within 14 days of delivery.

To request a return, please contact our customer service.

Can I exchange an item?

We accept exchanges under the same conditions as returns.

To request an exchange, please indicate that you would like to exchange your item for a different one when preparing your return with our support team.

Are returns free?

To return an item, please contact customer service to obtain a return address. Once you receive the address, securely pack the item in its original packaging and include your proof of purchase.

Returns are free in some cases. If you return an item and the reason for the return is not due to an error on the part of lonborus.com, the return shipping costs will be deducted from your refund.

How long does it take to process a return?

Returns are confirmed within 14 days of the package arriving at our warehouse.

Once your return has been accepted, the refund, exchange, or credit note will be processed within 14 days of our customer service team accepting the return.