FAQs
FAQs – Lorenta Store
How can I contact Lorenta Store?
You can email us at support@lorenta.store, and our customer service team will be happy to assist you with any questions or concerns!
Do you ship worldwide?
Yes, we ship to customers all around the world!
Where do you ship from?
We ship from our warehouse in Hong Kong.
Can I change or cancel my order?
As we strive to process orders as quickly as possible, any changes or cancellations must be requested within 12 hours of placing your order. Requests made after this time may not be accommodated. However, once you receive your order, you are eligible to return it for a full refund.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) as well as PayPal payments for your convenience.
When will my order be processed?
Orders are handled and shipped from our warehouse. Please allow extra time during holidays or sale periods.
- We process orders Monday to Friday (excluding weekends).
- Orders are processed within 1-3 business days from the order date and shipped the following day.
How long will it take to receive my order?
Due to high demand, orders may take 2-4 weeks to arrive.
What if I don’t receive my order?
If your order has not arrived within 30 days of shipping, you are eligible for a full refund.
Will I be charged customs and taxes?
The prices on our site are tax-free in AU Dollars. However, you may be required to pay customs duties, taxes, and related fees when your order arrives in your country. These charges are determined by your local customs office and are the responsibility of the customer. We are not responsible for delays caused by customs. For more information, please contact your local customs office.
How do I return an item?
Please reach out to us at support@lorentastore.com, and we will guide you through the return process.
What if the item(s) I received are defective, incorrect, or damaged?
If you receive merchandise that is incorrect, missing, or defective, please contact us immediately at support@lorenta.store. Be sure to include:
- Your order number
- Photographs of the item(s)
- Any other relevant details
We will work to resolve the issue as quickly as possible.
When will I receive my refund?
Refunds will be issued to your original payment method.
- For credit/debit card payments, refunds will typically be processed within 7-10 business days after we receive your returned item or process your cancellation.
- If you have not received your refund, we recommend contacting your bank or credit card company, as it may take additional time for the refund to post to your account.