From the first email you send to our customer service about your return shipment, it will be processed. Due to high demand, it is not always possible to respond immediately. Sending multiple emails is not necessary: it will be handled as soon as possible. We aim to respond within 1 day and are happy to assist you further.

If for any reason you are not satisfied with the received order, please contact us. Loranza strives to ensure that our customers are 100% satisfied with the product they have purchased from our suppliers. If you have issues with the shipping or the product, please contact us and our team will assist you immediately.

It may happen that you want to return an order. Perhaps because the product does not meet your expectations or maybe there is another reason why you no longer want the order. Whatever the reason, you have the right to return your order within 14 days of receipt without giving a reason.

What is the return period?

You can return your order to us within 14 days of receipt.

How long does it take to get my money back?

A full refund will be made via the same payment method the customer used. Once we have received the return shipment, we check whether the products are in their original, resalable condition and then refund the money.

Please note that most financial institutions usually require 3-5 business days to complete a refund.

What is a return receipt?

You receive it from the post office when you send your item back. Always keep it - it is your proof that you have returned your order.

Canceling

If you want to cancel, please contact our customer service as soon as possible.

My item is damaged/defective, what should I do?

To assist you as quickly as possible, we ask you to attach a few photos showing the poor quality or damaged part of the product. The best photos are taken on a flat surface with good lighting where the label and the defect are clearly visible. We will use this information to help you with your order and to prevent errors in the future.

Received the wrong product?

We do our utmost to process all orders correctly. Unfortunately, sometimes orders slip through and we deliver the wrong product to you. Of course, we will resolve this and send you the correct order free of charge. For questions about the delivery of wrong products, you can contact customer service. For more information, you can also check our shipping policy.

Easy returns in three simple steps:

Step 1: Request the return form via support@loranza-label.com Provide your order number, email address, and reason for return. We will process your request as soon as possible and let you know how to return the item.

Step 2: Send your order
Send the items along with the completed return form to the address on
the return form. Make sure to provide the package with a Track and Trace code.
As the sender, you are responsible and we want to avoid any misunderstandings.

Step 3: Receive the purchase amount back
If we have received the package, we will ensure that the purchase amount
is credited within 14 business days.

Return conditions and guidelines:

Please note that returned items must be unused, undamaged, and in the original packaging. Unfortunately, we cannot accept returns of hygiene products. Once we have received and checked the returned item, we will refund the purchase amount as soon as possible in the same way you paid.

To qualify for a return, your item must be in the same condition as when you received it, unused and in the original packaging. You also need the receipt or proof of purchase.

To initiate a return, you can contact us via contact@loranza.nl. Always mention your order number. If your return is accepted, we will send you a return form with instructions on how and where to send the package. The products come directly from our supplier and must also be returned directly to them.



Why can underwear, masks, hygiene, and beauty products not be returned?

Underwear, masks, and beauty products are considered hygiene products. We take hygiene and general safety very seriously and do not allow underwear, masks, hygiene, and beauty products to be returned for the safety of our customers. We are not the only ones with this policy, as other suppliers of underwear, masks, hygiene, and beauty products also do not allow returns for the same reason.

Can I return my order without contacting you?

You must contact us before sending a return shipment because the return address and form may vary depending on the supplier from which your order comes.

Can I exchange my product?

This varies per product; please contact our customer service for this.

How can I contact you?

You can contact us by email at support@loranza-label.com We aim to respond within 1 day and are happy to assist you further.

Email: support@loranza-label.com
Phone: +31 851306746
Customer Service
Monday to Friday: 08:00 - 17:00
Saturday & Sunday: 10:00 - 16:00
We aim for a response time of 1 day.