Returns, exchange & refunds

All you have to do is enter our return portal and follow the instructions.

Send us the items in their original packaging or in one that meets similar quality conditions, together with the return label.

The items must have the white label (located on the back of the rugs) containing the reference number.

Once the products have been received and checked in our warehouse, a refund of the amount paid will be made within 10 working days. The refund will be made by the same payment method used to purchase the product (bank card, Pay-pal...). Once the refund is made, the money will appear in your account in approximately 3 days (it may vary depending on the bank). If shipping costs were paid for the order, they will not be refunded.

The order must be within 30 calendar days from the date of receipt of the order to be eligible for a refund. Items must be in perfect condition, if this is not met, the return of the item(s) may be refused. 

If you have any problem, contact our Customer Service team, by email (customerservice@lorenacanals.com), or by phone (+34 936246219), Monday to Friday from 8:30h to 17h00, GMT+1, indicating the order number, the item(s) to be returned and the reason.

You have 30 calendar days to return it, counting from the day you receive it.

Orders made through the interior design platform are non-returnable.

Currently we do not make exchanges. If you wish to exchange one product for another, you will have to make a return and then place a new order with the product you wish to purchase.

The return is free of charge only when the company Lorena Canals manages the return. If the customer sends a product on his own, the cost will be borne by the customer. 

Lorena Canals only manages returns from the European Union.

If you do not keep the original packaging you can send it in one that meets similar quality conditions, along with the return form that you will find in the original package.

The product will be considered returned in perfect condition if it has no defects and retains the quality and maintenance labels. If any condition is not met, the return will not be accepted.

All the accessories included (like tote bag or underlay in wool rugs) in the product must be returned in perfect condition for the return to be approved.

In case you want to return the product you have to deliver to a nearby collection point that you will find in the return portal of the transport agency. 

Once received and reviewed the products in our warehouse, the refund will be made within the next 10 business days. The refund will go back to the original payment method, and you’ll receive a confirmation email once processed.

If after this period you still have not received the refund, please contact us by email (customerservice@lorenacanals.com), or by phone (+34 936246219), Monday to Friday from 8:30h to 17h00, GMT+1. 

If you have received the wrong product, please email us customerservice@lorenacanals.com or by phone (+34 936246219), Monday to Friday from 8:30h to 17h00, GMT+1, Once we check the details, we will provide you with a return label and replace the missing item.

If you have received the product with a quality problem or a small defect, you can request a new one by writing to customerservice@lorenacanals.com or by phone (+34 936246219), Monday to Friday from 8:30h to 17h00, GMT+1. Will need you to send us an image of the defective item, the white guarantee label from the item and the order number.

We will consider an item to be defective as long as it has not been used.

If you bought a product on pre-order and others on stock, it is normal.

If not, please contact our customer service by email (customerservice@lorenacanals.com) or by phone (+34 936246219 from Monday to Friday from 8:30h to 17h00, GMT+1. and provide your order number and item(s) missing.

Once you have provided all the necessary information, we will take the necessary steps to resolve the problem. 

Yes, it is possible to make a partial return of the order.

All you have to do is enter our return portal and follow the instructions.

You have 30 calendar days to return it, counting from the day you receive it.

Orders made through the interior design platform are non-returnable.

All the accessories included (like tote bag or underlay in wool rugs) in the product must be returned in perfect condition for the return to be approved.

If you have any doubts you can contact our Customer Service department by email (customerservice@lorenacanals.com) or by phone (+34 936246219), Monday to Friday from 8:30h to 17h00, GMT+1. 

You must indicate your order number, the item(s)/item(s) you wish to return and the reason why you wish to do so. 

The items must be in perfect condition, in case this is not fulfilled, the return of the item(s) may be denied.

If the product being returned is damaged, used or washed, we will not be able to accept the return. Our return policy requires that the returned products must be in their original condition, with no damage or signs of use.

All of our items have a 30-day return guarantee except for custom rugs and swatches, which are exempt.

Orders made through the interior design platform are non-returnable.

Orders shipped outside the European Union are non-returnable.

Yes, you will be notified via email, informing you of the status of the refund or if any problems have been detected during the return. 

During our special promotion periods, where we offer gifts with purchase for orders exceeding a certain amount, it is important to note the following: If you decide to return one or more products from your order and the final purchase value falls below the minimum amount required to receive the gift with purchase, you will need to return the gift as well.