Returns, exchange & refunds
In case you want to return an item, you have 30 calendar days to return the product(s), starting from the date you receive the package.
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 if it is managed with Lorena Canals.
To request a refund you must follow the following procedure:
To request a return, please log in to your account through this link https://shopify.com/62672011503/account, select the item you want to return, and provide the reason for returning the product. This information helps us improve our service and products.
Our customer service will analyze the case, and we will give you an answer within the next 48 hours with the instructions and return label.
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.
From Customer Service we will provide you with the return label the link so that you can process the return.
You have 2 services available:
a) Delivery to a nearest collection point.
b) Collection at home, during working hours and at non-arranged times.
Send us the items in their original packaging or in one that meets similar quality conditions, together with the return form.
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 received a damaged item or a wrong item please contact us by email (customerservice@lorenacanals.com), or by phone (+34 936246219), Monday to Friday from 8:30h to 17h00, GMT+1.
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.
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.
In case you want to return the product you have 2 services available:
- Delivery to a nearby collection point that you will find in the return portal of the transport agency.
- Collection at home, during working hours and at non-arranged times.
From customer service we will provide you with the link so that you can process it and choose the option that best suits your needs.
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.
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. To request a return, please log in to your account through this link https://shopify.com/62672011503/account, select the item you want to return, and provide the reason for returning the product. This information helps us improve our service and products.
Our customer service will analyze the case, and we will give you an answer within the next 48 hours with the instructions.
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.
No more than 30 calendar days must have passed since you received the order. 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, which are exempt.
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.