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.