Shipping & order tracking
We ship to the following countries:
EUROPE: Spain, Andorra, Denmark, Estonia, Finland, Sweden, France, Liechtenstein, Malta, Norway, Portugal, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech, Germany, Ireland, Latvia, Lithuania, Luxembourg, Romania, Slovakia, Slovenia, Italy, Hungary, Albania, Bosnia & Herzegovina, Iceland, Moldova, Monaco, Montenegro, North Macedonia, San Marino, Serbia, Vatican City, Åland Islands, Belarus, Faroe Islands, Georgia, Gibraltar, Guernsey, Isle of Man, Jersey, Kosovo, Svalbard & Jan Mayen, Ukraine, United Kingdom, Netherland.
ASIA: China, Japan, Afghanistan, Azerbaijan, Bahrain, Bangladesh, Bhutan, Brunei, Cambodia, Christmas Island, Cocos (Keeling) Islands, Hong Kong SAR, Indonesia, Iraq, Jordan, Kazakhstan, Kuwait, Kyrgyzstan, Laos, Macau SAR, Malaysia, Maldives, Mongolia, Myanmar (Burma), Nepal, Oman, Pakistan, Palestinian Territories, Philippines, Qatar, Saudi Arabia, Singapore, Sri Lanka, Tajikistan, Thailand, Turkmenistan, United Arab Emirates, Uzbekistan, Vietnam, Yemen, Armenia, Timor-Leste.
AFRICA: Kenya, Mayotte, Réunion, Algeria, Angola, Ascension Island, Benin, Botswana, Burkina Faso, Burundi, Cameroon, Cape Verde, Central African Republic, Chad, Comoros, Congo - Brazzaville, Congo - Kinshasa, Côte d'Ivoire, Djibouti, Egypt, Equatorial Guinea, Eritrea, Eswatini, Ethiopia, Gabon, Gambia, Ghana, Guinea, Guinea-Bissau, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Morocco, Mozambique, Namibia, Niger, Nigeria, Rwanda, Sao Tome & Principe, Senegal, Seychelles, Sierra Leone, Somalia, South Sudan, St. Helena, Sudán, Tanzania, Togo, Togo, Tanzania, Togo, Uganda, Uganda, Uganda. Helena, Sudan, Tanzania, Togo, Tristan da Cunha, Tunisia, Uganda, Western Sahara, Zambia, Zimbabwe.
St. Barthélemy, St. Kitts & Nevis, St. Lucia, St. Martin, St. Pierre & Miquelon, St. Vincent & Grenadines, Trinidad & Tobago, Turks & Caicos Islands, U.S. Outlying Islands, Argentina, Bolivia, Ecuador, Falkland Islands, French Guiana, Guyana, Paraguay, Suriname, Venezuela, South Georgia & South Sandwich Islands.
UNITED STATES or CANADA : If you want to buy from the United States or Canada you can access the following URL: https://lorenacanals.us/
OCEANIA; Kiribati, Nauru, New Caledonia, New Zealand, Niue, Norfolk Island, Papua New Guinea, Pitcairn Islands, Samoa, French Polynesia, Fiji, Cook Islands, Australia, Solomon Islands, Tokelau, Tonga, Tuvalu, Vanuatu, Wallis & Futuna, French Southern Territories.
In countries such as Brazil, Greece, Israel, Lebanon, Mexico, Peru, Poland, South Africa, Switzerland, Taiwan, Turkey, Russia, Uruguay and Czech Republic we do not sell through our website but you can purchase Lorena Canals items through our distributors. We recommend you to go to the section of our page ''Find your store'' to find the nearest stores.
If you cannot find your country in the list please contact our Customer Service by email (email@example.com) or by phone (+34 936246219), Monday to Friday from 8:30h to 17h00, GMT+1.
We ship orders with standard shipping via GLS, Impackta, Fedex or TNT depending on the delivery address indicated at the time of purchase.
France, Spain, Portugal (Península) :
Estimated delivery time: 24/72h.
Estimated shipping cost: Orders less than 89€ incur a 6.5€ fee, orders of 89€ or more are free.
Rest of the countries: Delivery times are calculated at checkout and vary depending on the destination and weight.
Orders placed during weekends or holidays will be processed the next working day.
Please note that there might be delays during sales or holiday periods.
The approximate delivery time for a custom rug is 90 days, and we’ll send you email updates throughout the process.
The specific shipping costs for your order are calculated at checkout as they depend on the shipping destination, the weight and the size of the package.
Free shipping on all orders to Spain and France over 89€ (excluding Balearic Islands, Canary Islands, Ceuta, Melilla, Madeira, Azores and Corsica).
For all other destinations other than mainland Spain, France or Portugal, shipping costs will be calculated at checkout before order confirmation. Customs duties for deliveries outside the European Union are not included and are to be paid by the customer.
France, Spain, Portugal (Península) :
Estimated delivery time: 24/72h.
Estimated shipping cost: Orders for mainland Spain and Portugal below €89 will incur a fixed shipping charge of €6.50 for Spain and Portugal, and of 9€ for France.
Rest of the countries: Delivery times are calculated at checkout and vary depending on the destination and weight. The shipping charges do not include in any case tariffs, taxes in the country of delivery or customs procedures, which will be borne by the customer.
If you have an issue with the transport and you do not receive your order, you should contact Customer Service Department by email (firstname.lastname@example.org) or by phone (+34 936246219), Monday to Friday from 8h30 to 17h00, GMT+1. Our customer service department will contact the transport agency to solve the incident.
We do not offer the service of delivery in collection points but we are working to be able to offer it soon. Even so, once you receive the shipping confirmation from the transport agency you can contact them so they can inform you if it is possible to deliver your order to one of their pick up points.
The products are insured by the shipping agency during shipment to ensure their safety and protection.
If there is any problem with the shipment of your order, please contact our Customer Service Department by email (email@example.com) or by phone (+34 936246219), Monday to Friday from 8:30h to 17h00, GMT+1. From our customer service department we will contact the shipping agency to resolve the incident.
At this time, we do not offer an express shipping service beyond our standard shipping service.
It is important to note that our standard shipping service is done as quickly as possible to ensure that your order is delivered in the shortest possible time.
Notification of the shipping charges will be given at the time of placing the order and prior to the order being confirmed.
Because customs regulations and policies vary by region and can change frequently, it is not always possible to anticipate all additional costs that may apply to your order. Customs charges may be determined by local authorities and may depend on factors such as the declared value of the package, the type of product and the country of origin, therefore we cannot provide you with exact information.
We always try to ship all products in one package whenever possible. However, in some cases, depending on the weight and dimensions of the products, we may have to split your order into several packages. We will do our best to ensure that the packages arrive in the shortest possible time.
In case you want to modify or change your order it will be necessary to contact our customer service by email (firstname.lastname@example.org) or by phone (+34 936246219), from Monday to Friday from 8:30h to 17h00, GMT+1.
As soon as your order has left our warehouse, you will receive an email notification with a link and tracking number. You will also be able to track your order through your user account on the Lorena Canals website as long as you have created it at the time of purchase.
If you have not received notification or you have a problem with the link, please contact our customer service by email (email@example.com) or by phone (+34 936246219), Monday to Friday from 8:30h to 17h00, GMT+1 and we will provide you with the tracking number and shipping agency so you can track your order.
If once you have placed the order you need to change the delivery address, please write us as soon as possible to firstname.lastname@example.org or by phone (+34 936246219), Monday to Friday from 8:30h to 17h00, GMT+1, and we will try to change it.
However, if the order has already left our warehouse and is already in the transport agency, it is likely that we will not be able to make the change.
All orders are packed in a sturdy cardboard box to ensure that they reach you in optimal condition. In addition, the items are protected with a corn-based plastic bag to ensure that your order is safe during transport.
If you have changed your mind and no longer want your order you can request cancellation at email@example.com or by phone (+34 936246219), Monday to Friday from 8:30h to 17h00, GMT+1, and we will check if it is possible.
Please note that if your order has already left our warehouse and has been shipped we will not be able to cancel it. In this case, it will be delivered to you and you will have to return the order following the usual procedure.