Return Policy
If for any reason you are not completely satisfied with your order, we kindly ask you to contact us. At La Zilora, we strive to ensure that our customers are 100% satisfied with the products purchased from our suppliers. If you are unhappy with your order, do not hesitate to reach out to us, so our team can assist you immediately.
How to Return (Part of) Your Order
If you decide to return products within the 30-day cooling-off period, we will refund the full order amount within five working days after receiving the returned item. However, please note that return shipping costs cannot be reimbursed.
Follow these steps to return your product(s):
- Send an email to laziloracustomerservice@gmail.com, indicating that you wish to return your order or part of it.
- Wait for a response from our customer service team to verify if your return can be accepted.
- If your return is accepted, please pack the product carefully and securely, preferably in its original packaging.
- Send the package to the return address provided by our customer service.
- Share the Track & Trace code with our customer service team.
- Once the package is received and inspected, we will refund the order amount for the returned products via the original payment method.
Unfortunately, the following products cannot be returned:
- Sealed products with broken seals.
- Custom-made products tailored to the consumer's specifications.
- Products of a personal nature.
- Products that cannot be returned due to their nature.
- Due to COVID-19 hygiene measures, products in the "Beauty," "Kids & Baby," and "Sport" categories cannot be returned.
Return Address:
The return address will be provided by our supplier. Returns should be sent to:
SUPPLIER ADDRESS/OWN ADDRESS
Cancellation of Orders
Unfortunately, it is not possible to cancel your order. Orders are processed directly in our system, making cancellation no longer feasible.
Damaged Products Upon Receipt
We’re sorry to hear this! It is possible that your product was damaged during transit. If you have received a damaged or incorrect product, please contact us within 30 days of receipt. After this period, returns are no longer possible.
To resolve the issue quickly, please email us a photo clearly showing the damaged part of the item. Ideally, the photo should display the damaged part on a flat surface with the label and damage clearly visible. This information helps us assist you and prevent such issues in the future.
For damaged products, we offer a one-time replacement package and cannot provide a refund. If the product is damaged upon a second delivery, we will refund the full purchase amount.
For questions about damaged products upon receipt, please contact us via laziloracustomerservice@gmail.com.
Manufacturing Defects or Faults After Use
We’re sorry to hear this! It’s possible that a manufacturing defect occurs over time, causing a fault. This means the part is broken and no longer meets the manufacturer’s standards. Please note that wear-and-tear items are excluded from manufacturing defects or faults. These include:
- Drive belts
- Batteries
- Brake pads, brake discs, brake linings, and brake drums
- Chains, bulbs, sprockets, tires, and tubes
- Moving parts in general
For questions about manufacturing defects or faults after use, contact us via laziloracustomerservice@gmail.com.
Incorrect Product Delivery
We strive to process all orders correctly. However, mistakes can happen, and you may receive the wrong product. We will resolve this issue for you and send the correct order free of charge.
For questions about incorrect product delivery, please contact us at laziloracustomerservice@gmail.com.
Missed Delivery or Post Office Pick-Up
If a package is delivered to your door or left at a post office, the costs are covered by La Zilora. If the package is not accepted or picked up at the post office, it will automatically be returned to the supplier. In such cases, we reserve the right to deduct 100% of the order value from your refund.
Damaged Product?
We’re sorry to hear that your product was damaged during transit. We are happy to send you a replacement free of charge the first time, but we cannot issue a refund. If the product arrives defective a second time, we will refund the full purchase amount.
Lost Package?
If a package is lost or not delivered for logistical reasons, we will first send a replacement package before applying our refund and return policy.
Customs Charges
In some cases, customs may inspect your package during delivery. Unfortunately, we have no control over changes in legislation effective July 1, 2021. In rare cases, customs may charge a small import fee. However, in 99% of cases, these costs do not apply. If customs fees are charged, please contact us.