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FAQ Frequently Asked Questions

Ordering a product

How to navigate the Lancerto.com online store?

The navigation of Lancerto.com is designed to be as intuitive as possible for you. You have several possibilities to quickly find the product you are interested in. You can browse the main menu of categories (at the top of the store) and go to the subcategories you are interested in. You can use the store search engine at the top of the page.

How to choose the right size?

If you want to choose the right size of the product you are interested in, just click on the “View Size Table” tab on the product card and follow the instructions there when choosing the size. Remember that you can always contact our consultant who will help you choose the right size. You can do this at any stage of your purchase through Live Chat available at the bottom left-hand corner of the page.

What is Live Chat and how to use it?

To make shopping easier at every stage - to help you choose the right outfit for your occasion, size, styling - we've launched Live Chat, so that you can contact our stylist whenever you need it. The Live Chat window is available at all times in the bottom right-hand corner of the page, regardless of where you are navigating the page at any given time.

Making an order

Can I place an order without creating an account?

Yes, you can place an order in the Lancerto.com store without registering and creating an account. It will be processed as a standard, you will only be asked to fill in the data necessary for the implementation of the shipment. However, we encourage you to create an account. This will enable you to take advantage of a number of features such as tracking order statuses, tracking of shipments, and reviewing your order history. Additionally, special promotional campaigns are available for registered customers.

How to place an order in the Lancerto.com online store?

If you want to place an order in the Lancerto.com store add selected products to the cart and proceed to the order processing by clicking the “Checkout” button. You will then be asked to log in or to fill in your details if you make a purchase without registering. The next step is to choose the method of delivery and payment. To complete the ordering process, click on the “Place order” button. Depending on which method of delivery/payment you have chosen, you will be redirected to the appropriate subpage. In the bottom right corner of the screen you will see the total amount of your order together with shipping costs. If your order has been placed correctly, you will see the “Thank you for placing an order” screen. At this point your order will be registered and you will be redirected to the appropriate subpage for online payment (Blue media). Your payment will be automatically registered and you will be informed about it in the order confirmation e-mail.

Is it possible to make changes to the order or its form of payment?

To change your order or remove one of the goods from it, please contact our Customer Service. It is not possible to make changes to an order that has already been shipped.

Where can I check the status of my orders?

All users, whether registered or unregistered, will receive an email at the address provided when placing an order with the current status information. In addition, Customers who have an account with us can keep track of the status of their orders after logging in to their account in the “Order history” tab. Remember that you can always contact our Customer Service.

How can I use discount codes?

If you want to use a discount code, place the selected products in your shopping cart, and then enter it in the “Discount code” field before clicking on the “Place order” button. The code will automatically reduce the value of the order by the appropriate amount.

How can I receive a VAT invoice?

In order to receive a VAT invoice, please select this option when placing an order. Please fill in the fields that will appear after selecting the option “I want to receive a VAT invoice”.

Delivery

What are the costs and delivery time?

 

Shipping within 24H

Has my order already been shipped?

All users receive e-mail notifications with current information about the status of the order, sent to the address given during the order placement. In addition, for registered Customers, information about the current status of the order is available on the “My account” page in the “Order history” tab.

Will the courier contact me before delivery?

Couriers are not obliged to contact the recipient of the shipment before delivery, therefore we are not able to guarantee this. In fact, it is an individual matter for each forwarder, but usually the courier calls the addressee on the day of delivery (usually in the morning) in order to confirm the possibility of receiving the shipment.

Where can I get information about the location of the shipment sent to me?

When you hand over your shipment to a DPD courier company, you will receive an electronic notification from us with your delivery note number.

The courier came with the parcel, but I was not at home. What should I do?

The courier should re-deliver to the indicated address twice more. This option is guaranteed by the forwarder. Of course, this does not involve any additional charges for the recipient. If the courier has tried to deliver the parcel several times and has not found you at home, please contact our Customer Service - we will clarify the situation.

The order has the status - “shipped” but the shipment has not been delivered for a long time. What to do?

If the delivery of your order is delayed, please contact our Customer Service to clarify the situation.

What documents should be included in the shipment?

We always attach a receipt or a VAT invoice to the shipment (if the customer has indicated his/her willingness to receive such a document when placing an order) and the “Return document” of the goods.

Payment methods

What are the possible payment methods?

Payment by credit card

We offer credit card payment via secure Blue media payments.

 

Returns and complaints

Are Lancerto products covered by a guarantee, if so, how long does it last?

Yes, all Lancerto products come with a two-year warranty.

Can I exercise my right of withdrawal from a distance agreement with Lancerto.com?

Yes, you can withdraw from the agreement concluded at a distance without giving a reason within 14 days from the date of receipt of the shipment by sending a written statement to the address: Lancerto S.A. ul. Podzwierzyniec 29, 37-100 Łańcut, Poland or inform the Seller about the willingness to withdraw through the Customer Service. Return of goods (the cost of sending the goods back to the Store) takes place at the expense of the Consumer. Check how to make a return HERE.

The ordered goods have defects. How can I make a complaint?

If you have received a damaged product, please contact Lancerto customer service at bok@lancerto.com. Our advisors will help solve the problem.

My order has been processed incorrectly or is incomplete. What to do?

You should sending an e-mail to the address: bok@lancerto.com. An incorrectly shipped product will be exchanged by the correct one or, if the order is incomplete, the missing product will be shipped. In both cases, the delivery costs will be borne by the store.

One product is damaged in the received set, do I have to return the whole set or only a single product?

Return only the damaged product. Contact our customer service bok@lancerto.com. Our consultants will help you solve the problem. 

How long does Lancerto.com have to process a complaint or return?

The Lancerto.com store has 14 days to process a complaint/return.

How can I check the return/complaint status?

All users, whether registered or unregistered, will receive an email at the address provided when placing an order with the current information on the status of complaint or return. In addition, Customers who have an account with us can keep track of the status of their complaint or return after logging in to their account in the “Order history” tab.

 

My account

I already have an account with Lancerto.com, but I can't log in. What should I do?

One of the most frequent reasons for this situation is an incorrectly entered login (e-mail address) or password to the store account. If you have forgotten your password, click on the “Remind password” link on the login page. A new, randomly generated password will be sent to the e-mail address provided during registration. If you have entered the correct password, but still you have not managed to log in to your account - please contact us, we will do everything to help you.

Can it happen that my account is blocked?

The store administrator has the right to block the user account in case of violation of the Terms & Conditions. If this is the case, please contact us and we will certainly resolve the situation.

Is my data provided during the purchase safe?

Yes. We protect your data with the RapidSSL certificate, which is a high-class protection. It protects websites and guarantees the confidentiality of the data transmitted between your browser and the website. Thanks to their use, it is possible to encrypt the transmission of transmitted data, such as address data, user name, password and other data from order forms, bank account data, e-mail and all kinds of administrative panels.

Contact customer support

How do I contact customer service?

If you want to contact us, use the form here or write to us at bok@lancerto.com. Our consultants will answer all your questions, advise you in product selection and help you to place an order.

When can I contact customer service?

Our Customer Service consultants are available on weekdays from Monday to Friday from 8:00 a.m. - 4:00 p.m. .