FAQ

FAQ

Which payment methods can I use to place an order?
You can pay for your order via credit card or bank card, or by cash on delivery.

Where is my order?
Your orders are delivered from our warehouse to a local shipping company within 2-30 days. Once your package has been received by the local shipping company, you can track your order by clicking on the "Order Tracking" link on the order detail page. If your delivery is delayed, you can contact our customer service representatives by email or telephone anytime.

Which shipping company will deliver my order?
Your order will be delivered via the courier company, DPD, or Sameday for Romania.
Your order will be delivered via the courier company, DPD, or Econt for Bulgaria.
Your order will be delivered via the courier company UPS for Germany, Italy and France.

When will my order be delivered to me?
Your order will be delivered to the shipping company within 2-30 days.

I didn't receive my order. What should I do?
If you did not receive your order on time, you can contact our customer representatives by the phone number given in the content of “contact”.

How can I order without being a member?
After adding the products that you want to purchase to the basket, you may click “view basket” and proceed with the “complete the order” button.
Enter your email address in the field under " Continue as Guest" on the right-hand side of the screen.
Click the “Continue” button after entering your delivery information.
After filling out your payment information, the order will be placed successfully.

I placed my order but I want to add/remove products. What can I do?
Unfortunately, it is not possible to make a change once the order has been placed. You may cancel it and place a new one with the products that you want.

Can I make a change to the size of the product in my order?
It is not possible to change the specifics of an order once it has been submitted. You may cancel the order and place a new one with the sizes that you want.

Can I choose a new product to replace the item that was unavailable or out of stock after I placed my order?
Unfortunately, not. Your item will be automatically canceled if it is out of stock or no longer available, and you'll automatically be notified and refunded for this inconvenience. You can, however, create a new order for a different product afterwards.

Can I exchange a product after placing my order?
Unfortunately, we do not allow for the exchange of products ordered from our online stores. 

Can I return my order? 
You can return your order/products, by courier, taking into consideration the return policy, in 30 days' time. 

LCW MONEY
LCW Money is an alternative payment method. Thus, if you make a return, you can choose to refund the value of the product or products, not to your bank account but in LCW money. This new option at the client account allows for keeping money resulting from refunds, to use it for subsequent purchases. 
Thus, LCW money consists of the balance defined in the user account, depending on the preference, for the return of purchases made with payment on delivery. LCW money is identified in your account after the return of the product is accepted. LCW money in the account will be deducted from the total value of the next order.
At the same time, you can transfer the amounts from LCW Money at any time to your account by bank transfer/EFT. It takes an average of 5-7 business days for LCW money to be reflected in your account.
Payment with LCW Money is available to users who have an account registered at https://www.lcw.com/ro-RO/RO  and who have made at least one order with cash payment on delivery. This option is not available for customers who have made payments by card. 
If the LCW Money balance does not cover the value of the products in the cart, you can choose to pay the difference in cash or by debit/credit card
 
How many days does it take for my return to be processed and for me to receive my refund?
Although it varies from bank to bank, the average refund period is 14 days.

Are there any customs taxes or fees?
Products will be sent from our warehouse in Romania. There will be no extra fees.