How can We help?
How can We help?
We will be happy to change the shipping address for you order! Please email our Customer Service team with your order number and the updated address ASAP, as we are only able to make changes to your order if it has not yet entered the packing process. Once the order has been accepted on the website, most orders are dispatched within a few hours of receiving by our warehouse. Due to this it’s almost impossible for us to change the address. We can try to change the address while the order is still processing but this is no guarantee that we will be able to. Most packages can be diverted once they are with the destination delivery partner (For Eg. USPS in the USA or Royal Mail in the UK) by calling them directly with your tracking number.
Your package will most likely be delivered within a few days, but it’s great to check with your neighbours and/or post office for more information in the meantime!
If you do not receive your order in a couple days, please email our Customer Service team, within 14 days of the last tracking update, with your order number and tracking information so we can investigate this for you.
We’re so sorry for the delay with your package! Although tracking does not indicate this, we can assure you that your package is still in transit to you.
Please note that international orders typically take 25 to 31 full business days to be delivered. Business days do not include weekends, or holidays.
This delay is due to COVID-19 restrictions on airline space.
Orders delivered to a PO BOX address may be subject to additional delays.
Once your order ships, we are unable to make any changes to the shipping address.
You should still be able to update your address with the local shipping provider once it is handed over to them.
We currently don’t have a phone number for customer service inquiries, but we recommend taking a look around our Help Center to find answers to your questions/concerns.
If you can’t find what you’re looking for or need help regarding your order, our Customer Service team will be more than happy to assist you
Whether you’re trying to find the status of your order or if you’re trying to stay updated with all our products. Please note that:
-Your Email (Gmail, yahoo, etc) may be marking our emails as Junk or Spam mail. To stop this from happening, please add ‘[email protected]’ to your email address book.
-Make sure you typed in the correct email address when you signed up with us.
Our team can double check this information for you!
We do our very best to process and ship your order as quickly as possible, however once your order is transferred to the Local Shipping Provider, it may encounter delays during its journey to you. The same is true for orders determined to be undeliverable by the Local Shipping Provider and returned to our warehouse.
Please note Lanveza is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from our Shipping provider to the local carrier in your country or air and ground transportation strikes or delays.
For returned orders, please note that we will issue a full refund for your order once it is received at our Returns Department. We are unable to process a refund for a returned order until we physically receive the package. We apologize for any inconvenience
We do not provide return shipping labels for any returns. All returns are the customer’s responsibility. We suggest you purchase the track and trace option so that you can track it safely back to us. If your parcel is lost, destroyed or damaged in transit, your refund will not be processed. Returns may take up to 5 working days to process from when we receive your parcel.
If your package shows delivered while tracking it but you haven’t received it. We can dispute it for you. In order for us to do so, we will need a case number from the destination delivery partner ( Eg. USPS in the USA or Royal Mail in the UK). You can obtain one by calling them. This case number acts as an authorisation for us to dispute the delivery on your behalf as being the receiver the delivery can only be confirmed by you. Without this case number we are unable to dispute the delivery for you.
If you can’t find the answer you’re looking for, please fill out the form below or you can also email us at: [email protected]