2. How can I cancel or change my order?
3. Why can't I see the "Add to Cart" button?
4 Is there a minimum order value?
5. Are sold out items coming back?
6. How long is the delivery time and what are the shipping costs?
7. How are the orders shipped?
9. Can the delivery address differ from the billing address?
10. What are the payment methods?
11. How can I redeem a discount voucher?
12. What do I do if I forgot my password?
Step 1: Put the item in the shopping cart
Select the appropriate size and/or color of your desired product and place it in your personal shopping cart by clicking on the "Add to shopping cart" button. You can change this selection at any time before submitting your order by clicking on the word "Shopping cart". " in the upper right corner of the online shop. You can also redeem promotional codes and vouchers in the shopping cart. By clicking on the button "Proceed to checkout" you get to the next order step.
Step 2: Login
If you have already created a user account, please log in with your e-mail address and your password. Otherwise, please register once as a guest or create a user account for your future purchases. Your data will be collected, processed and used in compliance with data protection regulations. Any other use or transfer to third parties does not take place. By clicking on the "Login" or "Continue" button, you will be taken to the next order step.
Step 3: Billing and shipping address
At this point, tell us your desired billing and delivery address. Clicking on the "Continue" button will take you to the next order step.
Step 4: Payment method
Choose your prefered payment method. Clicking on the "Continue" button will take you to the next order step.
Step 5: Order Summary & Buy
At this point, check all the details of your order one last time and tick the two boxes "I have read the General Terms and Conditions and I expressly agree to them" and "I have read the cancellation policy". By clicking on the "Order with costs" button, you send your order. Depending on which payment method you have selected, you will then be forwarded to our payment service provider or, if you choose "Bank transfer (prepayment)", transfer the total amount to the specified account Receipt of the order is confirmed with an automatic order confirmation by e-mail.
We would also be happy to advise you personally Telephone advice and ordering is possible at 0043 5572 58143-22. Our service times are MON - FRI from 7:30 a.m. to 12:00 p.m. and MON - THURS from 1:00 p.m. to 5:00 p.m.
To do this, contact our customer service by phone or email: Mail shop@lenzproducts.com , Tel 0043 5572 58143-22.
Our service times are MON - FRI from 7:30 a.m. to 12:00 p.m. and MON - THURS from 1:00 p.m. to 5:00 p.m.
We ship to all EU countries.
If you are not accessing from a country in the EU, the "Add to shopping cart" button will not be displayed and an order will unfortunately not be possible. If you have a delivery address in the EU, you are welcome to order from us by email: shop@lenzproducts.com
No, there is no minimum order value.
Most of the time yes. Sign up for the relevant item to be notified of availability. As soon as the article is in stock, we will inform you by e-mail free of charge and without obligation.
Your order will be processed immediately after receipt. An overview of the shipping costs and delivery times can be found here:
| country | postage costs | Postage free from one Order value from |
delivery time in working days |
shipping partner |
|---|---|---|---|---|
| Austria | €4.99 | €70.00 | 2-3 business days | GLS |
| Germany | €6.50 | €70.00 | 2-3 business days | GLS |
|
Belgium,
Denmark, France, Italy, Luxembourg, Netherlands, Poland, Slovakia, Slovenia, Czech Republic, Hungary |
€14.99 | €200.00 | 2-5 business days | GLS |
|
Bulgaria, Estonia, Greece, Croatia, Latvia, Lithuania, Portugal, Romania , Spain |
€24.99 | €200.00 | 2-7 business days | GLS |
| Finland | €24.00 | €200.00 | 7-9 business days | UPS |
| Sweden | € 28.75 | €200.00 | 7-9 business days | UPS |
| Malta, Cyprus | €49.99 | €350.00 | 7-9 business days | GLS |
| Ireland | €20.99 | €200.00 | 2-7 business days | UPS |
The shipment will be taken by GLS. In Ireland, Sweden and Finland we ship with UPS.
You will then receive an e-mail with the package tracking number (tracking number). With this tracking number you can follow the current delivery status of your package.
We are also happy to send your goods to a different delivery address.
Paypal:
In order to be able to pay with PayPal, you need to be registered with PayPal. There you store your account details or a credit card. After submitting your order at lenzproducts.com, you will be taken to the PayPal page and pay there quickly and easily with just a few clicks.
Credit card:
You will be automatically forwarded to payment after submitting the order. Please have your credit card number, the security code (on the back of the credit card) and the account number of your reference account ready. The charge of your credit card account is carried out with the order is completed.
Immediately:
With this payment method you need your online banking registration and TAN. You will be redirected to your bank's website and pay as usual via online banking.
Bank transfer (payment in advance):
After completing the order, you will receive the order confirmation with the bank details. As soon as the amount has been credited to our account, your order will be dispatched.
Enter the code in the shopping cart in the "Discount code" field. Then click on the "Apply" button. The discount amount is displayed above the total amount. Once the order has been completed, it is unfortunately no longer possible to redeem a promotional code.
If you have forgotten your user account password, you can request a new one. To do this, please go to "My User Account" and click on "Forgot your password".
RETURNS & COMPLAINTS FAQ
1. How does a return or exchange work?
2. How do I get my money back?
You can easily return or exchange your goods within 14 days.
We ask that you only return unused items in the undamaged original packaging to us. Please follow below steps:
1. Fill out the return slip:
Please fill out the enclosed return slip and enclose it with your return.
2. Print out the return label:
Please select your country to create the return label.
| country | returns process | shipping partner |
|---|---|---|
| Austria | Download return label Post.at | post |
| rest of the EU | Download return label Post.at | post |
| Denmark, Cyprus, Romania, Sweden | Please contact us directly at shop@lenzproducts.com We will send you your UPS return label by email. | UPS access point |
3. Packing:
Please put the item(s) in the original packaging and unused and your completed return form in the shipping carton and seal it well. Then please attach the printed return label, if available, to the box where it is clearly visible.
4. Drop off package:
Give your return to the respective shipping partner and keep the posting slip.
5. Credit:
As soon as your return has been received and checked by us, our customer service will contact you and you will receive your money back immediately in the following days or we will send you the new item if you want an exchange.
Once your return has been received and inspected, we will refund you for the returned items within a few days. Depending on the payment method, you will receive your refund as follows: With immediate payment, you will receive your money back to the account from which you paid. If you pay by credit card, you will receive the amount back on your credit card account. You will see the booking on your next credit card statement. If you pay by PayPal, you will receive a credit to your PayPal account.
1. What is advertised in the newsletter?
2. How can I subscribe to the newsletter?
3. How can I unsubscribe from the newsletter?
In our free newsletter you will receive information about our products, new products and exclusive (discount) campaigns at most twice a month.
You can subscribe to our newsletter at https://www.lenzproducts.com/newsletter/. If you have set up a user account, you can also manage the newsletter when you are logged in under MY USER ACCOUNT "General subscription".
There are two ways to unsubscribe from the newsletter: Open a Lenz newsletter in your emails and click on “Unsubscribe from newsletter” at the very end. You can also unsubscribe from the newsletter when you are logged in under MY USER ACCOUNT "General subscription".
