FAQ'S
Online shop

Order

1. How can I place an order?

2. How can I cancel or change my order?

3. Why can I not see the button “Add to Basket”?

4. Is there a minimum order value?

5. Do sold-out articles come in stock again?

Delivery

1. How long will the delivery take and what are the costs?

2. How are orders delivered?

3. Where is my order?

4. Can the delivery address be different to the billing address?

Payment

1. What are the payment methods?

2. How can I redeem a discount voucher?

Returns & Complaints

1. How do I return or exchange a product?

2. How can I get my money refunded?

User Account

1. What do I do if I’ve forgotten my password?

Newsletter

1. What is advertised in the newsletter?

2. How can I subscribe to the newsletter?

3. How can I cancel the newsletter?

Order

1. How can I place an order?

Step 1: Place the articles in the shopping basket
Choose the appropriate size and/or colour of the product you want and place it in your personal shopping basket by clicking “Add to shopping basket”. You can change this selection at any time before submitting your order by clicking “Shopping Basket” in the top right corner of the online shop. You can also redeem promotional codes & vouchers in the shopping basket. Go to the next step by clicking “Proceed to checkout”.

Step 2: Login
If you have already created a user account, please log in using your email address and password. Otherwise, please register as a one-off guest or create a user account for your future purchases. Your data are collected, processed and used in accordance with data privacy regulations. They are not used in any other way or disclosed to third parties. Click “Register” or “Next” to proceed to the next step in the ordering process.

Step 3: Billing and delivery address
Please provide us with your billing and delivery address here. Click “Continue” to proceed to the next step in the ordering process.

Step 4: Payment method
Select how you want to pay. Click “Continue” to proceed to the next step in the ordering process.

Step 5: Order summary & purchase
At this point, check all the details of your order one last time and select the two boxes “I have read the General Terms and Conditions and agree to them” and “I have read the cancellation policy”. Click “Submit order” to send us your order. Depending on the payment method you chose, you will then be forwarded to our payment service provider or transfer the total amount to the specified account if you chose “Bank transfer (advance payment)”. The receipt of your order is confirmed by an automated order confirmation email.

We will be happy to advise you in person too, advice and orders are possible by phone on 0043 5572 58143-21. Our service hours are MON – FRI from 7.30 a.m. to 12 noon and MON - THURS from 1.00 to 5.00 p.m.

2. How can I cancel or change my order?

Contact our customer service by phone or email: shop@lenzproducts.com, Tel: 0043 5572 58143-21.

Our service hours are MON – FRI from 7.30 a.m. to 12 noon and MON - THURS from 1.00 to 5.00 p.m.

3. Why can I not see the button “Add to Basket”?

We ship to all EU countries.

If you access the website from a country outside the EU, the button “Add to Basket” is not displayed and unfortunately, you cannot place an order. If you have a delivery address in the EU, you can order from us by e-mail under: shop@lenzproducts.com

4. Is there a minimum order value?

No, there is not a minimum order value.

5. Do sold-out articles come in stock again?

Yes, usually. Register to be notified when the article is available again. As soon as the article is in stock, we will inform you by email free of charge with no obligation.

Delivery

1. How long will the delivery take and what are the costs?

Your order is processed as soon as it’s received. You can find an overview of shipping costs and delivery times here:

2. How are orders delivered?

Shipping is carried out with UPS. In Austria and Hungary, we ship with GLS.

3. Where is my order?

Once your order is sent out you then receive an email with parcel tracking number. You can follow your parcel’s delivery status using this tracking number.

4. Can the delivery address be different to the billing address?

We are also happy to send your order to a different delivery address.

Payment

1. What are the payment methods?

PayPal
To be able to pay by PayPal you need to be registered with PayPal. You store your account details or a credit card with PayPal. Once you have placed your order with lenzproducts.com you are directed to the PayPal page and can complete your payment simply and quickly with just a few clicks.

Credit card
You are automatically forwarded to the payment process once you have placed your order. Please have your credit card number, the CVV number (on back of credit card) and the reference account number to hand. Your credit card account is charged once the order is completed.

Sofort.
With this payment method you need your online banking login and TAN. You are then forwarded to your bank’s website and pay there as usual using online banking.

Bank transfer (advance payment)
Once you have placed your order you receive an order confirmation with the bank details. Your order is sent as soon as this amount has been transferred to our account.

2. How can I redeem a discount voucher?

Enter the code in the “Discount code” box in the shopping basket. Then click “Apply”. The discount is then displayed above the total amount. If you have already placed the order, the promotional code cannot unfortunately be redeemed any more.

Returns & Complaints

1. How do I return or exchange a product?

You can really simply return your goods to us or exchange them within 14 days.

We are offering a extended return and exchange period until 15th January 2019 for all orders made between 20th November 2018 and 31st December 2018.

Please only return unused articles to us in the undamaged original packaging. Please follow the steps below:

1 Filling in the returns slip
Please fill in the returns slip overleaf and enclose this with your return delivery.

2 Printing out the returns label
Please select your country to prepare the returns label:

You can now print out the returns label really easily and conveniently.

Download returns label from Post.at for Belgium, Czech Republic, France, Germany, Hungary, Luxembourg, Netherlands, Slovenia.

Download returns label from Post.at for Austria

3 Packaging the article
Please place the originally packaged and unused article and your completed returns slip in the parcel and seal it well. Then affix the printed returns label (if you have one) to the parcel so it is clearly visible.

4 Returning your parcel
Hand over your return parcel to the relevant parcel delivery partner and keep the receipt.

5 Credit
As soon as we have received your return delivery and checked it, our customer service will contact you and you will receive your money back straight away over the next few days or we will send you the new article, if you are requesting an exchange.

2. How can I get my money refunded?

As soon as we have received and checked your returned goods, we will refund the amount for the returned articles in a few days. Depending on the payment method, you will receive your refund as follows:
With Sofort., advance payment your money is reimbursed to the account you paid from.
With credit card payment the amount is reimbursed to your credit card account. You can see the booking on your next credit card statement.
With payment by PayPal the amount is credited to your PayPal account.

User Account

1. What do I do if I’ve forgotten my password?

If you have forgotten your user account’s password, you can request a new one. For this please go to “My user account” and click “Forgotten password”.

Newsletter

1. What is advertised in the newsletter?

In our free newsletter you receive information about our products, news and exclusive (discount) promotions twice a month at most.

2. How can I subscribe to the newsletter?

You can subscribe to our newsletter on the page https://www.lenzproducts.com/en/newsletter/subscriberData/form/. 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”.

3. How can I cancel the newsletter?

There are two options to cancel the newsletter:
Open a Lenz newsletter in your emails and click on “Cancel newsletter” right at the end.
You can also cancel the newsletter when you are logged in under MY USER ACCOUNT “General subscription”.