Frequently Asked Questions

We are pleased to answer all your questions about our products, the LANIUS brand and the entire purchase and return process. Simply use the group filter or the search below.

If you do not receive an answer to your question, we will gladly answer you by e-mail or phone tel:+49221 80 111 84 80 (Mon-Fri, 09:00 - 17:00).

Top 5 Fragen

In which countries does the LANIUS Onlineshop deliver?

Orders in the LANIUS Onlineshop can be delivered to Germany, Switzerland, Norway and all EU countries.

Please note that for orders with delivery country outside the EU, any additional costs incurred, such as customs duties and taxes, must be borne by the buyer.

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How much are the shipping costs?

Within Germany we always send your order free of shipping costs, regardless of the order value.

For shipping within the EU, to Norway and Switzerland we charge EUR 11.95 per order.

From an order value of EUR 100.00 we deliver free of charge to the EU, Norway and Switzerland (valid for orders up to and including 15.05.2020).

For deliveries to Norway and Switzerland the purchase value is limited to EUR 1,000 net.

Please note that for orders with delivery countries outside the EU as well as for returns, possible additional costs such as customs duties and taxes are to be borne by the buyer.

All deliveries are climate-neutral with DHL go green.

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How can I return ordered items?

The most important information about your return

You recieve your return label, if your shipping adress is located in germany, with your order confirmation email shortly after completing your order.

If you return your article within Germany and have inadvertently lost or deleted your return label, which was sent with the order confirmation, please click HERE to create a new return label.

Returns within Germany:

You will bear the immediate cost of returning the goods if you do not follow our returns procedure listed below.

If you are not satisfied with the parts you ordered, or you need a different size, then within 14 days every purchase within Germany can be returned free of charge.

And that is how it works:

• Please enter the return reason and the quantity on the delivery note / return receipt.

• Put the items together with the return note in the package and then paste the return label on the package. Return the package to your nearest post office or station.

• Exchange wishes can only be considered in terms of size, color or article of the same or lower value. If an item is more expensive, please order it again.

• As soon as your return has been received by us, you will receive an e-mail confirmation of the receipt of the return and after checking the return the corresponding amount will be refunded - according to the type of payment chosen by you.

The DHL return label with the return instructions for domestic returns to the self-printed has already been received by us with your order confirmation by e-mail.

If you need help or have a new return label, please contact: retouren@lanius.com. Many Thanks.

 

Returns abroad:

Please understand that the direct costs of the return of goods from abroad are to be borne by the customer.

And that is how it works:

• Please enter the return reason and the quantity on the delivery note / return receipt.

• Put the items together with the return note in the package.

• Please make a registered return so that your package can be tracked in the event of a loss by tracking number.

• Exchange wishes can only be considered in terms of size, color or article of the same or lower value. If an item is more expensive, please order it again.

• As soon as your return has been received by us, you will receive an e-mail confirmation of the receipt of the return and after checking the return the corresponding amount will be refunded - according to the type of payment chosen by you.

• If you have any questions, feel free to write us an e-mail at retouren@lanius.com.

The address for the return is: OneWorldLogistics GmbH, Ettore-Bugatti-Straße 39 - 41, 51149 Köln

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What are the shipping options?

The goods from the LANIUS Onlineshop will be shipped as an insured package with DHL GoGreen.

We also ship to packing stations.You have the option to choose an already used carton for the environment as a packaging option.

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Is the exchange of my goods possible?

The satisfaction of our customers is a big concern for us. We will gladly exchange your order in a different size and color or in another article with the same or lower value. In this case, the desired replacement item will be shipped free of charge within Germany.

If an item is more expensive, please order it again.

Please understand that we will not be able to deliver spare parts delivered abroad.

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Neue Fragen

How and when can I contact customer service?

Our team can still be reached by telephone from Mo-Fri at 9:00am to 5:00pm dialing: 0221/801118480. You can also contact us at any time by e-mail to shop@lanius.com. We try to answer all inquiries and requests as soon as possible. 

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How long does my refund take?

We try to process all refunds as quickly as possible. Usually the refund will be made within 2 - 3 working days after receiving your return. You will be informed about the receipt and the refund by email. Please understand that due to current circumstances it may take a little longer. We assure you that the processing of orders and refunds is our highest priority.

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How can I submit my return?

To prevent the spread of the virus, the necessary distance should be maintained. If this is not guaranteed when you hand in your return, or the drop-off point is closed, you can use all DHL packing stations at any time to hand in your return. 

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What happens if I cannot meet the return deadline?

Due to the current situation, we have extended our return deadline from 14 to 30 days. If you are unable to return your goods for any other reason, please inform our customer service at shop@lanius.com

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Will my order still be processed and delivered?

Our customer service, our logistic team and our parcel carrier DHL will continue to work regularly, taking all necessary and recommended measures. At the moment there are no delays or restrictions in processing, shipping and delivery within Germany to be expected. For deliveries abroad, delays may currently occur due to transport across borders. 

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