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).

 

Questions about COVID-19

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: +49221/801118480. 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?

Our return period is 14 days and starts with the receipt of your order. If for understandable reasons you are not able to return your order within this period, please inform our customer service at shop@lanius.com as soon as possible.

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Are protective measures taken?

Our customer service and logistics team work in compliance with all necessary and recommended hygiene measures. We make sure that there is sufficient distance between them. DHL is currently waiving the signature at the time of delivery of the parcels for good reason, but the parcel is of course still insured.

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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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