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).

 

Return and Exchange

How can I return ordered items?

Customer satisfaction is very important to us, therefore we offer you a free return shipment within 14 days in Germany. Please understand that we cannot bear the costs for returns from abroad and any customs and handling charges. These are at the expense of the customer.

You recieve your return label, if your shipping adress is located in germany, with your order confirmation e-mail shortly after completing your order.  If you are unable to print the label, there is a QR code on the DHL return label. Show this QR code on your smartphone at a DHL branch, a DHL parcel shop, a DHL delivery service or a DHL packing station. DHL will print the label for you.

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. We ask for your understanding that unfree shipments returned to us cannot be accepted.

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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. 

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Returns from 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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How can I exchange the LANIUS pieces?

We will gladly exchange items of your order in a different size, color or in another article in the same goods value for orders within Germnay. If you order from another country than Germany or  the desired item is more expensive than the item returned, please order again.

Please let us know by phone, +49 (0) 221- 801118480 or email shop@lanius.com which item you would like to receive as a replacement and we will reserve it in case of availability until receipt of your return. For return please use our return service.

Please note that the return is only valid for unused, unwashed and faultless items.

 Unfortunately, we cannot offer an exchange on a billing basis for foreign shipments.

DE: In the event of a change, the desired replacement article will be shipped free of charge, if available, within Germany.

EU / Switzerland: Please understand that we will not be able to deliver spare parts delivered abroad.

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How and when will I receive my refund after the return?

As soon as your return has been received, you will receive a confirmation by e-mail. After checking the return the corresponding amount will be refunded - according to the payment method chosen by you. After successful reimbursement, you will receive information by e-mail. Please note that processing and refunds can take up to 14 days.

Payment: The credit will be refunded to the bank account used for the payment. It can take up to 5 business days before the credit is available on the account.

Immediate transfer: The credit note is reimbursed to the bank account used for the payment. It can take up to 5 business days before the credit is available on the account.

Credit card: The credit card is rebooked to the credit card account charged to the payment. The rebooking is available on the next credit card bill. The reimbursement is dependent on the respective credit institutions.

PayPal: The credit is credited to the PayPal account used for payment. Whether the amount deposited on the PayPal account as a credit balance or is backed up to your bank account depends on the individual settings of your PayPal account.

Gift voucher: The refund will be paid as credit to your LANIUS customer account or in the form of a new coupon code adapted to the return amount. A cash payment of the credit is unfortunately not possible.

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How can I revoke an order?

We hope, of course, that you are satisfied with our products and have a lot of fun. Should it nevertheless be the case that you want to send back something, then the legal right of revocation applies. You can return unused, unwashed and faultless goods within 14 days without giving reasons.

Please inform us in writing or by telephone about your cancellation request.

Click here for our sample revocation form

Click here for our contact form

E-mail shop@lanius.com
Fax: +49 (0) 221-801118416
Phone: +49 (0) 221- 801118480

Please also refer to the detailed information on the right of revocation in our General Terms and Conditions under item 11. Revocation right and item 12. Consequences of the revocation.

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How can I revoke goods?

Your item is defective or damaged? We're sorry. In the event of a complaint, please inform us by using the contact form, by telephone +49 (0) 221- 801118480 or email shop@lanius.com about the defect. Thus, we can make a first estimation and discuss the further process. To simplify and speed up the process, please keep order number and/or customer number ready.

Please understand that we can only accept complaints which were purchased at the LANIUS Onlineshop. For  LANIUS items bought at stores, please contact your local retailer.

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