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FAQ - Questions (and turbo answers) corner

Take the time to browse our FAQ, you will surely find the information you are looking for!

Orders and Payments

How to place an order on the website?

Select your items, add them to your cart, and follow the secure checkout process. You will receive an email confirmation once your order is complete.

What payment methods are accepted?

We accept credit cards (Visa, Mastercard, American Express), PayPal, and Apple Pay. All transactions are secure.

Can I modify or cancel my order after validation?

Please contact us immediately via our contact form if you wish to modify or cancel your order. We will do our best to accommodate your request before shipping.

I did not receive the confirmation email.

Check Spam/Promotions and add our address to your contacts. Nothing? Write to us with the name and email used.

How does a promo code work?

Enter it at the “Checkout” step. If it’s valid, the discount will be applied immediately. Codes generally do not combine.

I want an invoice.

Reply to the confirmation email and request your invoice (tell us if you need VAT ). We'll send it to you as a PDF.

Delivery and Returns

What are the delivery times?

Delivery times will be communicated to you at the time of your order. They remain for informational purposes only, and we cannot be held responsible for any possible delays. See our delivery policy .

What are the delivery costs?

We are pleased to offer you free delivery, for an even more pleasant service.

Will I receive all my items in one package?

Not necessarily! Some items are manufactured by different partners, in responsible workshops located in Europe, the United States, or Asia. Your order may therefore arrive in several packages, each with its own tracking number.

Can I track each package?

Yes! As soon as an item ships, you will receive a tracking link by email. If your order includes multiple packages, you will receive a separate link for each one.

How long does it take to receive my order?

Custom production takes a little longer than a traditional purchase, as each piece is created especially for you. Depending on the item and its origin, the lead time can range from 3 to 20 business days . We'll keep you informed every step of the way 💌.

Can I return a product if I am not satisfied?

Yes, you have 14 days to return an unused product in its original packaging. We invite you to consult our returns policy .

Customs & taxes, who pays what?

Depending on the country, fees may apply: they are the responsibility of the recipient (we would prefer to plant more trees than pay customs, but the law is the law 🌍).

Products and Solidarity Commitment

Why not produce in advance like other brands?

Because producing on demand means avoiding waste, unsold items, and overconsumption. Each Lienzo garment is printed especially for you. It's slower, but so much more sensible 🌿.

Are your products ethical and sustainable?

Yes, all our products are designed with sustainable and environmentally friendly materials. We are committed to reducing our environmental impact.

Are your pieces made to last?

Yes, we favor selected materials for the fit and on-demand printing (zero overproduction). The idea: less but better. Our care instructions make the difference.

And in terms of packaging, is it clean?

We favor simple and responsible packaging (no unnecessary items). The goal: to protect your room without overloading the trash 🌍.

How does Lienzo support solidarity projects?

At Lienzo, we believe in meaningful fashion. That's why we're committed to supporting charitable projects with every purchase you make. Here's how we put this commitment into practice:

  1. Profit distribution :
    A portion of the profits from each sale is donated to our association, Collectif Ensemble , which funds projects for children with disabilities. These projects include educational initiatives, inclusive activities, and inspiring trips for these children.
  2. Local and ethical suppliers :
    We work exclusively with local suppliers, located close to our customers. This approach allows us to limit our carbon footprint while supporting local economies. Our partners share our ethical and environmental values, guaranteeing fair working conditions and sustainable materials.
  3. Ecological commitment :
    By choosing local suppliers, we reduce transport distances and minimize our carbon footprint. Furthermore, our products are designed with environmentally friendly materials, with a focus on sustainability and waste reduction.
  4. Transparency and traceability :
    We believe in transparency. That's why we regularly share updates on the projects we support, as well as testimonials from the children and families who benefit. This way, you can see the tangible impact of your purchase.
  5. Solidarity and responsible fashion :
    By shopping at Lienzo, you're not just choosing quality clothing: you're also participating in a movement of solidarity and responsibility. Every product purchased contributes to creating a more inclusive and sustainable future.
Can I choose the project supported?

For now, the funds are being distributed according to the needs of ongoing projects.

Why are some products sent separately?

At Lienzo, we choose committed , ethical partners located close to you to limit our carbon footprint. This diversity of responsible production explains why some products come from different workshops 🌱.

Where are your products manufactured?

At Lienzo, we place great importance on sustainability and ethics. That's why we carefully select our suppliers, always located as close as possible to our customers . This geographical proximity allows us to limit the carbon impact of transport and support local economies.

Our products are manufactured in ethical workshops , where social and environmental standards are strictly respected. We work with partners who share our values ​​of transparency , respect for workers and preservation of the environment .

By favoring local and responsible production, we help reduce our ecological footprint while offering you quality products, designed with care and respect for people and the planet.

Our eco-responsible commitments

Is a tree planted with every purchase?

Yes! Thanks to our partnership with Tree-Nation , a tree is planted for every order placed. You will receive a digital certificate confirming your tree, so you can concretely track your positive impact.

What happens to your textile waste?

We reuse textile scraps to create new accessories or recycle them responsibly. The goal is simple: zero waste, more creativity!

How do you guarantee responsible production?

Our clothing is made to order , which avoids overproduction and limits unnecessary inventory. We use recycled packaging and favor partners who respect demanding social and environmental standards.

Account and Personal Information

How to create a customer account?

Click "Register" at the top of the page, then fill out the form with your information. This will allow you to track your orders and benefit from exclusive offers.

How do I update my personal information?

Log in to your account, then go to the "My Profile" section to edit your information.

Is my personal data secure?

Yes, we protect your data in accordance with GDPR. See our Privacy Policy for more details.

Customer Service

How to contact customer service?

You can contact us via the contact form on our website. We respond within 24 to 48 hours.

What should I do if my product is damaged or defective?

Contact us immediately with a photo of the product and your order number. We will find the best solution to your problem together. See our return policy .

Do you offer a warranty on your products?

Yes, all our products benefit from the 2-year legal guarantee of conformity.

For Affiliates

How to become a Lienzo affiliate?

It's simple! We invite you to visit the " Become an Affiliate " page and register by following the steps provided.

What benefits does the program offer?

As an affiliate, you earn commissions on every sale generated through your networks, blogs, etc. Plus, you'll get a free creative kit including photos, captions, and story visuals, a unique trackable link, and a personal promo code to share with your community, as well as a dashboard to track your earnings in real time.

How do I get paid?

To receive your commissions, you must earn a minimum of €20, with monthly payments made through PayPal. A confirmation email is sent with each payment. (Example: If you generate 5 sales of €50 in January, €25 in commissions will be paid in early February.)

Can I combine it with other promotions?

Yes! Your promo code can be used with store sales (e.g., -30% + your code -10%).

What happens if a customer cancels their order?

The commission is automatically canceled if the customer withdraws within 14 days. The payment is declined. You will see the update in your dashboard within 24 hours.

Where can I track my performance?

Everything happens in your personal dashboard :

  • number of sales,
  • commissions pending / approved / paid
  • Click on your link,
  • and even your charitable impact 🌱
What if I live abroad?

No problem!

The ambassador program is open internationally 🌎

You can promote Lienzo from anywhere — all you need is a bank account or online wallet to receive your earnings.

Ambassador links and codes work worldwide.

💡 Tip: Amounts are automatically converted to your currency at the time of payment.

Can I talk about Lienzo if I am not an affiliate?

Of course! But only verified affiliates earn commissions. Join the program here to monetize your influence.

Give your Lienzo clothes a second life

What should I do if my garment is badly damaged or has a hole?

Even worn out, it can still be useful! You can drop it off at a Le Relais collection point, located in many cities. Your clothes will be sorted, reused, or recycled into eco-friendly insulation.

Where can I drop off my old clothes?

Use the Redonner platform, which shows you the collection points around you.
Some partner brands even offer you a solidarity voucher in return.

Pass it on to those who need it.

You can donate your Lienzo clothes to:


- A local association providing assistance with reintegration or accommodation


- Your school or nursery, to make costumes or creative objects

Reuse creatively.

Some ideas to extend the life of your clothes:

- Turn a t-shirt into a tote bag

- Use old fabrics to create a homemade comforter or travel pouch

- Create reusable wipes from scraps

The only limit will be your imagination!

From thread to heart: our answers with confidence

What makes the Lienzo brand unique among ethical and solidarity stores?

Lienzo is much more than a clothing brand: it's an ethical and supportive fashion project born from a family trip around the world . Each t-shirt, sweatshirt, or accessory tells a true story and supports concrete actions for the inclusion of children with disabilities through the Collectif Ensemble association. For us, ethics is not a concept: it's a human adventure.

Why are your ethical clothing prices higher?

Our prices reflect a clear choice:

✔️ Responsible production on demand , to avoid any waste

✔️ Certified organic or recycled materials

✔️ Immediate support for solidarity and inclusive projects

✔️ Original designs, exclusive to our store

By buying from Lienzo, you are not just paying for a piece of clothing: you are supporting a sustainable, committed and humane way of life .

How can you be sure of the quality of the sustainable clothing you offer?

At Lienzo, textile quality is at the heart of our commitment.

Our products are carefully printed on eco-responsible, tested and certified materials (GOTS, OEKO-TEX, etc.).

We show you:

  • authentic customer reviews
  • photos worn on different body types
  • flexible return policy

🧵 Our durable clothing is made to last, and to look like you.

Are your eco-responsible commitments verifiable?

Yes, and we are committed to total transparency :

  • made to order
  • recycled packaging
  • our certifications and actions are documented
Why doesn't my garment look exactly like the photo?

Our products are printed on demand. This means that each piece is unique . Slight variations in color or placement may exist – this is the charm of digital craftsmanship, and proof that no garment is produced unnecessarily.

How do I care for my garment so that it lasts a long time?

Wash inside out at 30°C, avoid tumble drying, and iron without steam. Simple care to make your message last as long as cotton 🌱.

Personalized products & creative ideas

Can I submit my own design?

Yes, it's in development! At Lienzo, we believe that everyone can be a link creator. We're soon launching a participatory program , where everyone can submit a design to be printed on our clothing. The goal: to highlight unsung talents and spread messages that matter .

💌 Interested? Sign up for our newsletter to be notified of the launch.

What if I am a person with a disability, can I participate?

This is precisely the heart of the project . We want to create a space where invisible voices become visible , where people with disabilities can express themselves through creation . Each selected design will be:

  • Printed on a capsule collection.
  • Valued through our networks and our committed customers.
Do you offer personalized clothing for events or associations?

Yes, on request. Whether for an inclusive school , a community , or a solidarity event , we can create a personalized line with:

  • Logo, message, or illustration.
  • Ethical conditions guaranteed.

📬 Write to us via our contact form to co-create together!

How can your products become an educational or solidarity tool?

Each Lienzo garment is more than just a garment. It can be worn:

  • a drawing made by a child during a solidarity workshop.
  • an inspiring message written in a world language.
  • a visual co-created with a school, a ULIS class, or an association.

We believe in the power of textiles to transmit, connect and enhance .

Hack Your Style - the collection that leaves you with the pen

What is “Hack Your Style”?

A modular capsule collection where you can personalize your Lienzo piece with creative elements (embroidered patches, letters, badges, cords, small graphic details, etc.). The goal: to say something about yourself and give even more meaning to what you wear 🌈

How does it work in practice?

You choose your base : a Lienzo piece from the Hack Your Style collection.

You add your “Hack Your Style” accessories : iron-on patches, sew-on badges, letters, lanyards, badges/pins, pockets to attach, textile stickers...

You receive your kit at home : clothing + accessories.

You customize it yourself (easy!).

I have a hack idea / a visual to suggest!

We love it! Send us a message (or use the contact form). Your favorite ideas will be featured in our upcoming drops—credited, of course.

Shall we share?

Post your look with La Tribu : we'll share it in the gallery and on our networks ✨

If your question remains unanswered, we invite you to contact us.

Our virtual assistant LINA 🤖 is available 24/7 to guide you, answer your questions and help you with your choices.

💬 Click the icon at the bottom right of the screen to chat with her now.

If your question remains unanswered, we invite you to contact us.