Customer care

Shipping & returns.

Free shipping. Made to order. Clear returns. Every LIENZO piece is prepared after purchase: less useless stock, more intention.

Last updated: July 4, 2026
01

Made to order.

Each piece is produced after your order. No useless overstock. No absurd production circus.

02

Free shipping.

Shipping is free worldwide, with no minimum order value.

03

Clear returns.

Wrong item, defect, or damaged product? We review it, verify it, and fix it.

Shipping

The journey of your color.

1 Order preparation

Each order is usually prepared within 2 to 7 business days, excluding weekends and public holidays.

This includes production, quality control, and package preparation. Because our pieces are made after purchase, this step cannot be skipped.

In plain words: your piece is not waiting in a forgotten stockroom. It starts its story when you choose it.

2 Estimated delivery times

Delivery times vary depending on the destination.

Europe 5 to 10 business days
United States / Canada 3 to 8 business days
Latin America 7 to 15 business days
Asia / Oceania / Africa 10 to 20 business days
These timeframes are estimates. They may vary depending on carriers, customs, high-demand periods, or events outside our control.

3 Order tracking

Once your order ships, you will receive an email with your tracking link.

In some cases, one order may be shipped in multiple packages. If this happens, each package will have its own tracking number.

4 Shipping fees

Shipping is free worldwide, with no minimum order value.

LIENZO does not add hidden shipping fees.

Customs duties, local taxes, or import fees may still be charged by the authorities of the delivery country. These costs remain the customer’s responsibility.

5 Incorrect or incomplete address

Please check your shipping address carefully before placing your order.

If a package is returned to us because the address was incorrect, incomplete, or the package was not collected, reshipping costs will be the customer’s responsibility.

6 Lost, stolen, or damaged package

If your package appears lost or stuck, contact us within 7 business days after the estimated delivery date.

For a damaged package, please send us:

  • your order number;
  • clear photos of the package;
  • clear photos of the affected product;
  • a short description of the issue.

After review, we will offer an appropriate solution: replacement, reshipment, or refund depending on the case.

LIENZO cannot be held responsible for confirmed theft after delivery when the carrier confirms that the package was delivered to the address provided, unless applicable law provides otherwise.

Returns

Simple. Clear. No circus.

7 When can you request a return or refund?

You may contact us to request a return, replacement, or refund in the following cases:

  • the item is defective upon delivery;
  • the item was damaged during shipping;
  • the product received does not match the order;
  • the size, model, or color received does not match the order.

The request must be sent within 14 days after receiving the package.

8 Information to provide

To help us process your request faster, please include:

  • your order number;
  • the email address used for the purchase;
  • clear photos of the issue;
  • a short description of the situation.

9 Personalized or custom-made items

Under distance-selling rules, some items may not be eligible for withdrawal when they are made according to the customer’s specifications or clearly personalized.

If a product falls into this category, this will be stated before purchase.

This rule never removes your rights if a product is defective, damaged, or does not match your order.

10 Change of mind, size, or personal preference

For non-defective, non-personalized items that are not excluded by law, requests are reviewed according to the rules applicable in the delivery country.

Returns linked to a size choice, a color perceived differently on screen, or a change of mind can only be accepted if the product is eligible for return, unworn, unwashed, undamaged, and sent back in its original condition.

Return shipping costs remain the customer’s responsibility, except in cases of our error or a defective product.

11 Refunds

After the return is received and approved, the refund will be issued to the original payment method used for the order.

Standard banking delays are usually 3 to 14 business days after the refund is validated.

You will receive a confirmation email once the refund has been initiated.

12 Legal guarantees

This policy does not limit any legal guarantees that may apply.

European Union consumers may benefit from the legal guarantee of conformity, generally applicable for 2 years, as well as protection against hidden defects under the conditions provided by law.

Question about your order?

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