Customer care

Shipping & returns.

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

Last updated: September 26, 2026
01

Made to order.

Each piece is produced after your order. No useless overstock.

02

Free shipping.

Standard shipping is free worldwide, with no minimum order value. Applied automatically at checkout.

03

Clear returns.

Wrong item, defect, or damaged product? Tell us within 7 days of delivery and we 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 after shipment vary depending on the destination.

United States / Canada 3 to 8 business days
Europe / UK 5 to 10 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.

Sets are made piece by piece, so one order may arrive in multiple packages. Each package has its own tracking number.

4 Shipping fees

Standard 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 unless stated otherwise at checkout.

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. If it arrives damaged, contact us within 7 days of delivery.

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 Defect, damage, or wrong item

Contact us for a replacement or refund if:

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

The request must be sent within 7 days of 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 Change of mind or size choice

Every piece is made to order for you. If the size received matches the size you selected, it is treated as a change of mind.

Customers who benefit from a legal right of withdrawal, including customers in the European Union where applicable, have 14 days from receipt to exercise it. Items must be unworn, unwashed, undamaged, and returned in their original condition with proof of purchase.

Return shipping costs for a change of mind remain the customer’s responsibility. Please check the size guide before ordering.

10 Refunds

Once approved, the refund is issued to the original payment method.

Standard banking delays are usually 3 to 14 business days after the refund is validated. You will receive a confirmation email once it has been initiated.

11 Legal guarantees

This page 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, and protection against hidden defects.

Full details: Return and Refund Policy and Shipping Policy.

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