Welcome to lonzodesign. Our goal is to provide customers with reliable and clear shipping services. We make every effort to process each order efficiently and ensure safe delivery.

1. Shipping Cost & Delivery Areas

Products on this website can be shipped to the United States, Germany, the Netherlands, Belgium, Austria, and other European Union countries.

The countries and regions available for delivery are subject to the options displayed at checkout. If your country or region is not available when placing an order, please contact us at [email protected] for assistance.

Free Shipping: We offer free shipping to eligible countries and regions.

2. Handling Time, Transit Time, and Order Cut-off Time

Our order processing and delivery times are as follows:

Handling Time: 7–14 business days, Monday to Friday
Transit Time: 7–14 business days, Monday to Friday
Estimated Total Delivery Time: 14–28 business days
Order Cut-off Time: 2:00 PM
Time Zone: Hong Kong Standard Time, GMT+08:00

Note: Customized products may require additional processing time. Delivery times are estimates and may vary depending on the destination, product availability, customs clearance, carrier arrangements, and peak-season logistics.

3. What Happens After I Place an Order?

After placing an order, you will receive an order confirmation email. This means that we have received your order information and started preparing it for processing.

Before shipment, we may verify product availability, customization requirements, shipping address details, and whether the order is eligible for delivery to the selected destination.

Once your order has been shipped, we will send tracking information to you by email.

4. Shipping Methods & Carriers

We work with trusted logistics providers and international carriers to ensure safe delivery. The carrier used may vary depending on your location, order size, and product type.

If you require a faster international express shipping service, please contact us at [email protected] before placing your order.

5. Order Tracking

Once your order has been shipped, you will receive a tracking number by email. You can check your order status through the tracking link provided in the email or visit:

https://www.17track.net/en

If your tracking information has not been updated for several days, please allow additional time. During international shipping, customs clearance, carrier transfers, or peak logistics periods may delay tracking updates.

6. Delivery Responsibilities & Special Circumstances

Customers must provide accurate and complete shipping information at checkout, including their full name, street address, house or apartment number, postal code, city, country, and contact details.

After an order has been submitted, we cannot guarantee that the shipping address can be changed. If you need to update your address, please contact us immediately at [email protected]. Once the package has been shipped, rerouting is usually not possible.

If an order is returned due to an invalid address, failed delivery attempts, refusal of delivery, or other customer-related reasons, additional reshipping or order processing fees may apply.

Delivery may be affected by customs inspections, severe weather, logistics disruptions, carrier delays, product customization, or holiday-season shipping volumes.

Please do not schedule installation services, such as booking an electrician, based solely on the estimated delivery time shown on the website. We recommend arranging installation only after the product has been delivered.

7. Order Cancellation & Modification

If you need to cancel your order or modify your order information, please contact us at [email protected] within 24 hours after placing the order.

Once order processing has started, we cannot guarantee that a cancellation or modification request can be completed.

If the order has already been shipped, you will need to follow our return policy.

Customized Products

Products made according to customer-specified requirements, such as custom dimensions, colours, surface finishes, suspension cable lengths, or other special requests, are considered customized products.

Once production of a customized product has started, the order cannot be cancelled or modified. Customized products cannot be returned unless they have a manufacturing defect, were damaged during transit, or the wrong product was delivered.

Please carefully review all product specifications and requirements before confirming a customized order.

8. Packages Damaged During Transit

Please inspect your order and its packaging promptly after delivery.

If you discover that a product was damaged during transit, please contact us within 7 days after delivery at [email protected] and provide:

• Your order number

• Clear photographs or a video of the damaged product

• Clear photographs of the inner and outer packaging

• A photograph of the shipping label

• A brief description of the damage

Please retain the product, its original packaging, and all packaging materials until the issue has been resolved.

If the issue is confirmed as transit damage, a manufacturing defect, or an incorrectly supplied product, lonzodesign will cover the applicable costs and arrange replacement parts, a repair, a replacement product, or a refund, depending on the circumstances.

Claims submitted more than 14 days after delivery may be difficult to verify, particularly if the product has already been installed, used, modified, or removed from its original packaging. In such cases, we may be unable to provide a replacement or refund.

Our customer-service team normally responds within one business day. Please check both your inbox and spam folder to ensure that you do not miss our reply.

9. Contact Information

Trade Name: lonzodesign
Address: Unit C, 1202, Building C, No. 278 Xingtai Road, Shiqiao Street, Panyu District, Guangzhou, Guangdong, 510000, China
Email: [email protected]
Support: Monday - Friday: 9:00 AM - 6:00 PM (GMT+8)