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FAQ

ORDERS

WHERE IS MY ORDER?

You will receive an email once your order has been dispatched.

You can contact our Customer Care Team to help track down your order.

HOW CAN I TRACK MY ORDER?

Please contact us at support@lanzary.com for your tracking information.

CAN I AMEND MY ORDER?

We’re super quick at processing orders to make sure that you receive it as soon as possible. Once an order has been placed, we might be unable to cancel it. However, please contact us immediately at support@lanzary.com with your cancellation request and order number.

CAN I AMEND MY DELIVERY ADDRESS?

We’re super quick at processing orders to make sure that you receive it as soon as possible. Once an order has been placed, we might be unable to make any changes to your delivery address. However, please contact us immediately at support@lanzary.com with your request and order number.

PRE-ORDERS

When placing a 'Pre-Order', funds are taken at the time of the order to secure your items.

You can find details of when we expect the stock on the item page.

Once the stock is shipped, you will receive a shipping confirmation email. Ordering a pre-order via an express shipping option will not shorten the pre-order time, but your item will be sent with an express service once it is in stock.

If a multiple item order contains a pre-order, we will hold the shipment and post all together, unless instructed otherwise. Please contact us at support@lanzary.com if you’d like us to ship the items separately.

Our 14 days returns period starts from when you receive your order.

DELIVERY

WHAT ARE MY DELIVERY OPTIONS?

UK DELIVERY

USPS NEXT BUSINESS DAY (ORDER BY 1PM MON - FRI) – 0.00

Your order will be delivered via DPD. If you order by 1pm Monday - Friday, delivery will be made before close of business the following working day. A signature will be required upon receipt.

Deliveries are made Monday - Friday, there is no weekend service available. 

For orders to the Scottish Highlands and Islands, Isle of Man, Isle of Wight, Northern Ireland, Scilly Isles and Guernsey, please allow 2 working days for delivery.

 

DPD SATURDAY (ORDER BY 1PM FRIDAY) - 0.00

Your order will be delivered via USPS. If you order by 1pm Friday, you will receive your order before end of day on Saturday. A signature will be required upon receipt. If the order is placed during the week, it will be held and then despatched on time to be delivered on the nominated Saturday.


INTERNATIONAL DELIVERY

EUROPE USPS CLASSIC - 0.00

Your order will be shipped via USPS and you will receive your order within 2-4 working days. This is a fully trackable service and will require a signature on delivery. 

Deliveries are made Monday - Friday, there is no Saturday service available. We recommend using your work address or an address where someone will be at home to sign for your package.

USA / AUSTRALIA /  - 0.00 

Your order will be shipped via USPS and you will receive your order within 3-5 working days

This is a fully trackable service and will require a signature on delivery. Deliveries are made Monday - Friday, there is no Saturday service available.

We recommend using your work address or an address where someone will be at home to sign for your package.


Please note we do not deliver to PO Boxes, Parcel Lockers, APO, DPO, or FPO addresses. We are also unable to provide delivery to some areas due to limited reliable shipping options. We’re happy to allow collection if you’d like to arrange your own shipping of items.

WILL I HAVE TO SIGN FOR MY DELIVERY?

Someone will need to be home to sign for your order upon delivery.

WILL MY PARCEL BE CHARGED CUSTOMS AND IMPORT CHARGES?

Customs & import duty charges do not apply to customers in the UK or EU.

In most cases, any customs or import duties are charged once the parcel reaches its destination country.

You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel.

lanzary has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

RETURNS

HOW DO I RETURN AN ITEM?

If for any reason you change your mind about any items purchased, you can return them to us within 14 days of the parcel being delivered to you for a full refund.

For more info on how to do this, please head over to our Returns page.

CAN I EXCHANGE AN ITEM?

You can exchange any item for a different size or colour of the same item. If you would like a different item, you will need to contact us at support@lanzary.com first. We’ll be back in touch as soon as possible!

You can exchange any unwanted items within 14 days of the parcel being delivered to you. For more info on how to do this, please head over to our Returns page.

HOW LONG AFTER DELIVERY CAN I MAKE A RETURN/EXCHANGE?

You can return any unwanted items back to us within 14 days of receipt. Returned items must be in their original and unused condition.

We reserve the right not to refund you if you return items to us outside the terms of our returns policy. Please head over to our Returns page for more information.

HAVE YOU RECEIVED MY RETURN?

Please allow up to 10 working days for your parcel to be returned to lanzary. We will send you a confirmation email once your return has been processed. If you haven’t heard any communication from us after 10 working days, please contact us at support@lanzary.com with your order number and details of the items returned.

WILL YOU REFUND MY DELIVERY COSTS?

Please note we do not issue refunds for the original delivery costs.

Unfortunately, we are also unable to refund duties, taxes or shipping charges.

Please ensure that any returns are clearly marked as ‘Returned Goods’ on the outer packaging of the parcel - you must use the sticky label included in your original shipment.

Your customs declaration should include an accurate description of the goods, their quantity and value.

lanzary will not accept returned goods from outside of the EU unless the 'Returned Goods' sticker is applied on top of the return parcel.

WILL MY RETURN POSTAGE BE REFUNDED?

Unfortunately, we are unable to issue refunds for the cost of the returns.

However, if the item you’re returning is faulty or incorrect, we will process a refund for your shipping charges.

I’VE BEEN REFUNDED THE WRONG AMOUNT!

When checking your refund amount, please take into account any discounts that were applied to your order to calculate the correct amount. However, if that’s not the case, please contact us at support@lanzary.com We’ll be back in touch as soon as possible!

I’VE RECEIVED THE WRONG PRODUCT IN MY ORDER/THERE IS AN ITEM MISSING FROM MY ORDER!

Please get in touch with our Customer Care Team who will sort this as quickly as possible. Include your name, order number and let us know what was missing in your order. We’ll be back in touch as soon as possible!

I’VE RECEIVED A FAULTY ITEM!

Please get in touch with our Customer Care Team who will sort this as quickly as possible. Include your name, order number and if possible, photos of your faulty item. We’ll be back in touch as soon as possible!

GENERAL

I HAVE SEEN A PRODUCT I LOVE BUT NOW IT’S OUT OF STOCK!

We understand how frustrating it is if the item you’ve been obsessing over is out of stock but the good news is we often restock our most popular styles. Please drop our Customer Care Team an email to check if your favourite styles will be restocked soon. You can also keep an eye on the Pre-Orders section on our website.

HOW OFTEN DO YOU RE-STOCK SIZES?

Sometimes you have to be quick to grab the pieces you’re after!

However, we’re always looking out for the hottest items and restock/stock similar styles very often!

Please drop our Customer Care Team an email to check if your favourite styles will be restocked soon.

You can also keep an eye on the Pre-Orders section on our website.

DO YOU HAVE ANY DISCOUNT CODES?

Make sure you’re the first to know about any exclusive discounts by signing up to our email updates and get following us on Facebook, Instagram and Twitter.

CAN I USE MORE THAN ONE DISCOUNT CODE ON MY ORDER?

Discount codes can’t be used in conjunction with any other offer or promotion or in addition to any discount you may be entitled to (unless otherwise stated). Only one discount code is permitted per order.

I’VE FORGOTTEN TO USE MY DISCOUNT CODE!

Once your order has been placed, we are unable to manually add a discount. Please note that the discount may be used on your next order; check out the terms and conditions of the code.

WHY WON’T MY DISCOUNT CODE WORK?

Your Code: Have you entered the code correctly? Our codes are case sensitive, try copying and pasting the code into the promo code box just before checkout.

Expiry Date: Please look at the terms and conditions of the discount code to make sure this offer is still valid.

Eligible Items: From time to time we offer discount codes for selected items only and this will be stated in the terms and conditions of the discount code.

Unique Codes: If you are lucky enough to receive a unique code from us, please note that it cannot be used in conjunction with any other discount code and the code can only be used once.

DO YOU HAVE A SIZE GUIDE?

You can see our size chart here

Please note these are the approximate measurements we provide for your guidance.

HOW TO TAKE MY MEASUREMENTS?

We recommend measuring yourself in your underwear, and if possible, the bra you will be wearing with the dress.

Bust: Measure around the fullest part of your bust.

Waist: Measure around your natural waistline – the smallest part of your waist.

Hips: Measure 20cm below your waistline at the fullest part of your hips, with your heels together.

DOES lanzary HAVE A PHYSICAL STORE?

We are exclusively an online store, however, there are some local boutiques and stores that stock lanzary.

CAN YOU MAKE GARMENTS IN DIFFERENT LENGTHS?

Yes, we can make the garments in petite, standard and tall lengths!

PETITE – for girls 1.60 m / 5’3” & under

STANDARD – for girls 1.75 m / 5’9” & under

TALL – girls above 1.75 m / 5’9”

HOW LONG DOES IT TAKE TO MAKE MY DRESS?

Orders usually take around 10 weeks to complete, however, in the busy periods the lead time may increase to 12 weeks.The last day for submitting your order is the 29th of each month as we send the orders to production after this date. You will be notified when your item is on its way to you.

With regards to timeframes, we would highly recommend that you allow yourself more than enough time for custom ordering your dresses. We would advise to have the dresses at least 4 weeks before the event just in case anything needs to be altered. For example, if you receive your dresses and your event is 2 weeks later, this leaves us little time to correct anything. We simply would like to make sure that we provide you with the most beautiful dresses!

For further assistance, contact us and we can talk you through it: support@lanzary.com

DO YOU HAVE A SIZE GUIDE?

You can see our size chart here.

Please note these are the approximate measurements we provide for your guidance.

We would suggest ordering the item from an already available stock to make sure sizing and fit is correct.

HOW TO TAKE YOUR MEASUREMENTS?

We recommend measuring yourself in your underwear, and if possible, the bra you will be wearing with the dress.

Bust: Measure around the fullest part of your bust.

Waist: Measure around your natural waistline – the smallest part of your waist.

Hips: Measure 20cm below your waistline at the fullest part of your hips, with your heels together.

CAN YOU SEND A SAMPLE TO TRY?

Since the item is customized, we cannot send any sample dresses. We recommend ordering an existing lanzary dress of chosen style first to help with your decision.

CAN I CUSTOMISE OR ALTER ANY OF YOUR DESIGNS?

Due to our production demands, we are unable to customise or alter our designs. During our design process, we put a great deal of thought into each design and decide on the best finishing for each design.

DO YOU MAKE CUSTOM DESIGNS?

Due to our collection being in high demand and production times, we do not offer custom designs.

WILL MY DRESS BE PERFECT?

All of our dresses undergo a professional quality control to ensure fabrics and manufacturing is of the highest standard before delivery.

Please note that the products may have variations in dying hues so product may look slightly different from the image.

If you’re ordering your bridesmaid dresses via this service, we advise that you order all dresses together as otherwise, there may be slight differences in dying hues due to products being dyed in different batches.

In the rare event of any manufacturing fault, we would of course repair your dress for you.

WHAT IF I NEED A DIFFERENT COLOUR THAN AVAILABLE?

Of course, you may choose a colour that we do not offer currently on the site.

For any assistance with this matter, contact us and we can talk you through it: support@lanzary.com

ORDERING YOUR DRESS

If you have any queries about ordering your dream lanzary dress, as well as production timelines, policies and delivery dates, please contact us at support@lanzary.com