FAQ
About Order
Q: What if I have not received my order?
A: If you have tracking number, you can go to our order tracking page. If not, please feel free to contact us at hello@lanjurr.com for an updated on the status of an order.
Q: How can I pay for my order?
A: We accept Paypal and all major credit card (Visa, MasterCard, American Express and Discover) payment.
Q: Is it safe to order online?
A: We use the most up to date security systems and encryption software to ensure your personal details such as name, address and bank details are kept safe and secure.
Q: What should I do if I receive an incorrect or faulty item?
A: We are sorry to hear that you have received an incorrect or faulty item. Please send us a message at hello@lanjurr.com with your order number, the name/product code of the item you were supposed to receive and any further details. We will be in touch within 3 business days to resolve your issue.
Q: Can I make changes to my order?
A: Unfortunately, once you have placed your order it is not possible to amend any details, our warehouse team receives orders directly and will have already started processing your order.
About Delivery
Q: What countries do you deliver to?
A: We currently provide delivery to the United States, Canada, Australia and Singapore, if you are in other areas, please contact us, we will contact you to solve your problem!
Q: How long does delivery take?
A: After placing an order, the processing time is 1-3 days, and the delivery time is 8-20 days.
About Return and Refund
Q: What is your exchange policy?
A : The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Q: Can I return it or get a refund??
A: Sure. Please refer to Refund Policy for details
Q: What if my product is faulty?
A: We are sorry to hear you have received a faulty product. No problem! Send our customer service team an email within 7 days of purchase at hello@lanjurr.com, with images of the faulty product and we will be in touch to resolve the issue.
Q: How can I track the status of my return?
A: As soon as your return has been received, you will receive an email notification. You will then also receive an email from us to say your refund has been processed.
About Customs duties and import taxes
Q: What about customs duties and import taxes?
A: Customer is responsible for any customs/duties fees incurred. We won't list a lower total on the customs form to pay fewer customs/duties fees because this practice is super illegal.
Not all orders are subject to duties and import taxes. Many countries or regions have a minimum order value called a de minimis, before duties and import taxes apply.