The following terms apply to all deliveries from Lozando.com
Generel Information
Lozando.com
Damtoften 18
6950 Ringkøbing
Denmark
Telefon : (+45) 50 15 63 52
CVR.: DK25677439
Prices for the products at Lozando.com are inclusive VAT but exclusive of shipping.
Right of withdrawal
As a consumer, you have a 30-days right of withdrawal when you shop at Lozando.com.
The cancellation period expires 30 days after the day you receive your item, or take physical possession of the last item, in the case of an agreement for several different items ordered in one order and delivered individually. If the item consists of several lots or parts, the cancellation period expires 30 days after the day you receive the last lot or the last part in physical possession.
You must notify us within 30 days of receipt that you wish to cancel your order. The notification must be given to service@lozando.com or phone (+45) 50 15 63 52, or by using the standard cancellation form, (The cancellation form is of course also sent in paper form together with your order and your invoice for your order). In your messages, you must make us clearly aware that you wish to exercise your right of withdrawal.
You cannot undo it by simply refusing to receive the item without clearly notifying us of this at the same time.
Return
You must send your order back to us without undue delay, and no later than 30 days after you have notified us that you wish to cancel your order. You must bear the direct costs in connection with the return shipment of the item. You bear the risk for the goods from the time of delivery of the goods.
Missing original packaging may constitute a reduction in value, so to be sure of receiving all the money back, it is recommended that the item is returned in original packaging.
Cancellation a part of the order
If you have ordered several items from us, you have the option of returning one or more items, even if they were purchased under one order.
Please note that you will not get the delivery costs back if you regret part of your order.
Goods excluded from the right of withdrawal
In the case of products for intimate use, the right of withdrawal expires for hygienic reasons when the packaging is opened.
The condition of the item when you send it back
You are only liable for any deterioration in the value of the goods which is due to handling other than what is necessary to determine the nature, characteristics and way of functioning of the goods. In other words, you can try the product in the same way as if you tried it in a physical store, but you must not take it into actual use.
If the item has been tried on in addition to what is described above, we consider it used, which means that if you cancel the order, you will only get a part or none of the order amount back, depending on the item’s commercial value.
Refund of the purchase amount
If you regret your order, you will get the amount you paid us back. In the event of a decrease in value for which you are liable, this will be deducted from the purchase amount.
If you exercise your right of withdrawal, we will refund all payments received from you, including delivery costs (but not additional costs resulting from your own choice of a different form of delivery than the cheapest form of standard delivery that we offer), without undue delay and under all circumstances no later than 14 days from the date on which we received notification of your decision to withdraw from this agreement. We will make such a refund using the same means of payment that you used for the original transaction, unless you have expressly agreed otherwise.
We can withhold the refund until we have received the item back, unless you have provided documentation that you have returned.
If you regret the order, the item must be sent to :
Lozando.com
Damtoften 18
6950 Ringkøbing
Denmark
We do not receive packages sent by cash on delivery.
Complaints
Lozando.com provides a 24-month right of complaint in accordance with the sales act, covering defects found during normal use of the product. This means that you can either get the item repaired, exchanged, the money back or the price reduced, depending on the specific situation.
The right of complaint does not cover errors, damage or wear and tear, directly or indirectly caused by incorrect operation, poor maintenance, violence or unauthorized intervention.
Complaints about errors and deficiencies must be notified to Lozando.com within a reasonable time after the error or deficiency has been discovered or should have been discovered. In connection with complaint cases, Lozando.com bears return costs to a reasonable extent. If you complain within two months of discovering the error, you will always have complained in time. The item must always be sent back in proper packaging, and remember to contact us to have a return label sent to you.
In the event of errors, omissions or missed deliveries, please contact service@lozando.com or phone : (+45) 50 15 63 52.
The item must be sent to :
Lozando.com
Damtoften 18
6950 Ringkøbing
Denmark
Please note that Lozando.com does not receive packages sent by cash on delivery.
In the case of agreed decorations, returned goods or prepaid goods, which are canceled before dispatch, a refund of the purchase price will be issued. The refund is usually made by repayment to your payment card or in special cases by bank transfer. For this, Lozando.com needs information about your bank account number.
Personal data policy
No personal information registered on Lozando.com is at any time transferred, sold or made available to third parties. All information is stored securely and is only accessible to trusted employees at Lozando.com.
In connection with electronic payment, a secure encrypted method is used through the webshop system. The shop system uses so-called cookies to manage the contents of the shopping cart. A cookie is simply the name for a file that is saved on your own PC. We use these cookies to recognize you and, for example, remember which items are in the shopping cart when you shop online at Lozando.com.
During a purchase, we ask for your name, address and e-mail address. The information is transmitted and stored electronically in encrypted form and stored for 5 years, in connection with the accounting act.
In addition, we register the IP address from which purchase is made. The information is normally of no use, but can be used in a possible police investigation. The IP address is stored for as long as is necessary in relation to a possible police investigation. All fake orders are reported to the police!
The data controller at Lozando.com is LZ Company.
You can optionally have your e-mail address added to a mailing list at Lozando.com, so that you regularly receive news and other information from Lozando.com. This service can be registered and unregistered at any time as desired. In connection according to the personal data act, we disclose, on request, registered information, and on the basis of any objections, we delete them to the extent desired.
The director and the employees at Lozando.com have access to the information registered about you. As registered at Lozando.com, you always have the right to object to the registration. You also have the right to access what information is registered about you. You have these rights according to the personal data act, and inquiries in connection with this should be directed to Lozando.com via e-mail service@lozando.com.
Payment
Lozando.com receives payment via :
- VISA, Mastercard, VISA Electron, PayPal and Apple Pay.
The amount is only withdrawn from your credit card when the item is dispatched.
We do not charge fees for payment at Lozando.com
When using a credit card, the payment will only be debited from your account when the item is dispatched. Lozando.com encrypts all your credit card information with the so-called SSL (Secure Socket Layer). Neither Lozando.com nor others can read your card number or other information during the transaction.
If you pay with Mastercard or VISA Electron and want the purchase cancelled, you may find that the amount is reserved by the credit card provider for up to 30 days and Lozando.com cannot change this. The reservation of the amount cannot be deleted by anyone other than your own bank.
When you pay by credit card, you are always protected against misuse. You have the option of rejecting a payment when you receive your payment summary. You have no deductible in the event that your card is misused in an internet shop that uses SSL in its payment system. This way, you are better protected than in the physical world.
Delivery
Lozando.com ensures delivery with GLS, DHL or PostNord to the recipient on the earliest possible date. However, timely delivery requires GLS, DHL or PostNord to comply with the delivery time. If there are delays at GLS, DHL or PostNord, this will correspondingly delay the delivery in relation to the desired delivery date. GLS, DHL or PostNord’s quality target for delivery reliability is a minimum of 99%. Note, however, that these percentages are averages, and may cover large local and time-limited variations. The trader is responsible for any damage to the goods from the time they are dispatched until the cardholder receives them.
We offer delivery via parcel shop and private delivery.
All deliveries are sent with GLS, DHL or PostNord and cost €6. For orders over €50, Lozando.com offers free shipping.
The price and delivery time for shipments abroad vary according to which country the goods are to be sent to. The delivery time is the expected delivery time stated by GLS, DHL or PostNord. Delays may occur during customs clearance, for which Lozando.com cannot be held responsible.
Normal delivery time is 1-3 working days, however longer delivery may occur for products that must be ordered home from suppliers.
Access to complaints
If you want to complain about your purchase, you must contact our customer service, who can be reached on Phone : (+45) 50 15 63 52.
Our phone hours are :
Monday – Thursday : 10.00 – 18.00
Friday : 10.00 – 16.00
You are also welcome to contact us by e-mail: service@lozando.com. We always endeavor to answer all e-mail inquiries as quickly as possible and within 3 hours during opening hours.
If we do not succeed in finding a solution, you can lodge a complaint with the Consumer Complaints Board, if the conditions are met.
Center for Complaint Resolution
Nævnenes Hus
Toldboden 2
8800 Viborg
Denmark
www.forbrug.dk
You can also use the EU Commission’s online complaints portal, which will however mainly be relevant if you live outside Denmark. You will find the complaint portal here.