If you have any questions, please contact our Customer Service:

E-Mail: customerservice@luisacerano.com
Phone: +49 7022 705137
Mon. - Thurs. from 09:00 to 17:00
Fri. from 09:00 to 16:00

Orders can be placed from all countries in the European Economic Area and Switzerland. Delivery is made to all countries within the EU. We are currently unable to offer delivery to countries outside the EU.

By creating a customer account, you can:

• Save multiple delivery and billing addresses for more convenient ordering.
• Save your favorite items in the wish list for a later date.
• Save your means of payment for a faster ordering process.
• Track the status of your order online at any time.
• Access your previous orders.
• Simply place a return order.

If you wish to delete your LUISA CERANO customer account, please contact our Customer Service at customerservice@luisacerano.de. Your customer account will then be deleted immediately. You will then be able to open a customer account again at any time.

We currently deliver your order to all countries within the EU, but orders can be placed from all countries in the European Economic Area and Switzerland.

We offer free shipping on all orders.

We offer the following shipping options:

• Germany: DHL GoGreen, UPS and DPD
• Other European countries: DHL International

Depending on the provider, you will receive your delivery in Germany in approx. 1-4 working days and in all other European countries in approx. 2-5 working days* after placing your order.

* We would like to point out that these are estimated delivery times. Depending on the destination, these standard delivery times may vary.

We process and ship orders during the following business hours. These are Monday to Friday, 07:00 to 15:30 CET (except on public holidays). The goods are usually ready for dispatch one working day after receipt of payment.

In your shipping confirmation, you will find a tracking number that you can use to check the shipping status of your order online. If you have a registered account, you can check the status of your order online via My Account. We would like to point out that the tracking number only becomes active once it has been registered with the shipping partner. If the link does not work immediately, please try again at a later date.

DHL delivery to a Packstation within Germany and Austria is possible. Large parcels that do not fit into your rented parcel locker may have to be collected from a Deutsche Post branch, a parcel store or a DHL Express depot. Unfortunately, it is not possible to use DHL Packstations with UPS or DPD.

If no one can be reached at the desired address,

DHL

• You will receive a DHL notification card
• Drop off at a post office, DHL parcel store or Packstation if necessary
• Second delivery attempt possible one working day after order placement

UPS

• You will receive a UPS notification
• Second and third delivery attempt possible
• Drop off at UPS Access Point or UPS Customer Center

DPD

• You will receive a DPD notification card
• Second and third delivery attempt possible
• Drop off at DPD Pickup parcelshop

We offer the following payment options:

• Credit card (Visa, Mastercard, American Express, Union Pay, Carte Bleue)
• Paypal
• Klarna purchase on account
• Google Pay
• Store Pay
• iDeal (Netherlands)
• eps bank transfer (Austria)

The LUISA CERANO online store has security server software with SSL encryption technology that protects your payment data during transmission.

All prices in the Luisa Cerano online store include VAT.

CREDIT CARD
Your credit card will be charged when the goods are dispatched.

PAYPAL
Your Paypal account will be debited directly after the order has been completed.

KLARNA INVOICE PURCHASE
Payment is processed by our partner Klarna. Please note the payment information provided by Klarna, which you will receive from Klarna by e-mail. All purchases can be managed and paid for via Klarna.com or the Klarna app.

The Luisa Cerano online store has security server software with SSL encryption technology that protects your payment details during transmission. This strict security feature ensures that your name, address and credit card number are transmitted securely over the Internet. Thanks to SSL encryption, your data can only be read by the payment system.

*A free return is possible within 30 days of receipt. Detailed information on the right of withdrawal can be found in our general terms and conditions.

Returned items will only be accepted in their original condition and with the original label attached. Worn, soiled, altered or damaged goods will not be accepted and will be returned to the customer.

You can return your orders to us as follows,

Germany:

1. Make sure that the goods are in their original condition.
2. Place the goods and the return form in the original shipping box and seal it ready for dispatch.
3. Stick the enclosed return label on the shipping box.
4. Hand in the parcel at a post office, a DHL parcel store or, if necessary, a Packstation. You can find your nearest DHL branch here.

Other European countries:

1. Make sure that the goods are in their original condition.
2. Place the goods and the return form in the original shipping box and seal it ready for dispatch.
3. To generate the DHL return label, register the return via the Returns menu item.
4. Print out the return label and stick it on the shipping box.
5. Hand in the parcel at a post office, a DHL parcel store or, if necessary, a Packstation. You can find your nearest DHL branch here.

You can send your return shipment back to us free of charge.

If you wish to exchange an item, please place a new order online. A free return is possible within 30 days of receipt.

You will receive a tracking number from the post office or DHL parcel store, which you can use to check the shipping status of your order online.

If you have a registered account, you can check the return status online via My Account.

You will receive an e-mail confirmation as soon as we have received your return.

As soon as your return has been processed and the corresponding amount has been credited to your account, you will receive an e-mail confirmation. The refund will be made using the same payment method as the purchase.

CREDIT CARD
The amount will be credited to your credit card account.

PAYPAL
The amount will be credited back to your PayPal account.

KLARNA INVOICE PURCHASE
The credit will be processed by our partner Klarna. All purchases can be managed and paid for via Klarna.com or the Klarna app.

Upon receipt of your return, we will process and check it immediately in order to refund your money within 14 days of receipt of the return at the latest.

Please note the additional processing time required by banks and credit institutions. You will receive an e-mail confirmation from us as soon as your return has been credited.