ORDERS
Order Confirmation

Once your order has been placed, you’ll automatically receive a confirmation email. As soon as it ships, we’ll also send you a tracking link. Didn’t get anything? Please check your spam folder first and then reach out to us at info@lorelys.com.
Cancel/ Change Order

Need to cancel or update your order? Contact us at info@lorelys.com right away. We’ll do our best to help, but please note that once an order is processed or shipped, changes are no longer possible.
Wrong Information

Entered the wrong name, address, or contact details? Please let us know immediately at info@lorelys.com so we can try to correct it before shipping.

Please note: Lorelys is not responsible for orders that cannot be delivered due to incorrect or incomplete information provided by the customer.
Payment Options

We offer secure payments through trusted providers. You can pay with:

Visa

Mastercard

American Express

PayPal

Apple Pay

UnionPay

iDEAL

Bancontact

SHIPPING & delivery
Markets

Once your order has been placed, you’ll automatically receive a confirmation email. As soon as it ships, we’ll also send you a tracking link. Didn’t get anything? Please check your spam folder first and then reach out to us at info@lorelys.com.
Delivery Time

Delivery times depend on your location. Estimated times are shown at checkout, and you’ll receive tracking details once your order has been dispatched.
Shipping Costs

Shipping is always free worldwide.
Lost Package

If your package is marked as delivered but you haven’t received it, please:

  1. Double-check around your delivery area.
  2. Ask neighbors or your local post office.
  3. If it’s still missing, contact us at info@lorelys.com.

If a package is returned to us (due to wrong address, unclaimed delivery, or refusal), the customer is responsible for any costs related to the return.

RETURNS & claims
Return Conditions

Items can be returned within 14 days if unused, in original condition, and in their original packaging. (EU)

How to Return

Contact us at info@lorelys.com with your order number to receive return instructions.
Return Cost

Return shipping costs are the responsibility of the customer unless the product is faulty or incorrect.
Refund

Refunds are issued once we receive and inspect your return. Processing may take up to 10 business days.
Claims

If your item is defective, damaged, or wrong, email us with photos within 7 days of receiving your order.
Unclaimed Package

If a package is not collected or refused, it will be returned to us. Customers are responsible for costs related to unclaimed packages.