Shipping & Returns
1 - Shipping
1.1 General information
All orders placed on www.lorenzicomo.com are carefully prepared and shipped from our workshop in Italy. Estimated delivery times are 5 to 8 working days, depending on the destination. Delivery times are calculated from the moment the order is handed over to the carrier and may vary during holiday periods or promotional events.
Orders are processed from Monday to Friday. Orders placed on weekends or public holidays will be processed the following working day.
1.2 Carriers
Lorenzi Como works with MBE (Mail Boxes Etc.) and selected international carriers to ensure safe and tracked delivery worldwide. A tracking number will be sent to you by email once your order has been shipped.
2 - Shipping rates & destinations
2.1 Deliveries in Italy
- Shipping cost: €9.64 (VAT included)
- Estimated delivery: 5-8 working days from dispatch
- Carrier: MBE standard
2.2 Deliveries in Europe (EU)
We deliver to all European Union countries as well as Switzerland, the United Kingdom, and Norway.
- Shipping cost: €18.29 (VAT included)
- Estimated delivery: 5-8 working days from dispatch
- Carrier: MBE standard / international carrier with tracking
For deliveries to the United Kingdom and Switzerland, the customer is responsible for any customs duties or import taxes that may be applied by local authorities. The carrier will contact the customer to resolve any customs clearance if necessary. Lorenzi Como cannot be held responsible for shipments not completed due to unresolved customs payments.
2.3 International deliveries (rest of the world)
- Shipping cost: €30.49 (VAT included)
- Estimated delivery: 5-8 working days from dispatch (may vary by destination)
- Carrier: MBE standard / international carrier with tracking
The customer is responsible for any customs duties, import taxes, or brokerage fees that may be applied by local authorities upon delivery. Lorenzi Como cannot be held responsible for delays or additional costs arising from customs clearance procedures.
For countries where online purchase is not available, please contact our customer service at hugo@lorenzicomo.com.
3 - Shipping information
3.1 Delivery address
At checkout, please ensure that all delivery information is accurate and complete:
- Full name of the recipient
- Complete delivery address (including building number, floor, door code if applicable)
- Mobile phone number (the carrier may need to contact you)
Lorenzi Como cannot be held responsible for delivery issues resulting from incorrect or incomplete address information provided by the customer.
3.2 Gift orders
If your order is a gift, please indicate it in the "Order notes" field at checkout. A courtesy receipt without pricing will be included with the package.
3.3 Tracking your order
Once your order has been shipped, you will receive an email with a tracking link allowing you to follow your parcel in real time. If you do not receive this notification, please check your spam folder or contact us at hugo@lorenzicomo.com.
4 - Returns & right of withdrawal
4.1 Return policy
In accordance with Italian Legislative Decree 206/2005 ("Consumer Code"), you may return any item purchased on lorenzicomo.com within 30 days of receiving your order, without having to specify a reason.
To be eligible for a return, items must be:
- Unused, unworn, and in the same condition as received
- In their original packaging, with all tags attached
- Accompanied by the return form provided by our customer service
4.2 Non-returnable items
Personalised and custom-made products cannot be returned or exchanged. This includes any item that has been monogrammed, engraved, or made to order according to the customer's specifications. By placing an order for a personalised product, the customer acknowledges and accepts that the right of withdrawal does not apply.
4.3 How to request a return
To initiate a return, please contact our customer service by email at hugo@lorenzicomo.com. All returns must be authorised by Lorenzi Como before being sent back.
Once your return is authorised:
- You will receive a return form by email - please fill it out and place it inside the package.
- A return shipping label will be provided or a courier pickup will be arranged.
- Hand the package to the courier or drop it off at the indicated collection point.
Once the returned items are received and inspected, Lorenzi Como will process the return within 48 hours.
4.4 Returns from Italy
Return shipping for orders delivered within Italy is free of charge. Lorenzi Como will arrange the courier pickup at no cost to the customer.
4.5 Returns from Europe and international
Return shipping for orders delivered outside Italy is free of charge. Please contact customer service to arrange the return. For international returns, only refunds are available - item exchanges are not possible. If you wish to exchange an item, you will need to place a new order.
4.6 Return of the same order
A return request for the same order may only be submitted once.
4.7 Returns at physical points of sale
Returns with refund are only processed through our online customer service. It is not possible to return an item purchased online at a Lorenzi Como physical point of sale.
5 - Refund
5.1 Refund timeline
Once the returned products have been received and their condition verified, Lorenzi Como will issue the refund within 14 days from the date the return is accepted.
5.2 Refund method
The refund will be credited to the original payment method used at the time of purchase:
- Credit or debit card: the processing time depends on your bank or card issuer.
- PayPal: the refund will be credited directly to your PayPal account, typically within a few days. PayPal will send you a confirmation email.
- Other payment methods: you will be contacted by our customer service to arrange the refund.
5.3 Damaged or incorrect items
If you receive a damaged or incorrect item, please contact our customer service at hugo@lorenzicomo.com within 24 hours of receiving the package, including photographs of the issue. We will arrange a replacement or full refund at no additional cost.