Contact Us | LZINA
Have a question about your order, shipping, returns, tracking, or which product is right for you? We are here to help.
At LZINA™, we want every customer experience to feel clear, simple, and well supported. Whether you need help with an order, want to understand delivery times, need return instructions, or have a product question, our customer support team is ready to assist.
Before contacting us, please check our Frequently Asked Questions section below. Your answer may already be there.
You can also reach us directly by email:
We aim to respond to all customer inquiries within 1–3 business days.
Customer Support
Need help with your order? Choose the support topic that best matches your request.
Track Your Order
Check the latest updates for your order using your tracking details.
You can track your order using the tracking link sent to your email or by visiting our Track Your Order page.
Return an Order
Need to return an item? Please review our Refund Policy and contact us before sending anything back.
Returns sent without prior approval may not be accepted.
Cancel an Order
If your order has not been processed, packed, or shipped yet, contact us as soon as possible at:
Once an order has been processed or shipped, it can no longer be cancelled.
Report an Issue
Received a damaged, incorrect, delayed, or missing item?
Please contact us with your order number, full name, a short explanation of the issue, and clear photos if the item is damaged or incorrect.
Frequently Asked Questions
Shipping
Do you offer free shipping?
Yes. LZINA™ offers free standard shipping on eligible orders.
Any available shipping options or charges will be clearly shown at checkout before you complete your purchase.
How long does shipping take?
Orders are usually processed within 1–2 business days.
After dispatch, delivery usually takes 5–7 business days, depending on your location, product availability, courier service, and other delivery conditions.
What is the total delivery time?
Most orders are delivered within 6–9 business days from the order date, including processing and shipping time.
Will I receive tracking information?
Yes. Once your order has shipped, you will receive tracking details by email.
Why is my tracking number not updating?
Tracking numbers may take some time to update after dispatch.
Please allow some time for the courier system to refresh. If your tracking has not updated for several days, contact us at hello@lzina.com.
Orders and Tracking
How can I track my order?
You can track your order using the tracking link sent to your email or by visiting our Track Your Order page.
I entered the wrong shipping address. What should I do?
Please contact us immediately at:
If your order has not been processed or shipped, we will do our best to help update the address.
LZINA™ is not responsible for delays or failed deliveries caused by incorrect, incomplete, or outdated shipping information provided by the customer.
My order says delivered, but I did not receive it. What should I do?
Please check your mailbox, delivery area, safe place, household members, neighbours, building reception, or local courier first.
If you still cannot locate your package, contact us at:
Please include your order number and shipping address so we can help investigate the issue.
Returns and Refunds
Can I return an item?
Yes. You may request a return within 30 days from the delivery date, provided the item meets our return conditions.
The item must be unused, unworn, in its original condition, and returned with original packaging where applicable.
How do I start a return?
Email us at:
Please include:
Your full name
Your order number
The item you want to return
The reason for the return
Photos or video if the item is damaged, faulty, or incorrect
Please do not send items back before receiving return instructions.
Do you charge a restocking fee?
No. LZINA™ does not charge a restocking fee.
When will I receive my refund?
Approved refunds are usually processed within 7 business days after the returned item has been received and inspected.
Your bank, credit card provider, or payment provider may take additional time to post the refund to your account.
Damaged or Incorrect Items
What should I do if my item arrives damaged?
Please contact us as soon as possible at:
Include your order number, clear photos of the damaged item, photos of the packaging, and a short explanation of the issue.
What should I do if I receive the wrong item?
Please email us at:
Include your order number and clear photos of the item received.
If the mistake is confirmed, we will help arrange the appropriate solution, which may include sending the correct item, offering a replacement, or issuing a refund.
Products
How do I know which product is right for me?
Please read the product description, images, specifications, size details, materials, and product information carefully before ordering.
If you need help, contact us at hello@lzina.com and we will do our best to assist.
Are product colours always exact?
We do our best to display product colours accurately.
However, colours may appear slightly different depending on your screen, lighting, photography, device settings, or product variation.
Payments
What payment methods do you accept?
Available payment methods may include major cards and digital payment options shown at checkout.
Payment options can vary by location, device, and payment provider.
Is checkout secure?
Yes. Payments are processed through secure payment providers.
LZINA™ does not store your full payment card details on our own systems.
About LZINA™
LZINA™ is a modern online store offering fashion, lifestyle, and selected everyday products for customers who value practical style, useful design, and a simple shopping experience.
We are building LZINA™ as a trustworthy online brand with clear policies, helpful customer support, and carefully selected products for modern daily life.
Our Mission
Our mission is to provide stylish, practical, and useful products while building a shopping experience that feels clear, safe, and reliable.
We believe online shopping should be simple. Customers should be able to understand product details, delivery times, returns, and support options before placing an order.
That is why we focus on transparent store policies, clear product information, and responsive customer service.
Our Vision
Our vision is to grow LZINA™ into a trusted online destination for fashion, lifestyle, and everyday essentials.
We want to build a brand that customers can return to with confidence, knowing that they will find useful products, honest information, and support when they need it.
Our Cause
LZINA™ is building toward a long-term mission to support vulnerable communities, including orphaned children and people living with disabilities, through future giving and community support initiatives.
We believe that a business should grow with purpose.
At this stage, we do not claim donation totals or official charity partnerships unless they are confirmed and clearly shared with customers. We believe in transparency and responsible communication.
Get Support
Still need help? Contact our customer support team.
Email:
hello@lzina.com
Please include your order number if your question is about an existing order.
For damaged or incorrect items, please include clear photos so we can review your case faster.
Contact Information
Trade Name: LZINA™
Company Name: FALCON SOLUTIONS PRO LTD
Company Registration Number: 17237462
Email: hello@lzina.com
Phone: +44 020 3879 1727
Physical Address:
71-75 Shelton Street,
London WC2H 9JQ,
United Kingdom
Business Hours:
Monday to Friday: 9:00 AM – 6:00 PM GMT
Saturday to Sunday: 11:00 AM – 4:00 PM GMT
Public Holidays: Closed
We aim to respond to all customer inquiries within 1–3 business days.
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Important Links
For more information, please review our store policies:
Shipping Policy
Refund Policy
Privacy Policy
Terms of Service
Track Your Order
About Us