FAQ | LZINA
Frequently Asked Questions
At LZINA™, we want your shopping experience to feel simple, clear, and reliable. Below you will find answers to common questions about orders, shipping, tracking, returns, refunds, payments, and products.
Orders & Tracking
How can I track my order?
You can track your order using the tracking link sent to your email once your order has been shipped.
You can also visit our Track Your Order page and enter your tracking details to check the latest delivery updates.
Please note that tracking updates may take some time to appear after dispatch.
I have not received my tracking number. What should I do?
Tracking information is usually sent by email once your order has been dispatched.
Orders are usually processed within 1–2 business days. If you have not received tracking information after your order has been processed, please contact us at:
Please include your order number so we can help you faster.
I entered the wrong shipping address. What should I do?
Please contact us immediately at:
If your order has not already been processed or shipped, we will do our best to help update the address.
LZINA™ is not responsible for delays, failed deliveries, or lost packages caused by incorrect or incomplete shipping information provided by the customer.
How can I cancel my order?
Orders may only be cancelled shortly after they are placed, provided the order has not already been processed, packed, or shipped.
If you need to cancel your order, please contact us as soon as possible at:
Once an order has been processed or shipped, it can no longer be cancelled. You may still request a return after delivery if the item meets our return conditions.
Shipping & Delivery
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 delivery 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.
Most orders are delivered within 6–9 business days from the date the order is placed, including processing and shipping time.
What is the difference between processing time and shipping time?
Processing time is the time needed to prepare, check, and dispatch your order.
Shipping time begins after your order has been dispatched and is on its way to you.
At LZINA™:
Processing time: 1–2 business days
Shipping time: 5–7 business days
Estimated total delivery time: 6–9 business days
Why is my tracking number not updating?
Tracking numbers may take some time to update after your package has been dispatched.
Please allow time for the courier system to refresh. If your tracking has not updated for several days, contact us at:
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 & 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.
To be eligible for a return, the item must be:
Unused
Unworn
In its original condition
In its original packaging where applicable
Returned with all included tags, accessories, or parts where applicable
How can I return an item?
To request a return, please 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 any item back before contacting us and receiving return instructions.
For full details, please visit our Refund Policy page.
Do you charge a restocking fee?
No. LZINA™ does not charge a restocking fee.
Who pays for return shipping?
For change-of-mind returns, wrong size selection, wrong colour selection, or personal preference returns, the customer is responsible for return shipping costs.
If the item is damaged, faulty, defective, or incorrect due to an error on our part, we may cover the return shipping cost or provide further instructions.
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 order arrives damaged?
If your order arrives damaged, please contact us as soon as possible at:
Please include:
Your order number
Clear photos of the damaged item
Clear photos of the packaging
A short explanation of the issue
We will review your case and help with the appropriate solution.
What should I do if I receive the wrong item?
If you receive an incorrect item, please contact us immediately at:
Please 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 & Sizing
Do you provide size information?
Yes. Where applicable, product pages include size details, measurements, or a size chart.
Please check the product description, images, and size information carefully before placing your order.
If you are unsure, contact us at:
We will do our best to help.
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.
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 choosing a product, contact us at:
Payments & Discounts
What payment methods do you accept?
Available payment methods may include major debit cards, credit cards, and digital payment options shown at checkout.
Payment options may vary depending on your 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.
Where do I enter my discount code?
You can apply your discount code during checkout.
On the checkout page, find the Discount Code field, enter your code, and select Apply. Your order total should update automatically.
If your discount code does not work, please check that it has not expired and that it applies to the items in your order.
Customer Support
How can I contact LZINA™?
You can contact our customer support team by email:
Please include your order number if your question is about an existing order.
How long does it take to receive a reply?
We aim to respond to all customer inquiries within 1–3 business days.
Business Information
Trade Name: LZINA™
Company Name: FALCON SOLUTIONS PRO LTD
Company Registration Number: 17237462
Email: hello@lzina.com
Phone: +44 020 3879 1727
Business 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