Frequently Asked Questions

We accept payments via credit or debit card (VISA and MASTERCARD) and PayPal.

Credit card: the order total will not be shipped until it is sent.

Debit card: the charge is automatically made at the time of purchase.

The customer shall be responsible for any cost arising from the selected payment method.

LORPEN has adopted the top security measures available. The payment process functions on a secure server using an SSL (secure sockets layer) protocol, so that the data is 128 bit encrypted, guaranteeing that the data is only intelligible for the User’s device and the website www.lorpen.com, preventing reading and manipulation by third parties.

When paying with a credit card, users connect to their financial institution via the payment gateway so that under no circumstances will LORPEN or third parties have access to these data.

Yes, you will need to make an account on the website to make a purchase.

Yes. The price on each product page always includes value added tax (VAT) at the current rate and any other applicable taxes.

You can currently only make a purchase in Spain (peninsula and Balearic Islands). We do not ship to the Canary Islands, Ceuta, Melilla, or Andorra.

If you live in one of these areas and would like to make a purchase, please contact LORPEN via email at [email protected] or find your nearest retailer.

Promo codes may be used pursuant to the terms and conditions posted for each promotion and a single discount shall be applied to the purchase of a single item or a discount on the order within the period indicated by the promo code.

Orders will be delivered within 5 business days, except in the Balearic Islands, where this time frame may be extended to a maximum of 7 days.

Exceptionally, delivery of products purchased during special promotions (e.g. Sales, Black Friday, Private Sales, etc.) may be subject to longer delivery times.

For security reasons, LORPEN does not send any orders to PO boxes or accept any orders when the order recipient and address cannot be identified.

Orders are delivered by the courier company Monday to Friday, 8:00 am to 8:00 pm (except holidays). A signature will be required on delivery.

If you are not home at the time of delivery, you will need to contact said courier company to set a date and time for another delivery.

Shipping is free for orders over €35. If your total is less than that, shipping fees are €3.95.

Yes, you can check the status of your shipment by introducing the order number under “My Account.”

If the product you received does not correspond with the one you ordered, send us an email at [email protected] indicating the number of the return note you received with your order and any items you wish to return.

The product received in error will be returned and we will ship the one you ordered at no additional cost to you.

Any costs arising from failure to report the incident in the manner and time frame stipulated will be borne by the user.

If you do not receive your order within 10 business days from the date of the shipping confirmation, send an email to [email protected].

If you’d like to make a change, you’ll have to place a new order.

Yes. All return costs are borne by LORPEN.

The return procedure is as follows:

Send us an email at [email protected] indicating the number of the return note you received with your order and any items you wish to return. Returns must be made in their original packaging, the items must be unused, and the return must include any accessories and tags, where applicable. All returned items must be in perfect condition. If these requirements are not met, the items cannot be exchanged or returned.

LORPEN will then send an email explaining how to proceed with the return and how it will be picked up by our courier company, which will send an email to you informing you of the pick up date.

Once LORPEN has received the return, it will carefully review the returned item and contact you via email within 10 business days confirming whether the return or replacement will take place (as applicable). In the event of replacement, the replacement will take place as quickly as possible, always within 30 calendar days from the date on which an email was sent confirming the return or replacement of the item you are dissatisfied with. In this case, LORPEN will bear the transport costs of the return and delivery of the replaced item. LORPEN reserves the right to reject any returns not in the above-mentioned condition.

If you’d like to change sizes or colors, you’ll have to place another order.

Reimbursements will be made via the same system used for payment of the order.