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FAQ - Frequently asked questions and answers
Order
How do I order in the online store?
Step 1: Shopping cart
You order in our store by placing the desired item in the shopping cart by clicking on the "Add to cart" button.
You can view all the items placed in the shopping cart by clicking on the "Add to cart" button or on the shopping cart button in the header of the store and then on "View shopping cart". This way you can check all items again and change them if necessary (update quantity and then click on button "update shopping cart" or remove items).
If you then click on the "checkout" button, you will be taken to our ordering process.
Step 2 and 3: Login/Customer data
Now you can decide if you
- already have an account and log in conveniently. With your access data you do not need to enter your address data again.
- continue your order and create an account at the same time. Please complete the necessary billing and shipping address information on the following pages. You will not need to re-enter your address information on your next visit
- wish to continue your order without a personal account. Please complete the necessary billing and shipping address information on the following pages.
Step 4: Shipping costs
Here you will find the shipping costs. For more information see point 3. Prices in our General terms and conditions.
Step 5: Payment method
How would you like to pay? Here you can select your preferred payment method:
- by credit card (VISA, MasterCard) or
- by prepayment or
- by PayPal
Step 6: Final check
Here you check your information for correctness and must accept our terms and conditions.
On the overview page "Check & Order" you can see all details of your order (billing and shipping address, relevant item data, payment request, prices). You can correct your address data or payment request by clicking on the button "change".
By clicking the button "Send order" after entering all necessary information, you submit a binding offer.
Conclusion of the purchase contract:
The confirmation of receipt does not represent an acceptance of your offer, but is only intended to inform you that we have received your order. The purchase contract is concluded only by sending the items you ordered.
The contract text is not stored by us after the conclusion of the contract and can no longer be retrieved after the completion of the ordering process. However, you can print the order data immediately after sending or use the e-mail "confirmation of receipt" for this purpose..
Can I also order by e-mail?
Of course you can also order from us by e-mail. To ensure speedy processing, we recommend that you place your order on the internet. Among other things, you have the advantage on the Internet that for all the items you want to order, you will be shown directly the availability of the respective item.
How can I order from the catalog?
You can also enter the article numbers from the catalog online directly in the search.
What is the minimum order value?
The minimum order value is €100 net.
Where and how can I order a catalog?
You can order all catalogs directly online.
Do I have to create a customer account to place an order?
No, you can also order as a guest. However, free membership in "My Account" brings you many conveniences and does not oblige you to do anything. For example, you enter your customer data once during registration. For your future visits, it is sufficient to log in by e-mail address and password.
Are there discounts?
Our consistent pricing policy has enabled us to pass on our purchasing advantages directly to you. Therefore, due to our low price calculation, we cannot grant any further rebates or even discounts.
LUSINI rewards loyal customers
We offer you the LUSINI bonus program, to which you can subscribe here free of charge.
Can I order samples?
Yes, we offer an exclusive sample service for selected products. You can find the sample items online, directly on the respective product detail page - simply add them to your shopping cart and order them.
Can I cancel my order afterwards?
No, but you buy without any risk, because you have a full right of return of 10 days since delivery. More about this at returns.
Can I add products to my online order afterwards?
No, you can place a new order at any time.
Where can I redeem my voucher?
In the shopping cart below the product listing in the free text field "Enter voucher code".
Delivery
How much are the shipping costs?
We deliver worldwide quick and at a low price. The shipping charges depend on your destination. Should your goods be sent in multiple parcels or a subsequent delivery is necessary, you only pay the shipping charges once.
You can find more information here
Can I have my package delivered to a different delivery address?
Of course, if you specify a delivery address when entering the customer data, your order will not be delivered to the billing address, but to the address of your choice.
Payment
How can I pay at LUSINI International?
The following payment methods are possible:
By credit card
The following credit cards are accepted: Visa and Mastercard. If you wish to pay for your order by credit card, you will be asked to enter your credit card details on the secure portal of our credit card provider Worldline Schweiz AG during the ordering process. The credit card details are not stored by us. Your credit card account will be debited in the amount of the respective delivery value at the time when we hand over the goods to the respective shipping company for delivery to you. We work together with the certified credit card provider Worldline Schweiz AG, CH-8005 Zurich.
By PayPal
Pay securely and easily with PayPal. Register for free with PayPal and deposit your bank details once. For each future purchase with PayPal you only need your email address and password. Thus, you do not need to provide your financial information for the next purchases.
By bank prepayment
You will receive an advance invoice with our bank details. After your payment/transfer the delivery will take place immediately. Your ordered items will be reserved for you for 14 days. If no money is received during this time, we will cancel your order.
Return
How do I return my package?
You buy without risk because you are entitled to return the goods within ten days of receipt of the goods. This right does not apply to any goods already used or soiled which are made to customer specifications (e.g. hotel name printing) or are clearly tailored to personal requirements. To exercise your right of return, send the unused and clean goods back to us at your own expense, if possible in their original packaging, otherwise in a comparable safe packaging together with all accessories and all packaging components.
What do I do if something was delivered wrong?
Please contact our customer service under +49 8272 1819118 if you have received an incorrect delivery despite our repeated checks, if you have not received all the goods you ordered and there is no note about a subsequent delivery on your invoice, or if you have problems or questions.
What do I do if goods arrive damaged?
Please contact our customer service under +49 8272 1819118.
What if something is missing in my package?
Please contact our customer service under +49 8272 1819118 if you have not received all the goods you ordered and there is no note about a subsequent delivery on your invoice or if you have problems or questions.
How do I complain about goods?
Please contact our customer service under +49 8272 1819118.
How do I get my money back?
As soon as the return has been received by us (or by our partner in the case of partner items) and has been checked, we will refund you the amount. The refund varies depending on the payment method and will be made within 14 days after receipt of the return.
Bank prepaymen: The credit will be instructed to the bank account from which your transfer to us was made.
Credit card: The credit will be reversed to the credit card account charged by us. You can view the chargeback on your next credit card statement.
PayPal: The credit will be credited to the PayPal account you used. Whether the amount is deposited in your PayPal account or charged back to your bank account, you can determine yourself at PayPal.
Personal data
How can I log in to "My account"?
In our online store you will find the button "My account" in the header. Click on the button and fill out the registration form under "Create account". Click on "Continue". You have now successfully logged in and are now in the "My Account" area.
If you have already logged in to "My Account", you can log in to the "My Account" area using your email address and password.
You also have the option of creating a customer account at the same time during the ordering process. To do this, select "Yes, I would like to create a customer account" in the order process.
What are the advantages of "My account"?
- Faster ordering without having to fill out the form again
- Insight into my previously ordered items for quick reordering
- Transparent insight into the status of my orders
How can I change my password?
You can change your details at any time under "My account" in the "Personal details" section. To do this, click on the button "Change personal data" and save the changed information by clicking on the button "Save changes".
I have forgotten the password for "My account"
Click the "My Account" button in the header area of the online store and then click "Forgot Password". You will be asked to enter your e-mail address and then click on "Send e-mail". You will then immediately receive an email at the email address you entered to renew your password.
My address has changed?
You can change your details at any time under "My account" in the "Personal details" section. To do this, click on the "Change personal data" button and save the changed details by clicking on the "Save changes" button.
My email address has changed.
You can change your details at any time under "My account" in the "Personal details" section. To do this, click on the "Change personal data" button and save the changed details by clicking on the "Save changes" button.
How can I delete "My account"?
Please send an e-mail to service.int@lusini.com.
How can I unsubscribe from the newsletter?
You have the possibility to unsubscribe at any time at the end of each newsletter.
Security
Is shopping in the online store secure?
The careful handling of personal data is very important to us. Therefore, we not only secure the ordering process against unauthorized access via SSL encryption, but also our entire online store. You can find more information at data protection.
SSL encryption
SSL stands for Secure Sockets Layer and is a standard for securing globally available, connection-oriented applications over the Internet. This security is realized by encrypting the data exchange between browser and web server. SSL is already supported by all available browsers in a standard installation. You can recognize a secure connection by the small yellow lock symbol at the bottom of your browser window or by changing the URL in the address field of your browser from http:// to https://.
How secure is my data and what happens to it?
We guarantee that your incoming e-mail data will not be passed on to third parties and will only be used internally for processing and improving our customer service. For your security, we use the latest server and software standards. When your data or order is transmitted online, it is SSL-encrypted so that unauthorized persons have no insight into your data.
SSL encryption
SSL stands for Secure Sockets Layer and is a standard for securing globally available, connection-oriented applications over the Internet. This security is realized by encrypting the data exchange between browser and web server. SSL is already supported by all available browsers in a standard installation. You can recognize a secure connection by the small yellow lock symbol at the bottom of your browser window or by changing the URL in the address field of your browser from http:// to https://.
Other questions
Is there a showroom?
Showroom in Wertingen/Germany
A visit to Wertingen, Germany, is worthwhile. Because in our showroom, a large exhibition of our products awaits you, which you can touch on site and take away immediately. In addition, we offer monthly specials and highlights.
Come and visit us! We are looking forward to your visit.