FAQ
ORDERS
No, you are not required to create an account to complete an order on lanceraccessories.com. However, as any order placed as a guest will require you to manually enter your shipping and payment information, we do recommend you to register with MyLancer in order to save the information for your future purchases.
Unfortunately, we cannot make address changes once an order is fulfilled and dispatched. However, if you have not received the shipping confirmation email and the order has not been shipped, we can attempt to make that change. Please contact us immediately at [email protected] with the subject “Shipping Address Change” or via our Contact Us form. Remember to include your order number and the correct delivery address in the email/message. Orders are sent straight to our fulfillment team to begin processing once they are placed, so we cannot guarantee that we will be able to successfully modify your address, but we will try our best to make this attempt.
If you have already received your shipping confirmation email or we do not succeed in making the address change for you, please contact the shipping company indicated in your confirmation email with your tracking number and ask for an address change.
In the case that the package does not make it to you, it will be returned to the sender (LANCER) at the expense of the customer who submitted the incorrect address. The expense includes shipping costs and any duties and taxes the package may have incurred in the return process. If the package is safely returned to us, customers will be offered the two following options:
- A reshipment with a charge of a reshipping fee and any additional expense associated with the parcel return process.
- A refund of the original order amount minus a shipping fee, a €6 EUR processing fee, and any additional expense associated with the parcel return process.
We will reach out to you by email once we have processed the returned package to provide these options. If there is no response within 2 business days, the second refund option will automatically be applied.
Please note we cannot issue refunds or be held responsible for any missing parcels not safely returned to us that are a result of an incorrect address being provided.
Orders can be canceled only before they are fulfilled and shipped. If you have not received your shipping confirmation email, please contact us as soon as possible at [email protected] with the subject “Order Cancellation” or via our Contact Us form. Make sure to include your order number in your email/message. We will try our best to make this attempt. Cancelled orders will be fully refunded.
If you have already received your shipping confirmation email, you can opt to return your order once you receive it. Please review our Return Policy.
Unfortunately, once an order is confirmed, we cannot change or edit the order for administrative reasons. If you wish to change any item in your order, you will need to cancel the whole order and place a new one with the correct items. Cancelled orders will be fully refunded. To cancel your order, please contact us as soon as possible at [email protected] with the subject “Order Cancellation” or via our Contact Us form. Make sure to include your order number in your email/message.
Please note that orders can be canceled only before they are dispatched. If you have already received your shipping confirmation email, you can opt to return the undesired item once you receive it. Please review our Return Policy.
Discount codes and store credit codes can be used during checkout. They cannot be applied after an order has been placed.
Currently we do not accept payments over the phone.
Please check first your spam or junk folder and make sure that [email protected] is on the safe sender list of your email account. If you still cannot find this email, please contact us through our Contact Us form or at [email protected]. Ensure to include in the message/email the first and last name of the customer on file and the email address used to place the order.
Your inquiry is always important to us. Our customer service team usually answers within a few hours on working days (10am – 7pm CET, Monday – Friday. Please note our customer service department is closed on weekends and holidays). However, during busy periods this may take longer time (up to 2 business days) as we are a small team, but we will always make every effort to respond to each email as quickly as we can. Replies may enter junk folders so make sure that you check there and that LANCER is in the safe sender list of your email account.
Products
- Defects in material
- Defects in workmanship under normal use
- Broken components under normal use
- Tarnishing or discoloring under normal use
For more information on our lifetime warranty, please review the page Lifetime Warranty.
LANCER accessories are made from solid stainless steel, the metal that is guaranteed to never rust, tarnish, or turn your skin green, even if worn daily. Meanwhile, as the most recycled material on the planet, steel offers 100% recyclability and unbeatable durability. With a lifespan of several decades, 80%-90% of stainless steel will eventually be reused – without any loss of quality. This is why we are confident enough to give you a lifetime warranty on all LANCER products and assure you of the required quality to proudly wear your LANCER pieces all year, all day, every day.
Our products are made from solid stainless steel, one of the most durable materials that will never rust, tarnish, or turn your skin green even if you get it wet. No matter whether you are showering, exercising or hands washing, there is no need to take your LANCER piece off.
However, for items containing shell pearls, due to the properties of the material itself, we do recommend you to keep them out of water to retain the luster and shimmer of the pearls.
Yes, all of our products are hypoallergenic. Allergic reactions to accessories are most often caused by cheap base metals such as copper, while we only use premium stainless steel here in LANCER. You can wear your LANCER pieces 24/7 without worrying about developing a rash or green skin.
Please note that no type of stainless steel is completely nickel-free. Stainless steel is generally considered hypoallergenic for most people because it only contains trace amounts of nickel. Therefore, the nickel content does not migrate or release enough to cause any wearer problems. However, if you are highly sensitive to even the slightest exposure of nickel, stainless steel jewelry may not be your best option.
Never. LANCER accessories are made from solid stainless steel, one of the most durable materials that is guaranteed to never rust, tarnish, or turn your skin green.
All LANCER products purchased from www.lanceraccessories.com come with a Limited Lifetime Warranty. Please read our Lifetime Warranty Policy on our website to see if your item is covered under warranty. To file a warranty claim, please contact us at [email protected] with your order number, a description of the issue, photographic evidence and your current shipping address. We will review your submission against our warranty policy and get back to you as soon as possible.
Please check out our Sizing Guide. If you still have questions regarding sizes and measurements, feel free to contact us at [email protected] and our customer service team is always here to help.
We restock items regularly and restocks generally take about 40 – 60 days. However, if any items are returned, they will be added back to the website. We recommend that you register for restock notification on the product page by clicking the “Email When Available” option that appears when a sold-out item is selected, so you will be notified by email as soon as the item becomes available again.
Unfortunately, we are not currently able to offer custom orders.
Please review our Care Instruction page where you can find all the information on how to care for your Lancer stainless steel or shell pearl pieces.
Package
Every order purchased on lanceraccessories.com comes with complimentary gift wrapping. Although the specific packaging varies slightly depending on the type of accessories, all types of products come with a branded black cardboard box dedicatedly paper-wrapped and wax-sealed, a cleaning cloth and a branded card. The bracelet packaging also includes an individual jewellery pouch where you can store your items.
Newsletter
- You will be the first to be informed about any new arrivals, limited releases/drops and restock updates.
- You will get early access to any upcoming sales and special offers.
- You will receive exclusive discount codes that are only available for subscribers.
There are two ways to subscribe to our newsletter. You can subscribe by either entering your email address in the subscribe/newsletter section of the header and footer of lanceraccessories.com, or by directly registering an account with MyLancer.
You can easily unsubscribe anytime by clicking on the unsubscribe link at the bottom of any newsletter email you receive from us.
Shipping
There are multiple ways to track your parcel.
- You can check the status of your order and track its delivery using the Track My Order section in the footer of our website.
- You can find all the information related to your order, including delivery and tracking information, in your MyLancer
- Once your order has been fulfilled and shipped, you will also receive a shipping confirmation email containing tracking details with which you can check the delivery status of your parcel. Please remember to check your spam folder as well. If you still have trouble receiving this email, please contact us at [email protected] for additional help.
Typically orders will be processed and dispatched within 2 business days (weekends and holidays excluded) upon payment confirmation. During periods of peak order volume – sales, holidays, and products releases, the processing time may be extended to a maximum of 4 working days for your order to be dispatched.
Yes, we ship worldwide.
ITALY
Tracked Shipping with DHL – 1-2 business days – €12 EUR
Orders over €100 EUR – Free Delivery
EUROPE (EUROPEAN UNION COUNTRIES)
Tracked Shipping with DHL / UPS – 1-5 business days – Accurate rates and time will be calculated at checkout based on the shipping address and the shipping service you choose.
Orders over €150 EUR – Free Delivery
THE UNITED KINGDOM
Tracked Shipping with DHL / UPS – 3-6 business days – Accurate rates and time will be calculated at checkout based on the shipping address and the shipping service you choose.
Orders over €200 EUR – Free Delivery
REST OF EUROPE
Tracked Shipping with DHL / UPS – 1-10 business days – Accurate rates and time will be calculated at checkout based on the shipping address and the shipping service you choose.
Orders over €350 EUR – Free Delivery
UNITED STATES OF AMERICA & CANADA
Tracked Shipping with DHL – 2-8 business days – Accurate rates and time will be calculated at checkout based on the shipping address and the shipping service you choose.
Orders over €350 EUR – Free Delivery
REST OF THE WORLD
Tracked Shipping with DHL – Accurate rates and time will be calculated at checkout based on the shipping address and the shipping service you choose.
Orders over €500 EUR – Free Delivery
Estimated shipping time begins from the day your order is dispatched, not the day your order is placed.
Please be aware that the shipping time frame stated for each method is an average instead of a guarantee. Parcels can sometimes be delayed by factors out of our control such as weather, customs, incorrect address information, or shipping provider related issues. We kindly ask you to understand that once packages are handed over to the shipping provider we no longer have control of the speed and pace that packages are shipped or any delays related to the shipping service. As such, we do not refund shipping charges if your delivery takes longer than the average time frame shown on the shipping method.
Yes, we offer free delivery for orders over a certain amount. This amount varies depending on the shipping cost to your delivery country.
AREA | FREE SHIPPING THRESHOLD |
Italy | €100 EUR |
Europe (EU Countries) | €150 EUR |
Europe (The UK) | €200 EUR |
Europe (Rest of Europe) | €350 EUR |
United States of America & Canada | €350 EUR |
Rest of the world | €500 EUR |
Unfortunately we are currently only able to ship to a valid street address, and do not deliver to P.O. boxes. Customers with orders addressed to P.O. Boxes will be contacted by us for an address correction.
Please review the “Problematic Delivery” section of our Shipping Policy on our website where we have listed the corresponding solutions to all the situations.
Orders can be placed without shipping insurance, but we highly recommend our customers to purchase a shipping insurance to protect your order from being damaged or lost, as a refund or replacement will not be applicable without a shipping insurance. Insurance can be purchased at checkout.
If you choose UPS as the courier at checkout, your order automatically comes with a basic shipping coverage for loss or damage up to € 85 EUR at no additional cost and no value declaration required. For orders under this value, we will process a refund, reshipment or repair for free if your package is lost or damaged. However, if your order is above € 85 and you wish to protect it from being damaged or lost, we highly recommend you to purchase a declared value coverage at an additional fee, as a refund or replacement will not be applicable without an extra damage or loss coverage for packages with a value over € 85.
If you choose DHL as your courier at checkout, they do not provide free basic shipping coverage for loss or damage. As a result of it, a shipping insurance purchased at an additional fee will be needed in order to request a refund or replacement for packages of any value.
For orders above € 400 EUR, we will purchase a shipping insurance for you at our own expense, so you do not need to purchase any additional insurance at the time of checkout.
We ship our packages DDU (Delivered Duty Unpaid), which means customs, taxes, and duties are NOT included in the prices on lanceraccessories.com.
All international orders to be shipped outside of Italy are subject to local import laws and may incur duties, fees, and import taxes that need to be paid to release your parcel from customs. Payment of these import or customs fees is the responsibility of the customer. We do not cover any additional charges or costs incurred for the final delivery of your order to your destination country.
Please note these charges are determined by your local customs authority and we cannot estimate the amounts or change a package’s value. Please check your country’s customs policies to see if there will be any additional costs and how customs fees are assessed in your country.
Packages returned due to incomplete customs fees, duties and taxes payment will be refunded the original order amount minus shipping costs, a 20% handling fee, and any additional duties and taxes the package may have incurred on the way of returning.
Returns
Yes. All items – except for earrings and sales items – purchased directly from www.lanceraccessories.com can be returned for no reason within 14 days from the delivery date indicated on the tracking. Please review our Returns Policy page for more information.
- Items must be purchased directly from www.lanceraccessories.com. We require proof of purchase – your order number – to honor any return.
- Items must be new and unworn apart from trying on, free from any signs of wear or damage and in perfect condition for resale.
- Items must be returned in their original packaging with all the accessories and components expect for the wrapping paper. Packaging must also be in the same condition as you received them.
- Items must be returned with a completed Return Form.
- Unfortunately, all sales items (including site-wide sales) and limited releases are final sales and cannot be refunded. Orders with discount codes are excluded.
- Earrings cannot be returned for safety and hygiene reasons.
- Make sure that the product you return is in its original condition, including original packaging. Please note Lancer is not responsible for damage during transit, so please ensure that chains and bracelets are wrapped and all the other pieces are well secured for a safe trip back to our warehouse.
- Download, fill out and print the Return Form. Put the form in the parcel with your returned products. Absence of this form will result in a significantly longer processing time.
- Ship back the parcel with a shipping service provider of your choice. Return costs will be paid by the customer. As returned items remain your responsibility until they arrive back at our facility, we highly recommend you to use a tracked shipping service or request a proof of postage receipt as we cannot refund any lost returns without a tracking number or a postage receipt.
- Send us an email at [email protected] with the subject field – Return Request & Your Order Number – and include the following information:
- The completed Return Form
- Your order number (we know it is included in the Return Form but please also include it in the text field of your email)
- The tracking number or postage receipt of the shipping service you have used to return the item(s); please indicate the courier company as well.
Return Address:
LANCER – CALDAROLA MARIA
Via Donatello 22
20131 Milano
Italy
Unfortunately we are currently unable to provide “free” returns. You will be responsible for all costs and charges associated with returning your order, including postage and any customs charges.
Returns can take up to 5 business days to process from the day the parcel is delivered to our warehouse. Customers will be notified by email once a refund has been processed and issued on our end. Please allow 5-10 business days for refunds to appear in your payment account. This processing time depends on your bank so we suggest that you contact them directly if you have not received the funds after 10 business days.
Eligible returns will be fully refunded excluding the original shipping cost and a €6 EUR processing fee. Please note that returned items that have been subject to free shipping will also have our original delivery cost deducted from the amount refunded.
Refunds will be processed back to the original payment method and we are not able to provide refunds to an alternative account other than the original one used to place the order.
LANCER is not able to offer exchanges. If you would like to change to a different size, please return the item back for a refund and place a new order for your preferred size.
LANCER only sells products in perfect condition. However, on the rare occasion you have received a faulty item or an item that you did not order, please contact us at [email protected] and include the following information in your email:
- Your order number
- Name of the faulty product
- A description of the problem
- Photos of the defects
Payment
Lanceraccessories.com accepts the following payment methods:
- Credit / Debit Cards (through Stripe Gateway): MasterCard, Visa, American Express, Discover, JCB, Maestro, China UnionPay, Dinners Club
- PayPal
- Apple Pay: In order for Apple Pay to display, you must have an iOS device and have a payment method saved in the Apple Wallet. Apply Pay only shows on Safari browser.
- WeChat Pay
- You may have reached your purchase limit. Please contact your bank to check if the purchase limit of your card has been exceeded.
- Your card may have expired.
- The payment information you entered may be incorrect.
We ship our packages DDU (Delivered Duty Unpaid), which means customs, taxes, and duties are NOT included in the prices on www.lanceraccessories.com.
All international orders to be shipped outside of Italy are subject to local import laws and may incur duties, fees, and import taxes that need to be paid to release your parcel from customs. Payment of these import or customs fees is the responsibility of the customer. We do not cover any additional charges or costs incurred for the final delivery of your order to your destination country. We highly recommend that international customers include their phone number at checkout so your postal service and customs office can reach you easily. We will never give this information to anyone else.
Please note these charges are determined by your local customs authority and we cannot estimate the amounts or change a package’s value. Please check your country’s customs policies to see if there will be any additional costs and how customs fees are assessed in your country.
Packages safely returned due to incomplete customs fees, duties and taxes payment will be refunded the original order amount minus shipping costs, a 20% handling fee, and any additional duties and taxes the package may have incurred on the way of returning. Please note we cannot refund or be held responsible for any missing parcels that are not safely delivered back to us due to customers’ failure to pay customs and taxes.
Collaborations
For collaboration and media inquiries please contact us at [email protected] with the subject “Collaboration/Media” or use our Contact Us form. Please include the following information in your email / message:
- A brief introduction of yourself – Are you an influencer / Model / Youtuber / Photographer / Videographer / Graphic Designer / Brand / Magazine etc.?
- Your active social media account(s) / Website
- Number of your followers / subscribers
- How would you like to collaborate?
- Your shipping address
For wholesale / B2B inquires please contact us at [email protected] with the subject “Wholesale” or use our Contact Us form. Please include the following information in your email / message:
- Company Information (country, address, website, active social media account, primary contact)
- Products & quantities you are interested in
