We prepare every order as carefully as we prepare gifts to our loved ones and we want all our customers to have the joy and excitement of opening a flawless present, so we try to make each order as perfect as possible. Therefore, we kindly ask that you allow up to 2 business days (weekends and holidays excluded) upon payment confirmation for our team to process your order. Each order is hand-picked by one of our amazing warehouse team members and undergoes a rigorous quality inspection before being carefully packaged and dispatched from our business premises in Milan, Italy, to ensure that all our customers receive their desired products in perfect condition.

During periods of peak order volume – sales, holidays, and product releases, the processing time may be extended to a maximum of 4 working days for your order to be dispatched.

Tracking: 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 account.
• 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.

Important Note:

Customs, taxes, and duties are NOT included in the prices on lanceraccessories.com. Please be aware that not all international orders to be shipped outside of Italy will make it through customs without a tariff. Customs, taxes, duties, or import charges are the responsibility of the customer to be paid. Please check your local customs regulations to see if there will be any additional costs.

ITALY

Tracked Shipping with DHL / UPS  –   1-3 business days   –   €12EUR

Orders over €98 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 on each method is an average instead of a guarantee. Parcels can sometimes be delayed due to 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.

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.

If there is any delivery issue with your order, please contact us through our Contact Us form or via email at [email protected] with the subject “Delivery Issue” within 30 days of placing the order. We will do our best to help resolve every issue for all of our customers to the best of our ability. Beyond this period, unfortunately we will no longer be able to assist with any issues regarding the delivery of your order.

1. DELAYED PACKAGE

We have established partnerships with all our carriers and aim to deliver all packages within the quoted time frame. However, sometimes, delays may happen due to factors out of our control such as weather, customs, incorrect address information, or shipping provider related issues. In this case, we cannot refund shipping charges or be held responsible for delayed delivery.

If you are experiencing delay in packages, feel free to get in touch with us through our Contact Us form or email us at [email protected] with your order number and the issue with your order. We will do our utmost to chase it up for you. However, we kindly ask you to understand that once your package is dispatched, the handling of delivery lies solely with the shipping company. We will no longer have control of the speed and pace that packages are shipped or any delays related to the shipping service. As such, we will do all that we can to help you best understand the shipping process, but we are not able to affect or expedite the process once it is in transit.

2. INCORRECT DELIVERY ADDRESS

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 indicate 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 following two 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 the shipping cost, a €6 EUR processing fee, and any additional expenses 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.

3. RETURNED PACKAGE

3.1 Packages Returned Due To Incomplete Customs, Duties, And Taxes Payment

Packages safely returned due to failed customs, 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.

3.2 Packages Returned Due To Failed Delivery Attempts

If a package cannot be delivered to the given shipping address due to the absent cooperation of the customer, the package will be returned to the sender (LANCER) and all expenses incurred in the return process will be the responsibility of the customer. This expense includes shipping costs and any duties and taxes the package may have incurred. Here is an indicative list of situations where failed delivery attempts will be ascribed to the absent cooperation of the customer:

• Incorrectly provided delivery address
• Not reasonably / safely accessible delivery address
• Absent receiver
• Unclaimed parcels
• Customer refuses to collect the package from the courier or shipping company within the required time frame

If the package is returned to us due to reasons listed above, customers will be offered two options as below:

• 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 expenses 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 that are not safely returned to us as a result of situations listed above.

4. LOST / DAMAGED PACKAGE

4.1 Lost In Transit

If a package has been lost in transit without tracking updates for 7 days, please contact us through our Contact Us form or email us at [email protected] with your order number and details of the problem. We will check with the shipping provider and once the loss is confirmed we will process a reshipment or refund of the order as long as the package is under coverage.

4.2 Damaged

If the package arrives damaged, please get in touch with us immediately at [email protected] with your order number and photos of the damaged products upon arrival.

SHIPPING INSURANCE

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.

5. Package not received but tracking says delivered

If your delivery address is places of work, please check first with your company receptionist and colleagues as they might have signed the package for you.

Please note we cannot refund or replace items that show a confirmed delivery from the tracking. For this reason, we always recommend that you get items delivered to a secure address.

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.