Frequently Asked Questions and Answers

If you have a question about your package, we have compiled a list of frequently asked questions below. Hopefully it can be useful to you! If not, please feel free to contact us!

1. How long will it take to receive my order?

The average delivery time for our packages is 7-14 days. We are a company that cares about the environment and wants to do our part to make the world a better place. When we reach our minimum order quantity, we ship all orders at once. We hope you understand this and want to help us make a difference.

2. How can I track my order?

Once your order has been shipped, you will receive a tracking number that will allow you to track your package online on our tracking page. Please also check your spam folder, as our emails can sometimes end up there. Please note that it may take several working days for the Track & Trace system to become active.

3. 10 working days have passed and I still haven't received my package?

We are sorry that this has happened... Have you checked the Track & Trace code? It may happen that the package is detained in customs. Please wait another 3 days. We apologize for the inconvenience, but in 99% of cases the package will be delivered anyway. Have you waited 5 working days plus another 3 days? If so, please contact us and we will find a solution together.

4. Can I cancel or change my order?

We understand that plans can change. If you need to cancel or change your order, please contact us as soon as possible. We will do our best to accommodate your request, but please note that we cannot guarantee changes after your order has been processed.

5. do you offer refunds or exchanges?

We want you to be completely satisfied with your purchase. If for any reason you are not satisfied with your order, please contact us within 14 days of receiving your order to arrange a refund or exchange.

6. What payment methods do you accept?

We accept all major credit cards as well as Mastercard, Visa, American Express. And we also accept PayPal, Google Pay and Apple Pay.

7. How can I contact customer service?

Our customer service can be contacted by email. You can reach us by email at support@lozenda.de. You can also find our contact details on the “Contact us” page of our website.

Most questions have already been answered here, so no need to contact us! If you can't find the answer to your question, you can of course always contact us.