Lojel USA

FAQ

Browse F.A.Q. Topics

General Questions

  • Is my personal information safe?

    Most of the information collected in the registration process will be used to process orders. During the order process, you will have to provide financial information such as your credit card number, expiration date. This information is used for billing purposes and to fulfill your order. If we have trouble processing an order, we will use this contact information to get in touch with you. To properly process your credit card information, we must share your personal and financial information with the merchant bank for authorization and approval. This process is protected by an enhanced security system. We do not share your personal and financial information with any third parties, except those specified in the Sharing section of this policy. You agree to use this site only for lawful purposes. The following activities are strictly prohibited: (i) misrepresenting the identity of a user; (ii) tampering with this site; and (iii) conducting fraudulent activities.

  • How accurate are the colors in the product photography?

    We try to make what you see as accurate and true as possible to actual product. However, all computer monitors are calibrated identically so there is possibility that the color you see will be different than the actual product. If this concerns you, please visit a Lojel retailer (www.lojel.us) or contact us via email (CustomerService@Lojel.US) or by phone (+1 855-565-3587).

  • Where can I learn more about Lojel?

    Please visit our global brand website for more in-depth information about Lojel (www.lojel.com). You can also visit us on Facebook, Instagram and Twitter (@LojelUS).

  • How do I care for my Lojel?

    Please refer to our care page for further instructions: www.lojel.com/product-care/

  • How do I change country?

    You are currently viewing the US e-commerce site, serving Continental United States only.

    To change country, simply change the country by the selecting a country at the top left corner of the website and select from a list of Lojel online shops.

Return Policy

  • How do i return or exchange?

    Lojel US may exchange or give a credit note (valid for 6 months from issue date) for a change of mind purchase subject to several conditions:

    •  Goods must be returned within 30 days of purchase with original docket

    •  Does not apply to goods reduced for sales purposes

    •  The goods cannot have been worn, washed, used, soiled or damaged by the customer

    •  Shipping and handling costs are not refundable

    If you are not satisfied with the merchandise from Lojel.US, you may ship the merchandise back to the address below in a trackable shipping method (Fedex, UPS, DHL, USPS, etc.) in your own expense. Lojel.US Attn: Customer Returns 249 County Line Road Amityville, NY 11701 Please send the return merchandise tracking number to CustomerService@Lojel.US, we will then credit back the returned merchandise's unit price once the merchandise is received.

    Defective and damaged products

    Goods are inspected before packaging to ensure they are in excellent condition.

    Products are packaged carefully to ensure a minimal chance of damage during transit.

    If you receive a damaged or defective item please contact Lojel.US within 14 days of purchase to be eligible for an exchange or a refund.

Shipping & Handling

  • Post office boxes?

    Presently we are unable to deliver to PO Box addresses.

  • My order hasn’t arrived — what now?

    If your order hasn’t arrived, please contact CustomerService@Lojel.US with order details and we will respond to you ASAP with further information.

Shopping

  • Can I add items to an existing order?

    It is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items that you require.

  • What payment methods does Lojel US accept?

    We accept all major credit cards and PayPal payments.

  • When can i expect my Lojel?

    Once order received, we will generally ship within 3 business days.  Customers should receive their goods within 1 – 5 business days from shipping date.

Warranty

  • How does Lojel handle service inquiries?

    Lojel, at its sole discretion, will examine and determine if the product is under warranty and whether it is reparable or not, with the following possible outcomes:

    A) The product is covered under warranty and:

    • The product is reparable: The product will be repaired at Lojel’s expense and returned to you.
    • The product is not reparable: If the same product is in stock, Lojel will send a replacement.

    B) The product is not covered under warranty and:

    • The product is reparable: You may either have the product returned to you un-repaired, or have the product repaired at your own expense.
    • The product is not reparable: You can choose to have Lojel send the product back to you un-repaired or dispose of the product for you.
    • How to make enquiry for my Lojel product Finding it difficult to describe what happened to your Lojel? Find the part names below so that you can easily describe the problem to us : www.lojel.com/warranty-and-repairs
  • What products are excluded from the warranty?

    The Lojel limited warranty only applies for collections designed for the global market including all products sold on Lojel.US. Collections that were specially developed and sold in specific regions will use local distributor warranty policies.

  • What is not covered under the Lojel warranty?
    Circumstances under which the limited warranty shall not apply include: the warranty certificate has been lost, erased or is defaced/illegible; unauthorized modifications and repairs have been made; the product has been exposed to extreme temperatures, acids, solvents, moisture, normal wear and tear or rough handling during transport (e.g. by airlines). In case of third-party transport damages, please contact the travel organization at the arrival destination. For cases that can’t be considered as a manufacturing defect, the warranty coverage does not include shipping fees associated with sending spare parts or damaged products to nearby repair centres.
  • How long is my Lojel covered under warranty?

    Lojel products are guaranteed for 10 years from the date of purchase to be free from manufacturing defects in materials and workmanship. The original, stamped warranty certificate is required as proof of purchase.