FAQ

Please note that we can only accept orders placed online through our LERROS online shop. Orders cannot be placed via telephone, email, or fax. We will keep you regularly informed about the current status of your order via email. Therefore, it is important that you provide a current email address when placing your order in the LERROS online shop.

After submitting your order, you will receive an order confirmation via email within one hour. If you do not receive it, please check whether the message has been automatically moved to your spam folder.

You can also view the status of your orders at any time via your customer account if you have registered online beforehand.

If you have any further questions, please do not hesitate to contact us at any time. Our contact options can be found here.

Prepayment
If you send us your order with "prepayment" as the payment method, you will receive an order confirmation with bank transfer details. As soon as we receive your payment, your order will be processed and shipped to you as quickly as possible.

Please note that your payment must be received in our system within 10 working days at the latest. Otherwise, the order will be automatically cancelled.

PayPal
PayPal is an online payment service that allows you to pay for your purchases safely, easily, and quickly online. To use this service, you must be registered on the PayPal homepage – regardless of your order in the LERROS online shop.

Your bank or credit card details are stored in your PayPal account. This means you do not have to re-enter them and send them over the internet for every online purchase.

If you have sent us your order with "PayPal" as the payment method, you can then simply pay with 2 clicks, where your bank or credit card details are retrieved from PayPal.

Your payment is available immediately, so your order can be processed and shipped to you quickly.

Credit Card (Visa, MasterCard, AMEX)
You can also conveniently pay for your order by credit card – the LERROS online shop accepts Visa, MasterCard, and AMEX.

To ensure the highest possible security and optimally protect your personal data, the entire checkout area of the LERROS online shop is equipped with state-of-the-art security technology (SSL encryption).

When entering your credit card details, please pay particular attention to the correct entry of your card number, validity period, and security code.

For additional protection of your transaction, we provide you with the 3D Secure security procedure. To prevent card misuse, an input window will open during the payment process where you must enter your personal security code. Since only you know this code, 3D Secure ensures that the payer is indeed the legitimate cardholder.

3D Secure is a new technology to make credit card payments on the internet even more secure for both you and us as merchants. Visa calls this procedure "Verified by Visa", and MasterCard calls it "MasterCard SecureCode".

When you submit your order, the invoice amount will be reserved on your credit card (so-called authorization) and your order will be processed immediately. Your credit card will only be actually charged when we ship the goods to you.

Klarna Invoice
In cooperation with our partner Klarna, we offer you purchase by invoice as a payment option. When paying with Klarna, you do not have to provide any account details, and you only pay once you have received the goods. Your provided data will be checked by Klarna during the ordering process. For security reasons, you will also be asked to provide your date of birth and a phone number where you can be reached for queries.

Please note the following: When paying by invoice via Klarna, delivery is only possible to a private residential address within Germany. The billing address and delivery address must also be identical. If you wish to have delivery to an alternative address, company address, or packing station, please select a different payment option. We ask for your understanding in this matter.

Further information on the General Terms and Conditions and data protection can be found at: www.klarna.de

Payment by invoice is only possible for deliveries within Germany.

Sofort by Klarna
To pay the invoice amount via the payment service provider Sofort GmbH, Theresienhöhe 12, 80339 Munich, you must have a bank account activated for online banking, legitimize yourself accordingly, and confirm the payment instruction. Your account will be debited immediately after placing the order. Further information can be found during the order process.

Google Pay
To pay the invoice amount via the payment service provider Google Ireland Ltd., Gordon House, Barrow Street, Dublin 4, Ireland ("Google"), you must be registered with Google, have activated the Google Pay function, legitimize yourself with your access data, and confirm the payment instruction. The payment transaction will be carried out immediately after placing the order. Further information can be found during the order process.

Apple Pay
To pay the invoice amount via the payment service provider Apple Inc., One Apple Park Way, Cupertino, CA 95014, USA ("Apple"), you must use the "Safari" browser, be registered with Apple, have activated the Apple Pay function, legitimize yourself with your access data, and confirm the payment instruction. The payment transaction will be carried out immediately after placing the order. Further information can be found during the order process.

If you have received a voucher code (e.g. by subscribing to our newsletter), please enter it in the designated field during the order process. The value of the voucher will be immediately deducted from your invoice amount.
A voucher code cannot be redeemed for an order after it has been submitted. However, the validity of the voucher code remains (within the specified promotional period) until it is redeemed. Only 1 voucher code can be redeemed per order.
In the case of a partial return, the voucher value will be proportionally credited. Only one voucher code can be redeemed per order.

1. What is a LERROS Gift Voucher?
- A LERROS Gift Voucher is a prepaid card that can be used to make purchases on our website, www.lerros.com. It is a convenient way to give the recipient the freedom of choice.

2. How can I purchase a LERROS Gift Voucher?
- You can purchase a LERROS Gift Voucher on our website in the Gift Voucher section. Select the desired amount and follow the instructions to complete the purchase.

3. What amounts are LERROS Gift Vouchers available in?
- We offer LERROS Gift Vouchers in various amounts to meet your gifting needs. You can choose from the following amounts: €25, €50, €100, €150.

4. Can I customize the LERROS Gift Voucher with a personal message?
- Absolutely! When you purchase a LERROS Gift Voucher, you can add a personal message to make it even more special for the recipient.

5. How and where can I redeem a LERROS Gift Voucher?
- LERROS Gift Vouchers can only be redeemed on our website, www.lerros.com. During the checkout process, simply enter the gift card code in the designated field, and the value of the card will be applied to your purchase.

6. Is there an expiry date for LERROS Gift Vouchers?
- LERROS Gift Vouchers are valid for a limited period of three years from the date of purchase.

7. Can I use a LERROS Gift Voucher to purchase reduced or clearance items?
- Yes, LERROS Gift Vouchers can be used to purchase all items on our website, including reduced and clearance items.

8. What happens if the purchase amount exceeds the value of the LERROS Gift Voucher?
- If your purchase exceeds the value of the LERROS Gift Voucher, you can pay the remaining amount during the checkout process using other accepted payment methods.

9. Can I return a Lerros Gift Voucher or get a refund?
- LERROS Gift Vouchers are non-refundable and cannot be exchanged for cash. Once purchased, they are considered final.

10. How can I check the balance of my LERROS Gift Voucher?
- To check the balance of your LERROS Gift Voucher, visit our website and go to the "My Gift Cards" section in your customer account. There you will find an option to check the card balance, where you can enter the card code to retrieve the remaining balance.

11. What happens if I lose my LERROS Gift Voucher or if the code is stolen?
- Please treat your LERROS Gift Voucher like cash. We are not responsible for lost or stolen codes, and they cannot be replaced or refunded. Keep your code in a safe place.

12. Can I use multiple LERROS Gift Vouchers for a single purchase?
- Yes, you can use multiple LERROS Gift Vouchers for a single purchase. Simply enter the gift voucher codes one after another during the checkout process.

If you have any questions, please do not hesitate to contact our customer service at e-shop@lerros.com.

Your order will be delivered by our shipping partner DHL.

If your parcel carrier is unable to reach you in person and delivery to other people in your household or to neighbours is also not possible, you will find a notification card in your letterbox. Your parcel will then be stored for you at the nearest post office. You can collect it there within 7 working days.

The delivery time for a parcel within Germany is usually 2 - 5 working days.

Delivery times for orders outside Germany may vary.

For standard shipping within Germany, we charge a flat rate of €4.99 for orders under €99. Shipping within Germany is free for orders over €99.

For shipping costs for orders outside Germany, please refer to the following table.

You can also have your LERROS shipments conveniently and easily delivered to a packing station within Germany. To do this, enter a valid packing station including your postal number as the shipping address. Please note that your home address must always be specified as the billing address.

You don't have a postal number yet? Then register here for DHL's free service and sign up now for delivery to packing stations.

Currently, we only deliver to addresses within Germany, Netherlands, Austria, Czech Republic, Poland, and Slovakia.

Please note different shipping costs and payment methods for deliveries outside Germany.

Deliveries to other countries are currently not possible due to logistical reasons.

Your satisfaction is important to us! Of course, you can return ordered items to us free of charge and without giving a reason within 30 days. This also applies to reduced merchandise or when returning parts of the order.

Returns are handled by our shipping partner DHL. Simply create a return label via our LERROS Returns Portal.

The address for your return:

Nacke Logistik GmbH
LERROS E-COMMERCE
Hoogeweg 100
47623 Kevelaer
Germany

Please ensure that all items you do not wish to keep arrive back to us undamaged. This means that only items with the original tag, in their original packaging, and in a condition comparable to trying them on in a store will be accepted for return.
We will inform you by email about the status of your return as soon as we have received and processed it.
The amount will be offset proportionally and refunded to the account provided during payment and according to the chosen payment method.

1. Access to the Portal
You can access our LERROS Returns Portal via the following link. There, by entering your order number, e.g. #1234, and email address (e.g. max.mustermann@mail.de), you can access your order.

2. Reasons for return
We also want to continuously improve for you and therefore ask you to tell us the reason for your return. You can simply use the predefined selection options, or state further reasons in the free text field.

3. Download return label
After confirming the return, you can download your return label or QR code with one click. Additionally, you will also receive your return label as a PDF via email.

4. Problem with logging into the returns portal If you have problems logging into the returns portal, please check whether you have entered the correct email address. You must always enter the email address you used to place the order.

Since our local retailers and the LERROS online shop operate independently, it is unfortunately not possible to return items purchased in-store. Likewise, you cannot exchange items purchased through the e-shop at one of our local retailers; returns are only possible by postal shipment of your order.

If you have already paid for returned goods by credit card, advance payment or invoice, the corresponding value of the goods will be refunded to your account once your return has been processed.

If you paid via PayPal, please note that the amount will automatically be credited back to your PayPal account.

As a registered customer, your shopping experience in the LERROS online shop will be even easier, faster, and more convenient!

You can easily log in to your customer account with your email address and personal password. You only need to enter your address details once during registration. After that, they will be saved for you on the order page every time you log in.

In addition, you can check the status of your current order at any time in your customer account. Previous orders also remain stored in your customer account and can be accessed again and again, which is not possible when ordering as a guest.

You can subscribe to our newsletter at any time - even if you do not yet have an existing customer account!

In our newsletter, you will be regularly informed about promotions, new releases or selected special offers and can secure bargains early.

Forgotten your customer account password? No problem!

Simply click the "Forgotten password" button and you will automatically be asked for your email address. Please enter the email address you used to register for the LERROS Online Shop, and your password will be resent to you within a few minutes.

Do you have a question that is not answered here? Please feel free to contact us at any time!

Service email: e-shop@lerros.com

We will take care of your request as quickly as possible!

Nacke Logistik GmbH
LERROS E-COMMERCE
Hoogeweg 100
47623 Kevelaer

Germany