FAQ
FAQ
Ordering and Payment
What are my payment options?
We accept Visa, MasterCard, American Express.
What currency is the site in?
Your currency can be selected to one of the following: USD, CAD, AUD, EUR, and GBP. This can be done using the currency icon on the top right corner of the website. However, please note that at checkout all orders will be processed in EUR.
When and how will I receive my invoice?
Upon completing the purchase through our checkout process an invoice will be emailed to you.
Can I change or cancel my order?
Order cancellation or order changes may be done if it occurs prior to shipment. Please contact us as soon as possible to request an order change or cancellation. Please include your order number in your email.
Shipping and Taxes
Where do you ship to?
We can deliver anywhere* around the world. If you country is not in the country list, contact us or via connect with us on our Live Chat.
*Please note that any export shipping (outside Europe) remains the responsibility of the customer and Lazenne could not be held responsible for the non delivery of your order.
Shipping Fees
Actual shipping rates show when when you add your items to the cart, and select your country and postal code in our shipping calculator. We offer free shipping for an order of any wine suitcase (wine cooler, professional suitcase or airline approved luggage) everywhere within Europe.
How long will shipping take?
At Lazenne, we appreciate that you want to make the most of your stay in France and may be staying at a number of locations for a short period of time. Therefore, we use express courier services that guarantees 98% of their deliveries to France within 24h during business days and to Europe within 3-5 business days.
Do you charge tax?
All prices that you see online are inclusive of VAT.
Tracking Orders
How do I know that my order has been shipped?
We will send you a confirmation email with a tracking number and a link.
How do I track my order?
Please follow use the tracking number and link provided in the confirmation email you received.
Returns & Warranty
What is your return policy?
GUARANTEED!
We stand behind all our goods and products and trust that you will be happy with your purchase. In the event you are not, we've made this simple so you can rest easy. If you are not satisfied with any item, simply return it to us at any time for an exchange or refund of its purchase price.
We stand behind all our goods and products and trust that you will be happy with your purchase. In the event you are not, we've made this simple so you can rest easy. If you are not satisfied with any item, simply return it to us at any time for an exchange or refund of its purchase price.
Here is how to do:
1. The item must be unused and in the same condition that you received it. It must also be in the original packaging.
2. Email us with your order number to let us know that you want to return it.
3. Return it to the address you will be given.
2. Email us with your order number to let us know that you want to return it.
3. Return it to the address you will be given.
What if my purchase is damaged?
In the unfortunate event that your order arrives in less than satisfactory condition, please take one or more digital photos of the item and one or more of the shipping container it arrived in, then attach the photos to an email and send to contact@lazenne.com. Please include your order number in the email. The request must be sent no later than 3 days after delivery. Lazenne will process the exchange of the damaged item.
What is covered under warranty?
Lazenne warrants that the Lazenne wine suitcases will be free from defects in materials and workmanship for 10 years from date of purchase. The warranty does not cover damage resulting from abuse, airline mishandling, or wear and tear. The warranty does not cover the contents of the suitcases if they are lost, stolen, or damaged. Depending on the damages of your suitcase, we can provide replacement parts. Shipping of the replacement parts or products and any export fees associated with the shipment remain at the expense of the customer.
How to file a warranty claim or order replacement pieces?
Please initiate a return inquiry with our team by contacting us at contact@lazenne.com . Please include your order number, name, address, picture of the issue, and a description. We will review the information and determine the next steps.
Security, Privacy, and Terms of Service
Is ordering on the Internet secure?
Yes. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server using the Shopify platform, a leading e-commerce company in the world. Secure Socket Layer (SSL) encryption is used for every transaction to encrypt the transmissions from our e-commerce servers as well as your computer. SSL encryption works by forming a matched pair, so that your computer and our server send data back and forth in an encrypted format.
What is your Privacy Policy?
What are your Terms of Service?