SHIPPING
How can I track my order?When your order is shipped, you will receive a confirmation e-mail with all the details and the tracking number so you can track the status of your shipment at any time.
What are the delivery times?The parcel will be delivered within 3-4 working days in the EU. For deliveries to Switzerland and outside the EU, we charge a maximum of 14 working days.
Please note that external factors – such as postal or courier delays, logistical problems, adverse weather conditions or the inaccessibility of the specified delivery address – may lead to delays in delivery.
What happens if I am not there when my order arrives?If you are not at home at the time of delivery, the courier will deliver your order the next working day. If another delivery attempt fails, your parcel will normally be delivered to a parcel shop. You will then receive an e-mail with all the details.
I have received my parcel, but one or more items are missing.In order to deliver your order as quickly as possible, some orders are split into several parcels. In this case, you will receive one e-mail per parcel with the respective tracking link. Therefore, not all parcels may be delivered on the same day.
ORDER
I have received a damaged item, what should I do?If you have received a damaged item, please e-mail us at shop@luistrenker.com with your order information and a photo of the item.
Can I change my order after I have placed it?
If you wish to make changes to your order, please contact our customer service directly (by e-mail: shop@luistrenker.com or by phone: +390471633022). If your order has not yet been processed and prepared for shipping, we will be happy to make any necessary adjustments.
RETURNS AND REFUNDS
I would like to return something but have not received a return label.
The return labels are always attached to the shipping confirmation e-mail.
If you search for the order number in your mailbox, the shipping confirmation e-mail with the return label will also appear.
We ask you to print out the return label and stick it to the parcel. This way you can return the parcel to us free of charge. If you cannot find the return label, you can contact our customer service by e-mail (shop@luistrenker.com).
I have received several parcels. Which return label do I have to use for which parcel?
In principle, you can use any return label to return all the goods in one parcel.
Is it possible to exchange an item? Unfortunately we can't offer the exchange of items. If one or more items don't fit you, we suggest to send the items back and kindly ask you to place a new order.
As soon as your return arrives at our central warehouse in Bolzano (Italy), we check its condition and process the return within 15 days. Subsequently, the refund of the amount – minus the shipping costs – will be made automatically via the payment method used at the time of purchase.
How long does it take for my refund to be processed?
As soon as your return arrives at our central warehouse in Bolzano (Italy), we check its condition and process the return within 15 days. Subsequently, the refund of the amount – minus the shipping costs – will be made automatically via the payment method used at the time of purchase.
Can I return items from countries outside of Europe?
Unfortunately, due to logistical constraints, we are currently unable to accept returns for orders outside of Europe. We recommend that you check our size and product descriptions carefully to ensure that you are happy with your selection. If you need further assistance, our customer service team is more than happy to help you (shop@luistrenker.com).
PAYMENT
My payment did not go through. How can I pay now? You are welcome to pay for your order afterwards. Contact our customer service at
shop@luistrenker.com and we will send you a new payment link for your order. You can also transfer the amount to the following bank account:
Cassa di Risparmio di Bolzano SpA - Fil. Appiano
IBAN: IT20 H 06045 58160 000005003586
SWIFT/BIC: CRBZIT2B010
