Refund policy

RETURN POLICY
Return Conditions

You have 14 calendar days from the date of receipt of your order to exercise your right of withdrawal and request a refund.

Once your return request is approved, you have a maximum of 7 calendar days to ship your return parcel. After this period, the return may be refused.

To be eligible for a refund, returned products must meet all of the following conditions:

  • Not have been worn

  • Show no signs of wear or damage

  • Be returned in their original packaging

  • Be complete and in the same condition as delivered

To avoid any damage during transport, items must be carefully protected in their original packaging or in a sturdy box.
Any product delivered with a protective pouch must be returned with this pouch. Otherwise, the refund may be refused.

Return fees of €5 are at the customer’s expense and will be deducted from the refund.

We do not offer exchanges or store credit: orders can only be refunded to the original payment method used at purchase.

Damaged items upon receipt

In case of a damaged product received, you have 48 hours after delivery to contact our customer service at: sav@lancaster.com⚠️ Return requests for defective products must not be made through the website.

Return Procedure

From France, Belgium, Germany, Spain, Italy, Luxembourg, the Netherlands and Portugal

  • Click the following link "Submit a return request" or use the link at the bottom of the page: “Make a return”.

  • Fill in the required information.

  • Once validated, you will be able to generate and print your Chronopost return label.

Drop off your parcel at a post office or a Chronopost drop-off point.

The return label must be used within 7 calendar days after its date of issue.

Tracking is available using the number indicated on the label.
Your return will be processed within 24 to 72 business hours after arrival in our warehouse (checking and refunding).

From a country other than those listed above

Returns must be requested by email: contact@lancaster.com

Please provide your order number.
Instructions will then be sent to you.
The parcel must be stamped by the customer, and shipping costs remain their responsibility.

CANCELLATION AND REFUND

Full return: Lancaster will refund the full order minus €5 return fees.
Partial return: Shipping fees will not be refunded and an additional €5 return fee will be deducted.

Processing times:

  • Return processing: 3 to 4 business days. Refund is issued once the parcel is received, checked and validated.

  • Refund: 5 to 10 business days after return validation.

  • Untreated order: 2 to 3 days. If the customer cancels before the order is processed, LANCASTER refunds the full amount.

Refund is issued exclusively to the original payment method. Refunds to a different bank account are not possible.

If your bank account is closed, it is your responsibility to contact your bank. Lancaster is not responsible for funds retained by banking institutions.

Promotional offers

If the client received a conditional promotional offer or free shipping, the refund will be adjusted: if part of the qualifying items is returned, the initial discount will be deducted from the refund.

If the client received a gift tied to the purchase, the gift must also be returned if the qualifying items are returned.