Refund policy

Returns & Refunds – Switzerland

We offer a 30-day return policy for eligible non-personalized items. You have 30 days from receiving your order to request a return.

Return eligibility

To be eligible for a return, the item must be in the same condition in which you received it, unworn or unused, with any original tags and in its original packaging. Proof of purchase may be required.

To request a return, contact us at store@lorena-artwork.com. Please do not send items back before your return has been approved. If your return is accepted, we will provide the return address and shipping instructions and, where applicable, a return label.

Damaged, defective or incorrect items

Please inspect your order after delivery and contact us as soon as possible if an item is defective, damaged, or if you receive the wrong item. We will review the issue and arrange an appropriate solution.

Personalized and non-returnable items

Personalized, custom-made or made-to-order items cannot normally be returned because they are created specifically for you. This does not affect claims for items that arrive damaged, defective or incorrect.

Sale items and gift cards are also non-returnable unless otherwise required by applicable law.

Exchanges

The fastest way to receive a different eligible item is to request a return for the original item and, once the return is accepted, place a separate order for the replacement item.

Refunds

We will notify you after we receive and inspect your return. If the refund is approved, it will be issued automatically to your original payment method within 10 business days. Your bank or card provider may require additional processing time.

If more than 15 business days have passed since we approved your refund, please contact store@lorena-artwork.com.

This policy does not limit any mandatory consumer rights that may apply to your purchase.