FAQ

Welcome to the LIONEX FAQ page! Here you'll find answers to some of the most common questions our customers ask. If you can't find the information you're looking for, please don't hesitate to contact our friendly Customer Support team.  

Ordering & Account:

Do I need an account to place an order?

• No, you can checkout as a guest. However, creating an account allows you to save your information for faster future purchases, track your order history, and receive exclusive updates. 

How do I place an order?

•  Simply browse our products, add the items you wish to purchase to your cart, and proceed to checkout. Follow the on-screen instructions to enter your shipping details and payment information.  

Can I modify or cancel my order after it's been placed?

• We process orders quickly, but if you need to make changes or cancel your order, please contact us as soon as possible at support@lionex.shop. We'll do our best to accommodate your request, but we cannot guarantee changes once the order has been processed for shipping. 

What payment methods do you accept?

•  We accept Visa, Mastercard, American Express, Discover, PayPal. Please refer to our Payment Policy for more details.

Is my payment information secure?

• Yes, we take the security of your payment information very seriously. Our website uses industry-standard SSL encryption, and our payment processing is handled by secure, certified third-party providers. We do not store your full credit card details.

Shipping & Delivery:

Where do you ship to?

• We ship worldwide! We offer free shipping to the United Kingdom and France. Shipping costs for other international destinations are calculated at checkout. Please see our Shipping Policy for more information.

What are your shipping times?

• Order processing typically takes 1-3 business days. Transit time is usually 4-7 business days. The total delivery time is estimated to be 5-10 business days (Monday to Friday). Please note these are estimates and may vary.

Do you offer free shipping?

•  Yes! We offer free shipping to the United States and France.

How can I track my order?

• Once your order ships, you will receive a shipping confirmation email with a tracking number and a link to the carrier's website.

What if my package is lost or damaged during shipping?

• Please contact our Customer Support team within 7 days of the expected delivery date or receipt of a damaged package. Please provide your order number and any supporting evidence (e.g., photos of damage). We will work with the shipping carrier to resolve the issue.

Returns & Refunds:

What is your return policy?

• We accept returns for damaged or defective products and incorrect items within 30 days of receipt. For non-customized, non-handmade items, we may accept returns for a change of mind within 30 days (conditions apply). Please refer to our Return and Refund Policy for complete details.

How do I initiate a return?

• Please contact our Customer Support team at support@lionex.shop to initiate a return. We will provide you with a Return Authorization (RA) number and instructions.

When will I receive my refund?

• Once we receive and inspect your returned item, refunds are typically processed within 10] business days. The time it takes for the refund to appear in your account may vary depending on your bank or payment provider.  

Are custom-made or handmade items returnable?

• Generally, custom-made and handmade items are non-returnable unless there is a defect in craftsmanship or the product does not match the agreed-upon specifications. Please review our Return and Refund Policy for specifics.

Product Care & Information:

Where can I find care instructions for my products?

• We have a dedicated Care & Instruction page on our website. Additionally, specific care instructions are usually included in the user manual that comes with your product.

Are your products covered by a warranty?

• Yes, many of our products come with a warranty against manufacturing defects. Please refer to the product manual or our Warranty Policy for specific details and durations.

We don't offer a standard warranty:

• Currently, we focus on providing high-quality products. Please refer to our Return and Refund Policy for information on addressing any defects upon arrival.

Are your products handmade?

• Many of our products are custom-made and handmade, which is noted in the product descriptions. This ensures a unique and high-quality item.

Customer Support:

How can I contact customer support?

• You can reach our Customer Support team via email at support@lionex.shop or through the contact form on our website [Link to your website's contact form]. We offer 24/7 support.

What are your customer support hours?

• Our online customer support is available 24 hours a day, 7 days a week.

Other Questions:

Do you offer wholesale or bulk discounts?

• Please contact our sales team at support@lionex.shop with details of your inquiry.

If your question isn't answered here, please don't hesitate to reach out to our Customer Support team. We're always happy to assist you!