FAQ - Frequently Asked Questions

 

1. Can I shop without registration?
 - Yes you can, but as a registered user you can also follow your post on our site. As a registered user, you will also receive about 10% loyalty points (1 euro for every 10 euros).

 

2. How do I pay for the product?


- We have wide selection of payment optionst via Klarna: Bank transfers for Most common banks, Invoice and Installment. More information about our payment methods can be found in our Terms of Service and https://www.klarna.com/

 

3. How is the product shipped? How much are the shipping costs? How long does shipping take?


- Product is shipped via China Post free shipping. Unfortunately, cash on delivery is not possible because the product is shipped from abroad, but you can order the products by invoice (*depends your country) and you will receive the products before the payment. After that the products have still the 14 days payment time. Products will be shipped within 2-4 days after payment is received, excluding weekends and public holidays. The parcel will travel approximately 7-21 days to your cuontry. We are not responsible for any delays caused by China Post, DHL or EMS. Also, an order cannot be canceled if its arrival is delayed due to postage. All our shipments can be tracked online with the tracking code.

 

4. Does the package tracking seem to have stopped and no new information has been received?


- There are occasional delays in the tracking of the package and it is often incomplete. However, this does not mean that the package is lost or standing, but is often on its way to its destination. There will be a break in tracking of all packages once the package has left from China to your country . After that, your arrival and schedules will be completely dependent on mail delivery and we have no control over it.

 

5. The product I ordered did not arrive by specific date!


- If the delay was caused by postal operations, unfortunately we cannot do anything about it. Mail delivery is always unpredictable over long distances and our delivery times are approximate based on recent average calculations. Therefore, we do not guarantee the product to arrive by a specific date, and it is always the customer's responsibility to place an order in time. The stated delivery times are always indicative and may vary. You can inquire in advance about the current delivery speed and indicate any requests you may have for scheduling in the case of an urgent order.

 

6. What kind of warranty do the products have?


 - All our products (except hygiene and customized products) have a 14-day return policy. Should you find any defective products, please contact our customer service immediately. The return address is our Finland address.

 

7. Can't find the product I'm looking for?


- Lenzishop is able to offer much more than what is available on the site. If you do not find what you are looking for, please contact us using the contact form or email mail(at)lenzishop.com and we will be able to provide it. We also have good contacts with cosplay manufacturers, so we can make even rarer, high-quality cosplay custom-made even for the dimensions you give on the basis of images provided.

 

8. How do I order the cosplay outfit I want?


 - All our cosplay outfits are custom made in within 1-3 weeks depending on the current order queue (except products with selectable sizes). All costumes are made from high quality materials in cosplay factories, so we can guarantee the quality. The outfits always include just the outfit shown in the pictures. Wig and shoes are sold separately unless otherwise stated.

 

9. What does an outlet mean?


- Outlet products are purchased from Asian outlet stores. Outlet products have the same satisfaction guarantee as other products, but the product is 2nd quality. The warranty does not cover any defects in the product.

 

10. How do I contact Lenzishop Customer Service?


 - Our customer service team will assist you with all matters by email at mail (at) lenzishop.com, telephone 040-8568120 (fin/eng), and on social media on Facebook and Instagram.