YOUR FAQs

To quickly find answers to your questions, check Lanaform's Help section.

YOUR FAQs

  • How do I place an order?

    Use the shopping basket and follow the simple steps: after selecting your products, you will be guided through a 5-step process. Our online store is open 24 hours a day, seven days a week.

    Step 1: Log in/Register

    If you have never placed an order with us before, you will need to set up a customer area. To do this, you simply need to type in your email address and complete our registration form. Make sure that you type your email address correctly as we will use this to send you updates on the status of your order. Existing customers can log in using the email address and password they provided when placing their first order and then clicking on "Continue" to send the order.

    Step 2: Delivery

    Select your preferred delivery method from the available options. The delivery periods shown start from collection of your parcel by our carrier.

    Step 3: Payment

    One or more payment methods will be displayed depending on your chosen delivery method. Simply select your preferred option.

    Step 4: Summary

    Check the details of your order in the summary: item(s), delivery method and delivery charge. At this stage, you can still amend quantities, choose an alternative delivery method, update the billing and/or delivery address, enter a promotional code or even remove an optional service.

    Step 5: Confirmation

    This step confirms that your order has been placed. You can then print your order confirmation.

  • How can I cancel my order?

    You can cancel your order at any point before making payment.

  • When will my order be dispatched?

    If the products are in stock, your order will be dispatched within 48 hours of being validated by our team.

  • My parcel has been dispatched, but I haven't received it. What can I do?

    First of all, check the tracking information for your parcel on the carrier's website. If the delivery appears to be in progress, please wait until the estimated delivery date. If your parcel is being held by the carrier, please collect it from the address shown on the card left by the carrier in your absence. Please check the order tracking details as well to make sure that the delivery address advised in your order is correct.

Ordering online

FINDING A PRODUCT

Lanaform endeavours to make the online purchasing process and browsing on our website as simple as possible.

ORDER PROCESS

Use the shopping basket and follow the simple steps: after selecting your products, you will be guided through a 5-step process. Our online store is open 24 hours a day, seven days a week.

  • How do I add items to my shopping basket?

    Add the items of your choice to your shopping basket one by one. When you are asked to confirm your final basket, the screen will display the total value of your order and the delivery charges for each available delivery method.

  • How do I place an order?

     

    Step 1: Log in/Register

    If you have never placed an order with us before, you will need to set up a customer area. To do this, you simply need to type in your email address and complete our registration form. Make sure that you type your email address correctly as we will use this to send you updates on the status of your order. Existing customers can log in using the email address and password they provided when placing their first order and then clicking on "Continue" to send the order.

    Step 2: Delivery

    Select your preferred delivery method from the available options. The delivery periods shown start from collection of your parcel by our carrier.

    Step 3: Payment

    One or more payment methods will be displayed depending on your chosen delivery method. Simply select your preferred option.

    Step 4: Summary

    Check the details of your order in the summary: item(s), delivery method and delivery charge. At this stage, you can still amend quantities, choose an alternative delivery method, update the billing and/or delivery address, enter a promotional code or even remove an optional service.

    Step 5: Confirmation

    This step confirms that your order has been placed. You can then print your order confirmation.

  • I can't confirm my basket. What can I do?

    Our order process requires your computer to accept "session cookies". Session cookies save the items you add to your basket in order to place the order. If session cookies have been disabled, you will need to amend your browser options accordingly. Alternatively, you can place your order by telephone.

PRICES AND AVAILABILITY

When you confirm your order by selecting a payment method, the sale is concluded (agreement on goods and prices).

PAYMENT

When you make a purchase on our website, one or more payment methods will be displayed on the screen. Simply select your preferred method.

  • How can I pay by debit or credit card?

    Debit and credit card payments are processed securely on our banking partner's encrypted web page using the SSL (Secure Socket Layer) technology. This protocol guarantees the confidentiality of the information you provide. SSL technology eliminates the risk of hacking in relation to debit or credit payments. All your payment information is encrypted from your computer through to the bank's server. Under no circumstances does Lanaform store your card details. You will therefore need to enter your payment information each time you place an order on our website.

  • My debit/credit card payment has been declined. What can I do?

    First, check the expiry date on your card to make sure it is still valid. If your transaction has been declined, this could be because you have exceeded your authorised limit. Please contact your bank to check the amount of this limit.

  • What happens when my payment is received?

    On receipt of your payment, our team will validate your order. This validation step automatically initiates preparation of your order (subject to available stocks).

DELIVERY

Lanaform offers you one or more delivery methods depending on the products ordered.

  • Where do you deliver to?

    You can find a list of countries we deliver to on the "Delivery" page.

  • What are the delivery lead times?

    Lanaform promises to deliver to addresses in Belgium within a maximum of 3 to 4 days, starting from the day after you place your order with us.

    Any other delivery time stated is provided purely as a guideline. The delivery periods shown on the website are average lead times consisting of our order processing time plus our carriers' transport time.

  • What are the delivery charges?

    Depending on the total value of your purchases, your order may qualify for free delivery. For details of delivery charges, refer to the "Delivery charges" section.

    This charge will also be displayed in your shopping basket.

Returns

GENERAL TERMS AND CONDITIONS FOR RETURNS

If you wish to return a product to us, contact us in advance to clarify the process you need to follow.

If you are returning a product for repair (due to a fault), if you no longer have the original packaging you can use any suitable box that will protect the product during transport.

We strongly advise you to send your parcel by registered post or recorded delivery and to take out, if applicable, insurance covering the market value of the goods with the carrier to guard against any loss or damage.

Please note that your product must be returned in its original condition. Any incomplete product will be sent back to you. Make sure that you include all the accessories supplied with your purchase (packaging, cables, manuals, covers) in their original box.

  • Are the return postage costs refunded?

    No penalty is applied should you wish to exercise your right of withdrawal. You will be obliged to pay only the return postage costs.

  • How will I receive my refund?

    If you return a product within seven days of its delivery to you, Lanaform will issue a refund using the payment method you originally selected.

  • How can I track my return?

    We will send you an email advising you of the process we will apply for your returned product.

  • The amount of my refund doesn't match. What can I do?

    If you have requested a refund for a product that has not been dispatched, the amount refunded corresponds to the value of the product and the associated delivery charges. Please note that refunds of delivery charges are calculated pro rata to the number of parcels sent.

FAULTS

All products sold as new by Lanaform are covered by a 2-year commercial warranty (excluding accessories and consumables).

  • How can I return my product under warranty?

    In the event of a fault or any difficulty using your appliance, please contact us directly to allow us to:

    • make a preliminary diagnosis of the fault or defect
    • check the warranty period for your product
    • in the case of products under warranty, confirm coverage of these repairs
    • obtain a return agreement and inform you of the process to follow

    This will help us to process your repair faster.

  • What happens if repairs are not covered by the commercial warranty?

    If the cause of the fault is not covered by the warranty conditions (for example: signs of impact, oxidisation, incorrect usage, etc.), unfortunately Lanaform will be unable to cover the repair costs.

    In this case, we will send you a quotation for the repair. We will notify you by email, accompanied by a quotation. You can then choose one of the following three options:

    • Accept the quotation for the repairs.
    • Decline the quotation (if you wish to collect your unrepaired product, our workshop will apply an administration fee for the preparation of the quotation and diagnosis of the fault).
    • Abandon your device at no additional cost

PRODUCT DELIVERED IS NOT THE SAME AS THE PRODUCT ORDERED

If the product you receive is not the same as the product you ordered (wrong item reference, incorrect colour, features stated on the item sheet not included, etc.), please return the item to us for an exchange or refund.

On receipt of your return by our After-Sales department, a technician will check the contents and condition of the returned product. We will send you an email confirming receipt of your return by our After-Sales department.