HELP CENTER MENU

I have not received order confirmation email!

Order confirmation email is sent automatically as soon as the order is placed and should be delivered to your inbox almost instantly. Before anything, please check your spam and junk folder as some email filters can trap such transactional emails there. If the email is not there, then the problem could be due to some technical issues. You can always view your order and check its current status in the customer account, but if you ordered as a guest without creating an account, please, contact us and we will resend order confirmation for you.

My order has not arrived yet!

Delivery delays are a rare occasion, and usually quickly resolvable as most of the packages we send are trackable.

Most of the time, when delays occur, they are for reasons beyond our control (for example, due to holidays or very bad weather ), which affect the delivery time. If your order status has changed to “SENT” and you still have not received it after the estimated delivery date, please contact us and we will do everything we can in order to help you.

My package has been returned to you, what now?

If you somehow did not manage to pick up your package on time it will be returned to us. If that happens we can send the package back to you, or refund your order, and you can place the order again. You may be liable to pay return shipping expenses, please, refer to our return policy or contact us for more information.

How can i check my order status?

Sign in to your customer account to view your current order status or past order history. From there you can view current status of your order and find tracking information if order is already sent.

What do the different order statuses mean?

There are multiple statuses for your order depending on which stage of processing it is at. Below is a list of the statuses you will see when checking your order’s progress.
Pending – each new order placed will enter the system with this status. This status means that additional input is needed in order to further process the order. If you chose to pay by Bank transfer, this is the status you will see until we receive and approve your payment.
Processing – this status means that the order is fully paid for and currently being prepared so that it can be shipped.
Completed – your order has been shipped and will arrive with you in the specified time frame. Please note, your order cannot be amended at this stage.
Canceled – your order has been canceled due to your request or automatically if payment has not been received within 3 working days.

Please contact us if you believe that your order is in wrong status or status has not progressed in timely manner.

Can I cancel my order after I have placed it?

There is a limited time window in which you can cancel or alter your order. Please log into your customer account and check the current status of your order. If the status shows Pending or Processing we might be able to cancel or alter your order – please contact us, but if status shows Completed, then unfortunately its too late to make any changes.

You can always return your order to us once you’ve received it. For more information on how to return your order click here.

I ordered the wrong product!

Please contact us as soon as you discover mistake in your order. If your order is in processing stage, we might be able to make required changes, but as soon as we complete and ship your order, it cannot be amended anymore.

You can always return your order to us once you’ve received it. For more information on how to return your order click here.

Which countries do you ship to?

Currently, we can ship to selected countries within the European Union. Unfortunately, we won’t be able to deliver if your destination is in EU, but not listed as an option in country selector or you live outside the EU.

Can I change shipping method or address?

Once the order is placed, you cannot change its delivery details by yourself. There is a limited time window in which you can cancel your order, but you must contact us as soon as possible. If order is already processed and shipped then, unfortunately, it’s too late even for us to make any changes. In this situation, we can ask delivery company to return package back to us and resend it as soon as we receive it. You will be liable to pay return-shipping fees in this situation. Please, refer to our return policy or contact us for more information.

What are the shipping costs?

We are based in and our primary market is Baltic States region, so naturally deliveries to Estonia, Latvia and Lithuania will be the quickest and least expensive, but we always try our best to offer attractive and competitive shipping prices to all other destinations within EU.

The following table shows the estimated shipping costs and delivery time.

Please note that shipping costs are based on a number of factors such as shipping method you choose and the weight of the parcel.
Exact shipping costs are calculated during the checkout.

Where can I get a discount coupon?

We do have times when we will offer an additional discount to our registered customers and newsletter subscribers and that is for holiday promotions. For example, we might offer discounts on Black Friday as well as some other popular holidays. However, these are always temporary.

What is your refund policy?

We offer 30 days refund guarantee. We want to make sure that you always have exactly what you want. If you decide that a product you ordered isn’t what you need and you haven’t opened it, we can issue a refund, exchange or issue store credit equal to the price of the product. What you choose is completely up to you.

Please see our “Returns & Exchanges” help section for more detailed information.

How can I return item / order?

To make a return just contact us by sending email to support@lyl.eu and mentioning your order number and reason for return. In response, you will receive an e-mail with a confirmation of the return request, a return form, and a RET number.

Can I return or exchange an unopened/unused product?

We offer 30 days refund guarantee. We want to make sure that you always have exactly what you want. If you decide that a product you ordered isn’t what you need and you haven’t opened it, we can issue a refund, exchange or issue store credit equal to the price of the product. What you choose is completely up to you.

To make a return just contact us by sending email to support@lyl.eu and mentioning your order number and reason for return. In response, you will receive an e-mail with a confirmation of the return request, a return form, and a RET number.

Return postage is at your own cost and risk, but we can help by arranging pickup which will cost you only the amount equal to the cheapest shipping rate we have for your destination.

When your parcel arrives back with us, you will be contacted again regarding an alternate product, credit or refund.

Can I return or exchange an opened/used product?

We only accept returns of unused and unopened products. In case you want to file a complaint about a product, please contact our customer support.

Customer Account

You can visit our website, read articles and other materials, browse products and check on offerings without giving us any personally identifiable information. However, in order to provide users and subscribers with the most efficient and enhanced personalised service and attention, we may request information about you in certain circumstances and collect certain information automatically. For the convenience of all of our customers and to better serve you, we create and maintain a customer account that includes all the collected personal information we may have. There you can update or correct your contact information or change your preferences about receiving offers and information from us at any time.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:
– Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
– If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by unsubscribe link in the email you receive or by changing communication settings in your customer account.
– If you no longer want us to use your personal information or to provide you with the services, you can request that we erase your personal information and close your account.

When will I receive my order?

Once the order is complete, you will receive a notification with an estimated delivery date. Shipping table shows current delivery times. You can also login to your account to check the status of your order.

Please note that while we do our best efforts to deliver your purchase within the estimated timeframe, despatch and delivery times are estimates only and are not guaranteed. Stated delivery time excludes weekends and public holidays.

What is my tracking number?

If the selected shipping method provides tracking, you will receive a track & trace number with ‘Shipping Confirmation’ email and SMS. There you’ll also find a link that you can use to view the tracking information.

Please note, that in some cases it can take up to a day before you are able to see the tracking number online. However, sometimes an error may occur due to the carrier. Therefore, we advise you to contact us if you are not able to track your shipment with provided track & trace number even 24 hours after dispatch.

Wrong/damaged or missing product?

First of all, we hope you will accept our apologies for any shipping error. Our warehouse tracks and scans each product before packing it in order to eliminate any packing error, but unfortunately, from time to time mistakes can happen, however, we pride ourselves on being able to react quickly and efficiently to any problems.

In case you have received a wrong/damaged product or found a mistake in your order, please contact our customer support. We will fix the mistake as soon as possible and you can rest assured to get the right product at no extra costs.

Privacy Policy

This privacy policy sets out how we use and protect any information that you give when you use this website. We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

How your personal information is used?

Here is the most important thing we don’t do with it – we do not sell or rent any personally identifiable information about you to any third party, nor will we share your information with third parties for marketing purposes.

The primary reason we collect your personally identifiable information is for the purpose of fulfilling your order.

We may pass your information to our third-party service providers and other associated organizations for the sole purposes of completing tasks and providing services to you on our behalf (delivery, payment processing).

We may use your personal information to send you promotional content which we think you may find interesting if you have previously agreed to us using your personal information for direct marketing purposes (you may change your mind at any time following the unsubscribe / opt-out links provided in all communications from us. Alternatively, you can do this by emailing us.)

Information we collect

You can visit and browse our website without giving us any personally identifiable information, however, we need to collect some personally identifiable information for the purpose of fulfilling your order.

Information we will collect when you make a purchase at our store:
– Your full name
– Email address
– Billing / shipping address
– Phone number
Sometimes you may want to voluntarily share this or similar information with us even without making a purchase. These situations include entering a contest or sweepstakes through our website, signing-up for our newsletter or voluntarily registering on our website to use features, like a Wishlist.

How long we retain your information

We retain your personal information for as long as is necessary to provide the services to you and others, and to comply with our legal obligations. If you no longer want us to use your personal information or to provide you with the services, you can request that we erase your personal information and close your account.

Use of cookies

A cookie is a string of information that a website stores on a visitor’s computer, and that the visitor’s browser provides to the website each time the visitor returns.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. Disabling cookies, however, may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Your Data security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

We implement standard Internet security measures to protect your sensitive information. Your connection to our website is encrypted with Secure Socket Layer (SSL) technology, stored behind a network firewall, and is accessible only to a limited number of people, who are required to keep the information confidential. We respect the privacy of the visitors and take great care to protect your information.

We do not store any financial information on our servers, like credit card information. This data is securely collected from you by payment processor and is never shared with us.