FAQ

Simply browse our collections, add your favorite items to the cart, and proceed to checkout. Enter your shipping and billing information, select your preferred payment method, and confirm your order. You will receive an order confirmation email shortly after.

We accept the following payment methods:

• Credit & Debit Cards: Visa, Mastercard, American Express, Diners Club, and Discover
• Digital Payments: Apple Pay, Google Pay, and PayPal

All available payment options will be displayed at checkout.

Yes. Our website uses SSL (Secure Sockets Layer) encryption to protect your personal and payment information during transmission. All transactions are processed through secure payment providers, and we do not store your full credit or debit card details on our servers.

Orders are processed within 1–3 business days. If you need to modify or cancel your order, please contact us as soon as possible at hello@lorengs.com. We will do our best to assist, but we cannot guarantee changes once an order has been processed or shipped.

Enter your discount code in the designated field during checkout and click "Apply." The discount will be reflected in your order total before payment. Please note that only one discount code may be used per order unless otherwise stated.

Orders are processed within 1–3 business days (Monday through Saturday, excluding holidays). Standard shipping transit time is 5–8 business days. The estimated total delivery time is 6–11 business days from the date the order is placed.

Orders placed after 6:00 PM Pacific Time (PT) will begin processing on the next business day.

We offer Free Standard Shipping on all orders delivered within the United States, unless otherwise specified at checkout. We do not charge hidden handling fees, packaging fees, or unexpected surcharges.

Currently, we provide shipping for orders delivered within the United States. Please stay tuned — international shipping may be available in the future.

Once your order ships, you will receive a shipping confirmation email with a tracking number (if tracking is available for your shipment). Please allow 24–72 hours for tracking information to update after the tracking number is issued.

If your package is significantly delayed, arrives damaged, is missing items, or is marked as delivered but you have not received it, please contact us at hello@lorengs.com within 7 days of the delivery date or estimated delivery date. Include your order number and relevant details, and we will help investigate and find an appropriate solution.

You may request a return within 30 days of receiving your item. To be eligible, the item must be unused, unworn, and in the same condition as received, with original packaging, tags, labels, and accessories. A valid proof of purchase (order confirmation or receipt) is required.

Items marked as "Non-Returnable" at the time of purchase are not eligible for return.

Contact us at hello@lorengs.com with your order number, the item you wish to return, and the reason for return. Our team will review your request within 1–2 business days. If eligible, we will provide return authorization instructions, including an RMA number and the designated return address.

Please do not mail any return before receiving authorization — returns sent without an RMA number may not be accepted.

For returns due to customer preference (wrong item ordered, changed mind, wrong size/style), the customer is responsible for return shipping costs. Original shipping fees are non-refundable for such returns. We do not charge a restocking fee.

For defective, damaged, or incorrect items, we will provide return shipping support if the issue is confirmed to be our error.

Once your returned item is received and inspected, approved refunds will be issued to your original payment method within 3–7 business days. Please note that your bank or credit card provider may require additional processing time before the refund appears in your account.

We offer replacements for items that are defective, damaged, or incorrect upon arrival. For general exchanges (different size, color, or style), we recommend returning the eligible item first and placing a new order for the item you prefer.

Yes. We carefully review all products available on our store to ensure they meet our standards for design, quality, and presentation. Every item is selected with attention to usability, material quality, and craftsmanship.

To keep your bag in great condition:

• Wipe clean with a soft, damp cloth as needed
• Avoid prolonged exposure to direct sunlight and extreme heat
• Store in a cool, dry place when not in use
• Avoid overloading beyond the bag's intended capacity
• For specialty materials, follow any specific care instructions included with the product

Please inspect your order upon delivery. If your item arrives defective, damaged, or incorrect, contact us within 7 days at hello@lorengs.com with your order number, a description of the issue, and clear photos. If confirmed to be our error, we will provide a replacement, refund, or return shipping support.

We stand behind the quality of our products. If you receive an item with manufacturing defects, please contact us within 7 days of delivery with photos and your order number, and we will work with you to find a suitable resolution.