Frequently Asked Questions
a.i. Why should I sign up?
As well as the usual benefits – saving your favourite shipping addresses for quick checkout, you will also have access to a number of exclusive services created to bring you a personal, luxury store experience, like Auctions Access.
a.ii. I’ve forgotten my password – what should I do?
Don’t worry – on every page of the site where you are requested to log in, you will find a “Forgotten your password?” link. We will send you an email with instructions for choosing a new password, and you will be back in your account within minutes.
Remember you can change your password and email at any time when you are logged in.
a.iii. Are my personal details safe?
We know safety is important on the internet, which is why we use state of the art data protection protocols that encrypt the information and make it totally illegible. This ensures the safety of your details both in your account and during payment.
a.iv. How do I subscribe to your Newsletters?
Can’t wait to get trend updates, be the first to shop new arrivals, access exclusive promotions and discover special in-store events? We don’t blame you. Register to Lacantus.com now and sign up!
a.v. I don’t want to receive Newsletters from you anymore, how do I unsubscribe?
We’re sorry to hear that! Unsubscribing is very easy: you can find an “Unsubscribe” link” in all our Newsletters, or you can change this preference in your account settings.
If too many emails bother you, but you like to stay on trend and discover the latest news from us when you feel like it, you can follow Lacantus.com on Twitter, Facebook and Instagram.
- EXCLUSIVE SERVICES
b.i. What exclusive services do you offer?
We believe in a special shopping experience, that makes you feel relaxed, gorgeous and unique. That is why we provide a number of extra services for our registered customers online:
– An Affiliate Program inviting you to join now! You can generate incomes just by sharing our products or content. For marketing specialists, bloggers, influencers, youtubers, or website owners.
– We link Affiliates with Crowdfunding holders in order to promote a Crowdfunding project at the highest level of communication, sharing their profits.
– Access to our Exclusive Products, from all over the world, for Auctions.
– Collect all the items in your Wish List before deciding what to purchase.
b.ii. How can I purchase a LACANTUS Gift Card?
Our Gift Cards make fantastically fashionable presents you can’t go wrong with.
You can purchase online, here in Lacantus.com:
- Online Gift Card – Our Gift Cards are easy to use, to make everyone happy. They can be used online at Lacantus.com. You can use your Gift Cards to make full, or partial payments. You can check all details of your Gift Card in the Account section.
b.iii. Can I return an order purchased using a Gift Card?
Of course you can: any order placed online is eligible for a refund, regardless of the payment method, as long as you request the return within 14 days from delivery or pick-up.
- PRODUCT INFORMATION AND AFTER-SALES ASSISTANCE
c.i. Are the items I see online the same ones you have in your Stores or Warehouse?
Our online store presents a timeless Collection of High Quality. If you’ve seen an item in one of our social networks, in a magazine or editorial, but you can’t find it on Lacantus.com, contact our Customer Care service.
c.ii. Can I ask you to order for me items that are not available on Lacantus.com?
We will do our best to find that special piece you’ve been looking for and have it delivered to you in no time. Contact our Customer Care service for more information.
c.iii. Where do we deliver and what are the delivery costs?
We deliver anywhere in the world. Mostly shipping costs are OFFERED.
- ORDERS, PAYMENTS AND RETURNS
d.i. How do I place an order online?
Exactly as if you were in one of our stores: browse our catalogue, pick out the items you love in your size and favourite colour, and add them to your Shopping Cart. At checkout, you will just need to enter a valid delivery address and choose the payment method. Credit / debit card data is encrypted and safely transferred to the bank, while if you choose PayPal, when you confirm your order you will be directed to the PayPal website automatically.
We will send you an email to acknowledge the purchase with a full recap of your order. You will find all the details of the order also in your account.
d.ii. When will the order be delivered?
Please keep in mind, that many of our products are designed by hand, by real craftsmen, while other are antiques, estate or vintage objects. This means that your payment will not be accepted, and the order will not be completed, until we can confirm that your product is ready to be shipped. This process can take between 1 or 2 business days. If the product is not available, we will surely contact you, to offer you a product with similar characteristics. Additionally you have to take into account, the shipping time that can vary between 10, 15 or 20 days depending on the Country (distances) that the product has to travel. For more details, read our Terms and Conditions. We appreciate your understanding.
d.iii. What happens if no-one is available when the courier delivers the order?
In some cases, depending on your product type and price, the courier will request a signature, it is important to choose an address where you or someone else will be available during office hours (for example at a concierge or work address). If you need any help organising the delivery, please don’t hesistate to contact us.
d.iv. Can I change the delivery address after I’ve placed the order?
If the order has not left the LACANTUS offices/warehouses, you can email firstname.lastname@example.org and indicate the order number and the new delivery address. Our Customer Service will confirm if the address change is still possible.
d.v. Can I make any changes to my order after I’ve placed it?
Please contact us as soon as possible and we will do our best to make the requested modifications. Please note that, once you receive the shipment confirmation, we cannot make any changes to your order anymore. However, you can easily return products for a refund after delivery.
d.vi. Can I cancel my order?
Please contact us as soon as possible: if the order has not yet been forwarded to the Offices, we will be able to cancel it. If the order is already being prepared, we will not be able to block it.
d.vii. I was wrong delivery address, what to do?
Do not worry, if your order has not been sent yet, contact us immediately and we will be happy to update your information. Otherwise, and in accordance with our general conditions of sale, once an order has been sent from our warehouse, no further changes can be made.
d.viii. Missing items to my order, where are they?
We work with multiple vendors, when you order, each vendor takes care of a particular product. If you order 3 different items, you will receive 3 different packages and these will arrive at different times (some will be faster, others will be slower). On the other hand if you order 2 times the same product, then they will all be sent in 1 single package.
d.ix. Is your site secure?
This site is 100% secure. Here’s why :
SSL Certificates are small data files that digitally bind a cryptographic key to an organization’s details. When installed on a web server, it activates the padlock and the https protocol and allows secure connections from a web server to a browser. Typically, SSL is used to secure credit card transactions, data transfer and logins, and more recently is becoming the norm when securing browsing of social media sites. Most sites only secure their “shopping cart” and everything related to order settlement. On this site, ALL PAGES are secure and can not be hacked or can not be the target of malware.
d.x. Why is my credit card/PayPal account not accepted?
There are various possible reasons: we suggest you check that the card or payment method associated with your PayPal account has not expired. Please also check that you’ve entered the numbers and data correctly, including the expiry date and CVV.
If you continue experiencing this issue, don’t hesitate to contact us for further assistance.
- ONLINE STORE ASSISTANCE
e.ii. How can I contact you for if I have any questions?
Our Customer Care is at your disposal from 9 am to 6 pm, Monday to Friday: send us an email at info@Lacantus.com.