ORDERING
Q: How long does it take to process an order?
A: Orders are typically processed within 1-2 weeks. During busy periods, such as holidays, processing may take longer.
Q: Why are processing times so long?
A: Unlike large businesses focused on fast delivery of mass-produced items, Lana Royals is a two-person team managing every step of the process. Most of our products are custom-tailored, which means we’re not simply packaging pre-made items – we’re creating them from scratch. Crafting unique, high-quality pet wear takes time, and we truly appreciate your patience as we bring your special order to life!
Q: Can I cancel my order after placing it?
A: If you need to cancel your order, please contact us within 24 hours of purchase. Orders already in production cannot be canceled.
Q: What happens if I make a mistake in my order details?
A: If you notice an error, contact us immediately at lanaroyals.petwear@gmail.com. We’ll do our best to correct it before production begins.
Q: I’m worried I might not be measuring my pet correctly.
A: Don’t worry! We’ve got a detailed measuring guide page to help you out. If you’re still unsure, feel free to reach out to us on Instagram (@lana_royals) or via email at lanaroyals.petwear@gmail.com – we’re happy to assist!
SHIPPING
Q: Do you ship internationally?
A: Yes! We ship worldwide.
Q: How much does shipping cost?
A: Shipping costs vary depending on your location and order size. You’ll see the total shipping cost at checkout.
Q: How long does it take for an order to arrive after shipment?
A: Once your order is ready, it will be shipped with a tracking number. Shipping times vary depending on the destination and may be affected by weather or unforeseen circumstances.
- Portugal: 1–3 days
- Europe: 1–2 weeks
- Everywhere else: 2–3 weeks
If your order hasn’t arrived within the expected time frame, contact us, and we’ll be happy to assist you.
Q: How can I track my order?
A: Once your order is shipped, you’ll receive a tracking number via email. You can track your order using the following link: Track Your Order.
Q: My order hasn’t arrived yet. What should I do?
A: If your order is delayed, please contact us, and we’ll assist you in filing a complaint with the shipping provider.
Q: Will I have to pay customs or import fees?
A: Customers are responsible for any customs or import fees that may apply. Please check your country’s regulations before ordering.
RETURNS & REFUNDS
Q: Can I return an item for a refund?
A: Returns are only accepted for ready-to-ship items. You must contact us within 14 days of receiving your order to initiate a return.
- Eligibility: Only unused and unwashed items are eligible for returns. Custom-tailored or made-to-measure items are non-returnable and non-refundable.
- Return Process: The goods must be returned to our location no later than 30 days from the day you received your order.
- Refund Details: Return shipping costs are the customer’s responsibility. Refunds cover the item value only; shipping costs are non-refundable. Refunds will be issued using the same payment method used for your purchase.
If you encounter any issues with your custom order, please contact us with photo or video proof of the problem, and we’ll do our best to assist you.
PRODUCT CARE
Q: Are Lana Royals products durable?
A: Our products are crafted with durability in mind. However, they are not indestructible and will not withstand chewing or tearing.
Q: How do I care for my pet’s clothes?
A: Care instructions are included with every product, and we keep them consistent across all items to help you maintain their quality and ensure they last longer.
- Machine wash on a hand-wash, wool, or delicate cycle
- Maximum washing temperature: 30ºC (85ºF)
- Do not bleach
- Do not tumble dry
- Do not dry clean
- Dry flat
- Iron at a low temperature (max 110ºC / 230ºF)
For wool garments, we recommend hand-washing or using the wool cycle on your machine to preserve their shape. Please note that you are responsible for any damage caused by incorrect washing.
CUSTOMER SUPPORT
Q: What’s the best way to contact you?
A: You can reach us via email at lanaroyals.petwear@gmail.com or DM us on Instagram @lana_royals.
Q: What are your customer support hours?
A: We aim to respond to messages within 24-48 hours, Monday through Friday.
Q: What should I do if I don’t hear back from you?
A: If you don’t receive a response within 48 hours, please check your spam folder or try reaching out again.
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If you haven't found the answer to your question, feel free to reach out to us on Instagram (@lana_royals) or email us at lanaroyals.petwear@gmail.com. We're happy to assist!