Have a question? We’ve gathered the most common ones below to help you shop with confidence. If you still can’t find what you’re looking for, don’t hesitate to reach out — we’re always happy to help.
ORDERING
1. How long does it take to process an order?
Because each item is handmade and custom-tailored with great attention to detail, orders are typically processed within 1–2 weeks. During busy times like holidays, it may take a bit longer.
It’s just the two of us thoughtfully creating each piece to ensure the perfect fit and quality — thank you for your patience, it truly means the world to us!
2. Can I cancel my order?
We accept cancellations within 24 hours of purchase. After that, if your order has entered production, it can no longer be canceled.
3. What if I make a mistake in my order details?
If you spot an error, reach out to us right away at lanaroyals.petwear@gmail.com or message us on Instagram @lana_royals so we can correct it before production begins.
SHIPPING
1. Do you ship internationally?
Yes! We ship worldwide.
2. How much does shipping cost?
Shipping costs vary depending on your location and order size. You’ll see the total shipping cost at checkout.
3. How long does it take for an order to arrive after shipment?
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 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.
Shipping
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Manufacturing
Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
4. How can I track my order?
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.
5. My order is past the expected delivery date. What should I do?
If your order is delayed, please reach out to us at lanaroyals.petwear@gmail.com or message us on Instagram @lana_royals. We’ll look into it as soon as possible and help file a complaint with the shipping provider if needed
6. Do I need to pay customs or import fees?
EU customers: VAT is already included and collected at checkout. You won’t pay anything extra when your order arrives.
Non-EU customers: We don’t collect VAT or import duties at checkout. Instead, your local customs office will charge these fees when your order arrives. These charges are the buyer’s responsibility, so we recommend checking your country’s rules before ordering to avoid surprise costs.
RETURNS & REFUNDS
1. Can I return an item for a refund?
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.
2. Can I exchange an item for a different size?
We don’t offer exchanges, but if you’re unsure about sizing we’re happy to help before you order!
3. I have an issue with my custom order. What should I do?
We put great care into every item and check each detail before shipping. But if something’s not right, please reach out to us at lanaroyals.petwear@gmail.com or via Instagram @lana_royals with photo or video of the problem. We’re here to help — your satisfaction truly matters.
PRODUCT CARE
How do I care for my pet’s clothes?
Care instructions are included with every product, and we keep them consistent across all items to help you maintain their quality without over-complicating care instructions 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.
Still have questions?
Contact us on Instagram (@lana_royals) or send us a message through the website chat. We’ll reply as quickly as possible.