SHIPPING
How long will it take for my order to arrive?
For shipments to Spain (Peninsula and Balearic Islands):
- For purchases of NON-Customized products → Delivery time is 1 to 2 business days.
- For purchases of Customized Products → Delivery time is 2 to 5 working days.
*During discount periods, delivery times may be longer than usual.
In any case, we will always try to shorten shipping times as much as possible in order to ensure a quick and efficient reception of your orders.
The delivery time for customized orders with international shipping is 15 working days.
Of course, we always warn you. Once your order has been processed, you will receive an email informing you that your order is in process. In the following hours, your purchase arrives at your agency (as soon as it arrives, you will be notified with another email).
From there, in no more than 72 hours the courier company will make the delivery; if you are not there, they will try again. If in none of these attempts they manage to deliver your purchase, do not worry! Your shipment will be in the agency for 5 working days, in this case you should contact customer service so that our colleagues can arrange a new delivery of your order.
Do you ship internationally?
Yes, Lonbali ships worldwide.
If your order is destined for a country outside the European Union, it may be subject to taxes, duties and taxes u other charges due to local or customs legislation. Lonbali is responsible for shipping but not for any local charges.
The buyer shall be responsible for all customs charges associated with the importation of the product.
Please note that for customs reasons, your order may also be delayed.
My order has not arrived. What can I do?
- Check in your email that you have received the email from CORREOS Express, with the tracking link of your order, there you will be able to see all the information of the status of the shipment.
- Log in to your account Lonbali to check that your delivery address is correct.
- Check if the courier company has left you a notification, maybe a relative/neighbor has received your order in your absence.
RETURNS AND REFUNDS
I placed an order and I don't want it, can I return it?
Yes, you have 30 days from the date of shipment of your order to return your purchase from Lonbali.com. Items must be in perfect condition. Please note that Personalized products cannot be returned.
Products purchased on or after January 15 will be subject to the standard 30 calendar day return policy.
These are the options for returning your merchandise:
- Return to a delivery point
- Return from home
- Return to official store Lonbali
To make a return at a point or request a home pickup, you can do it from the section of Returns.
How long do I have to return an order?
You have 30 days from the date of purchase to return your lonbali.com order free of charge.
How to make an online return?
- Access our returns portal by clicking here: [Returns].
- Request your refund and follow the steps indicated.
- Once approved, you will receive a confirmation email and a return label that you must print and attach to the package.
- Reimbursement will be made upon receipt of the goods in our warehouse and verification of their condition.
Refund period: The refund will be made as soon as possible and, in any case, within a maximum of 15 days from receipt of the returned product.
Can I return my purchase to an official Lonbali store?
You can go to any of our official Lonbali stores ( Lonbali points of sale in El Corte Inglés will not be accepted) presenting the confirmation email of your order.
Important: If you made your purchase at a Lonbali store located in El Corte Inglés shopping centers, the return must be handled exclusively at that same establishment. Official Lonbali stores cannot handle returns of purchases made at El Corte Inglés, nor can El Corte Inglés handle returns of purchases made at official Lonbali stores.
Can I return a customized product?
No, customized products are non-returnable.
What condition does the bag have to be in to be returned?
The bag must be in perfect condition, with no signs of use, and must include all original accessories:
- Label
- Strap
- Base
- Organizer
- Dust cover (if applicable)
I have made an online purchase, can I return the product in one of your physical stores?
Yes, you can go to any of our official Lonbali stores, presenting the order confirmation email.
How do I manage an online return?
- Access the returns portal here.
- Fill out the application form.
- You will receive a confirmation email and a return label.
- Print and attach the label to the package.
Once the product has been received and verified in our warehouses, you will receive the refund within a maximum period of 15 days.
Can I cancel or cancel an order from the online store?
As we want you to receive your order as soon as possible, our logistics team is already preparing it.
Once you have purchased a product in our store, it is automatically processed, so we cannot cancel it. You can see how to return your order here.
Please note that Personalized products cannot be returned.
Remember that you have 30 calendar days to return it from the date of delivery. Once we have received it we will check that everything is correct and in 15 working days we will refund the amount of your purchase. The products cannot be opened.
What happens if I bought in a Lonbali store located in El Corte Inglés?
Official Lonbali stores cannot handle returns of purchases made at El Corte Inglés, nor can El Corte Inglés handle returns of purchases made at official Lonbali stores.
I received a damaged product from the store, what should I do?
If you have received a damaged product, in order for us to help you, you must follow the steps below:
- Contact us, within a maximum period of 14 calendar days from receipt of order, through our (form) and provide the following information:
- Order number.
- Reason for return.
- Product name and photo.
- In order for us to manage the collection of the product you have received damaged, you must indicate the time slot in which you would have more availability, within the hours of 09:00 to 18:00, with a margin of at least 3 hours.
- Place your(s) item(s) in its original packaging, (or in a similar one if you no longer have it).
- Close the package so that the product is not exposed or visible e the delivery note or, failing that, a piece of paper indicating the number "Order XXXXXXXXXX".
- Once the pick-up has been arranged, we will send you a reference number so that you can track the shipment.
I have changed my mind about one of the products I bought, can I exchange it for another one and return it?
If, for any reason, you are not satisfied with your order, you can always return it within 30 calendar days of receipt of the order.
You can make the return here.
Can I reuse the Welcome discount if I return an order?
No. The Welcome discount is exclusive for the first purchase and cannot be applied again if you make a new purchase. In addition, shipping costs are non-refundable.
What products can be returned?
- Returns will only be accepted for non-customized products.
- The bag must be in perfect condition, with no signs of use.
- Must include all original accessories:
Label, strap, base, organizer and dust cover (if applicable).
Additional conditions:
- If you have used the Welcome discount, remember that it is only applicable to your first purchase and cannot be reused on new orders.
- Shipping costs are non-refundable.
POST-CUSTOMIZATIONS
What is a post-customization and what is the deadline to apply for it?
A post-customization allows you to customize your bag after purchase. You have 30 days from the date of purchase to request it.
How can I request a post-customization in store?
You can go to any of our official Lonbali stores, presenting the original purchase receipt or order number.
A new order will be generated with the desired customization, which will be sent to the store within 3 to 5 working days, or to your home address.
Important: If you choose home delivery, this will have an additional cost that must be paid in the store when placing the new order.
Post-customization terms and conditions
You have 30 days from the date of purchase to request a post-personalization of your bag. You can manage it in the following ways:
- In store:
Go to any of our official Lonbali stores presenting the purchase receipt or the original order number. A new order with the desired personalization will be processed and shipped back to the store within 3 to 5 working days, or to your home address.
Important: If you prefer to receive the bag at your home address, the shipping will have an additional cost, which must be paid in store at the time of placing the new order.
- Online (for purchases made on lonbali.com):
You can also manage the post-customization from the section "Returns" section of our website, requesting the return of the original order, either in the form of a gift card or refund.
Once the return has been processed, you can place a new order with the customization of your choice.
To opt for this option, we recommend that you contact our customer service team in advance by writing to: lonbali.
It is essential that the bag:
- It is in perfect condition, with no signs of use.
- Include all original accessories: tag, strap, base, organizer and dust cover (if applicable).
It is essential that the bag is in perfect condition, with no signs of use.
Personalization cannot be done if the bag shows signs of use.
Important: If you made your purchase at a Lonbali store located in El Corte Inglés shopping centers, the return must be handled exclusively at that same establishment. Official Lonbali stores cannot handle returns of purchases made at El Corte Inglés, nor can El Corte Inglés handle returns of purchases made at official Lonbali stores.
How do I manage a post-customization if I bought onlinelonbali.com)?
You can process it from the section "Returns" section of our website, requesting:
- The return of the original order,
- Receiving the amount in the form of a gift card or reimbursement.
You will then be able to place a new customized order.
Recommendation: Before starting this process, please contact our customer service team at lonbali for personalized assistance.
What condition should the bag be in to be able to post-personalize it?
The bag must meet the following requirements:
- Be in perfect condition, with no signs of use.
Include all original accessories: tag, strap, base, organizer and dust cover (if applicable).
Can I post-personalize a bag purchased at El Corte Inglés?
Yes, in this case, the return must be handled exclusively at the same place of purchase.
PAYMENT METHODS
What are the accepted payment methods?
The following payment methods are available:
Credit cards: Visa, MasterCard, MasterCard Maestro and American Express.
PayPal - This payment method involves a handling fee of 1% of the amount of your purchase with a minimum amount of 0.90 €. Paypal payment takes a few minutes to be processed and confirmed.
Klarna - After clicking on "Pay Now", you will be redirected to Klarna - Pay in installments without interest to complete your purchase securely.
Bizum - After clicking "Pay Now", you will be redirected to Pay with Bizum by MONEI Pay to complete your purchase securely.
¿Es seguro el pago con tarjeta?
The security of the information that customers delegate to Lonbali.com is one of our top priorities.
Our system is totally secure. The card data is stored in an external entity that has the SSL certificationa standard of secure payment on the network that provides security in the authentication and privacy of the information you enter on our website through the use of cryptography, as well as the seal Online Trust. Both guarantee the total security of the payment on our website, enjoy your purchases!
Payment verification process
Due to the new European PSD2 regulation, you may be required to perform a verification step when paying with a credit or debit card during the checkout process.
There are several methods, but the most common ones are based on verifying the payment through your bank's app, on your cell phone or with a temporary one-time use code.
I have placed an order, can I request an invoice?
If you have placed an order in our store and would like an invoice, please send a message to: lonbali
I haven't decided on a gift yet, can I buy a gift card?
Yes, you can see our options, to give our Gift Card.
SHOPPING AT LONBALI
Apart from the online store, do you have physical stores?
Why didn't I receive the order confirmation email?
Check your junk or spam folder, your confirmation email may be there.
If you can't find it, you can write to info@lonbali.com and we will locate it for you.
If you want to be sure to receive future mailings from us, please add us to your junk mail list and make sure that the email address you used for your purchase is the correct one.
What happens if the item I receive is damaged or defective?
We work very hard to ensure that our products are of the highest quality and free of defects. But even for us it is difficult to have everything under control.
However, if you have a problem with a defective or damaged item, please contact our customer service colleagues at lonbali and our colleagues will help you with anything you need.
What does it mean when a product is on pre-order?
Purchasing a product on PRE-ORDER means that you will have bought a product that is not in stock but will be in stock in a short time.
To pre-order a model, you will need to add it to your purchase as if you were placing a normal order. You will then need to follow the checkout process as usual, please note that if you place a pre-order, it will be treated as a normal order and will be charged when you place the order. Orders for that product will start to be shipped from the date indicated on the product card.
If your order contains a mix of pre-order and in-stock items, we will make a single shipment on the date that is scheduled for pre-order.
I wanted to buy a bag but it seems to be sold out, I need it! What can I do?
If when you are going to buy a product and it is out of stock, you can ask us to notify you, by email, once we are back in stock. Simply indicate the email address where you want to be notified.
Once on the page of the product you are interested in, you must click on the option "Let me know when it is available" and we will do it! You will receive an email e when you can buy it again in our online store.
CUSTOMIZE
I have seen that it can be customized, how do I do it?
Here we tell you the steps to personalize our products with your initials stamped on them and here you can see a video of how to do it:
- Choose the model you like the most (shopper, crossover, handheld...) and click on it.
- Once inside the product page, click on the "Customize" button that you will see just below the price.
- When you are on the customization screen, click on the "Text" button at the top right on desktop or at the bottom of the screen on mobile.
- You can then add your initials to the item, your name or any text you wish, using the "Text to add to your design" box.
- Once you have chosen the text, select the font in "Font", the color, the font size and, if you want, apply a drop shadow. You will see a preview of how the initials look on the bag.
- If you want to add more text, click on the "Add another text" button. In the mobile version, you have the option "Update text" to modify it; on desktop, you can change it directly in the "Text to add to your design" box.
- In the preview you can change the place of the text by dragging and dropping it, rotate it, increase or decrease its size, and delete the text if you have made a mistake. Note that the text must fit inside the customization area.
- When everything is ready, just click on the "Add to cart" button... and you will have your bag with your initials!
Please note that customizations are made with vinyl and / or embroidery depending on the model. Please note that these customizations are made by hand and handcrafted so they may have small variations (size, color or position ...).
I have customized my bag but I made a mistake in the personalization, what do I do?
Yes, you can customize it during the first 30 days after purchase, without having used the product. If you do not know how to do this, please contact our customer service team via this email at ilonbalibali.com and they will help you do it.
My bag is personalized but a letter has fallen off. What can I do?
If you have dropped a letter, please contact us atlonbali and we will help you manage how we will bring back your bag for repair.
What to take into consideration when customizing?
- The maximum size of each customization layer cannot exceed 15x15cm.
- The size of the letters and/or stickers is always approximate. We will always try to be faithful to the design created by the client.
- The colors are always approximate since there is always a difference between the colors on the screen and the colors in real life.
- In the case of inserting initials below the logo, Lonbali will always try to center the letters with respect to the logo.
- The customizations are made with vinyl and / or embroidery depending on the model. It should be noted that these customizations are made by hand and handcrafted so they may have small variations (size, color or position ...).
- The personalization is not glued with glue, in any case we do not recommend the use of glue to adhere the personalization.
As mentioned in several sections, we remind you that customized orders are non-returnable.
PROMOTIONS
My code does not work, what can I do?
1) Make sure you have entered the code correctly and clicked the "Apply" button.
2) Make sure that the purchase you are making complies with the code conditions (validity date, minimum amount, specific product, exclusive promotion...).
3) We remind you that you can only use one promotional code per purchase, and promotions are not cumulative.
If you still can't get it to work, send us your request and we will solve it. We would appreciate it if you could include a screenshot of the error so we can fix it as soon as possible.
It is important that you contact us before placing the order, because once the order has been placed it will not be possible to apply the promotional code. Remember that we will contact you within 48 working hours.
I forgot to add a code, what can I do?
If you have forgotten to add the promotional code to your order, please contact our Customer Service team and they will help you to solve it.
How does the free shipping work, is it only for mainland Spain or does it also include the Balearic Islands?
Shipments will be free for the Peninsula e Balearic Islands.
Will I receive a full refund if I return a sale item?
If you return a promotional item, you will receive a refund of the amount you paid for it, i.e. the discounted price. Be sure to check our return policies for more details.
