Purchasing Policy


At Lorena Canals we want to offer you the best online shopping experience.


1.Price

Prices in the European zone (countries belonging to the EEC) include VAT applicable in Spain. Prices do not include shipping costs or duty.


2.Tax free

If you reside outside the EU you will be entitled to a VAT refund, unless you have made an exchange/return or you have made a purchase without a receipt. The deadline for applying for the tax refund is three months from the date of purchase. We remind you that the total amount of your order must exceed €90.15 in a single invoice.
To request the tax refund you must send the following documentation to us:
I. Invoice stamped by customs.
II. Photocopy of your passport to prove that is not an EU passport.
III. Certificate of your bank account so that we can pay the refund.

3. Shipping

Check the shipping rate by country.

Between 24 and 96 hours delivery

For EU orders the delivery will be made within 72 hours of purchase. For countries outside the EU, the delivery time will be between 10 and 20 days, depending on the destination country. Orders placed on the weekend or public holidays will be processed on the next business day. Packages will be shipped through our transport agency.

Orders must be received before 3 pm in order to be sent out thenext day.

5.We will keep you informed

After placing your order you will receive an email with confirmation of your order. Within 72 hours, when your order leaves our logistics warehouse, we will send you an email with the tracking number so that you can check the status of your order at any time in the control panel of our logistics operator.

If you have any preferences in terms of delivery times or special requests, such as leaving the package at reception, if the order is for a company, etc. you can specify this by leaving a comment when ordering in the “comments” field and we will pass this on to the carrier.

The delivery is considered complete when the product is handed over to the customer by the carrier and the customer signs the delivery note. The recipient is responsible for verifying the products upon receipt and raising any issues or complaints that may be justified.

6. Product sheets

The images we display use the most accurate color possible. Due to differences in com-puter monitors, we cannot be responsible for variations in color between the actual product and that which appears on your screen. Note that in some cases the patterns and colors may vary according to size. The lengths and widths of the rugs may differ slightly in relation to the published dimensions. Please note that there may be some slight variation since they are carefully and individually hand made with natural dyes, so that each rug is unique. No two are the same. This variation is not a manufacturing defect.

7. Warranty

Our products come with a two year warranty. All our products are designed and manufac-tured with the utmost care. However, the warranty is void if faults or damage occur due to the misuse, a lack of maintenance or care contrary to our instructions. The purchaser must read the appropriate instructions and recommendations found in the instructions for use provided with the product. Our customer service department has an after sales service to solve any problems you may have with our items. This offers a fast and efficient service to our customers.

8. Payment methods

LORENA CANALS ON LINE S.L will only except payment by credit or debit card (Visa, Visa Electron, MasterCard and AMEX), PayPal, or bank transfer. Payment with a credit or debit card? LORENA CANALS ON LINE S.L accepts payment for purchases made through its website using the following credit or debit cards: Visa, Visa Electron, MasterCard and American Express. The money will be taken online, in other words in real time, through the payment gateway of the bank in question, once it has been established that the data are correct.
Payment with PayPal? LORENA CANALS ON LINE S.L accepts payment with Paypal.
Payment by bank transfer. All the costs of making the payment by transfer will be paya-ble by the customer. For payments by transfer, customers will be informed of the account number where the transfer should be paid. As a reference, the customer must indicate their order number and full name. The customer has a period of 3 working days from the date of placing their order to make the transfer. The order will not be considered accepted until the payment by transfer has been received. If after this time LORENA CANALS ON LINE SL has not received the corresponding amount, the order will be canceled.

9. Secure Payment

For Lorena Canals, security in online purchases is imperative. All transactions are carried out through secure payment systems and confidential payment details are transmitted directly and in an encrypted format (SSL) to the bank. The information is sent with 256 bit encryption, preventing security problems and any customer data from reaching third parties. The Spanish Data Protection Agency recommends installing a digital certificate. Certificates come with third party liability insurance in the event of a failure to cover damages.

10. Events beyond our control.

We do not accept any responsibility for any failure or delay in fulfilling any of the obliga-tions we assume under a contract because of events outside our reasonable control ("Force Majeure").
Force Majeure includes any act, event, lack of exercising, omission or accident beyond our reasonable control including, among others, the following:

I. Strikes, lockouts or other industrial action.
II. Civil unrest, riot, invasion, terrorist attack or terrorist threat, war (declared or not) or threat or preparation for war.
III. Fire, explosion, storm, flood, earthquake, subsidence, epidemic or any other natural disaster.
IV. Inability to use trains, ships, aircraft, motor transport or other means of public or private transport.
V. Inability to use public or private telecommunications networks.
VI. Acts, decrees, legislation, regulations or restrictions imposed by any government or public authority.
VII. Strike, failures or accidents in sea or river transport, mail transport or any other type of transport.

It will be understood that our obligations under the contract will be suspended during the period for which the Force Majeure continues and we will have an extension in the dead-line for complying with these obligations of a period of time equal to the duration of the Force Majeure. We will use all reasonable endeavors to ensure that the Force Majeure comes to an end or to find a solution that allows us to fulfill our obligations under the con-tract despite the Force Majeure.

11. Exchanges and Returns

The online store of Lorena Canals operates the exchange and return policy indicated below. This policy will only apply to products purchased in the Lorena Canals online store.

General questions:

Contact us and inform us of your intention to exchange/return a product by sending an email to: atencionalcliente@lorenacanals.com.
Exchanges or returns may not be made in any of the distributors of Lorena Canals.
If you would like to exchange your item for an alternative one, we suggest that you return the original and purchase the new item separately .

Return/exchange procedure:

1. Download the Return/Exchange Form here(link incluir hoja).
2. Fill in the form with the details of your purchase and the reason for your ex-change/return and tell us if you are interested in an exchange or whether you would like a full refund.
3. The product must be returned in the same condition and packaging in which you received it. If you do not have the original packaging, this should be re-placed with one of similar measurements and capacity.
4. Ensure that you have a copy of the delivery note/invoice received with your order.
5. Include both documents in the package with the product.
6. We recommend using recorded and insured delivery to be able to track the status of your return delivery. If the item is returned/exchanged within 14 days of receipt of order, Lorena Canals will pay the shipping fees. If carried out later, these will be payable by the customer.
7. The delivery can be made through a courier company.
8. Lorena Canals will not accept shipments payable on delivery and we accept no responsibility for lost shipments.
9. Remember that the product should be returned within 14 days after receipt of the order.

10. The return address is:

Lorena Canals On line S.L
C/ Alejandro Goicoechea, 6 local 8
08960- SANT JUST DESVERN
Barcelona (Spain)

Upon receipt of the products at our warehouse, we will provide a full refund within 10 business days, using the same means of payment with which the purchase was made, including shipping costs.

For more information or clarification regarding the exchange and returns policy, contact: atencionalcliente@lorenacanals.com.