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Customer Care

At Lorenzi, customer satisfaction is the basis of our business, the reason we passionately design and create our offering.  We strive to produce the highest quality products using only ethically sourced materials.  We endeavour to make every interaction with our customers a seamless, friendly and helpful experience.  Our services include:

  • After sales assistance - your continued support is of paramount importance to us therefore should you need our assistance, we are reachable via our website contact form, e-mail address or store and head office telephone numbers as detailed on our "contact" page.

  • Customisation - we are able to customise a design of your choice utilising the leather of your choice. Our range of hides include Ostrich, Buffalo, Calf, and Ostrich Leg.  Python and Crocodile are also available on request.

  • Product guarantee - we stand by our workmanship, the raw materials we use as well as the quality of our fittings.  We therefore guarantee every product that leaves our stores.  However, overloading of handbags and accessories is not recommended as this will shorten the life span of your purchase and will impact the product guarantee.  We also advise our customers to observe the "care instructions" provided with every item purchased. 

Q & A

To make your interaction with us easier, we have listed below some frequently asked questions.  Should you not find the answer you are looking for, head on over to our "contact" page and get in touch.

Do you ship internationally? 

Absolutely, we ship all over the world.  You will however be responsible for the customs, duties and clearance fees (if any) that apply in your specific country.

How long does shipping take?

If you live in the main centers in South Africa shipping will take 2-3 working days.  Outlying areas 3-5 working days.  If you live overseas, shipping will take between 5 - 10 days.

How do you ship?

We only ship door to door using reputable courier services.

How do import duties work and how do I retrieve the goods if I have to pay import fees?

Import costs vary from country to country.  We complete all the required documents for the item to be exported to your country.  Once the parcel arrives the courier company will contact you and advise you of the import charges and the method of payment.  The item will then be released from customs and delivered to your door.

 

Do you supply the cites permits relevant to the chosen exotic skin?

Yes we do, however please keep in mind that only crocodile and python require a Cites permit.  Ostrich and buffalo leather do not fall under the list of endangered species as per Cites and therefore don't require a permit.

Do you accept returns?

Yes we do.  For the full details refer to our "Returns Policy"

Can I cancel an online order?

Yes you can, provided it has not been shipped already.  Please refer to our "Returns Policy"

Do you customise designs?

Absolutely, drop us an email at sales@lorenzi.co.za and chat with Ugo.  We can design patterns as per your requirements using the leather you choose.

Are the colour swatches shown on the "Colours" page accurate representations of the actual colours?

They are as close to the colour as digital media allows.  Remember that every tablet or laptop has a different screen resolution and therefore there may be slight discrepancies.  However, we are always happy to courier colour swatches so you can have a better understanding.

Do you produce for other brands?

Yes we do.  Contact Ugo at sales@lorenzi.co.za.  We are eager to collaborate.

Do you collect our personal information?

Yes, we store your basic details so we can understand your preferences and offer you a personalised service.  Rest assured that we will never sell your personal information to third parties or use your details inappropriately.  We absolutely value your privacy.  We promise not to bombard you with marketing messages. More information can be found in our T's & C's.

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