Help & Contact
Do you have a problem or concern? Take our word for it - we've solved completely different problems before!
Write to us, we'll take care of it.
Do you have a problem or concern?
Is your problem or concern not listed in the FAQs? No problem. We're by your side, get in touch!
📞 +49 (0) 209 60010060
frequently asked Questions
We can answer most questions directly. Check out frequently asked questions in our FAQs. If your request remains unresolved, please do not hesitate to contact us.
How does an order work?
In our LENZ online store, our products can be ordered very simply and easily from home. Our two categories " LENZ Innovations " and " LENZ Basics " make searching easier.
Alternatively, certain products can be found quickly using the " search function ". Information on colour, size, weight or variations, etc. is available on the respective product page. Some products can be configured individually.
Products can be purchased directly via the " Buy now " button. Alternatively, these can be placed in the shopping cart in order to view and add to other products.
The last information about the order, such as delivery address or payment method, is specified in the checkout . We will then send you an order confirmation by email.
We're sorry. We will of course take care of it if your product was delivered damaged, wrong or incomplete.
Please use the contact form to reach us.
How do I get a gift voucher?
You want to make someone happy? Perfect!
The LENZ team is available to you via our contact field for gift vouchers. Write to us and we'll tell you how to proceed.
Where do I enter my discount code?
Saving is always good. With your discount code you can save directly in the online store or with official offer requests.
In the store you enter your code in the checkout , where it will be booked directly.
If you request a product individually or in larger quantities , we will book your discount in an offer.
What payment options are available to me?
To make the payment quick and easy, you have several options.
These include: Visa, Mastercard, American Express, Maestro, Klarna invoice, Sofort, Shop Pay, Apple Pay, Google Pay, PayPal or Amazon Pay.
How do I get a copy of my invoice?
You will receive your invoice, sustainably, by email .
If you have not received one, check the e-mail address you entered in your customer account and contact us.
Shipping and delivery
I entered an incorrect address, what can I do?
You can change and adjust all of your personal information in your customer account. To do this, log in with your user data.
If you have discovered an incorrect delivery address after placing your order, please contact us immediately. We try to redirect the order so that it still reaches you. If the order progress is too far, contact us anyway. We do everything we can to ensure that you receive your product.
Where is my order?
If your product takes longer than usual, don't worry. Everyone gets their orders.
There may be delays in shipping or our logistics team is very busy. We are always available via the contact field if you have any questions about your order.
Are goods really shipped in a climate-neutral manner?
All our goods are packaged in a climate-friendly manner and shipped in a climate-neutral manner.
For this purpose, the emissions caused by climate protection projects are offset by the shipping service provider.
How long does delivery take?
When you have completed your order and successfully completed the payment, the order will be received by our logistics team.
We usually ship your product 1-2 working days later at the latest. Shipping can take up to 5 working days.
For some products, individual production leads to longer delivery times. This is best found in the respective product description.
My customer account
Do I need a customer account to order?
However, we recommend it. If you want to place further orders later, you can access your saved address data. You can also use it to get special offers or discounts.
Help, I've misplaced my password!
Take a deep breath and exhale!
We're getting that straight too. Either reset your password yourself and enter a new one. A password reset will be sent to the email address you provided.
Alternatively contact us and we will reset it for you.
How can I subscribe to or unsubscribe from the LENZ newsletter?
You can register for the LENZ newsletter at any time and free of charge . You will receive all important new information and the best discounts and special offers. At the end of each page you will find the "To the LENZ newsletter" field. Enter an email address here and then confirm an activation email in your email folder.
Don't want any more emails from us? Write us why! A logout button is available on the login page and in your customer account. Alternatively, you can unsubscribe at any time via the email address firstname.lastname@example.org .
I want to change my personal details
You can change and adjust all your personal information in your customer account .
To do this, log in with your user data.
Where and how do I reach LENZ?
We are truly lazy LENZ er. But don't worry, we are always available to our customers.
Look under contact , there you will find some possibilities to approach us.
What are you doing to protect the climate?
As a startup, climate protection is very important to us. In addition to digital work and low consumption, we produce our products sustainably.
Whether upcycling or high-quality materials for long-term use, everything for our quality.
Our goods are also shipped climate-neutral.