Help Center

Welcome to the LordsWorld Help Center

Welcome to the LordsWorld Help Center. Here you can find practical information about customer accounts, VAT, payments, orders, fulfilment, delivery, warehouse collection, withdrawal requests, returns, refunds and customer support.

This page provides general guidance. For complete contractual and legal information, please refer to the dedicated policies mentioned throughout this page.

Creating a Customer Account

Creating a LordsWorld account allows you to:

  • save billing and delivery addresses;
  • complete checkout more quickly;
  • review current and previous orders;
  • access order details and available tracking information;
  • submit online withdrawal declarations;
  • review the status of withdrawal requests under Your withdrawals; and
  • receive account related and order related communications.

For a more accurate shipping estimate, customers are encouraged to create an account and save the intended delivery address.

The final delivery address entered or selected for the order is authoritative and may change an earlier shipping estimate displayed on a product page.

Customer Status and VAT

During registration, checkout or order verification, customers may be asked to provide information concerning their country, billing status, company details and VAT number.

The applicable VAT treatment depends on factors including:

  • the customer’s location;
  • whether the customer is acting as a consumer or business;
  • the delivery destination;
  • the validity of any VAT number supplied;
  • the nature of the transaction; and
  • applicable Italian and European tax rules.

Selecting a customer group does not by itself guarantee VAT exemption or reverse charge treatment. LordsWorld may verify the information supplied before confirming the applicable tax treatment.

Customers must provide complete and accurate billing and tax information.

Payment Methods

Payment may be made using:

  • a method displayed on the website or at checkout;
  • an eventual alternative payment method made available for the specific transaction; or
  • another payment method expressly agreed between LordsWorld and the customer.

Available methods may include bank transfer, credit or debit card, PayPal, Stripe supported payment services or other payment methods made available for the order.

The availability of a payment method may depend on the customer’s country, order value, currency, transaction risk, product type or other operational conditions.

Payment services may be operated by independent banks, card networks or payment facilitators.

For further information, please refer to the Secure Payment page.

Placing an Order

Customers can search for products, select available variants, add products to the cart and complete the purchase through checkout.

Before confirming the order, please verify:

  • the selected product and variant;
  • the quantity;
  • technical compatibility;
  • dimensions and specifications;
  • availability or preparation time;
  • billing and delivery addresses;
  • VAT information;
  • the selected fulfilment or delivery method; and
  • the final order total.

For technical, specialised, heavy or compatibility dependent products, customers are encouraged to contact LordsWorld before ordering where clarification is required.

Order Confirmation and Acceptance

After an order is submitted, the customer receives an order confirmation or acknowledgement by email.

The order may remain subject to verification of:

  • payment;
  • product availability;
  • price accuracy;
  • tax information;
  • delivery or collection feasibility;
  • fraud and security checks; and
  • other logistical or operational requirements.

If LordsWorld cannot fulfil an order as submitted, the customer will be informed and may be offered an eventual alternative product, delivery method, preparation period or another arrangement expressly agreed between the parties.

Order Preparation and Dispatch

Order processing normally begins after payment confirmation.

The time required before dispatch or collection depends on:

  • the availability shown on the product page;
  • the warehouse or supplier responsible for the product;
  • whether the product is in stock, procured, assembled or manufactured on demand;
  • packaging or palletisation requirements;
  • the selected fulfilment method; and
  • any alternative arrangement agreed for the order.

An estimated carrier transit time begins only after the goods have been prepared and handed over for delivery.

Estimated Shipping Cost on Product Pages

Shipping costs shown on product pages are estimates.

The estimate may be based on:

  • the destination country and postcode;
  • the available delivery address information;
  • product weight and dimensions;
  • volumetric weight;
  • historical transport data;
  • carrier or logistics provider rates; and
  • other available logistical information.

For a more accurate estimate, customers should enter the intended destination country and postcode or use a saved delivery address.

The final cost may change after the complete cart, quantity, delivery address, packaging and logistical requirements are known.

For oversized, heavy, palletised, fragile or specialist products, an automatic estimate may not be available. In such cases, the customer may be asked to request a personalised delivery quotation.

For complete information, see the Estimated Shipping Cost on Product Page.

Fulfilment and Delivery Methods

Available fulfilment and delivery methods depend on the product, destination, dimensions, weight and logistical requirements of the order.

An order may be fulfilled through:

  • Standard - Customer Carrier Pickup From designated warehouse;
  • a third party delivery service displayed or quoted by LordsWorld;
  • an eventual alternative carrier or logistics provider made available for the order; or
  • another method expressly agreed between LordsWorld and the customer.

LordsWorld sells goods and does not independently operate as a carrier.

Where a third party delivery service is selected, the transport is physically performed by an independent carrier or logistics provider.

For complete information, see the Shipping and Delivery Policy.

Standard - Customer Carrier Pickup From Designated Warehouse

Where available, customers may select Standard - Customer Carrier Pickup From designated warehouse.

Under this method:

  • LordsWorld prepares the goods for collection;
  • transport is not included;
  • the customer collects personally, where suitable, or appoints and pays a suitable carrier; and
  • the exact collection warehouse and instructions are communicated after order verification.

LordsWorld uses different warehouses and logistical locations. Customers must not assume that collection will take place at a previous warehouse, at the registered office or at the return address.

The customer or carrier must wait for written confirmation that the order is ready before arranging collection.

For complete information, see the Warehouse Pickup page.

Order Tracking

Where tracking is available, the customer will receive a tracking reference or link after dispatch.

Tracking information may also be available under My Orders or the relevant order details page.

Some specialist freight, pallet, dedicated vehicle or manually coordinated delivery services may not provide conventional online tracking. In such cases, updates may be provided by email, telephone or directly by the logistics provider.

Tracking data is generated by third party systems and may be delayed, incomplete or temporarily inaccurate.

Delivery Appointments

Depending on the selected service, the carrier may contact the recipient by telephone, SMS, email or another communication method.

An automated message, expected delivery date or rescheduling notice does not necessarily constitute a guaranteed appointment.

Where a formal delivery appointment or time critical service is required, it must be requested and expressly accepted before dispatch.

Delivery Damage

If a package appears damaged, opened, tampered with or incomplete, customers should:

  • record a detailed written reservation on the carrier’s delivery document;
  • take photographs of the packaging, labels and damage;
  • retain the packaging and protective material; and
  • contact LordsWorld as soon as reasonably possible.

Where collection is performed by a customer appointed carrier, the customer or carrier should inspect the external condition and number of packages at collection.

For complete return and damage procedures, see the Returns and Refunds Policy.

Goods Marked as Delivered but Not Received

If an order is marked as delivered but has not been received, contact LordsWorld as soon as possible at [email protected].

Please provide:

  • the order reference;
  • the tracking number, where available;
  • the delivery address; and
  • confirmation that household members, neighbours, reception personnel and any indicated safe place have been checked.

Customers are encouraged to report non receipt within 15 working days of the delivery status update because carrier evidence and investigation procedures may be time sensitive.

This is an operational reporting request and does not automatically extinguish mandatory consumer rights solely because a report is made later.

Right of Withdrawal

The statutory Right of Withdrawal applies to eligible consumer distance purchases and is separate from defective goods returns, delivery claims and commercial returns.

Registered customers may submit an online withdrawal declaration from:

  • Order History; or
  • the relevant order details page.

Select Withdraw from contract, choose the concerned product and quantity, review the declaration and confirm submission.

The online function accepts one product line per withdrawal declaration. Separate declarations must be submitted for different products contained in the same order.

After submission:

  • a unique request reference is generated;
  • an acknowledgement is sent by email;
  • a PDF copy of the applicable withdrawal policy is attached; and
  • the request can be reviewed under Your withdrawals.

The available administrative statuses are:

  • Received;
  • Under review;
  • Completed; and
  • Rejected.

A rejected request remains recorded. Any dispute or request for clarification concerning a rejection should be sent by email, quoting the withdrawal request reference.

For complete information, see the Right of Withdrawal Policy.

Returns and Refunds

The Returns and Refunds procedure applies to issues such as:

  • defective goods;
  • incorrect products or quantities;
  • missing components;
  • transport damage;
  • goods not conforming to the contract;
  • manufacturer warranty procedures; and
  • commercial returns expressly accepted by LordsWorld.

A return or refund claim is not the same as exercising the statutory Right of Withdrawal.

To request a return, repair, replacement or refund, customers may:

  • use Product Returns, where available;
  • open the relevant order under Order History; or
  • contact [email protected].

Please include the order reference, affected product, quantity, reason for the request and any useful photographs, videos, serial numbers or other supporting information.

Do not return goods before receiving instructions unless immediate action is reasonably necessary to preserve legal rights or prevent further damage.

For complete information, see the Returns and Refunds Policy.

Order Changes and Cancellation

If an order has not yet entered preparation, procurement, production or dispatch, LordsWorld may be able to accommodate a requested change or cancellation.

Customers should contact LordsWorld as soon as possible.

Requested changes are not guaranteed and may affect:

  • price;
  • availability;
  • VAT;
  • preparation time;
  • delivery or collection cost; and
  • other order conditions.

Any eventual alternative arrangement will apply only after confirmation by both parties where required.

A request to cancel an order is separate from exercising the statutory Right of Withdrawal after an eligible consumer contract has been concluded.

International Orders

LordsWorld may fulfil orders throughout Europe, the Mediterranean region and other destinations where a suitable collection or delivery arrangement is available.

For destinations outside the European Union or territories with special customs status, the recipient may be responsible for:

  • import VAT;
  • customs duties;
  • brokerage or clearance fees;
  • inspection charges;
  • storage costs; and
  • other destination country charges.

These charges are not included unless expressly stated or agreed.

Customers must provide any information or documentation reasonably required for customs clearance.

Complaints and Dispute Settlement

Customers are encouraged to contact LordsWorld directly before beginning a formal dispute procedure.

Complaints should include the order reference, a description of the issue, the requested solution and any relevant evidence.

The former European Online Dispute Resolution platform is no longer operational.

Consumers may still have access to recognised national or cross border Alternative Dispute Resolution procedures and may seek assistance from the European Consumer Centres Network where appropriate.

For further information, see the Dispute Settlement page.

Legal and Policy Information

For complete information, consult the following pages available in the Legal Information or Customer Service sections of the website:

  • Terms and Conditions of Use;
  • Right of Withdrawal;
  • Returns and Refunds;
  • Shipping and Delivery;
  • Warehouse Pickup;
  • Estimated Shipping Cost on Product Page;
  • Dispute Settlement;
  • Secure Payment; and
  • Privacy Policy.

Contact Us

For general assistance:

Email: [email protected]
Telephone: +39 320 3222 325

For shipping, delivery, collection or non receipt matters:

Email: [email protected]

Please include the order reference whenever your enquiry concerns an existing order.

Last updated: 3 August 2026.

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