Frequently Asked Questions

Products

Lenses

My thread is damaged. Can I get a new lens?

We ran hundreds of lab tests when engineering our product. We experienced that if the lens is screwed into the lens interface in a normal way (without adding too much force) its thread cannot be damaged.

However, some customers encountered accidents where they screwed and unscrewed the lens with over-excessive power which led to damage on the lens thread or lens interface. In this case the warranty is not valid anymore.

We know that if a valuable items breaks that this can be a very upsetting and frustrating situation. Because we want to keep you happy, you can send us the broken lens to our office provide us with the order number, and once the item has arrived we are happy to give you a coupon code and additional up-to 50% discount* on your next lens.

*subject to condition of the item

How to carry Lemuro lenses?

We know that you are passionate about taking photos and always ready to snap amazing shots everywhere you go. However, we do not recommend to have the lenses attached to the case permanently. It is safer to attach them only when you actually want to use them. We designed a phone neck strap that can be attached to the Lemuro phone case. It basically allows you to wear your phone like a digital camera. That way the mobile phone can remain attached to the phone almost permanently.

Are Lemuro goods very durable?

We designed our products with great care and with a high level of quality and resistance. If you use our equipment in a normal way, it will last you for a long time. However sometimes things can break. There are several causes for that such as wrong use or in unfortunate cases also bad production quality. We recommend to read carefully the handling instructions before using Lemuro products

 

Cases

How to insert my phone in the Lemuro case?

Slide the top of your phone into the upper part of the case first, and then gently press your mobile device with both thumbs into the case.

Do it the other way around if you want to remove your phone. We recommend to withdraw the bottom part of the case first as the lens interface otherwise might be damaged or bent.

Are Lemuro goods very durable?

We designed our products with great care and with a high level of quality and resistance. If you use our equipment in a normal way, it will last you for a long time. However sometimes things can break. There are several causes for that such as wrong use or in unfortunate cases also bad production quality. We recommend to read carefully the handling instructions before using Lemuro products

 


Order Info

 

Ordering

What payment methods do you accept?

We except all sort of payment methods, such PayPal, credit cards from Visa, Mastercard, American Express, Discover Card, JCB Card and Dinners Club. In the upcoming months, Apple Pay will be accepted as well. If you want to stay informed, please subscribe on our newsletter.

I ordered without using my coupon, is it possible to apply after?

It´s not a big issue for us. Just contact us on help@lemuro.co with your order number and the  discount code, and we will refund the difference back to your original payment method.

Very important:

–       Coupon codes need to be valid at the time of use and cannot be expired
–      
 Coupon codes can’t be used on discounted items
–       Each order can only apply one voucher per acquisition

Do you offer Discounts and Sales?

We are a relatively young brand and sometimes reward our customers with special discounts. Subscribe to our newsletter and get notified about our ongoing promotions.

Do I have to pay taxes?

Unfortunately taxes and duties are dictated by local governments and both companies and individuals have to respect them. Please note that taxes and duties are the responsibility of the customer. Every country has is own tax regulation that may apply in your case, but doesn´t have to necessarily. If it does so, don´t worry, it only has to be paid once.

Can I track my order?

Yes, most destinations can be tracked. But it really depends on the country you live in.
Once you placed your order you will receive a confirmation email with the order number.
When your item is processed and shipped, you will get another email that confirms shipping and in addition you receive a tracking number. We recommend to all our customers check the status of your shipping at www.track17.net. If you have any difficulties to locate your order, feel free and contact us on our website help@lemuro.co, we are happy to assist you.

Can I cancel my order?

Did you receive a confirmation already? Please retrieve the order number from your confirmation email, and send a message to help@lemuro.co immediately, we still might be able to cancel if it hasn’t shipped yet. 

Once your purchase is confirmed and processed with our shipping agent however, your order can’t be cancelled anymore. After you had received your parcel, and you still feel like changing it, please refer to the Return and Refund Policy and follow the steps indicated there.

I just placed my order. Can I still change it?

As an international eCommerce business, we operate from different time zones. Therefore, we cannot guarantee that changes always work out as you requested.

However, within the first 12 hours after placing your order, your purchase is USUALLY still in process.

Orders are processed as they come in, and are shipped out the same or the next day. If you change your mind after you placed your order:

Send us an email to (help@lemuro.co). We do our best to satisfy you.

How can I create an account?

Our webpage and all the information contained, is open for everyone. There is no need to create an account. However you can register when placing and order. If you wish to get informed about Lemuro, feel free to subscribe to our newsletter.

Can I get reimbursed, if a product drops in price?

We know that it is such a disappointment when you buy something in our store, and a few days later the price of it drops. If this is the case, we are happy to reimburse you the difference, as long as you purchased the item directly with us and within 7 days since it was ordered. If one of those situation above applies to you, please contact us on help@lemuro.co, add your order number and we are happy to assist you.

 

Shipping

Terms and conditions that constitute our Shipping Policy

Worldwide standard shipping generally takes up to 1-2 weeks, but varies from country to country. For some international destination the order MAY take more than 4-6 weeks to reach the final target, but it all depends on customs clearance and infrastructure of the recipient country.

Shipment Processing Time

The general order processing time takes between 1-2 days. On weekends and public holidays orders cannot be processed, shipped or delivered.
If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email.

Delays

Delivery delays can occasionally occur, when there is no one to receive the order at the domicile at the time. Please consider holidays can also lead to delays. Incorrectly provided shipping information can give us and the carrier hard time. Please make sure you give us your exact address details.

Shipping Confirmation & Order Tracking

Once you completed your purchase, you will get an immediate confirmation. Within 24 hours you will receive a separate confirmation that your order has shipped including the tracking number. This information will be provided in a separate email.

Customs, Duties and Taxes

Nobody enjoys taxes & customs, but they are an important obligation that nobody can avoid. We are not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
 
Once the parcel reaches its destination country, import duties or customs can be charged. The recipient of the order is responsible for all such charges.
 
If for some reason the order is sent back to us and it is damaged, for the following reasons refunds cannot be applied:
–              The items were returned because the customer refuses to pay import duties or customs.
–              Customer provided us with wrong address details and order is sent back.

Damage

For damages and lost items that occurred during shipping of your product, we cannot be held liable. If you received your order in damaged condition, please contact the shipment carrier to file a claim.
If all else fails, please get in touch with our assistance team directly at help@lemuro.co

Problems with the tracking information?

We are happy to help you with any issues, but the information provided through the tracking number is the same for us. Therefore we recommend you to get in touch and resolve the issues with the carrier directly. If everything goes wrong, then please come and get in touch with our assistance at help@lemuro.co

To what part of the world do we ship?

Australia, Austria, Argentina, Barbados, Brazil, Belgium, Bulgaria, Canada, Cayman Is, Colombia, Chile, China, Costa Rica, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Ecuador, Faroe Islands, Finland, Fiji, France, Germany, Greece, Hong Kong, Hungary, Iceland, Indonesia, India, Ireland, Israel, Italy, Japan, Lebanon, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Maldives, Mexico, Monaco, New Zealand, Netherlands, Norway, Panama, Paraguay, Peru, Philippines, Portugal, Poland, Qatar, Romania, Russia, Singapore, Slovakia, South Korea, Slovenia, Spain, Sweden, Switzerland, Thailand, UAE, UK, USA, Uruguay.

If you can´t find your country on the list above, please get in touch with us, and we will find a way to get Lemuro into your country

Shipping Delivery Estimates

Shipping charges for your order will be calculated and displayed at checkout.

Region Standard Shipping Express Shipping
United States (US) US Standard (Est. 1-2 Wks) US Express (DHL: 3-5 Business Days) 
United Kingdom (UK) GB Standard (Est. 1-2 Wks) GB Express (DHL: 3-5 Business Days) 
Germany DE Standard (Est. 1-2 Wks) DE Express (DHL: 3-5 Business Days) 
Singapore SG Standard (Est. 1-2 Wks) SG Express (DHL: 3-5 Business Days) 
Australia AU Standard (Est. 1-2 Wks) AU Express (DHL: 3-5 Business Days) 
Austria AT Standard (Est. 1-3 Wks) AT Express (DHL: 3-5 Business Days) 
Japan JP Standard (Est. 1-3 Wks) JP Express (DHL: 3-5 Business Days) 
South Korea KR Standard (Est. 1-3 Wks) KR Express (DHL: 3-5 Business Days) 
Switzerland CH Standard (Est. 1-2 Wks) CH Express (DHL: 3-5 Business Days) 
France FR Standard (Est. 1-2 Wks) FR Express (DHL: 3-5 Business Days) 
Hong Kong HK Standard (Est. 1 Wk)  
Taiwan TW Standard (Est. 1-2 Wks)  
Belgium BE Standard (Est. 1-2 Wks) BE Express (DHL: 3-5 Business Days) 
Canada CA Standard (Est. 1-2 Wks) CA Express (DHL: 3-5 Business Days) 
Indonesia IN Standard (Est. 1-2 Wks) IN Express (DHL: 3-5 Business Days) 
Israel IL Standard (1-3 Wks)  
Brazil BR Standard (2-3 Wks)  
New Zealand NZ Standard (1-2 Wks) NZ Express (DHL: 3-5 Business Days) 
Netherlands NL Standard (1-2 Wks) NL Express (DHL: 3-5 Business Days) 
Philippines PH Standard (Est. 1-2 Wks) PH Express (DHL: 3-5 Business Days) 
Italy IT Standard (Est. 1-2 Wks) IT Express (DHL: 3-5 Business Days) 
Ireland ID Standard (Est. 1-3 Wks) ID Express (DHL: 3-5 Business Days) 
Poland PL Standard (Est. 1-3 Wks) PL Express (DHL: 3-5 Business Days) 
Mexico MX Standard (Est. 1-3 Wks) MX Express (DHL: 3-5 Business Days) 
India IN Standard (Est. 1-3 Wks)  
Cyprus CY Standard (Est. 1-3 Wks)  
Denmark DK Standard (Est. 1-3 Wks) DK Express (DHL: 3-5 Business Days) 
Estonia EE Standard (Est. 1-3 Wks)  
Finland FI Standard (Est. 1-3 Wks)  
Greece GR Standard (Est. 1-3 Wks) GR Express (DHL: 3-5 Business Days) 
Luxembourg LU Standard (Est. 1-2 Wks) LU Express (DHL: 3-5 Business Days) 
Malaysia MY Standard (Est. 1-2 Wks)  
Hungary HU Standard (Est. 1-3 Wks) HU Express (DHL: 3-5 Business Days) 
Norway NO Standard (Est. 1-3 Wks) NO Express (DHL: 3-5 Business Days) 
Portugal PT Standard (Est. 1-3 Wks) PT Express (DHL: 3-5 Business Days) 
Spain ES Standard (Est. 1-2 Wks) ES Express (DHL: 3-5 Business Days) 
Sweden SE Standard (Est. 1-3 Wks) SE Express (DHL: 3-5 Business Days) 
Thailand TH Standard (Est. 1-2 Wks) TH Express (DHL: 3-5 Business Days) 
Ukraine UA Standard (Est. 1-3 Wks)  
United Arab Emirates AE Standard (Est. 1-3 Wks) AE Express (DHL: 3-5 Business Days) 
Macau MC Standard (Est. 1-2 Wks)  
China CN Standard (Est. 1-2 Wks)  
Rest of the World Standard World (Est. 1-3 Weeks)  

 

When will my order arrive?

Shipment processing time:
The general order processing time takes between 1-2 days. On weekends and public holidays orders cannot be processed, shipped or delivered. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email.

Shipping Confirmation & Order Tracking:
Immediately after you placed your order you will receive a confirmation email. Once we had dispatched your order you will receive another email with the tracking information.

Delays:
Delivery delays can occasionally occur, when there is no one to receive the order at the domicile at the time. Please consider holidays can also lead to delays. Incorrectly provided shipping information can give us and the carrier a hard time. Please make sure you give us your exact address details.

Please check our shipping policy for more details. 

What to do if something is wrong during shipping?

We will always try to help you as well as we can, but the information that the courier provides us is the same for everyone. Therefore, we advise to get in touch with the courier first, and try to resolve the issue with them.

Please understand that we cannot be held responsible for any loss and damage that occurred during transportation.

 

Warranty

How long is the warranty?

We offer a 12 month Limited Warranty for all products that are manufactured by Lemuro.

What is covered?

We will repair or replace original Lemuro products that were used in the appropriate way that they were designed for.

What is NOT covered?

We cannot repair or replace original Lemuro products that were modified, altered or destroyed or used in inappropriate ways.

Please note that Lemuro is not liable for any damages that may result from the use of Lemuro Products. Our warranty does not cover replacements of repairs of property like your personal electronic devices or other items.

We cannot guarantee that the exact product for your claim is in stock at the time when your warranty claim is processed

How do I to submit a return/exchange?

Please send us an email to help@lemuro.co containing the below information to initiate a return.

 

Your email should contain:

·      Order Number

·      Email Address associated with your account

 

Defective Item?

·      Photos help a lot! If you submit a claim, please include a photo or two of the defective item to help the team to better understand the issue.

How long do refunds require?

Processed refunds are usually completed within 14 business days. Refunds will be issued based on your original payment for (e.g. PayPal, Credit or Debit Card, etc.)

Cancelling Orders

Changed your mind last minute? No problem, but please note that items that are already shipped have left our warehouse already and are in transit. The process is therefore not reversible. They must then be returned for a refund. Please understand that the cost of such a return has to be covered by the customer.

To check the status of your order please contact help@lemuro.co

 

Returns

Not 100% satisfied with your purchase?

Here at Lemuro, we are passionate about Photography and Product Design. For every product we create we spend countless hours and aim to be as close to perfection as possible. However, like everything in life, occasionally things don’t go 100% according to plan.

Our refund and return policy is very easy

If you are not entirely satisfied with your purchase or a defect is found on the product you had ordered you can return any item in its original condition within 14 days of receipt. All of the items should come in their intact original packaging and be in unused condition. Please note that additional costs like shipping are not refundable.

Which items are accepted?

Only items from the Lemuro Online Store can be accepted. Should you have purchased from any of our authorized dealers, please contact them directly for returns.

For our international customers, VAT/Custom/Import Duties are the responsibility of the receiver and are non-reimbursable.

 


Connect

 

Can I be an ambassador?

We are always looking for talented new people who want to join our program and support our vision. If you like our products and think you fit into the Lemuro lifestyle, feel free to head over to our Collaborations & Ambassadors section. Drop us a line with a few details here.

How can I distribute Lemuro?

We are looking to partner with international distributors and resellers. Please fill out the form here so we can learn a bit more about your business.

How can I call Lemuro?

We are a small company so unfortunately, it is currently not possible to call us. We are happy to receive your email and answer as fast as we can. You can contact us on hello@lemuro.co. To make sure that we can help you straight away, please include your order number and relevant details about your inquiry, such as photos, older emails, or anything that can help us to resolve your query.

Where can I read about Lemuro in the press?

We have been published by a variety of outlets such as Forbes, GQ, Wired, MacWorld by IDG among many others. We will soon add an extensive list here so you can follow all articles about our brand.

Do you have an affiliate program?

Are you active on Instagram, YouTube or any other channel? Do you want to be part of the Lemuro family and help us promote our products? 

As an an affiliate you can earn commission with every acquisition made by the customers you recommend our products to. 

We want to collaborate with creative minds that love photography as much as we do. Do you think you would be a good match? If yes, then apply here.

 

General

 

Is my data sold to a third parties?

The information provided to us is NEVER sold or shared with third parties. If like to know how Lemuro uses our personal information look into our privacy policy.

Who has designed our products?

Our premium optical lenses and slim iPhone cases were forged by the visionary industrial designer Hamid Bekradi in Milan, Italy. He is the mastermind that planned the sleek design language and the brand identity of the product. You can learn more about the design here.

Can I buy Lemuro anywhere else?

We are an eCommerce business that offers products mainly through our own website. Soon you will find us on marketplaces like Amazon, Lazada, Best Buy and other online retailers.
We are planning to partner with selected retailers very soon. If you want to stay informed about our retail and online expansion, just subscribe to our newsletter and we will inform you about alternative online sales channels and retailers near you.




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