Frequently Asked Questions
Orders
How will I know that my order was received?
After checkout, an order confirmation will be sent to the email address or telephone number provided with your order.
The confirmation means that we received your order. You will receive separate tracking information after the package has been prepared and transferred to the carrier.
Can I change or cancel my order?
Contact Customer Care immediately at lello@lello.store and include your order number.
We will make every reasonable effort to accommodate your request, but changes and cancellations cannot be guaranteed after an order has entered processing, been packed, labeled, or transferred to the carrier.
An order is not considered canceled until Lello.Store confirms the cancellation.
Why might an ordered product become unavailable?
Our collection includes imported, limited-production, and small-batch products. Occasionally, an item may become unavailable after an order is submitted because of simultaneous purchases, an inventory discrepancy, supplier delay, or damage discovered during our final inspection.
We will contact you before making a materially different substitution. When appropriate, we may offer an approved alternative, wait for restocking, or refund the unavailable product.
Shipping and Delivery
Where does Lello.Store ship?
We currently ship within the fifty United States.
We do not presently ship internationally, to United States territories, or to APO, FPO, or DPO addresses.
How long does order processing take?
Most in-stock orders are prepared and transferred to the carrier within 3–5 business days.
Business days are Monday through Friday, excluding federal holidays. Carrier transit time begins after the package has been accepted by the carrier and is separate from order-processing time.
Does expedited shipping include faster processing?
Expedited shipping ordinarily reduces the carrier’s expected transit time only. It does not reduce our stated 3–5-business-day processing period unless an accelerated processing option is expressly offered at checkout.
How can I track my order?
Tracking information is sent after your package has been transferred to the carrier. Tracking may require 24–48 hours to begin displaying movement.
What should I do if tracking says delivered but I cannot find the package?
Please first check:
- Porches, side doors, garages, mailrooms and parcel lockers
- Building reception or property-management areas
- With household members and nearby neighbors
- The carrier’s complete tracking details
Some delivery scans may appear before final placement, so allow until the end of the delivery day. If the package remains missing, contact lello@lello.store with your order and tracking numbers.
What happens if I entered the wrong address?
Contact us immediately. We will attempt to correct the address, but changes cannot be guaranteed after processing begins.
Customers are responsible for providing a complete and accurate shipping address. Additional shipping charges may apply if a package must be redirected, recovered, or reshipped because of an address error.
Products and Food Information
Are your food products returnable?
Food, beverages, opened consumables, and other products that cannot safely be restocked are generally final sale.
This does not prevent us from assisting when a product arrives damaged, defective, compromised, incorrect, or missing because of a fulfillment error.
What should I do if a jar arrives broken or leaking?
Do not consume or use the product.
Please contact lello@lello.store as promptly as possible and preferably within 48 hours after delivery. Include:
- Your order number
- Photographs of the damaged product
- Photographs of the interior and exterior packaging
- A photograph of the shipping label
- Photographs of any broken seal, leakage, lot code, or date marking
Keep the product, shipping carton, and packing materials until Customer Care confirms that they may be discarded.
What if a product seal appears damaged?
Do not consume a product if its seal is loose, broken, compromised, or shows signs of tampering.
Contact Customer Care and provide clear photographs so that we can review the condition.
Why might my product look slightly different from the photograph?
Many products at Lello.Store are handcrafted, naturally derived, traditionally produced, or made in small batches.
Minor variations in color, texture, finish, dimensions, label placement, natural sediment, or packaging can occur. Such variations are not ordinarily defects when they do not affect the product’s safety, identity, quality, or intended use.
How should I interpret an imported product’s date?
Imported products may use day/month/year rather than the customary United States month/day/year format.
“Best By,” “Best Before,” and similar dates generally indicate expected quality rather than an automatic safety expiration date. Do not consume any product that appears spoiled, swollen, leaking, improperly sealed, or otherwise compromised, regardless of its printed date.
Contact us whenever a date or label is unclear.
Where can I find ingredients and allergen information?
Available ingredient and allergen information is displayed on the product page when supplied by the producer.
Manufacturers may change formulations or labels. Customers with allergies, intolerances, or medical dietary restrictions should always review the complete physical product label before consumption.
Please contact us before ordering when additional manufacturer information is needed.
Returns and Refunds
Can non-food products be returned?
Eligible unused non-food products may generally be returned within 30 calendar days after delivery, provided they remain complete, unaltered, in their original condition and packaging, and suitable for resale.
Contact us before returning anything. Unauthorized returns may be refused.
How quickly should I report an order problem?
Visible shipping damage or leakage should preferably be reported within 48 hours after delivery.
Other damage, defects, missing products, incorrect products, and fulfillment concerns should be reported within seven calendar days after delivery.
How are approved refunds issued?
Approved refunds are returned to the original payment method. We cannot redirect a refund to another card, account, or individual.
We ordinarily initiate an approved refund within five business days after completing our review or receiving and inspecting a required return. Financial institutions may require additional time to post the credit.
Gifts and Customer Care
Can Lello help me select a gift?
Yes. We are pleased to assist with hostess gifts, birthdays, thank-you gifts, corporate gifting, and selections for particular occasions.
Contact lello@lello.store with the occasion, preferred price range, recipient details, and desired delivery timing.
How can I contact Customer Care?
Email: lello@lello.store
Telephone: 415-342-5522
Please include your order number when contacting us about an existing purchase.
We aim to respond within one business day, Monday through Friday.