FAQ - Frequently Asked Questions
Orders & Production
What is made-to-order (MTO)?
Selected LIZARRO designs are available on a Made-to-Order basis. The exact production time depends on the design and is stated on the relevant product page.
What is ready-to-ship (RTS)?
Some pieces are available as ready-to-ship items. These are completed garments that ship within 1-3 business days of your order.
Can I cancel or change my order?
Orders can be cancelled or modified within 24 hours of purchase. After production has begun, changes may not be possible. Please contact us immediately at lizarro.store@gmail.com.
Shipping
Where do you ship?
We ship from Ząbki, near Warsaw, Poland to selected international destinations.
How long does shipping take?
Ready-to-Ship orders are normally prepared for dispatch within 1-3 business days.
For orders shipped within Poland, standard delivery typically takes 1-5 business days after dispatch.
For international orders, standard delivery typically takes 10-18 business days after dispatch.
Made-to-Order products require the production time stated on the relevant product page before dispatch.
Delivery times are estimates and may vary depending on the destination, carrier operations, customs processing and other circumstances outside our reasonable control.
How much does shipping cost?
Poland: Free standard shipping.
International: USD 15 flat-rate standard shipping to selected destinations outside Poland.
The equivalent amount may be displayed in your local currency at checkout where local currency pricing is available.
Applicable customs duties, import taxes or other destination charges may apply to orders shipped outside the European Union.
Will I receive a tracking number?
Yes, a tracking number will be provided by email once your order has been shipped.
Do you offer express shipping?
LIZARRO currently offers one standard shipping service rather than a separate express option. We prepare and dispatch each order as promptly as possible while allowing the time required to carefully complete and prepare every piece. We value our customers' time and aim to send each order on its way without unnecessary delay.
Returns & Exchanges
What is your return policy?
LIZARRO accepts eligible returns within 14 days of delivery.
The item should be returned in its original condition and must not have been washed, altered, damaged or used beyond what is reasonably necessary to inspect its nature, characteristics and fit.
Return shipping costs are the customer's responsibility for standard returns unless otherwise stated.
Any mandatory statutory consumer rights remain unaffected.
Do I have a 14-day right to cancel my order?
Consumers in the European Union generally have a statutory right to withdraw from an online purchase within 14 days of receiving the goods, without giving a reason.
After communicating the withdrawal, the goods generally need to be returned within 14 days. Please see our Returns & Refund Policy for full details.
Are Made-to-Order items returnable?
Made-to-Order status alone does not automatically exclude an item from returns or statutory withdrawal rights.
Where a product is made specifically according to a customer's individual specifications, such as individual measurements, requested alterations or other personal modifications, a statutory exception may apply where the legal requirements are met.
Choosing a standard size or color offered by LIZARRO does not by itself necessarily make a product personalized.
Please see our Returns & Refund Policy for full details.
How do I start a return?
Please contact us at lizarro.store@gmail.com with your order number and reason for return. We will provide instructions within 2 business days.
Sizing
How do I find my size?
Each product page includes a detailed size guide. We recommend measuring yourself and comparing with the size chart before ordering. If you are between sizes, we recommend sizing up.
Can I request a custom size?
Yes! We offer custom sizing for made-to-order pieces. Please contact us before placing your order to discuss your measurements.
Contact
How can I reach you?
You can contact us by email at lizarro.store@gmail.com or by phone at +48 536 084 419. We respond within 1-2 business days.