Frequently Asked Questions

This page contains helpful information about placing orders, making payments, shipping, delivery, order changes, and after-sales support.

If your question is not answered here, please contact our customer care team at:

Email: support@louieknterza.com

For questions involving an existing purchase, please include your order number, such as 015SHOP-1218, along with the email address used when the order was submitted. Providing these details allows us to locate your purchase more efficiently.

Ordering and Payment

How do I enter a discount code?

Promotional codes may be applied during checkout when paying through PayPal or with a debit or credit card.

Please complete the following steps:

Select the item you would like to purchase and click “Add to Cart.”
Open your cart and choose “PAY WITH DEBIT/CREDIT CARD” to continue to checkout. This checkout option may be used for both card and PayPal payments.
On a mobile device, tap “Show order summary” to display the discount-code field.
On a desktop computer, locate the promotional-code box on the right-hand side of the checkout screen.
Enter and apply your code, then confirm that the discount has been deducted from the order total.
Continue by paying through PayPal or entering your debit or credit card information.

Which payment methods are accepted?

We support a selection of commonly used and secure payment options, including:

PayPal
Visa
MasterCard
American Express
Diner’s Club
Most widely issued debit and credit cards
Apple Pay
Google Pay

The payment options displayed may vary depending on your device, country, or checkout availability.

How much does shipping cost?

Our standard worldwide shipping charge is $5.99 USD per order.

The final shipping fee may differ depending on the delivery destination and any promotional offer available at the time of purchase. The exact amount will be calculated and shown during checkout before payment is completed.

Shipping and Delivery

Do you ship internationally?

Yes. We provide delivery to customers worldwide.

We work with a network of international fulfillment facilities. Orders may be dispatched from the location that offers the most practical and efficient delivery route to the customer’s address.

What is the estimated delivery time?

Once an order has been processed and shipped, the estimated delivery period is generally 10–20 business days.

Business days usually exclude weekends and public holidays. Delivery timeframes are estimates and may be affected by customs clearance, local carrier delays, weather conditions, or other circumstances outside our control.

How do I track my package?

After your order has been dispatched, a shipping confirmation email containing the tracking number will be sent to the email address provided at checkout.

You may use this tracking number on an international parcel-tracking service, such as 17TRACK, to review the latest available shipment updates.

Why has my tracking information not changed?

Carrier systems may require approximately 24–48 hours after shipment to register and display the first tracking events.

It is also normal for tracking updates to pause temporarily while a package travels between logistics facilities, customs locations, countries, or local delivery providers. A temporary pause does not necessarily mean the shipment has stopped moving.

Why did I receive only some of the products in my order?

Orders containing several items may be divided into multiple parcels.

Products may be stored at separate fulfillment locations, and shipping them individually can sometimes reduce overall delivery time. Each parcel will have its own tracking number, and separate shipment details will be sent by email.

Order Changes and Cancellations

Can I update my delivery address, recipient name, or telephone number?

Requests to change customer or delivery information must be submitted immediately because orders may enter processing soon after purchase.

Please email support@louieknterza.com and include:

Your order number, such as 071SHOP-112938
The email address associated with the purchase
The full and accurate replacement shipping information

We will make a reasonable effort to complete the requested update when the order has not yet entered the fulfillment or shipping process.

Once the package has been dispatched, we are unable to modify the delivery details.

Can I change the product, size, color, or quantity in my order?

Item-change requests are also highly time-sensitive.

Please contact support@louieknterza.com as soon as possible and provide:

Your order number
The email address used when placing the order
A clear description of the exact change requested

Changes can only be considered before the order has entered fulfillment. Once processing has begun, we cannot guarantee that the request can be completed.

Is it possible to cancel an order?

An order may only be canceled before it has been dispatched.

Please be aware that an administrative or handling fee may apply to an approved cancellation. Orders that have already been shipped are no longer eligible for cancellation.

Problems After Delivery

What should I do if my product arrives damaged?

To report shipping damage, please email support@louieknterza.com and provide:

Your order number, such as 071SHOP-112938
Clear photographs or a video showing the damaged product
A photograph of the shipping label attached to the parcel

Please retain the item, packaging, and shipping label until our team has completed its review.

What should I do if the product appears defective?

If you believe your item has a manufacturing defect or another quality-related problem, please contact support@louieknterza.com with:

Your order number
The email address linked to the purchase
A detailed explanation of the suspected issue
Clear photos or video footage showing the defect

The evidence should clearly display the area of concern so our support team can properly evaluate the request.

What should I do if I received the wrong product or something is missing?

Please email support@louieknterza.com and include:

Your order number
The email address used during checkout
A photograph of the incorrect product received, when applicable
A list of any products or quantities missing from the package

Our customer service team will review the order information and advise you of the appropriate next step.

Account and Order Communications

I did not receive an order-confirmation email. What should I do?

Please first check your spam, junk, promotions, or filtered email folders.

If the confirmation cannot be found, contact support@louieknterza.com and provide the full name and email address you believe were entered during checkout. Our team will attempt to locate the purchase and resend the confirmation message.

I have not received my tracking number. What should I do?

Tracking details are generally issued within 1–2 business days after the order has completed processing.

If this period has passed, please review your spam or junk folder before contacting customer support. If the tracking email is still unavailable, email us for assistance.

Contact Customer Support

For questions about payments, delivery, tracking, order changes, damaged items, missing products, or other purchase-related matters, contact: