FREQUENTLY ASKED QUESTIONS
We have done our best to answer most of the FAQs. Most questions you will have will be answered in the menus below, so before you email us, please check them out. If you cannot find the answer you are looking for, please reach out to us via our Contact Form or via email support@landonorris.com
RETAIL & Support
HOW CAN I CONTACT CUSTOMER SUPPORT?
You may reach a #LN4 Customer Service Representative at: support@landonorris.com
We are open Monday - Friday 12 pm - 6 pm GMT excluding holidays and weekends.
WHAT DOES 1:2 SCALE MEAN?
The 1:2 scale helmets are made to replicate Lando's real Formula 1 race helmet. It is one half scale of the real life thing, made by Bell, who make the IRL version.
Do to the scale difference, there may be minor details that differ.
*Please note images used are of the full-scale helmet, replica mini may differ slightly. Plastic vents and spoilers are not included.
THE PRODUCT I WANT IS SOLD OUT, WILL IT BE RESTOCKED?
We will not be restocking certain items, so grab it if you can. Feel free to sign up for our newsletter to keep informed on upcoming collections and the latest updates!
ORDERS & SHIPPING
WHERE IS MY ORDER?
You will receive a confirmation email if your order was successfully placed. If you have not received a confirmation email within an hour of placing your order, it was not successfully processed. We recommend checking your spam folder as well.
WHEN WILL MY ORDER SHIP?
Please note that orders will be processed and shipped from our warehouse within 5 business days after the sale. Please note that our warehouses do not ship orders during holidays. Carriers may experience delays due to global supply chain issues so some orders may experience shipping delays.
You will receive a shipment confirmation email with tracking information once your order has shipped. It may take up to 24 hours for tracking information to update via the carrier. If you have not received an update after 20 (Domestic) or 30 (International) days, please email support@landonorris.com
WHICH COURIERS DO YOU USE?
We utilise a range of courier services, selecting the best service based on your delivery address.
WHERE DO YOU SHIP?
We currently ship to UK, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, US, Canada, Mexico, Australia, New Zealand, South Africa, Hong Kong SAR, Malaysia, China, India, Japan, Philippines, Singapore, Thailand, Qatar, Bahrain, UAE, Azerbaijan, Argentina & Brazil.
WHERE ARE THE ORDERS SHIPPED FROM?
All of our orders ship from the UK, arrival time will vary based on your shipping address.
CAN I CHANGE/CANCEL MY ORDER?
Once an order has been placed, we may be able to help if your order has not been dispatched, but there is no guarantee that orders will be redirected in time.
Please make sure all of your information is correct before placing your order. If you have any questions, reach out to us on our contact form.
WHERE CAN I FIND MY TRACKING?
We will email you the tracking number for your package once it leaves our warehouse.
WHAT IF MY PACKAGE GOT RETURNED TO SENDER?
If your package has been returned to sender, we are unable to reship any returned packages at this time. We may be able to issue a replacement pending inventory availability or provide a refund if inventory is not available. If you think your package has been returned to sender, let us know by submitting a ticket using our contact form.
WHAT IF MY PACKAGE IS LOST OR STOLEN?
Please note that LN is not responsible for lost or stolen packages. We recommend shipping packages to secure locations that have someone available to receive the package.
If your package is marked as "Delivered" or shows a final scan, we are unable to file lost in transit claims or offer refunds.
If you have not seen an update to your tracking after 20 (UK Domestic) or 30 (International) consecutive days, please contact us and submit a ticket using our contact form as your package may be lost. If the carrier determines the package is lost, we will either provide a replacement order (depending on available inventory) or provide a refund in full. Please note that claims cannot be submitted after 90 days from the original order ship date.
PRE-ORDERS
WHAT IS PURPLE DOT?
Purple Dot is a leading technology provider to help make pre-order experiences operationally smooth, and trusted by our customers like you. They help ensure you are always up to date about your pre-order and offer a self-serve portal for you to do things like change your shipping address or amend your pre-order. Purple Dot also guarantees your pre-order will ship, or your money back: offering that extra assurance and trust that your money is always kept safe until we are ready to ship!
In addition, they offer additional shipping flexibility for us to ship pre-order items as they arrive to our warehouse -- so you can always get your hands on your pre-order as soon as possible!
WHAT DO I NEED TO PROVIDE WHEN I MAKE A PRE-ORDER?
You will need to provide your email, shipping address and card details that will be charged for your pre-order just like a normal online checkout process. All communications will be sent to your email address, including your unique pre-order reference number, any updates to shipping dates, and details to access our self-serve portal to check or amend your pre-order anytime before it ships landonorris.store/pages/manage-pre-orders
WHAT ARE MY PAYMENT OPTIONS WITH PRE-ORDERS VIA PURPLE DOT?
Purple Dot accepts all the major card networks - Visa, MasterCard and American Express.
WHAT HAPPENS TO MY MONEY WHILE I WAIT FOR MY PRE-ORDER?
Purple Dot keeps your money safe and available for a full refund anytime before you pre-order ships. This guarantees that your pre-order will ship or your money back: keeping you in full control if you change your mind.
WILL I KNOW IF THE SHIPPING DATE CHANGES FOR MY PRE-ORDER?
Yes! Purple Dot will trigger an automatic email in the event of a shipping date change. You can also check up on the estimated shipping date via the self-serve portal at anytime landonorris.store/pages/manage-pre-orders
CAN I CHANGE MY SHIPPING ADDRESS?
Yes! Login to your pre-order self-serve portal here landonorris.store/pages/manage-pre-orders to update your shipping details. You will then receive an updated pre-order confirmation email.
CAN I CHANGE MY EMAIL?
Yes! Please email support@landonorris.com with your updated email address, and a customer service team member will get this updated for you. You will then receive an updated pre-order confirmation email.
WHAT HAPPENS IF I CANCEL MY PRE-ORDER?
You can cancel at any time here before your pre-order ships landonorris.store/pages/manage-pre-orders
You will receive an email confirming the refund and will see the money back in your account in 3-5 business days, depending on your bank.
I HAVE ASKED FOR A REFUND. HOW WILL I BE REFUNDED?
Refunds are issued to the debit or credit card used at checkout and will be processed within 3-5 business days, depending on your bank.
IS MY PAYMENT INFORMATION SAFE?
Payment information is processed securely by Stripe. No card details are transferred to or held by Lando Norris Store or Purple Dot. All transactions take place via connections secured with the latest industry-standard security protocols.
RETURNS & EXCHANGES
WHAT IS YOUR RETURNS & REFUND POLICY?
We want you to love your purchase, but if you are not completely satisfied, we gladly accept qualified returns by mail within 14 days of receipt for UK orders only. Please contact us at support@landonorris.com prior to returning your item.
Please note, that returned items must be in original, unworn, and sealed condition with all their original tags. All returns are subject to inspection before a refund is processed. Returned items that do not meet the above criteria or that are damaged in transit back to us may not be refunded. Shipping and delivery fees are non-refundable.
Refunds will be processed to the original payment method only. Once your returned item is received and inspected, you will be notified via email. Approved refund requests may take up to 10 business days to be credited back to you. Please check out our returns policy for further information.
I RECEIVED A DAMAGED PRODUCT, WHAT DO I DO?
If you receive a defective or damaged order, please contact us at support@landonorris.com with photos of the damaged or incorrect item, as well as your order number. You must notify us within 30 days of receipt of the order. We will handle it from there.
Defective or damaged merchandise must be reported to our customer service team before returning so we can handle the situation on a case by case basis. Items that are received damaged/defective qualify for a refund. We may be able to exchange your order for a replacement, but this is subject to stock levels.
DO YOU PROVIDE RETURN LABELS FOR RETURNED ITEMS?
Shipping costs, both for original purchases and returns, are non-refundable and the customer is responsible for any fees associated with returning the package.
DO YOU OFFER RETURNS ON INTERNATIONAL ORDERS?
We are unable to provide returns for orders outside the UK at this time.
CAN I EXCHANGE AN ITEM?
Due to our rapidly changing inventory, we do not hold specific stock for exchanges. Please double-check our sizing and garment details prior to ordering.
If you wish to exchange an item you may return your original purchase in accordance with our refund policy and then purchase a new item.
PAYMENT METHODS
STORE CREDIT & GIFT CARDS
Please be aware that Gift cards and credit notes, both for stores and online are valid for 12 months from the date of issue.
The email containing the gift card is usually sent to the recipient within 24 hours of being placed. We cannot delay the sending of the gift card, so if you want to purchase one for someone for a specific date we recommend sending this to yourself, then once received forwarding on the email.
KLARNA
For customers in the UK we offer 2 options for Klarna.
'Pay in 3 instalments' by Klarna allows our customers to spread the cost of their purchases into 3 interest-free instalments.
'Pay Later' by Klarna allows you to receive your order up front and get up to 30 days to pay without any interest and fees.
Klarna accept all major debit and credit cards. Prepaid cards are not accepted.
How do I use Klarna?
Simply shop your favourite LN products and choose Klarna as your payment method at checkout. Enter your debit or credit card information. No interest or fees. To check your eligibility, Klarna will perform a soft search with a credit reference agency. This will not affect your credit score.
How does 'Pay in 3 instalments' work?
The first payment is made at point of purchase, with remaining instalments scheduled automatically every 30 days. Klarna will make sure you are informed ahead of time. There's no interest or fees.
How does "Pay Later" work?
Your agreed payment period starts when the order is shipped. This means that you can take the time to try your order without the stress of upfront payment. You can easily make or schedule your payment online or in our app at any time up to 30 days. Pay safely and securely by connecting your bank account, debit or credit card. There's no interest or fees.
How long does delivery take if I use Klarna?
Our usual delivery times still apply. For more information on these, please visit our shipping policy
Is there a maximum spend limit on orders?
Your credit limit will depend on your individual circumstances. For more information please visit Klarna’s FAQ's
Can I return or exchange an item I bought with by Klarna?
Yes, our usual Returns policy still applies for refunds. We are unable to offer exchanges for items purchased via Klarna. For more information on this, please visit the Returns section in our Refund Policy
Where can I find out more about Klarna?
Visit the Klarna website for full information, terms and conditions and their Privacy Policy