STORE POLICY
Lono’s policy aims to make it clear our commitment to ensure the protection of data requested in our store, and to explain the use of this information, as well as to provide information about proceedings related to custom, colors, exchanges, and the other rules or terms that may be provided for on specific pages of Lono’s online store and/or provided to Users upon notice. Lono is committed to its clients and aim to offer a better browsing experience. By visiting www.lonobag.com, you accept the practices described in this privacy policy. The security process to transfer your information consists of cryptographing your data. This ensures their secure transmission during purchase process, by means of Wix Payments platform.
PRIVACY AND SECURITY
Customer Control
Lono Clients are totally free to choose which information they would like to share; however, certain information is required and essential to make and complete the purchases. By registering to our website, Client is fully responsible for updating and providing correct data to Lono. Clients are free to cancel their registration by sending an email to our Customer Service, at: hello@lonobag.com
By registering to our website, Client opts for receiving, on regular basis, newsletters and sales promotions via email. This service may be canceled at any time, by requesting to unsubscribe, in the last line of the email.
Use of information
We ensure full confidentiality of your registration information, and we declare that we do not sell your personal information. However, this information may be grouped, subject to certain criteria, and used as general statistics, aiming at a better understanding of our customers’ profile. You may require your removal from our database, and you will no longer receive any information regarding the company, its products or services. Notwithstanding the foregoing, in case of formal request made by any Judicial or Government Authority, Client and/or User hereby expressly authorizes Lono to submit any registration data that may be required, irrespective of previous notice to Client and/or User.
Safety
Our commitment to you is to care for the excellence of our services, and specially the security of your registration data. During the purchase process, all information is automatically cryptographed. Thus, your personal information, the form of payment you chose, as well as any other information provided during your purchase is encoded before being transmitted. Thus, we won’t have access to your user password or credit card number.
Our business is hosted at Wix.com, which is in compliance with the PCI DSS (Payment Card Industry Data Security Standards (PCI DSS) rules, and it is acknowledged as Tier 1 supplier.
PCI DSS is an information security standard for organizations or companies that accept credit card payments. This standard helps to create a safe environment, enhancing the quality of credit card holder data and reducing credit card frauds.
IMPORTANT TIPS: In order to your data remain safe, we advise you not to share your password with third parties, even if they are your friends or relatives. Lono never sends emails asking your personal details (payment/registration information), nor requesting download or execution of actions (opening files with .exe, .com, .src, .bat or other extensions). In case of doubts, please contact hello@lonobag.com
Cookies
Cookies are files with small amounts of data, that may include an anonymous unique identifier. These cookies are sent from a website to your browser and storage in your device. Other tracking technologies that may also be used are beacons, tags and scripts, for collection and tracking of information, as well as enhancement and analysis of our Services. You may also instruct your browser to reject all cookies or to give notice when a cookie is being sent. However, if you do not accept cookies, you might not be able to use some part of our Services.
Examples of Cookies used by us:
Session Cookies: We use Session Cookies to operate our Services.
Preference Cookies: We use Preference Cookies to remember your preferences and other settings.
Tracking Cookies: We use tracking cookies to track the visitor’s behavior in our website.
Client's data
Client Data may include, but not be limited to, personal information such as names and emails, prospective clients and other users and visitors of lonobag.com. The information may be added to the Service by you or collected by the Service by means of scripts and other codes implemented in these properties. Your information may be stored at Wix.com database. Wix.com stores your information in servers protected by firewall.
We collect this Personal and Non-Personal Information with the following purposes:
1.To provide and operate Services;
2.To provide our Users with assistance and ongoing technical support to our Clients;
3.To be able to get in contact with our Visitors and Users with general or custom notices related to the services and promotional messages;
4. To create aggregate statistic data and other aggregate and/or inferred non-personal information, that may be used by us or our business partners to provide and enhance our respective services;
5. To comply with any applicable laws and regulations.
We may get in contact with you to give notices about your account, to help you solve any issue related to your account, to settle a payment dispute, to charge fees or debts, for research and questionnaires, to provide News about out company or any other reason that may be required to adjustment our agreement, subject to the local laws. In order to do so, we may get in contact with you via email, telephone, text messages or sending a mail.
COLORS AND PRINTS
Lono takes the due care on its website so that the images of products present colors that are as close as possible to their actual colors. However, some colors and prints might present a different tone depending on the monitor being used. This, it is not possible to ensure the accuracy of colors of the product seen by the client.
EXCHANGE AND RETURN
Lono aims to offer you an excellent quality service, and we want that your purchase experience is pleasant, and you are very happy with your new acquisitions. Any events related to Exchange and return must be notified via email to hello@lonobag.com.
Conditions for exchange and return
If you are interested in exchanging or returning a product, you must be aware of the following issues, when your parcel arrives. Please verify product/packaging conditions upon delivery and do not receive if the package is broken and/or:
The product does not have labels;
The product is in poor conditions;
The product is not in agreement with the order;
The order is incomplete;
If you notice any damage to the product after its receipt, please contact us within 72 hours of its delivery. Except for custom products.
Return due to desistance or regret
Lono wants you to feel happy with the product you’ve just purchased. If you made an order in our website, received the product in perfect conditions and still didn’t feel happy with your acquisition, you may request the cancelation of your other; this is only valid for non-custom products.
The product shall not have any signs of use, their original seal, tags and labels must be intact, with no changes made by the client.
The product must be sent back to us in its original package. If you no longer have the original package, you must place it on a package to protect the product against any damages during transport. Products without invoice or label shall be returned to client as Collect Sedex, to be paid by the client.
In order to make an exchange or return, you need to get in contact with us through the Contact page, at hello@lonobag.com within seven (07) days as from the date of receipt, as provided for in Article 49, Consumer Protection Code. You must also provide your full name, order number, CPF and the product you intend to return and the reason for such return. After analysis and authorization by our Customer Service Staff, your Exchange and/or return will be allowed.
Once this contact is made, we will provide you with a postal code so you can send the product from the nearest post office. After receiving the returned product, Lono will analyze it in order to confirm if all conditions required in case of return were met. Then, you will be notified, via email, about the cancelation of your order. Next, the price of product will be refunded. We will ask your account for refunding. If you had a discount in your purchase, connected with any promotional sale, the amount of refund will take such discount into consideration.
Regret or mistake made by you in custom
We will not be hold accountable in case of mistakes in custom process due to misspelling or any other mistake made by you in custom form. Due to their nature, custom products cannot be resold or reused and, due to this reason, they cannot be exchanged or returned, unless they show any damage, vice or defect or mistake made by us during our production process.
Exchange for another product
The request for exchanges of products must be communicated through the email: hello@lonobag.com, within a period of up to 30 (thirty) consecutive days, counted from the date of receipt of the product, except for personalized products that we do not exchange . If the product in question is not available, the exchange can be made for another product of equal or greater value, this difference being paid by the customer.
We emphasize that we reserve the right to refuse the return of products that do not comply with the conditions stipulated for exchange.
CUSTOMIZATION
Your bag was design to be with you wherever you will go, so use fun or motivational sentences, initials of your name, or name of places. Please avoid negative sentences with political, religious, color or gender content, any kind of discrimination or obscene words, as they will be vetoed by our product team. Every custom is subject to approval before production.
We will not be responsible for any mistakes arising from the text, so please revise your text carefully.
The bags take approximately 15 days to be produced, being sent thereafter. You will receive a notice every step of the way.
We have the right to change the policies on privacy, exchange, return and custom, at any time, even periodically if so required, change this privacy policy in order to fulfill legal amendments, regulatory body requirements, or operational needs, so please read it on regular basis. These changes will be promptly put into practice after being changed in our website. In case of substantial changes, the two versions (the old and the update) will be available at the website for comparison. Last change made on 11/19/2021.
If you have any questions regarding these policies or want to have access to, correct or delete any information that we may have collected about you, please feel free to get in contact with us at hello@lonobag.com