FAQ

Here you get all answer to frequently asked questions. If you don´t find the according answer then please don´t hesitate and contact us

General

Account

Technical

Order

Payment

Delivery

Return

General

A Price is wrong in the Online Store?

All prices on our website are inclusive of all local charges and taxes for shipping to UAE. The data have been entered correctly in the computer system to the best of our knowledge and belief. However, we reserve the right to change product prices without notice. We try to assure you that all prices displayed on our website are accurate and up to date. However, the prices are entered by humans and sometimes errors occur and the prices shown have errors.

If we discover a pricing error for your ordered products, we will let you know as soon as possible. We will give you the options of either paying for your order at the correct cost or canceling the order. If you cancel the order and have already paid for the goods, we will of course provide you with a full refund.

I can´t buy some articles?

Some products are out of stock or in the supply. You will be able to buy them shortly. Please call us if you have any questions or write us a whatsapp message

I don´t get emails from you?

The emails sent from our automated systems are sometimes blocked by Hotmail, GMAIL, Yahoo Mail or similar email providers. You can find them in your junk mail folder in your mailbox.

Hotmail/MSNmail:

1. Log in and click Options at the top right of the screen

2. On the left side of the screen, now click on 'Safe and Blocked Senders' to enter the Junk Mail section.

3. Click on 'Safe Senders'.

4. Enter the address or domain name and click Add to List.

Gmail:

1. Open the email you received in your Gmail account.

2. Click the arrow next to the Reply button on the right side of the email at the top.

3. Click on the Add Sender to Contacts button, which you can find in the drop-down list.

Yahoo Mail:

1. Click Contacts in the list on the left side of the screen

2. Click Add Contacts

3. Paste the name and email address

4. Save the contact details

For Outlook:

Add our email address to your address book and to your safe senders list.

To add our email address to your address book:

1. Right click on from sender email address

2. Select Add to Outlook Contacts.

What means the hazard warning?

The hazard warnings and phrases are legal requirements on products. These are also on the back of the label on every product that is subject to labeling in the supermarket. Online there is a legal regulation that from now on this information must be shown to the buyer before the purchase

Are you trustable?

We, the company Lorito© Otto Oehme GmbH, a 4rd generation family business, have been producing and selling high-quality cleaning agents for professional commercial customers, such as building cleaners, since 1923. You have the option of having our cleaning products produced under your own name and logo. From standard products such as basic cleaners, sanitary cleaners and all-purpose cleaners to cosmetics and skin care, you will find all the products you want with us. You can also purchase cleaning accessories and equipment trolleys from us. With us, one of the oldest manufacturers in the industry, quality and service, as well as striving for product innovations, are the basis of our success!

Quality made in Germany since 1923!

Account

I forgot my password?

Don't worry. Just click on "Sign In" at the top of the screen. Then click on Forgot Password. Enter your email address for this account and click send' We will send you a new temporary password

Why do i need a Email adresse?

In order to be able to process your order, we need your name, your e-mail address and possibly card details. We will keep you up to date on your order status through emails.

From time to time we will also send you information about our products, services and current offers.

Why should i open a account?

An account allows you to manage your orders and payments. We use strict security lines to protect your data.

With an account you can:

- Buy online

- Change delivery address

- View order status

- View order history

- Collect bonus points

Which data you safe from me?

The data stored in your account is your name, address, delivery address, e-mail address and your payment details. You can view and add to your data at any time.

Technical

I have a display problem?

This is probably due to your browser. You are probably using an outdated version of e.g. Internet Explorer. Please upgrade your browser!

How do i change my basket?

- Click Cart in the top right corner or the bucket icon at the top of the page.

- You can see each product description, the cost and the quantity of their items in the shopping cart.

- You can change the amount by clicking on the select button. You can also click on x to delete the article

Order

Was the order successful?

Successful orders can be seen in the order history of your account. You will also always receive an order confirmation by e-mail. Please also check the spam folder! If an order is not visible there, it has not been successful. There can be many reasons for this. For example, the payment may not have worked or you used another of your accounts to place the order. If you want to check if an order has been placed, contact our customer service and confirm your zip code. We will be happy to examine the order for you..

How can i order?

It is very easy to place an order. Once you have found the items you want, follow these steps:

1. Click Add to cart to add items to cart. There is a possibility that there are variants. In this case, select a variant. Click on add to cart.

2. Then you can see the shopping cart and either go to the payment or continue shopping. This is also possible by clicking on the symbol at the top right (shopping basket)

3. Choose the delivery address for your products. If this is your first order from us, please register with us and fill in the required details. You can also order as a guest. Your data is only stored temporarily here

4. Choose your preferred shipping method.

5. Choose your preferred payment method.

Please check all the data on the final page before you place an order and pay for it.

Where is my order?

You can check the status of your order at any time in your account under My Account.

To do this, select the respective order and click on Details.

You will also receive a live tracking code when the goods are shipped, with which you can call up the package at any time to the minute.

How can i cancel my order?

You can cancel your order while it is still in stock. To cancel your order please follow the steps below:

1. Log into your account and find your order in the order history.

2. Until the order is shipped, there will be a cancel give option. Click this option to proceed with the cancellation.

3. You will be asked to provide a reason for the cancellation. This information will help us to improve the quality of our services.

After you have requested your cancellation, you will receive a confirmation email from us. This can take up to an hour.

If the email states that your cancellation request was unsuccessful, you can contact us after you have received the order to arrange a return or exchange

Payment

Can i pay on invoice?

No that´s only possible for validated customers. Later if you are a regular customer the option will be given.

Can I cancel my membership and get a refund?

This is a great place to let your visitors know who you are. Add useful information that your users may find interesting. What makes you stand out? Why you do what you do? Here is where you can let them know. Zoho Sites, your site, your story.

My Credit Card was declined?

If your payment has been declined, it is possible that your card details differ from your account, such as the card details that your bank or credit card provider hold on you.

Please verify the following payment information:

• Did you enter the correct expiration date?

• Is the billing address and zip code the same as your card provider's?

• Is the account covered?

• Is the card still valid?

How can i pay?

- Bank Transfer

- Payment on Delivery

- Payment on Pickup

-Stripe

I didn´t receive an invoice?

You can get the invoice in your account otherwise jsut write us and we will send you the invoice again

Is it possible to buy as public facility or government?

Yes it is possible. Just write us or write in the commentary field, that you want the order on invoice because you are

Delivery

The delivery takes too long?

We are sorry and this is the exception, as the parcel service drivers go on strike or are "forgetful" from time to time. However, the parcel service has usually already been to you and left again because it did not find a customer.

Some delivery partner delivers twice to each delivery point, then we are contacted and your package is stored in the depot. With other, your package may have been handed over to a parcel shop. However, you can follow the entire course of the package with the tracking link that you receive with every order

Can i choose the delivery partner?

No this is not possible because of our cleaning agents.

Some products are hazard and could not be delivered with every delivery company.

How long is the delivery?

The delivery time is normally 1-3 business days. In average 1 business day.

My delivery is damaged?

Always check your packages for damage and do not sign for delivery if there is visible damage. Or they note that the delivery was defective! If the damage is only visible in the package, send us 2-3 pictures of the damage immediately and we will pay for the damage

Can i change the delivery adress after?

To protect our customers from fraud, the shipping address cannot be changed after placing an order. Please check your address before confirming the order. At checkout there is a possibility to change the address.

You can redirect the package afterwards via email from the shipping service provider! We can also redirect your package. Simply give us a call or send us an email!a

Where can i track my package?

In principle, we only inform you about the shipping system of our service providers when your order is shipped.

Here you will also receive updates about unplanned status changes in your package. For example, you will receive a message if you were not there and the package is ready for collection at a nearby branch.

You can also call up your shipment tracking at any time in your customer account. If you have a customer account with us, you can call up shipment tracking directly in the "Orders" area.

If you receive a larger order by forwarding agent, there is a possibility that the goods will be notified!

Return

I got a wrong article?

We have high standards when it comes to the packaging and delivery of your order. Unfortunately, mistakes can rarely occur, since people pick the goods for them, of course, and to err is human. We sincerely apologize if you have received an incorrect item.

We will do our utmost to resolve your issue as quickly as possible and with the absolute minimum of hassle for you as customer satisfaction is our priority!

In some cases we may need additional information, such as B. Pictures, so that we can choose the best course of action. Our goal is to find the best solution for you as quickly as possible

I don´t want my product any more?

You can revoke the order at any time in accordance with our right of withdrawal (Click here).

You bear the costs for returns that you send out. You can read all of this at the link above.

I want to sent back my order?

For normal returns, an amount of 40 AED will be charged, which will be deducted from your credit. In the case of justified complaints, we will of course bear the return costs.

FAQ

A Price is wrong in the Online Store?

I can´t buy some articles?

I don´t get emails from you?

What means the hazard warning?

Are you trustable?

I forgot my password?

Why do i need a Email adresse?

Why should i open a account?

Which data you safe from me?

I have a display problem?

How do i change my basket?

Was the order successful?

How can i order?

Where is my order?

How can i cancel my order?

Can i pay on invoice?

Can I cancel my membership and get a refund?

My Credit Card was declined?

How can i pay?

I didn´t receive an invoice?

Is it possible to buy as public facility or government?

The delivery takes too long?

Can i choose the delivery partner?

How long is the delivery?

My delivery is damaged?

Can i change the delivery adress after?

Where can i track my package?

I got a wrong article?

I don´t want my product any more?

I want to sent back my order?

INFORMATION

CUSTOMER SERVICE

REACH US

Lorito Trading Middle East LLC

+971 50 396 9360

+971 50 396 9360

info@lorito-cleaning.com

PAYMENT OPTIONS

Delivery