In our store, registration and login happen in one place - you don't set up a password; instead, you confirm your identity with a one-time, 6-digit code sent to your email address. Your account is created automatically at first login. You can register in two ways.
First:
Click the "Account" icon in the top right corner of the page, just above the product categories. A "Log in or create an account" window will open, giving you two options:
- By email: enter your email address and confirm. We'll send a one-time, 6-digit verification code to that address - enter it on the page to complete setting up your account.
- By Shop: click "Continue with Shop" and complete the process. Your account will be linked to your Shop account.
Second:
- After adding products to your "Cart," go to checkout and, in the "Contact" section, click "Log in" (in the top right corner).
- In the window that appears, enter your email address to receive a one-time, 6-digit verification code, and enter it on the page. Once logged in, your account will be created, and you'll complete your order on the now-created account.
While setting up your account, you can optionally check the box to consent to receiving commercial information from BrandLine Group sp. z o.o. By continuing with registration, you accept our store's Terms of Service.
Registration is complete the moment you correctly enter the 6-digit verification code - you'll be logged in right away, and your customer panel ("Account") will appear on the screen. That's the sign that your account has been created.
From now on, by clicking the "Account" icon in the top right corner, you'll have access to, among other things, your order history, shipping details, and the status of any returns. You don't need to confirm registration with a separate link or enter a password - simply logging in with the code means everything went through successfully.
Logging in is done without a password - just like registration. To log in:
- Click the "Account" icon in the top right corner of the page.
- In the "Log in or create an account" window, enter the email address associated with your account and confirm. You can also use the "Continue with Shop" option if you have a Shop account.
- We'll send a one-time, 6-digit code to your address - enter it on the page.
- After entering the code, you'll be logged in and taken to your customer panel.
In our store, logging in is done without a password, so you don't need to remember it or save it anywhere. Instead of a password, each time you log in you confirm your identity with a one-time, 6-digit code that we send to your email address.
Yes. After logging into your account (the "Account" icon in the top right corner), you can complete or change your details - first name, last name, and address. You can also change the email address associated with your account if needed. Just make the changes and save them.
Keep in mind that your email address is also your login - after changing it, the next one-time login code will be sent to the new address, so make sure you have access to it.
If you are interested in a product but would like to learn more about it, click its name/image or “Details” to go to the product page. There you can read the product description and select available variants, such as colour or pattern.
To add a product to your cart, click the “Add to cart” button. In the notification that appears, you can either proceed directly to checkout and complete your purchase by clicking “Proceed to checkout”, or select “Continue shopping” and return to your order later.
In the cart preview, you can also change the quantity of a product using the “+” and “−” buttons. To remove an unwanted item, click the bin icon.
Yes. You do not need to create an account to place an order. After adding products to your cart and proceeding to checkout, simply provide your email address and the information required for shipping and payment. You can place your order as a guest, without setting a password or completing a separate registration process. You will be able to track the status of your order via a link we will send you in the order confirmation email.
If you do decide to create an account, our store does not require you to remember any passwords. Login is passwordless, and your identity is verified using a one-time code sent to your email address. An account also gives you convenient access to your complete order history in one place, allows you to save your shipping details for future orders, and makes handling any returns easier.
Once you have added all the products you want to your cart, click “Proceed to checkout”. In the “Contact” section, enter your email address. We will use it to send you an order confirmation and updates on its status. If you have an account, you can click “Log in” to use your saved details. However, this is not required - you can also place your order as a guest.
Next, enter your shipping details, including your first and last name, address and phone number, then select a delivery method. Finally, proceed to payment and choose your preferred payment method. Confirm your order to complete your purchase.
We will send an order confirmation to the email address provided during checkout. The message will include your order details and all the necessary information. If you notice any errors, please contact us by email or phone.
Order confirmation emails are sent automatically immediately after an order is placed, so they usually arrive within a few minutes. If you cannot find yours straight away:
- Check your Spam/Junk, Promotions or Updates folder - the email may have been filtered there.
- Make sure you entered the correct email address at checkout and that it does not contain any typos.
- Wait a few more minutes, as email delivery may be slightly delayed during busy periods.
If you still have not received the confirmation, please contact our Customer Service team and provide the details used to place the order, such as your first and last name and email address. We will check whether your order has been registered and resend the confirmation.
We’re here to help. Email us at kontakt@lionelo.de or call us on +49 335 27734603 between 8:00 a.m. and 4:00 p.m., Monday to Friday. Our Customer Service team will be happy to assist you!
Currently, our store ships orders via a courier service. The available delivery options will be displayed at checkout once you have entered your shipping address. For more information about delivery methods and times, please visit: Delivery and payment methods
You can pay for your order in several ways:
- by payment card, including Visa and Mastercard,
- via PayPal,
- via Klarna (Pay Later or instalments),
- via Google Pay and Apple Pay
The available payment methods will be displayed at checkout. All transactions are secure and encrypted.
For prepaid orders over €119, delivery is free. For orders below €119, the delivery charge is €10.
For more information about delivery methods and times, please visit the “Delivery and payment methods” page.
Orders are processed within 24 hours on business days. Orders placed on a non-business day are processed on the next business day. Orders placed by 11:00 a.m. are dispatched the same day, while orders placed after 11:00 a.m. are prioritised for dispatch on the next business day.
For more information, please visit the “Delivery and payment methods” page.
Orders are processed only on business days because the courier companies we work with deliver parcels from Monday to Friday.
Yes. To receive a VAT invoice, select the “VAT invoice” option in the “Payment” section at checkout and enter the required details, including your VAT number if you are ordering on behalf of a company. The invoice will be issued using the details provided in your order and sent to your email address.
No, in-person collection is not available.
Yes. Lionelo products come with a standard two-year manufacturer’s warranty. In addition, once you register your product, you can benefit from extended after-sales support through the Lionelo Protect programme.
For more information about the warranty and how to submit a warranty claim, please visit Lionelo Protect page
Yes. A stamped warranty card is not required to request a warranty repair. In this case, you will need to send proof of purchase, such as a receipt or invoice, together with the product. This is sufficient for the product to be accepted for warranty service.
To enjoy the benefits of the programme, simply register your product. You can find the registration form here. The product must be registered within 90 days of the purchase date.
Lionelo Protect is an extended after-sales support programme that includes:
- a 12-year warranty,
- car seat replacement following an accident.
You can read more about the programme here.
The warranty covers all products in the Lionelo range and applies only to manufacturing defects and faults occurring during normal use. A detailed list of exclusions can be found in the programme terms and conditions.
Customers who purchased a product before 1 January 2021 can benefit from the previous five-year warranty.
Customers who purchased a product between 1 January 2021 and 24 November 2024 can benefit from the 12-year warranty (2 + 10 years) without registering the product.
Customers who purchased a product on or after the launch of the Lionelo Protect programme on 25 November 2024 can enjoy all the programme benefits, including the 12-year warranty, after registering their product.
You can contact us directly or complete the claim form available on the “Claims and Warranty” page. You will then receive the service centre address and instructions on how to return the product free of charge by courier. Once the product arrives at our service centre, our technicians will do everything they can to help you.
Please submit your claim using the form available on the “Claims and Warranty” page.
Under our terms and conditions, our service team has up to 21 business days to complete the warranty claim process. However, our technicians will do everything they can to return your product as quickly as possible, so claims are usually resolved much sooner.
The Lionelo service team makes every effort to process each warranty claim as quickly as possible. Provided that the necessary parts are available, the process will take no longer than 21 business days from the date the product is delivered to the service centre. If any required parts are unavailable, this period may be extended in accordance with the terms set out in the warranty card.
We recommend sending the complete set. This allows the technician to verify that the new component works correctly with the fully assembled product. In some cases, replacing one part may not resolve the issue, which is why sending the entire set is advisable.
If you are unsure what to send, please contact our Customer Service team by phone.
To purchase spare parts, please contact our Technical Support team at kontakt@lionelo.de Our specialists will help you select the correct parts, check their availability and guide you through the purchasing process.
Yes. In accordance with our store policy, you can return an ordered product within 100 days of delivery. For more information about returns, please visit: Exchanges and Returns
You can return a product in four simple steps: complete the return form, pack the parcel and include proof of purchase, send it to the specified address, and wait for your refund. You can find more information about returns here.
You can find the return form at Exchanges and Returns. Complete the form and include it with the returned product and/or email it to us.
Yes. The product may be inspected and tested to the extent that would be possible in a physical store. If the use of the product goes beyond what is necessary to establish its nature, characteristics and functioning and results in a reduction in its value, the consumer may be liable for the resulting loss.
You can return the product using any courier company. The buyer is responsible for the return shipping costs. Please pack the parcel securely and, if possible, insure it.
For more information about returns, please visit the “Exchanges and Returns” page.
Please send the returned product to the following address:
BrandLine Group sp. z o.o., Panattoni Park X, Building B, ul. Fabryczna 11, 62-023 Żerniki, Poland
The buyer is responsible for the return shipping costs.
When a product is replaced with a new one, Lionelo covers the cost of shipping the replacement product.
The refund will be issued using the same payment method you used for the purchase, unless you have agreed to a different refund method.
Your refund will be issued as soon as possible, but no later than 14 days after we receive your returned parcel.
There are several ways to get in touch with us. You can message us on Facebook, email us at kontakt@lionelo.de, or use the contact form available on our “Contact” page.
You can also call us on +49 335 27734603 between 8:00 a.m. and 4:00 p.m., Monday to Friday. Our Customer Service team will be happy to assist you!
We make every effort to respond to our customers’ messages as quickly as possible. Our maximum response time is 24 hours.
You can sign up for our newsletter in three ways:
- In the website footer - at the bottom of the homepage, you will find the “Enter your email address” field. Enter your email address, consent to the processing of your personal data in accordance with the Newsletter Terms and Conditions, and click “Sign up”.
- Via the pop-up displayed on the website - when you visit our online store, a newsletter sign-up pop-up may appear. Simply enter your email address and confirm your subscription.
- Directly in the cart – while placing your order, in the "Contact" section, after entering your email address, tick the "Send me messages and offers by email" option. This way you'll subscribe to the newsletter as you shop.
In each case, we'll send a message with an activation link to the address you provided – clicking it confirms your subscription and lets us send you the newsletter.
To get you started, you will receive a 5% discount on your first purchase. We will send you the discount code in a welcome email shortly after you subscribe.
As a subscriber, you will also receive the latest information about promotions and new products available in the Lionelo store.
Yes, our newsletter is completely free.
To unsubscribe, open any newsletter email you have received from us and scroll to the bottom. You will find the message: “If you no longer wish to receive emails from us, click here.” Click the link to open a page where you can confirm your cancellation.
Made for Parents
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