FREQUENTLY ASKED QUESTIONS
- What is your returns policy?
From the day you receive your product, you have a 15 day period to return it. Once you return it, our Quality Control team will verify the packaging and conditions of each returned item. You will be refunded if our Quality Control team concludes that the product was returned in its original packaging and conditions, intact, undamaged and has not been used. The shipping costs of your return will be covered by you.
- What is your exchanges policy?
We have a policy of free exchanges for 15 days, provided that the product is in the same condition as it was delivered and has not been used. The product has to be intact, undamaged and must be returned in its original packaging.
- How can I return/ exchange an item?
Please send an email to firstname.lastname@example.org, indicating your order number and the model and size of your item. We will contact you shortly with the next steps.
- How much are the shipping costs by country? When should I expect to receive my order?
Portugal and Spain – Free of costs/ Expect to receive your order within 1-2 working days
Zone 2 – 15.98€/ Expect to receive your order within 4-6 working days
Zone 3 – 20.99€/ Expect to receive your order within 3-5 working days
Norway and Sweden – 20.99€/ Expect to receive your order within 4-7 working days
Greece – 15.98€/ Expect to receive your order within 4-7 working days
Zone 2 includes: Austria, Belgium, Czech Republic, France, Germany, Hungary, Iceland, Ireland, Italy, Lithuania, Luxembourg, Netherlands, Slovakia, Slovenia, Switzerland, UK.
Zone 3 includes: Denmark, Estonia, Finland, Latvia, Malta, Poland.
Currently, we only ship to Europe. We expect to ship worldwide soon.
LENNA is not responsible for any delays in delivery orders.
- Do I pay taxes on my international orders?
Local import taxes and duties may be applied. Any additional cost related to customs, taxes and duties will be borne by the client.
- What is my size in LENNA?
Our shoes have a narrow shape. We highly recommend you to buy one size larger than your usual size.
- Where can I find the size guide of your shoes?
You can find the size guide on the store page, just below the size box.
- What are the payment methods your website accepts?
We currently accept Visa, Mastercard, Multibanco and MB WAY.
- When will my order be shipped?
Orders are shipped the day after we receive your payment confirmation.
- How do I know the status of my order?
When you make a purchase, we will send you a confirmation email with all the details of your order. Once the ordered item has come out of our warehouse, the delivery provider will send you an email to notify you and provide your tracking number.
- Are out-of-stock items restocked?
Yes. We try to restock the out-of-stock items as soon as possible. When an item is out of stock, you have the chance to activate our Restock Alert and be notified as soon as the item is restocked.
- How should I wash my LENNA?
The use of a washing machine is not recommended as it may deteriorate the properties of our materials. Instead, we advise you to brush your LENNA with cold/ warm water and soap. We also advise you to protect your LENNA with a colorless dirtproof spray.