FAQ
Payment
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Bancontact, Maestro, Mastercard, Visa, PayPal, Apple Pay, Google Pay and Amex.
DO YOU CHARGE VAT?
All prices displayed are inclusive of VAT (Value Added Tax.) You will not be charged at checkout.
Shipping
HOW DO I TRACK MY ORDER?
Once your order has been processed, you automatically receive an email with a tracking link. If you didn't receive an email, please contact us at info@lenamae.com.
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
We do our best to process purchases placed during normal business hours within 1-3 business days. We ship from Europe.
Average shipping times:
In EU - 1-3 business days
Non-EU country - 7-10 business days (there may be delays due to customs.)
EU to Israel - 10-14 business days
EU to UK - 3 days
WHAT HAPPENS IF MY PACKAGE GETS LOST?
Please email us at info@lenamae.com. If your package is lost in transit, we will do everything we possibly can to assist you. However, we are not responsible for packages once proof of delivery is generated.
Returns
WHAT IS YOUR RETURN POLICY?
We accept returns within 14 days of receiving your order. Returns and exchanges only apply to unworn and unwashed merchandise returned to us within 14 days of receiving the merchandise.
Please find all info on our return policy here.
HOW LONG DOES IT TAKE TO RECEIVE A REFUND?
When the return has arrived back to us & is approved, then your refund will be processed in the same way as the original method of payment within fourteen (14) days from the reception of the returned item.
WHAT SHOULD I DO IF MY ITEM IS DAMAGED OR DEFECTIVE?
Please email us at info@lenamae.com with your order number and a short description of the issue. Please also include some photos so we may better assist you.
Gift Cards
CAN A GIFT CARD BE USED MORE THAN ONCE?
Yes, if there is balance left on the card.
CAN MORE THAN ONE GIFT CARD BE USED FOR ONE PURCHASE?
Yes, a customer may redeem more than one gift card during checkout.
CAN A GIFT CARD BE USED TO PAY FOR SHIPPING AND VAT?
Yes, gift cards will apply to the total amount of the order, including shipping and taxes.
CAN GIFT CARDS BE USED IN COMBINATION WITH A DISCOUNT CODE?
Yes, gift cards are a payment method.
Styling and sizing
HOW DO I FIND THE RIGH FIT OR SIZE FOR ME?
Please find all the measurements of the item under "fit and measurements". If you have additional questions regarding the size or fit of an item, we'd be more than happy to assist you. Please email us at info@lenamae.com.