Faq

Can I change my order?

We can only change orders that have not been processed for shipping yet.

Once your order is under the status “preparing for shipping”, “shipping” or “delivered”, unfortunately we cannot accept any edits to your order.

To make changes to your order, please reach out to support

Can I change my order?

Once you have placed your order, we will send you a confirmation email to track the status of your order. If you haven’t received the e-mail, kindly check your spam inbox. If you still don’t see the message, contact our support team to confirm that your product is shipped to the correct address.

Once your order is shipped we will send you another email to confirm the expected delivery date as well as the link to track your package (when the delivery method allows it).

Why doesn’t you have a phone number?

We does not have a call center because we’re not set up to handle high volumes of phone calls. Our brand is built online, including our customer support.

Though you may receive an automated response every once in a while, all channels are ran by human staff who are eager to help you out, quickly and efficiently.

How long does it take to ship my order?

Once you’ve placed your order, it usually takes 24 to 48 hours to process it for delivery.

Standard shipping time for the United-States is 8-12 days.

Important Note: We are currently experiencing slight shipping delays due to the effects of COVID-19 throughout the world. As a consequence your product might take up to 14 days to arrive after the order is processed. We appreciate your patience during this difficult time. Thank you and stay safe

What payment methods do you accept?

You can purchase on our website using a debit or credit card. We additionally offer support for Apple Pay and Google Pay.

Unfortunately, at the time being we do not offer PayPal as payment option.

Which currency will I be charged in?

We support all currencies so you will be charged according to your country and currency.

Do you ship to my country?

Yes! We ship worldwide.

How long does it take to ship my order?

Once you’ve placed your order, it usually takes 24 to 48 hours to process it for delivery.

Standard shipping time for the United-States is 8-12 days.

Important Note: We are currently experiencing slight shipping delays due to the effects of COVID-19 throughout the world. As a consequence your product might take up to 14 days to arrive after the order is processed. We appreciate your patience during this difficult time. Thank you and stay safe

How can I track my package?

Once your order is shipped we will send you an email with a tracking number. Do note that the tracking number might not be available in the tracking system up to 5 days from when the package is shipped.

Additionally, you can track the status of your order from our tracking page

What if I’m not home when the package arrives?

If you’re not home, a new delivery will be performed the next day or the delivery company will reach out to schedule a new delivery date.

If you have a postal box in which the package fits, they will leave the package in it.

You may also have to go to your local post office to collect your package in case it cannot be delivered to you.

Will I pay taxes for international shipping?

No tax will be charged. You only have to cover the shipping costs of your order, that’s all.

Do you accept returns?

Yes. If you received a damaged package or you are unsatisfied with our product, please send us a message to take care of that.

You can find additional information on our Refund Policies Page

Can I exchange an item?

We do accept exchanges and they follow the same conditions as returns In order to ask for an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support.

Are returns free?

Please check our Return policies

How long does it take to process a return?

Returns are confirmed within 14 days of receiving the package at our warehouse.

Once your return is accepted, the refund, exchange or credit will be issued within 14 days of our services accepting your return.

Do you offer a referral program?

Soon!

Do you have physical stores?

We currently don’t have any physical stores under our brand name. However, we do have several distributors in Europe, the US and Hong Kong.

Is there a warranty?

We guarantee any of our product made by us and sold through our online store to be free of defect. We would gladly accept any return or exchange request resulting from a defective item granted they respect the following conditions:

– The item must have been sold on our online store

– The item shouldn’t have been used in any way

- The return or exchange request is made within 30 days of delivery

– The return is made within 14 days of the return or exchange request

If you have a return or exchange request resulting from a defective item please reach out to our support for more information on how to proceed.

QUESTIONS

If you still have any questions concerning our return policy, please contact us at support@lenwon.com