Exchange & Returns

 

We hope you are delighted with every order from Lena Quist.
If for any reason your purchase isn’t quite right, you have 14 days to return it for a refund or exchange — this applies to EU and UK customers only.
(For faulty items, please see the section below.)

To start a return, please notify us within 14 days of delivery.

Return Standards

  • All items must be returned new, unused, and with all Lena Quist tags attached.

  • Returns that arrive damaged, worn, soiled, or altered may not be accepted and may be sent back to the customer.

  • The customer is responsible for the cost of return shipping.

  • Customised and made-to-measure designs are not eligible for return or exchange due to their personalised nature.

Returns from Outside the EU & UK

Customers outside the EU and UK (including the United States) are not covered by EU or UK consumer return regulations.
All international sales are considered final, except in cases of a proven defect, shipping error, or at the seller’s discretion.

Orders that are refused, unclaimed, or returned due to unpaid import duties or taxes are not eligible for refund.
All associated shipping, import, or return costs remain the responsibility of the buyer.

Faulty Items

Items are classified as faulty if they arrive damaged or develop a manufacturing fault within six months of purchase.
Damage caused by wear and tear, misuse, or cleaning not in accordance with the care label is not considered a fault.

Whenever possible, faulty items will be repaired or replaced. If this isn’t possible, we will issue a full refund.
Shipping costs will be refunded for items received in a faulty condition, or for orders cancelled before dispatch under applicable EU Distance Selling Regulations (EU/UK customers only).

Refunds

  • Refunds are made to the original payment method, less express shipping, international taxes, or import duties.

  • PayPal refunds appear immediately in your PayPal account. Credit card reimbursement times depend on your card issuer.

  • International customs duties and local VAT/GST (outside the EU/UK) remain the customer’s responsibility.
    You may be able to recover these fees directly through your local customs office.

Please note: Items returned without prior notice may not be accepted.
All return requests must go through the official Lena Quist return process.

How to Return an Item

  1. Email info@lenaquist.com within 14 days of delivery with your order number and item details.

  2. Return the item securely packaged, with tracking and insurance.
    (The item remains your responsibility until it reaches our studio.)

  3. The item must reach us within 30 days of return approval — longer times may apply for international returns.

We will notify you once your return has been received and processed.
Please allow up to 5 business days from delivery for the refund to be completed.

Late Returns

Returns initiated after 14 days of delivery cannot be accepted.
Items must be received within 30 days of approval, except at the discretion of Lena Quist.

Exchanges

Items may be exchanged for another size at the customer’s return and shipping cost.

Cancellations

Orders may be cancelled within 24 hours of placement, provided they have not entered production or dispatch.