Exchange & Returns
We hope that you are delighted with every order you receive from Lena Quist, but if you are not perfectly satisfied with your items, you have 30 days to return them to us for a refund (unless faulty, in which case please see clause 10 of our terms and conditions).
You must notify us if you wish to return any items from your order within 14 days from the day of delivery.
The information below includes details on returns standards, timescales, refunds and issues arising from damaged or faulty items. If you require information on how to return an item, please see the relevant details at the bottom of the page.
Policy Details:
All items should be returned new, unused and with all Lena Quist tags still attached. Any items that are returned to us in a damaged, soiled or otherwise altered and less than perfect condition may not be accepted and may be sent back to the customer.
Customised designs are not eligible for a return due to their personalised nature.Ā
Faulty Items:
Items are classified as faulty if they are received damaged or if a manufacturing fault occurs within six months of purchase.
Damage due to wear and tear or as a result of invalid cleaning methods not depicted on the care label, are not considered faulty.
Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. If a faulty item cannot be repaired or replaced we will offer a full refund.
Refunds:Ā
All successfully returned items will be credited to the card used when placing the order, less any express shipping costs, international taxes or import duties incurred. For payments made by PayPal, refunds will be credited to your PayPal account and will be visible immediately. Reimbursement time to the credit card associated with your PayPal account depends on the company that issued the card.Ā
As the responsibility for international customs duties and local VAT/GST (outside of the EU) lie with the customer, Lena Quist is unable to refund any charges incurred upon delivery of the order. However, you may be able to recover these by contacting your local customs bureau directly. āØ
Please note, items should not be returned to us without prior notice. All return requests should be submitted through the Lena Quist return process. Items returned to us without prior notification may not be refunded.
FAULTY OR DAMAGED ITEMS: Shipping costs will be refunded for items that are incidentally delivered in a damaged or in a faulty condition and for orders cancelled before dispatch under the Distance Selling Regulations (DSRās).
How To Return An Item:
- Email info@lenaquist.com with order number and item specification within 14 days of delivery to initiate the return.Ā
- Send the item back, packed safely with tracking information and insurance. Keep the tracking information safe. Please note that the order is your responsibility until it reaches our warehouse. A damaged or lost return may result in an unaccepted refund.Ā
- The item must be returned within 30 days of return acceptance.
- You will be notified by email when your return has been received and processed. Please allow 5 business days from delivery to refund.
Late Returns:
Returns initiated after 14 days of delivery will not be accepted.
Items must be returned to us at our warehouse address within 30 days of initiated return. Returns received after this time will not be accepted. Exceptions may apply at the discretion of Lena Quist.
Exchanges:
Items may be exchanged for another size at the return and shipping cost of the customer.
Cancellations:
An order may be cancelled within 24 hours after placement.Ā