At Lena Shop, customer satisfaction is at the heart of everything we do. We take great pride in curating quality home décor pieces, and we want you to love every purchase you make with us. If for any reason you are not completely satisfied, we are here to make things right.
Please read our return and refund policy carefully before initiating a return request.
1. RETURN WINDOW
We accept returns within 30 days of the delivery date. We encourage you to inspect your order as soon as it arrives so that any issues can be reported and resolved within this window.
If 30 days have passed since your delivery date, unfortunately we are unable to offer a return or refund. We recommend keeping your order confirmation and delivery notification emails for reference.
2. HOW TO INITIATE A RETURN
To begin the return process, please contact our customer support team at support@lenashop.site within 30 days of receiving your order. In your message, please include your order number, the item(s) you wish to return, and the reason for your return.
Our team will review your request and respond with detailed return instructions along with the appropriate return shipping address. Please do not send any items back before receiving approval from our team, as unauthorized returns sent without prior approval may not be accepted and could result in delays or loss of your refund.
All returns must be sent by mail. We will confirm the correct return address when your request is approved, as this may vary depending on your location and the nature of the return.
3. ITEM CONDITION REQUIREMENTS
To be eligible for a return, all items must meet the following conditions:
The item must be unused and in the same condition as when it was received. It must be returned in its original packaging, including any boxes, protective wrapping, accessories, tags, and any included materials such as cleaning cloths or care instructions.
Items that show signs of use, wear, scratches, damage caused after delivery, or misuse will not qualify for a return or refund. We inspect all returned items upon receipt, and any item that does not meet these conditions may be returned to the customer or subject to a partial refund at our discretion.
We ask that you take care when re-packaging items to ensure they are adequately protected during return shipping, as we cannot be held responsible for items that are damaged in transit on their way back to us.
4. RETURN SHIPPING FEES
Customer Remorse Returns — If you have changed your mind about a purchase, selected the wrong style or size, or simply no longer want the item, the cost of return shipping is your responsibility. Original shipping fees paid at the time of purchase are non-refundable. We recommend using a trackable shipping method for your return, as we cannot guarantee receipt of items sent without tracking.
Damaged, Defective, or Incorrect Items — If your order arrives damaged, defective, or if you received the wrong item entirely, please contact us at support@lenashop.site within 7 days of delivery. Kindly include clear photos showing the issue, your order number, and a brief description of the problem. Once our team has reviewed and verified the issue, we will arrange return assistance at no additional cost to you and ensure the matter is resolved promptly, whether through a replacement or a full refund.
5. RESTOCKING FEES
We do not charge any restocking fees. The full value of your approved return will be refunded to your original payment method, with no deductions for restocking or handling.
6. REFUND PROCESSING
Once we receive your returned item, our team will inspect it and notify you of the outcome of your return request. You will receive an email confirming whether your refund has been approved or if there are any issues with the returned item.
If your return is approved, your refund will be processed and applied to your original payment method within 10 business days. Please note that depending on your bank or card provider, it may take additional time for the funds to appear in your account. If you have not received your refund after 10 business days, please first check with your bank or payment provider before contacting us.
If your return is not approved due to the condition of the item or missing components, we will notify you with the reason and discuss the available options.
7. EXCHANGES
If you would like to exchange an item for a different style or product, please contact us at support@lenashop.site and our team will be happy to assist. Exchanges are subject to product availability. If the item you wish to exchange for is not available, we will process a refund instead, provided your return meets the conditions outlined in this policy.
8. NON-RETURNABLE ITEMS
The following items are not eligible for return or refund:
Items that have been used or show signs of wear.
Items that have been damaged after delivery due to misuse, mishandling, or improper care.
Items returned without their original packaging, accessories, or included materials.
Items marked as final sale at the time of purchase.
If you are unsure whether your item qualifies for a return, please reach out to us before sending anything back and we will be happy to advise you.
9. LATE OR MISSING REFUNDS
If you have not received your refund within the expected timeframe, we recommend taking the following steps. First, check your bank account or payment method again. Then contact your credit card company or bank, as it may take some time before your refund is officially posted. If you have done all of this and still have not received your refund, please contact us at support@lenashop.site and we will investigate the matter for you.
10. DAMAGED ITEMS DURING RETURN SHIPPING
Lena Shop is not responsible for items that are damaged while being shipped back to us. We strongly recommend using a reliable courier with tracking and insurance, particularly for higher-value items. If an item arrives back to us in a condition different from when it was sent, we reserve the right to adjust the refund accordingly.
11. CONTACT INFORMATION
Business Name: Lena Shop
Business Email: support@lenashop.site
Phone: +1 218 213 2258
Business Hours: 9:00 AM – 6:00 PM EST (Monday – Friday)
Live Chat: Available 24/7
Business Address: 787 Hampden Ave, Saint Paul, MN 55114, United States
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