Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To start a return, you can contact us at info@lenilondon.com.
If your return is accepted, we'll send you the instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. We recommend using a tracked shipping service, as we cannot be responsible for items lost or damaged during return shipment.
You can always contact us for any return question at info@lenilondon.com.
Return shipping
For returns due to change of mind or exchange, customers are responsible for return shipping costs.
Eligibility for returns
To be eligible for a return, items must be:
- unworn and unwashed
- in their original condition
- with all tags attached and original packaging
- For hygiene reasons, items that are sealed in plastic packaging (such as underwear, swimwear, socks or similar) can no longer be returned once the plastic seal has been opened or removed. This does not affect your statutory rights or the return of other items.
Returns showing signs of wear, use, or damage may be refused.
Cancellations
You may cancel your order free of charge within 15 minutes of placing it. To do so, contact us immediately at info@lenilondon.com. After this window, we cannot guarantee that cancellation is still possible, as your order may already have entered processing. If your order has already shipped, you will still receive the package and may use our return policy above.
Damages and Issues
If you receive a damaged item or an incorrect item, please contact us within 7 days of delivery at info@lenilondon.com. Reports received after this period will not be eligible for a refund or replacement. Please include:
- Your order number
- Photos of the damaged or incorrect item
- A brief description of the issue
If the issue is due to an error on our part (incorrect item shipped, manufacturing defect, or damage in transit), we will arrange a replacement free of charge.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped within the United Kingdom, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Refunds
Once your return has arrived and been inspected, your refund will be processed within 7-14 business days. Refunds are issued to your original payment method only; shipping costs are non-refundable.
After the refund is issued, it typically takes 7-14 business days for the funds to appear on your statement (depending on your bank/card provider). Please note that processing times can vary.
If more than 14 business days have passed since your return was approved and you haven't received your refund, please contact us at info@lenilondon.com.
Contact Information
Store name: Leni London
Company name: TripleW Brands
Company Address: Bergweg 55, Veenendaal, Utrecht, 3904 HM, The Netherlands
Company nr.: 42005680
VAT: NL005078966B47
Phone: +44 7481 359923
Email: info@lenilondon.com
Monday to Friday | 09:00 – 17:00 (GMT)
We aim to respond to your inquiries within 24 hours.