Returns & Refunds

1. Your 14-day right to cancel

Under the Consumer Contracts Regulations 2013 you may cancel your order within 14 days of receiving the goods, without giving a reason. The 14 days start the day the parcel is delivered.

• Tell us before the 14 days end — email returns@lenauk.co.uk with your order number, or use the cancellation form at the bottom of this page.
• Send the goods back within 14 days of telling us.
• We refund within 14 days of receiving the goods, or of you sending proof of return — whichever comes first. The refund includes the standard outbound delivery charge and goes back to the original payment method.
• You pay the cost of return postage unless the item is faulty or not what you ordered.
• Please handle the goods as you would in a shop. Worn, washed or tag-less items may be refunded less any loss in value caused by that handling.

2. Our 30-day returns policy

Outside the statutory period we still accept returns of unworn, unwashed items with tags attached, up to 30 days from delivery. This is a goodwill policy: the refund is for the goods, not the original delivery charge, and you pay the return postage.

3. What we cannot accept back

• Items that have been worn, washed, altered or had the tags removed.
• Items marked as final sale at the time of purchase.
• Underwear, socks and earrings once the hygiene seal or packaging has been opened.
• Anything returned after the 30-day window without prior agreement.

None of this affects your rights if an item is faulty, damaged in transit or not as described — in those cases we accept the return whatever its condition, and we pay the postage.

4. How to return an item

• Email returns@lenauk.co.uk with your order number and the item you want to return.
• We reply within 2 working days with the return address and a reference to put inside the parcel.
• Pack the item with the tags attached and send it back using a tracked service — keep the receipt until the refund has landed.
• We email you when the parcel arrives and again when the refund is issued.

5. Refunds

Refunds are issued to the original payment method within 14 days of the returned goods reaching us — in practice usually within 5 working days. Your bank may take a further 3–5 working days to show the credit. We cannot refund to a different card or account.

6. Exchanges

Need a different size? Tell us in the same email and we will hold the size while your return is in transit, where stock allows. If the replacement costs more or less, we will confirm the difference with you before dispatching.

7. Faulty or damaged on arrival

Email us within 30 days of delivery with a photo of the fault and your order number. We will arrange a refund, repair or replacement, including the cost of return postage. This sits alongside your rights under the Consumer Rights Act 2015 — see section 8 of our Terms of Service.

8. Parcel lost in the post

If tracking has not moved for 5 working days, contact us and we will open a case with the carrier. If the parcel cannot be found we will replace the order or refund it in full — you do not have to chase the carrier yourself.

Cancellation form

You can copy this into an email to returns@lenauk.co.uk if you prefer a written cancellation: