Terms of Service
The terms that apply when you order from LENA. Last updated: 20 October 2026.
In short: prices include VAT, delivery is shown before you pay, you have 14 days by law to cancel without giving a reason, our own returns window is 30 days, and nothing here affects your statutory rights.
1. About us
This website is operated by LENA (LONDON) LIMITED, a company registered in England & Wales under company number 08361983. Our registered office is Flat 6 Nassau House, 122 Shaftesbury Avenue, London W1D 5ER, United Kingdom. You can contact us at hello@lenauk.co.uk or by post at the address above.
2. Using this website
By browsing this site or placing an order you agree to these terms. If you do not agree with them, please do not order. We may update these terms from time to time; the version in force is the one published here on the date you place your order.
You are responsible for making sure the details you give us (name, delivery address, email) are correct and that you are able to receive the parcel at that address.
3. Our products
Each product page lists the colour, the sizes available and the price including VAT. Photographs are taken of the actual garments we sell, but screens display colour differently, so a shade may look slightly different in daylight. Measurements and fit notes, where given, are approximate.
Stock is limited and the range changes through the season. If an item you ordered turns out to be unavailable we will tell you before dispatch and refund that item in full.
4. How an order is formed
When you complete checkout you are making an offer to buy. Your order is accepted, and a contract is formed, when we send you a dispatch confirmation email. Until then we may decline an order — for example if the item is out of stock, if a price or description was clearly wrong, if the order looks fraudulent, or if delivery to your address is not possible.
If we decline an order we will not take payment, or we will refund any payment already taken in full.
5. Prices and payment
All prices are in pounds sterling (GBP) and include UK VAT at the applicable rate. Delivery charges are shown at checkout before you pay and are not added afterwards. We may change prices at any time, but a change never affects an order we have already accepted.
Card payments are processed by a regulated payment provider. We never see or store your full card number. The charge on your statement will show the trading name of the merchant that processed the payment.
6. Delivery
Delivery options, prices and estimated timescales are set out on our Shipping & Delivery page. Timescales are estimates, not guarantees, and are counted in working days. Risk in the goods passes to you when they are delivered to the address you gave us.
7. Your right to cancel — 14 days
As a consumer in the UK you have a statutory right to cancel your order within 14 days of receiving the goods, without giving a reason (Consumer Contracts Regulations 2013).
- To cancel, email returns@lenauk.co.uk with your order number, or use the cancellation form on our Returns & Refunds page, before the 14 days are up.
- Send the goods back within 14 days of telling us you are cancelling.
- We refund within 14 days of receiving the goods back, or of you showing us proof of return — whichever is earlier. The refund includes the standard outbound delivery charge, and is paid to the original payment method.
- You bear the direct cost of returning the goods, unless they are faulty or not what you ordered.
- You are only liable for any diminished value caused by handling the goods beyond what is necessary to establish their nature, characteristics and fit — in practice: do not wear, wash or remove tags before deciding.
8. Faulty or not as described
Goods must be as described, of satisfactory quality and fit for purpose (Consumer Rights Act 2015). If something is faulty, damaged or not what you ordered, email us within 30 days of delivery and we will arrange a refund, repair or replacement — including the cost of return postage. After 30 days you keep your statutory rights for up to six years, and we will deal with each case on its facts.
9. Our own 30-day returns policy
Beyond your statutory rights, we accept returns of unworn, unwashed items with tags attached for 30 days from delivery. This is a goodwill policy and does not replace your legal rights described above. Full details, including the small number of items we cannot accept back, are on the Returns & Refunds page.
10. Discount codes and promotions
Promotional codes are valid for the period and the minimum spend stated with them, cannot be exchanged for cash, and cannot be combined unless we say so. If an order is cancelled or returned, the value of any discount is not refunded in cash.
11. Our content
The text, photography, layout and code on this site belong to us (or are used with permission) and may not be copied for commercial use. You may link to our pages and share them freely.
12. Our liability
We do not exclude or limit our liability where it would be unlawful to do so — including for death or personal injury caused by our negligence, for fraud, or for defective products under the Consumer Protection Act 1987. Otherwise our liability for any order is limited to the amount you paid for that order, and we are not liable for indirect losses such as lost profit or lost opportunity.
13. Events outside our control
We are not liable for delay or failure to perform caused by something genuinely outside our control — for example severe weather, carrier strikes, customs delays or a national emergency. If such an event affects your order we will contact you and, if it cannot be delivered within a reasonable time, refund it.
14. Complaints and disputes
If something goes wrong, email hello@lenauk.co.uk with your order number and we will reply within 5 working days. Most issues are settled at that stage. We are not currently signed up to an alternative dispute resolution (ADR) scheme, and nothing in these terms prevents you from using a certified ADR provider or from going to court.
15. Which law applies
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts, and you keep the benefit of any mandatory consumer protection rules in your country of residence.
Company details
LENA is a trading name of LENA (LONDON) LIMITED, a company registered in England & Wales under company number 08361983. Registered office: Flat 6 Nassau House, 122 Shaftesbury Avenue, London W1D 5ER, United Kingdom. VAT no. GB 233726121.