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FAQ

    Payment

    What payment methods do you accept?

    We accept the following payment menthos: Credit cart and paypal.

    Where is my refund?

    Please note we do not do credit card or paypal refunds. We only refund store credits via gift cards.

    Ordering and delivery

    Can I place an order without creating an account?

    Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. If you want to return an item, you have to create an account to print our returns document.

    Where is my order confirmation?

    This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at help@leonessalingerie.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

    Why has my order been canceled?

    We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible. 

    How do I cancel my order?

    There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via help@leonessalingerie.com, we may be able to cancel your order before it’s processed. After 2 hours or after you received a shipping confirmation, unfortuantely we cannot cancel your order anymore as it was already processed. 

    Can I alter my order?

    Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

    What countries do you ship to?

    We ship worldwide. Yay!

    When will my order arrive?

    Please find the estimated delivery times below:

    Switzerland: 4 working days
    Europe: up to 10 working days
    US: up to 10 working days
    International: up to 21 working days 

    We are not responsible for any unexpected shipping delays caused by the shipping company or customs.

    How much is shipping?

    Shipping costs depend on the item you’ve ordered and the country where it’s being delivered. Therefore your shipping costs will be calculated at checkout. We offer free shipping from orders over 150 EUR. 

    What about custom taxes?

    All orders are shipped from Switzerland and shipping costs do not include any custom charges that may occur for international orders, these costs are up to the customers.

    Can I track my order?

    Orders within Switzerland are non-trackable.

    For international orders we offer two shipping options: either tracked shipping or standart shipping that does not include tracking but is cheaper.

    Returns

    Can I return or exchange an item?

    You have 14 calendar days to return an item from the date you received it and will then receive store credit as refund. Please note that we do not do cash refunds and that we do not accept panties, thongs and bodies to be returned for hygienic reasons. To be eligible for a return, your item must be in its original form (not worn, altered, washed), have all original tags/labels attached and must be in the original packaging. Please note, any return item received by us outside of the 14 day return policy or in a damaged, worn or unsuitable condition will not be accepted. We won't be able to give you store credit and we will have to send it back to you and will automatically subtract the shipping costs from your store credit. We do not offer exchanges, you'll have to place a new orderes yourself with your store credit. 

    Please find all information about how to return your items here. 

    How do I return an item?

    To return one or several items, please log in to your customer account. Then download and print the Returns Form next to the order of which you want to return items. Please make sure to indicate the reason of return and insert the Returns Form together with the item(s) you wish to return. Please note that we do not make any exchanges, therefore please order your desired size yourself, once you receive your store credit. You will also find the address for returns on that form. In case you checked out as a guest and want to return any item(s), please create an account with the email address used for your guest order, you will then find your Returns Form as described above. 

    We recommend using a tracked method for safe delivery. If the package does not reach us safely, we will not be able to exchange it or offer a refund.

    Please find all information about returns on our Shipping & Returns Page.

    What do I do if I lose my return note?

    We are not sending any return notes with your order to save paper for sustainable reasons. You have to print your returns form yourself if you need to return an item.

    My order has arrived but it’s not as I expected. What can I do?

    In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via help@leonessalingerie.com with the details. We’ll respond within 72 hours. If you just don’t like the product for any reason or if it does not fit, we will of course take it back and offer you a store credit in return.

    Please have a look at our Shipping & Returns page to see which items are eligible for returns.

    How long does it take to return an item?

    This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

    Please use a tracked shipping method because unfortunately we will not be able to offer any refund in case your return parcel does not reach us savely.

    How do I find my right size?

    Size Guide

    Our size guide will help you find your right size. 

    In case you are unsure if an item will fit you, please contact help@leonessalingerie.com and we will happily help finding the right size for you. 

    Sales + Special Offers

    Sales

    We do not do sales as we already take a low margin in order to offer you great quality and fair production for an affordable price. 

    However, you might be able to snatch a 10% discount code once in a while if you follow us on social media or are a newsletter subscriber. Please note that if you order anything with discount and choose to return this item, the amount refunded as store credit will be the actual amount paid. 

    Special Offers

    Sometimes we are running special offers e.g. adding a free gift to your order for some occassions.

    Please note, that these gifts are only added to your order while stocks last. In case these gift products are out of stock, they will not be added to your order. These offers are only valid once per person. In case one person orders several times within the period the special offer is valid, the gift item will only be added to the first order. 

    Gift Cards

    Do you sell gift vouchers?

    Yes, we do. These are issued electronically by email and each contains a unique reference number. Our gift vouchers are ideal if you’re not sure what to get that special person in your life. Get a gift card now.

    Contacts

    For customer service

    help@leonessalingerie.com

    For general feedback

    roar@leonessalingerie.com

    For PR contacts

    press@kiosk-agency.ch