Shipping & Returns
LEONESSA Lingerie ships all its parcels from Switzerland. Shipping costs are calculated at checkout depending on the country your order shall be shipped to. Please note, shipping costs do not include any custom charges that may occur for international orders, these costs are up to the customers. LEONESSA Lingerie does not cover any exchange shipping costs, furthermore shipping costs are non-refundable in case of returns.
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.
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.
How it works
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.
Store Credits / Refunds
Once we receive your item, we will inspect it. If your return is approved, we will provide you with store credit equal to the paid price of the pieces returned (you receive an email with a gift card code). The store credit / gift card has no expiration date. Please note that we cannot make any exceptions for a refund due to your item being out of stock.
In the unlikely event that you receive a wrong or faulty item, please contact us at email@example.com within 10 days of receiving your item, and we will assist you in resolving the issue. You will, of course, receive a full refund or free exchange.
We cannot accept returns of panties, thongs and bodies as we can not re-sell these items for hygienic reasons. Many retailers who accept returns on these items simply destroy the items returned. But as we are doing our best to be as sustainable as possible which also means producing as less waste as possible, we decided not to accept these items as returns and hope for your sincere understanding.
Please note, that if any of the above mentioned non-returnable items get returned, 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.
Items purchased in a campaign
Items that were purchased during campaigns (e.g. "get a free extra panty if you buy a complete lingerie set") can be returned (except the non-returnable items mentioned above) but please note that the worth of the gifted item will be partly deduced from the store credit.
If you have any questions on how to return your item or if you received a faulty item, please contact us anytime at firstname.lastname@example.org