Free shipments in Europe

FAQ

1) Payment

How can I pay for my order?

We currently accept Paypal and most credit and debit cards, including Visa, MasterCard, American Express, Discover, JCB and Diners Club.

We will make the payment to your account once the order placed by you has been sent. Make sure that the billing address entered during your purchase matches the address of the payment card used. Please note that we currently do not accept payments by check or by phone.

What currency can I pay with?

We accept payments in 130 currencies from 40 countries

Can I have a different billing address at my delivery address?

Yes, billing and shipping addresses may be different.

What information do you need?

When you place your order you will be asked for your credit or debit card number, expiration and start date (Maestro only) and CVV number (card security number). These are the last three digits on the signature strip on the back of the card.

What is a CVV code?

A CVV number ("Card Verification Value") is a 3-digit number found on the VISA, MasterCard and DISCOVER cards, credit cards and debit cards. On American Express credit or debit cards, this is a 4-digit numeric code located on the front / right side of the card.

What security checks do you have to make sure my purchase is valid?

All credit / debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your card refuses or, for any reason, does not authorize payment, then we will not be able to accept the order.

 

2) Your protection

Do I keep my personal data safe?

We take your privacy and your security very seriously and we only use the information in the ways you want. When you shop on our site we protect your payment information so that all information is encrypted before being sent over the internet. Please read our Privacy Policy for more details.

How safe is shopping at lenora.shoes?

We use the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your personal and payment information very seriously.

The lenora.shoes site is compatible with SSL certificate, it means that there is no need to worry about the security of your data and credit card information that you will release to us.

 

3) Orders

Can I make changes to my order?

No, once the order fulfillment procedure has begun, the courier picks up your goods and we cannot cancel or change the order. If you change your mind after processing your order, you can return the goods with a full refund. Upon receipt of the returned goods, we will refund the price paid for the item on the card used for the purchase within 14 days.

What happens if I notice that my personal data is incorrect after completing the order?

If you notice that your personal data is incorrect after completing the order, please contact our Customer Service by visiting our Contact Us page. We cannot guarantee that we will be able to solve the problem; however, we can assure you that we will do everything we can to change your order.

What happens if an item in my order is no longer available?

If you find that an item you ordered is no longer available when we are ready to ship, you will be contacted by our customer support team via e-mail to provide a solution.

How do I know if you have received my order?

Once you have placed an order you will receive a confirmation e-mail containing the number for that order. We remind you that this code only states that the order has been received and is not confirmation that the purchase was successful. When the goods are ready for shipment and are sent, the credit card used by you will be debited and we will send an e-mail to confirm the purchase and sending of the package including the details for its monitoring during the shipment. (tracking number).

 

4) Multi purchase

After making a multiple purchase how does it affect my refund if I have to return one of the items in my order?

If you decide to return a product that is part of two or more purchases, the amount refunded will be calculated on the remaining cost of the total paid by you. This means that the order will continue to be treated as a full price and the refund will be the remaining amount of the multi purchase. If you return the original item and wish to order another variant, we are unable to offer the same multi-purchase price.

 

5) Lenora discount codes

What are Lenora discount codes?

These are codes that can be applied to receive a discount. These discounts can be used to obtain free shipping or discounts on the order price.

Where can I find the discount codes?

Lenora discount codes can be found on our newsletters. Just sign up for our newsletter and we'll send you e-mails with our offers and discount codes. We remind you to check the Terms and Conditions section as our codes may vary. Promotional codes on money-saving websites, such as voucher or forum sites are not approved by Lenora and are beyond our control, and may therefore be invalid or expired. Therefore Lenora cannot authorize discounts in these circumstances.

How do I add a discount code?

You can enter the Lenora discount code, in a box that you will find in the final phase of your purchase. The promotional code or discount will appear immediately and will be applied to the total. If this were not the case, the voucher cannot be refunded or used in the next order or after this order has been processed. Remember that only a discount code can be used per order.

I forgot to add a voucher code, how do I do it?

Unfortunately, as mentioned above, if the discount code has not been entered for payment, we cannot apply it to a subsequent order or modify the payment once the order has been processed.

I entered my discount code, but it didn't work, what can I do?

Our system should always recognize valid discount codes. As a result, if a discount was not deducted from your order, the code was entered incorrectly. As indicated in the previous section, the discount codes can be redeemed only during the execution of the order and cannot be applied or modified once the order has been processed.

How do discount codes affect my returns rights on my order?

If you decide to return products to which a discount code has been applied, the amount refunded will be equal to the amount actually paid by you. Discount codes and promotions exclude shipping and packaging. If the original order has been returned and you wish to order another variant or another product, we are unable to issue another code or deduct the discount on the new order.

 

6) Delivery

How much do I have to pay for shipping and packaging for my order?

Nothing, it's free if the delivery is in the European Union. 

It is very important for us that a customer chooses Lenora shoes and we are happy to reciprocate by offering free delivery and return, because we are not happy if you are not satisfied with your Lenora shoes.

For the rest of Europe and the world, shipping prices range from 12 to 40 euros, but will be announced at the time of payment.

We remind you that in any case the customs duties are your responsibility.

How can I track my order?

At your request by email at contact@lenora.shoes a monitoring link will be provided. The confirmation email will be sent once the order has left our warehouse. We remind you that the tracking link to become active may take up to 24 hours from receipt of the email.

 

7) Returns

What is your return policy?


You have 14 days from receiving the order to make the return.It's free if in the European Union.

It is very important for us when a customer chooses Lenora and we are happy to reciprocate by offering free delivery and return, because we are not happy if you are not satisfied with Lenora shoes.

For the rest of Europe and the world the prices of withdrawals vary from 12 to 40 euros, but will be communicated during the payment phase.

For shipments to the USA and Canada, shipping costs for returns are € 30.

We remind you that in any case the customs duties are your responsibility.

If you have not registered by purchasing, you must request the return authorization directly by email at info@lenora.shoes

Can I make a change?

Unfortunately we are not able to process all changes for items sent to our system, therefore, the product must be returned and a new order must be made for the desired new product.

To request a return you can follow the procedure on the site under RETURNS, we will send you an authorized courier to collect the shoes. We will take up to 14 working days to receive and process the refund for your return. An automatic e-mail will be sent to confirm that the refund has been started. Please see our returns policy for full details.

When will I receive my refund once an item is returned?

You will receive an e-mail notification confirming receipt of your returned items. We will check the returned items and inform you (or inform the cardholder who requested the refund), once you have decided to accept the return. The time required to receive your returned items and process the refund can take up to 14 working days and an e-mail will be sent to confirm your refund once completed.

What should I do if I received the wrong item or my item is defective?

In the unlikely event that you have received the wrong or defective item, please contact our Customer Service immediately by visiting our Contact Us page or by writing to us at contact@lenora.shoes.

How can I shop online?

Just select a product from anywhere on this site, choose color and size, and then add it to your cart. Once you have finished shopping, click on the cart at the top of the page and follow the payment procedure.

All prices shown on the site include VAT at current rates. The prices are correct when we insert them into the system. The total cost of the order is the price of the products ordered, plus shipping costs if outside the European Union.

At the end of the payment procedure it is possible to review and modify the order details on the "Order Summary" page.

When you are ready to complete the order, click on the Complete Purchase / Payment button and you will be directed to the payment page. Be sure to carefully review this page, you will not be able to change the order once the payment has been processed. You will receive a confirmation e-mail shortly after ordering the product.

Remember, all orders placed must have a billing and shipping address in one of the countries within our shipping perimeter.

How do I sign up for the Lenora newsletter?

Just enter your e-mail address in the newsletter box on the pages of lenora.shoes. Our newsletter will keep you updated with the latest arrivals, exclusive promotions and limited offers.

How can I unsubscribe from the Lenora newsletter?

Use the link at the bottom of any promotional e-mail received from Lenora.

How do I know what sizes are available on Lenora?

Just check the sizes available on the product details page.

What happens if my purchase is not suitable?

If you find that your purchases are unsuitable for any reason, you can simply change the order with anything else in the store or request a refund within 14 days of purchase.

 

8) I have a suggestion or a question that is not answered here.

We'd love to hear from you! You can contact our Customer Service by visiting our Contact Us page or by sending an email to the address below.

 

How can I contact Lenora?

Send us an email

contact@lenora.shoes

Write us a message on the Contact Us page of the lenora.shoes website.

 

Technical Problems

My order cannot be processed

Try to re-enter the order: sometimes when the site has to process a strong request for orders, they are not entered immediately. If you are still experiencing problems, please note what happens and what messages the site shows you. You may also need to try another browser or another computer to make sure it is not a compatibility issue.

If problems persist, try deleting cookies / caches on your computer and re-request the order. You will need to go to the 'Tools' tab on your Internet browser, select 'Internet Options', then choose 'Delete Cookies' and press OK. If the problem persists, please contact our customer service by visiting our Contact Us page and we will evaluate together:

  • The products you are trying to add to the cart
  • The browser used
  • The order process phase
  • The exact error message

Also, we recommend using Google Chrome or Mozilla Firefox as your favorite internet browser.

My order was canceled, but I think I was charged for the amount.

When an order is processed, the communication is presented through your bank's internal system. If you receive an e-mail indicating that your order has been canceled, this means that your bank has registered a transaction but the money is withdrawn from your account only when it becomes a sale. In any case the payment will be canceled on your account within 30 days after such communication. Please contact your bank and confirm these details with them.

An error message says the card details are incorrect, what can I do?

Make sure you enter your card details exactly as they appear on the card including the name. Please enter the card number without spaces. The CVV number is the last three digits on the signature strip on the back of the card. The problem can be caused by 3DSecure (Verified by Visa or Mastercard secure code), a configuration system that manages online fraud and protects the account of the owner. This system is managed by the bank, so it may be worth contacting you and asking you to check that there are no problems with the 3DSecure system on your account.Make sure you enter your card details exactly as they appear on the card including the name. Please enter the card number without spaces. The CVV number is the last three digits on the signature strip on the back of the card. The problem can be caused by 3DSecure (Verified by Visa or Mastercard secure code), a configuration system that manages online fraud and protects the account of the owner. This system is managed by the bank, so it may be worth contacting you and asking you to check that there are no problems with the 3DSecure system on your account.

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