Return and Refund Policy
You can request a return within 30 days of delivery, including if you change your mind. Contact us before sending anything back so we can give you the correct instructions and return address.
How to start a return
- Email support@lenbutik.com with your order number, the item you want to return and the reason.
- Wait for our return instructions and the return address. We reply within 1 business day. Do not send a parcel to our business address without these instructions.
- Pack the item securely to protect it in transit. Return it in the condition in which it was received and include the original packaging, tags and accessories whenever possible. Keep your proof of postage and tracking details.
Return condition and eligibility
For a change-of-mind return, the item must be new and unused. Include the original packaging, tags and accessories whenever possible. If a request is made after 30 days, or an item is returned in a condition that does not meet this policy, we will explain why the return cannot be accepted and discuss the next step with you. We will not charge a restocking or additional processing fee. These conditions do not remove your rights for damaged, defective or incorrect goods.
Who pays return shipping?
For a change-of-mind return, you arrange and pay for return shipping, including obtaining your own shipping label, after we send you the return instructions and address, unless applicable law requires otherwise. For an item that arrives damaged, defective or incorrect, we cover any return shipping we require and explain how to arrange it when you contact us. There is no restocking fee.
Inspection and refund timing
We inspect your return and email the outcome within 3 business days of receiving it. If approved, we issue the refund to your original payment method within 2 business days of approval and send a confirmation email.
Your bank or payment provider may then take up to 7 business days to show the amount in your account. This banking period starts after we issue the refund; it is separate from our inspection and processing time. Business days are Monday to Friday, excluding public holidays.
If the credit has not appeared after that banking period, contact us with your order number so we can check the refund reference. We do not ask you to send payment-card details by email.
Exchanges
If you would prefer a replacement, tell us when you request the return. We will confirm availability and explain the next steps before you send the item. If the requested replacement is unavailable, you can choose a refund under this policy.
Damaged, defective, incorrect or missing items
Email us as soon as you notice the issue. Include your order number, a short explanation and photos of the item and packaging if available. We will arrange a replacement or refund for a damaged, defective or incorrect item and cover any return shipping we require. If an item is missing, we will investigate and arrange delivery of the missing item or a refund for it. Contacting us first helps us give you the right instructions; it does not limit your legal rights.
Order changes and cancellations
Email us as soon as possible if you need to change or cancel an order. Once packing has begun, we may be unable to stop it. Shipped orders follow the return process above. If we notify you that dispatch is delayed, you may cancel the unshipped order for a full refund. We issue cancellation refunds within 2 business days, with up to 7 business days afterward for your bank or payment provider to show the credit.
See our Shipping Policy for delivery information and our Terms of Service for the terms that apply to orders.
Contact information
Store: Lenbutik
Business address: Zinkeling 76, Boskoop NZ 2771, Netherlands
Please contact us for return instructions and the return address before sending a package.
Email: support@lenbutik.com
Phone: +1 (551) 261-4406
Contact form: Send a message
Support hours: Monday to Friday, 8:00 am to 4:00 pm Eastern Time (ET).
We reply within 1 business day.