Refund Policy

Your satisfaction is our top priority. At Lena North, we are committed to delivering high-quality products and ensuring a smooth customer experience.

If your order does not meet your expectations, we offer a 30-day return and exchange guarantee, provided the item is returned in its original condition, including original packaging and tags.

We aim to make the return process simple, transparent, and convenient.

Easy 4-Step Return / Exchange Process

Step 1 – Contact Us

For any return or exchange request, please contact our customer service team:

Email: info@lenanorth.com

We will provide you with the nearest return address based on your location, including available return warehouses in regions such as the United States and Europe.

Step 2 – Pack Your Item

Please securely package your item(s) and include your order details inside the parcel.

All returned items must be:

  • Unworn and unused

  • In original condition

  • With all original packaging and tags attached

Step 3 – Choose Your Shipping Carrier

For returns that are not due to product defects or errors, the customer is responsible for return shipping costs. You may choose any shipping carrier.

Once the item has been shipped, please send us a photo or proof of shipment receipt so we can track your return and ensure smooth processing.

If you need assistance at any point, our support team is available to help.

Step 4 – Refund Processing

Once we receive and inspect your returned item(s), we will process your refund to your original payment method.

Please note:

  • Original shipping fees are non-refundable

  • Shipping insurance (if applicable) is non-refundable

Refunds are processed within 7-14 business days after approval. You will receive an email confirmation once your refund has been completed.

FAQ

1. Which items are non-returnable?

The following items cannot be returned or exchanged:

  • Custom-made items

  • Wholesale orders

  • Accessories

  • Extra items or add-ons

  • Mystery box items

  • Clearance or final sale items

  • Flash sale items

  • Items marked as non-returnable

  • Free gifts

2. Do you offer free returns or exchanges?

Yes, we accept returns and exchanges within 30 days of receiving your order.

  • If the item is defective or incorrect, return shipping is free

  • For all other cases, the customer is responsible for return shipping costs

Common defects include:

  • Wrong item received

  • Damaged or stained items

  • Missing parts or accessories

  • Quality issues

3. Can I return or exchange after 30 days?

Returns and exchanges are only accepted within 30 days of delivery for eligible cases. After this period, the return window is closed.

If you still have concerns, you may contact us at:
info@lenanorth.com

4. Will my coupons or gift cards be reusable after cancellation?

  • Coupons / Discount codes: One-time use only and cannot be automatically reissued. Contact support if needed.

  • Gift cards: Reactivated and can be used again after cancellation.

5. What if I purchased Shipping Protection?

If you purchased shipping protection and need assistance, please contact our support team at:

info@lenanorth.com

We will review and resolve your case as quickly as possible.

6. What if I haven’t received my refund after 7 days?

Please contact us at:

info@lenanorth.com

Refund timelines:

  • PayPal: up to 3 business days

  • Credit/debit cards: 7–14 business days depending on your bank