FAQ

  • Are the prices inclusive of value added tax (VAT)? Yes, all prices on our website are quoted in Australian Dollars (AUD) and include value added tax (VAT).
  • Are there additional charges? Yes, any shipping or customs fees will be displayed separately during the checkout process.
  • What payment methods do you accept? We accept the following payment methods: 
  • Credit and Debit Cards: Visa, MasterCard, American Express
  • PayPal
  • Apple Pay 
  • Is there free shipping within Australia? Yes, shipping is free for all orders within Australia.
  • Are there any hidden fees? No, all costs are clearly displayed at checkout.
  • How long does it take to process my order?
  • Processing time: Orders are processed within 1 business days (Monday to Friday).
  • Order deadline: Orders received by 17:00. (AEST) will be processed the same day.
  • Weekend Orders: Orders placed on the weekend will be processed the next business day.
  • How long does delivery take?
  • Estimated delivery time: 1-3 working days.
  • Shipping days: Shipping takes place from Monday to Saturday.
  • Note: Delivery times are estimated and may vary due to external influences such as weather conditions or transportation problems.
  • Can I return an item? Yes, customers in Australia have the right to cancel their purchase and return the product within 30 days of receipt without giving any reason.
  • How does a return process work?
  • Return notification: Contact our customer service at support@lenasole.com with your order number and a detailed return request.
  • Return Authorization: After your request is reviewed, you will receive detailed instructions and, if necessary, a prepaid return label.
  • How do I pack and ship the item?
  • Pack the item securely in the original packaging with all labels and tags attached.
  • Please include the return form and any supporting documents or pictures.
  • Download and print the return label from the link in our email.
  • Who bears the return costs?
  • In case of faulty products: There will be no charge to the customer. This applies if the product is incorrect, damaged during shipping or otherwise defective.