1. WHAT THESE TERMS COVER

What these terms cover: These are the terms and conditions on which we supply products to you.

Why you should read them: Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms or require any changes, please contact us to discuss.

Are you a business customer or a consumer? In some areas you will have different rights under these terms depending on whether you are a business or consumer. You are a consumer if:

You are an individual.

You are buying products from us wholly or mainly for your personal use (not for use in connection with your trade, business, craft or profession).

If you are a business customer this is our entire agreement with you: If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these terms and that you shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.

2. INFORMATION ABOUT US AND HOW TO CONTACT US

Who we are: We are Leny Clo Limited. We are registered in England and Wales under company number 16144543 and have our registered office at Ashley House, Office 208 235-239 High Road, London, England, N22 8HF and main trading address at 3rd Floor, 45 Albemarle Street, London, W1S 4JL, United Kingdom. We are a limited company.

How to contact us: You can contact us by writing to us at contact@lenyclo.com.

How we may contact you: If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

"Writing" includes emails: When we use the words "writing" or "written" in these terms, this includes emails.

3. OUR CONTRACY WITH YOU

How we will accept your order: Our acceptance of your order will take place when we email you our confirmation email to accept it, at which point a contract will come into existence between you and us.

If we cannot accept your order: If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because a credit reference we have obtained for you does not meet our minimum requirements, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.

Your order number: We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

4. OUR PRODUCTS

Products may vary slightly from their pictures: The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.

Product packaging may vary: The packaging of the product may vary from that shown in images on our website.

5. YOUR RIGHTS TO MAKE CHANGES

If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

6. OUR RIGHTS TO MAKE CHANGES

Minor changes to the products: We may change the product:

to reflect changes in relevant laws and regulatory requirements; and

to implement minor technical adjustments and improvements, for example to address a security threat. These changes will not affect your use of the product.

More significant changes to the products and these terms: In addition, as we informed you in the description of the product on our website, we may make the following changes to these terms or the product, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received:

Updates to digital content: We may update or require you to update digital content, provided that the digital content shall always match the description of it that we provided to you before you bought it.

7. PROVIDING THE PRODUCTS

Delivery costs: The costs of delivery will be as displayed to you on our website.

When we will provide the products: During the order process we will let you know when we will provide the products to you. If the products are ongoing services or subscriptions, we will also tell you during the order process when and how you can end the contract.

We are not responsible for delays outside our control: If our supply of the products is delayed by an event outside our control, for example and not limited to customs delays, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

If you are not at home when the product is delivered: If no one is available at your address to take delivery and the products cannot be posted through your letterbox, our shipping provider will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.

If you do not re-arrange delivery: If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 10.2 will apply.

When you become responsible for the goods: A product which is goods will be your responsibility from the time we deliver the product to the address you gave us or a carrier organised by us delivers the product to the address you gave us.

When you own goods: You own a product which is goods once we have received payment in full.

What will happen if you do not give required information to us: We may need certain information from you so that we can supply the products to you. If so, this will have been stated in the description of the products on our website. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 10 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

Reasons we may suspend the supply of products to you: We may have to suspend the supply of a product to:

deal with technical problems or make minor technical changes;

update the product to reflect changes in relevant laws and regulatory requirements;

make changes to the product as requested by you or notified by us to you (see clause 6).

Your rights if we suspend the supply of products: We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. If we have to suspend the product for longer than one calendar month in any calendar year we will adjust the price so that you do not pay for products while they are suspended. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than one month and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.

We may also suspend supply of the products if you do not pay: If you do not pay us for the products when you are supposed to (see clause 14) and you still do not make payment within 14 days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. We will not suspend the products where you dispute the unpaid invoice (see clause14). We will not charge you for the products during the period for which they are suspended. As well as suspending the products we can also charge you interest on your overdue payments (see clause14). 

8. YOUR RIGHTS TO END THE CONTRACT

You can always end your contract with us.  Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing, when you decide to end the contract and whether you are a consumer or business customer:

If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see clause 12 if you are a consumer and clause 13 if you are a business;

If you want to end the contract because of something we have done or have told you we are going to do, see clause 8;

If you are a consumer and have just changed your mind about the product, see clause 8. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you may have to pay the costs of return of any goods;

In all other cases (if we are not at fault and you are not a consumer exercising your right to change your mind), see clause 8.

Ending the contract because of something we have done or are going to do: If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 6);

we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

there is a risk that supply of the products may be significantly delayed because of events outside our control;

we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than one calendar month; or

you have a legal right to end the contract because of something we have done wrong.

Exercising your right to change your mind if you are a consumer (Consumer Contracts Regulations 2013): If you are a consumer then for most products bought online you have a legal right to change your mind within 14 days and receive a refund.  These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

Our goodwill guarantee for consumers: Please note, these terms reflect the goodwill guarantee offered by Leny Clo Limited of Ashley House, Office 208 235-239 High Road, London, England, N22 8HF to its UK consumer customers, which is more generous than your legal rights under the Consumer Contracts Regulations in the ways set out below. This goodwill guarantee does not affect your legal rights in relation to faulty or misdescribed products (see clause 12):

Right under the Consumer Contracts Regulations 2013

How our goodwill guarantee is more generous

Consumer to pay costs of return.

We pay the costs of return.

When consumers do not have a right to change their minds: Your right as a consumer to change your mind does not apply in respect of:

digital products after you have started to download or stream these;

services, once these have been completed, even if the cancellation period is still running;

products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;

sealed audio or sealed video recordings or sealed computer software, once these products are unsealed after you receive them

goods that are made to your specifications or are clearly personalised ; and

any products which become mixed inseparably with other items after their delivery.

How long do consumers have to change their minds? If you are a consumer how long you have to change your mind depends on what you have ordered and how it is delivered.

Have you bought goods (for example, a dress)? If so you have 21 days after the day you (or someone you nominate) receives the goods, unless:

Your goods are split into several deliveries over different days: In this case you have until 21 days after the day you (or someone you nominate) receives the last delivery.

Your goods are for regular delivery over a set period (for example, a dress):  In this case you have until 21 days after the day you (or someone you nominate) receives the first delivery of the goods.

Ending the contract where we are not at fault and there is no right to change your mind: Even if we are not at fault and you are not a consumer who has a right to change their mind (see clause 8), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods or digital content is completed when the product is delivered, downloaded or streamed and paid for. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end a contract before it is completed where we are not at fault and you are not a consumer who has changed their mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract

9. HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU ARE A CONSUMER WHO HAS CHANGED THEIR MIND)

Tell us you want to end the contract: To end the contract with us, please let us know by doing one of the following: 

Email. Use the ‘return’ button on the email we sent you when you made the order.

Email. Email us at contact@lenyclo.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.

Returning products after ending the contract: If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must return the goods to the Returns Address provided to you in your Returns Email. If you are a consumer exercising your right to change your mind you must send off the goods within 21 days of your goods being delivered to you, if you wish to end the contract.

When we will pay the costs of return: We will pay the costs of return of those goods shipped to you:

if the products are faulty or misdescribed;

if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong; or

What we charge for collection: If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. The costs of collection will vary depending on the country of delivery. You may learn more about the cost of returns from our Returns Policy page.

How we will refund you: If you are entitled to a refund under these terms we will refund you the price you paid for the products excluding delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

When we may make deduction from refunds if you are a consumer exercising your right to change your mind: If you are exercising your right to change your mind:

We may reduce your refund of the price to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

In terms of refund for delivery costs we may refund the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we may only refund what you would have paid for the cheaper delivery option.

Where the product is a service, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.

When your refund will be made: We will make any refunds due to you as soon as possible. If you are a consumer exercising your right to change your mind then:

If the products are goods and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you. For information about how to return a product to us, see clause 9.

10. OUR RIGHTS TO END THE CONTRACT

We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:

you do not make any payment to us when it is due and you still do not make payment within 14 days of us reminding you that payment is due;

you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, name, address, type and colour of product;

you do not, within a reasonable time, allow us to deliver the products to you or collect them from us; or

you do not, within a reasonable time, allow us access to your premises to supply the services.

You must compensate us if you break the contract: If we end the contract in the situations set out in clause 10, we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

We may withdraw the product: We may write to you to let you know that we are going to stop providing the product. We will let you know at least 24 hours in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.

11. IF THERE IS A PROBLEM WITH THE PRODUCT

How to tell us about problems: If you have any questions or complaints about the product, please contact us. You can write to us at contact@lenyclo.com or 3rd Floor, 45 Albemarle Street, London, W1S 4JL, United Kingdom.

Your rights in respect of defective products if you are a consumer: If you are a consumer we are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights

Summary of your key legal rights

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

If your product is goods, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

up to 30 days: if your goods are faulty, then you can get an immediate refund. 

up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases. 

up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.   

See also clause 8.

If your product is digital content, for example a mobile phone app or a subscription to a music streaming service, the Consumer Rights Act 2015 says digital content must be as described, fit for purpose and of satisfactory quality:

if your digital content is faulty, you're entitled to a repair or a replacement.

if the fault can't be fixed, or if it hasn't been fixed within a reasonable time and without significant inconvenience, you can get some or all of your money back

if you can show the fault has damaged your device and we haven't used reasonable care and skill, you may be entitled to a repair or compensation

See also clause 8.

If your product is services, for example a support contract for a laptop or tickets to a concert, the Consumer Rights Act 2015 says:

you can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.

if you haven't agreed a price beforehand, what you're asked to pay must be reasonable.

if you haven't agreed a time beforehand, it must be carried out within a reasonable time.

See also Exercising your right to change your mind if you are a consumer (Consumer Contracts Regulations 2013)

Your obligation to return rejected products: If you wish to exercise your legal rights to reject products you must, post them back to us. We will pay the costs of postage or collection. Please email us at contact@lenyclo.com for a return label or to arrange collection.

12. YOUR RIGHTS IN RESPECT OF DEFECTIVE PRODUCTS IF YOU ARE A BUSINESS

If you are a business customer we warrant that on delivery, and for a period of 5 months from the date of delivery (warranty period), any products which are goods shall:

conform in all material respects with their description;

be free from material defects in design, material and workmanship;

be of satisfactory quality (within the meaning of the Sale of Goods Act 1979); and

be fit for any purpose held out by us.

Subject to clause 12, if:

you give us notice in writing during the warranty period within a reasonable time of discovery that a product does not comply with the warranty set out in clause 12;

we are given a reasonable opportunity of examining such product; and

we shall, at our option, repair or replace the defective product, or refund the price of the defective product in full.

We will not be liable for a product's failure to comply with the warranty in clause 12 if:

you make any further use of such product after giving a notice in accordance with clause 12 (a);

the defect arises because you failed to follow our oral or written instructions as to the storage, installation, commissioning, use or maintenance of the product or (if there are none) good trade practice;

the defect arises as a result of us following any drawing, design or specification supplied by the Customer;

you alter or repair the product without our written consent; or

the defect arises as a result of fair wear and tear, wilful damage, negligence, or abnormal working conditions.

Except as provided in this clause 12, we shall have no liability to you in respect of a product's failure to comply with the warranty set out in clause 12.

These terms shall apply to any repaired or replacement products supplied by us under clause 12.

13. PRICE AND PAYMENT

Where to find the price for the product: The price of the product will be the price indicated on the order pages when you placed your order. We use our best efforts to ensure that the price of the product advised to you is correct. Please note, additional customs duties and local taxes may be applicable for shipments outside of the United Kingdom. However please see clause 13 for what happens if we discover an error in the price of the product you order.

We will pass on changes in the rate of VAT: If we are collecting VAT, and if the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

What happens if we got the price wrong: It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

When you must pay and how you must pay: We accept payment with all major cards. When you must pay depends on what product you are buying:

For goods, you must pay for the products before we dispatch them.

For digital content, you must pay for the products before you download them.

For services, you must make an advance payment of 50% of the price of the services, before we start providing them. We will invoice you for the balance of the price of the services when we have completed them. You must pay each invoice within 14 calendar days after the date of the invoice.

Our right of set-off if you are a business customer: If you are a business customer you must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).

We can charge interest if you pay late: If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of HSBC Plc from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.

What to do if you think an invoice is wrong: If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.

You may be subject to additional terms: We work with payment gateway companies such as PayPal and Apple Pay. Accordingly you may be subject to additional payment terms when using payment providers. We will bring it to your attention if this is the case.

Exchange rates: We offer sales via GBP, EUR and USD depending on your country of delivery. You will be liable for the exchange rate if you make payment from an account that is not of the same currency as the final payment value.

14. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU IF YOU ARE A CONSUMER

We are responsible to you for foreseeable loss and damage caused by us: If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so: This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at clause 11; and for defective products under the Consumer Protection Act 1987

When we are liable for damage to your property: If we are providing services in your property, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services.

When we are liable for damage caused by defective digital content: If defective digital content which we have supplied damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill we will either repair the damage or pay you compensation. However, we will not be liable for damage which you could have avoided by following our advice to apply an update offered to you free of charge or for damage which was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.

We are not liable for business losses: If you are a consumer we only supply the products for to you for domestic and private use. If you use the products for any commercial, business or re-sale purpose our liability to you will be limited as set out in clause 16.

15. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU IF YOU ARE A BUSINESS

Nothing in these terms shall limit or exclude our liability for:

death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);

fraud or fraudulent misrepresentation;

breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982;

defective products under the Consumer Protection Act 1987; or

any matter in respect of which it would be unlawful for us to exclude or restrict liability.

Except to the extent expressly stated in clause 13 all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982 are excluded.

Subject to clause 15:

we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us; and

our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to £100.00.

16. HOW WE MAY USE YOUR PERSONAL INFORMATION

How we will use your personal information: We will use the personal information you provide to us:

to supply the products to you;

to process your payment for the products; and

if you agreed to this during the order process, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.

We may pass your personal information to credit reference agencies: Where we extend credit to you for the products we may pass your personal information to credit reference agencies and they may keep a record of any search that they do.

We will only give your personal information to other third parties where the law either requires or allows us to do so.

17. OTHER IMPORTANT TERMS

We may transfer this agreement to someone else: We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer you may contact us to end the contract within 1 calendar month of us telling you about it and we will refund you any payments you have made in advance for products not provided.

You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee): You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. However, if you are a consumer you may transfer our guarantee at clause 8 to a person who has acquired the product or, where the product is services, any item or property in respect of which we have provided the services. We may require the person to whom the guarantee is transferred to provide reasonable evidence that they are now the owner of the relevant item or property, for example by email to contact@lenyclo.com.

Nobody else has any rights under this contract (except someone you pass your guarantee on to): This contract is between you and us. No other person shall have any rights to enforce any of its terms.

If a court finds part of this contract illegal, the rest will continue in force: Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

Even if we delay in enforcing this contract, we can still enforce it later: If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

Which laws apply to this contract and where you may bring legal proceedings if you are a consumer: These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

Alternative dispute resolution if you are a consumer: Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are a consumer and are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. You can submit a complaint to an alternative dispute resolution provider of our mutual decision.   

Which laws apply to this contract and where you may bring legal proceedings if you are a business: If you are a business, any dispute or claim arising out of or in connection with a contract between us or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales and the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.

18. HOW TO END YOUR CONTRACT WITH US

To end the contract with us, let us know by emailing us at contact@lenyclo.com. You will need to provide your name, home address, details of the order and, where available, your phone number and email address.

HOW LONG WILL SHIPPING TAKE AND COST?

United Kingdom

Royal Mail Tracked 48h (2-3 business days) £3.95

Complementary above £100

Royal Mail Tracked 24h (1-2 business days) £5.95

United States

DHL Express (1-3 business days) $28.00

Germany

Royal Mail Standard International (3-5 business days) €12.00

Complementary above €200

DHL Express (1-3 business days) €25.00

 

Canada

DHL Express (1-3 business days) €25.00

 

Netherlands

Royal Mail Standard International (3-5 business days) €12.00

Complementary above €200

DHL Express (1-3 business days) €14.00

WHEN WILL MY ORDER BE SHIPPED?

For orders within the United Kingdom, we ship the same day if your order is placed before 12 PM (noon) GMT, Monday to Friday. Orders placed after this cutoff will be dispatched on the next business day.

For all other orders, those received by 11 AM GMT, Monday to Friday, will be shipped the same day. Orders placed after this time will be processed on the next working day.

Orders placed on weekends or UK public holidays will be dispatched on the following business day. Once your order leaves our warehouse, you'll receive a shipping confirmation email with tracking details.

Please note that estimated delivery times do not account for possible customs delays. If your order is significantly delayed beyond the expected timeframe, we recommend reaching out to your local customs office or courier service.

During peak periods, including major holidays or special releases, order processing may take an additional 1-2 business days.

 

HOW CAN I TRACK MY ORDER?

Once you've placed an order, you'll receive an Order Confirmation email. As soon as your package is dispatched, we’ll send you a shipping notification with your tracking number so you can track your parcel.

 

WHERE DO YOU SHIP TO?

We are pleased to confirm that we offer worldwide shipping!

However, due to restrictions, we currently cannot ship to the following countries, and we apologies for any inconvenience cause:

Afghanistan, Belarus, Canary Islands, Central African Republic, Congo-Brazzaville, Congo-Kinshasa, Hungary, Iran, Iraq, Lebanon, Libya, Mali, Martinique, Myanmar, Niger, North Korea, Russia, Somalia, South Sudan, St. Barths, Sudan, Syria, Ukraine, Venezuela, Yemen and Zimbabwe.

 

WHERE DO YOU SHIP FROM?

We ship all of our orders from the United Kingdom, where our warehouse is based.

 

CAN I REFUSE TO PAY THE CUSTOMS AND DUTIES I AM BEING CHARGED?

If an order is returned due to unpaid duties, taxes, or any other reason, we will issue a refund for the product cost only—minus any courier fees for returning the package. Please note that original shipping fees are non-refundable.

Please note that the recipient takes full responsibility for any customs charges, even if they refuse to accept a parcel due to high impot duties or taxes. We are working on improving this process to provide a better experience in the future.

For returned orders, a £2.50 restocking fee will be deducted from your refund.

 

WHAT ARE YOUR CUSTOMD AND DUTIES POLICIES?

We do not currently offer prepaid customs and duties outside of the UK. If you’re ordering from outside the UK, please be aware that additional customs charges may apply upon delivery. Duties and taxes are non-refundable.

European Union – Regulations in UK and EU law state that all parcels delivered from the UK into the EU, with a total value of €150 or more (Excluding shipping) will be applicable to customs and import charges. These charges must be paid by the recipient, once the parcel reaches the destination country. Unfortunately, we have no influence or visibility on how much the charges are.

European Union also charges VAT on all goods imported from the UK, regardless of value. The VAT rate depends on your destination country.

We are working on improving this service in the future to offer pre-paid VAT and import duty when shipping to the European Union.

United States - Orders exceeding $800 USD are subject to customs clearance and duties fees.

Canada – Canada has a de minimis threshold of CAD $20, meaning goods valued at or below this amount are generally exempt from duties and taxes. There may be Goods and Services Tax (GST), or Provincial Sales Tax (PST) applicable to your order on top of customs duties, which are the responsibility of the recipient to cover.

United Kingdom - Prices advertised on UK orders is inclusive of UK VAT at the relevant rate applicable. No additional UK duties and taxes apply.

All Other Countries – For orders outside of the territories listed above – duties and taxes may apply and are the responsibility of the recipient. Some countries may require you to provide additional customs information to the carrier in order to receive the order.

If you believe you have been incorrectly charged for duties and taxes then please get in touch with us.

 

CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING AN ORDER?

Unfortunately, we are unable to redirect orders to a different address once they have been shipped.

 

DELIVERY DISPUTES

Any delivery disputes must be reported to our customer care team within 3 days of delivery. Leny cannot take responsibility for, nor replace, missing packages that are not flagged within this time frame. This policy is in place for insurance purposes and cannot be waived.

Leny cannot be held liable for any parcels that are lost as a result of any specific delivery instructions left for the courier (e.g. “leave at the front door”).

CAN I CANCEL MY ORDER?

Once an order is processed we are unable to cancel your order. 

 

CAN I MODIFY ON MY ORDER AFTER IT HAS BEEN PLACED?

Once your order has been processed at our fulfilment centre, we cannot make any modifications, including changes to shipping addresses or product selections.

WHICH COURIERS DO YOU USE?

All orders are currently shipped worldwide using DHL, DPD and Royal Mail.

HOW TO RETURN YOUR ORDER?

To minimise paper waste, we’ve moved our returns process online. This means you’ll no longer receive a returns label with your order. Instead, simply follow the steps below to generate your return label.

1. To start your return, head to your ACCOUNT – you must use the same email for the order, to make the return.
2. Select the items you’d like to return and your reason for return. This helps us to improve our products!
3. Contact us to request a returns label, or use your preferred carrier to ship back the products.
4. Once your return has arrived at our warehouse, our team will then check that the items are in their original condition.
5. Once your return is inspected, and approved, a refund will be issued.
6. You will be informed of your refund via email confirmation.

*Please note, for any returns you will be charged £2.50 as a restocking fee and this will be deducted from your refund total.

 

RETURN TIMEFRAMES

We want you to love your purchase, but if it’s not quite right, you have:

• 21 days to request a return
• 30 days to get this back to us from the date your order is delivered. 

We might not be able to assist you for returns outside this timeframe.

 

ORIGINAL CONDITION

To qualify for a return:

✔  Items must be unworn, unaltered, and in their original packaging with tags attached.

✔  Returns must be shipped from the same country where the order was originally delivered.

✔  We do not accept returns for items purchased outside our website.

Please note that if your item does not pass our checks, you will be notified via email and it will be sent back to you at your cost.

We do not accept the return of items which were not bought directly from our website.

As the parcel remains your responsibility until it arrives back with us, ensure that you retain your proof of postage in case you need to contact us about your return.

PROCESSING & REFUNDS

We aim to process all returns within  10-14 business days of it reaching our warehouse, providing there are no issues with the return. Refunds will be processed back to your original method of payment. Store credit will be issued via gift card.

Funds can take 5-10 business days to appear in the account of your original payment method. You will be informed of your refund via email confirmation.

Please note, If you have ordered using a gift card and an additional payment method (e.g. debit card), the funds for the returned item(s) will go back onto the gift card first.

We'll email you once we've received and processed your return. If you haven’t received your refund in this timeframe, please email contact@lenyclo.com together with your order number so we can investigate this for you.

**Please be advised that our business days are Monday to Friday. 

MULTIPLE RETURNED ORDERS

If you want to return multiple orders, please log each order as a separate return via the returns portal and notify us. Multiple returns from multiple orders cannot be accepted or processed into our returns facility. 

 

EXCHANGES

At this time, we do not offer exchanges. If you need a different item, please place a new order and return the original item for a refund.