Shipping policy

HOW LONG WILL SHIPPING TAKE AND COST?

United Kingdom

  • Standard Delivery (2-3 working days) – Complimentary on orders above £100 – £3.95
  • Next Working Day Delivery (1-2 working days) – Order by 2pm for next-day delivery, including Saturdays – £4.95

 

United States

  • Standard Delivery (3-5 working days) – Complimentary on orders above $150 – $12.00
  • Express Delivery (1-3 working days) – $25.00
  • Good news: Taxes and duties are included. For both free and paid deliveries, all customs fees and import charges are covered — no additional costs will be incurred upon delivery to your destination.

 

Canada

  • Standard Delivery (3-5 working days) – Complimentary on orders above $200 – $14.00
  • Express Delivery (1-3 working days) – $25.00
  • Please note: Customs fees, import duties, and local taxes may apply at delivery. These are not included in your order total and must be paid by the recipient.

 

Germany, France, Ireland, Monaco, Belgium, Luxembourg, Netherlands

  • Standard Delivery (3-5 working days) – Complimentary on orders above €150 – €7.00
  • Express Delivery (1-3 working days) – €18.00
  • Please note: Customs fees, import duties, and local taxes may apply at delivery. These are not included in your order total and must be paid by the recipient.

 

Denmark, Austria, Italy, Portugal, Spain, Sweden

  • Standard Delivery (3-5 working days) – Complimentary on orders above $150 – €7.00
  • Express Delivery (1-3 working days) – €18.00
  • Please note: Customs fees, import duties, and local taxes may apply at delivery. These are not included in your order total and must be paid by the recipient.

 

  

Switzerland

  • Standard Delivery (2-5 working days) – Complimentary on orders above €150 – €12.00
  • Express Delivery (1-3 working days) – €25.00
  • Please note: Customs fees, import duties, and local taxes may apply at delivery. These are not included in your order total and must be paid by the recipient.

 

 

Australia, New Zealand, Singapore

  • Express Delivery (2-4 working days) – $29.00
  • Please note: Customs fees, import duties, and local taxes may apply at delivery. These are not included in your order total and must be paid by the recipient.

 

 

China, Hong Kong, Japan

  • Standard Delivery (3-5 working days) – Complimentary on orders above $200 – $15.00
  • Express Delivery (1-3 working days) – $35.00
  • Please note: Customs fees, import duties, and local taxes may apply at delivery. These are not included in your order total and must be paid by the recipient.

 

 

DON'T SEE YOUR COUNTRY?

If your country isn't listed, you'll be able to see available delivery options and fees at checkout.

 

 

WHEN WILL MY ORDER BE SHIPPED?

For orders within the United Kingdom, we ship the same day if your order is placed before 2 PM (noon) BST, Monday to Friday. Orders placed after this cutoff will be dispatched on the next business day.

For all other orders, those received by 1 PM BST, 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 import duties or taxes. We are working on improving this process to provide a better experience in the future.

 

WHAT ARE YOUR CUSTOMS AND DUTIES POLICIES?

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

European Union – Please note that for all orders shipped from the UK to the EU, customs regulations apply. Under current EU law, import VAT is payable on all commercial shipments. Additionally, orders with a value over €150 (excluding shipping) may be subject to customs duties, which are calculated based on the product type and destination country. These fees are not included in your order total and must be paid by the recipient upon delivery. Unfortunately, we do not have control over these charges, as rates vary by country and product category. 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.

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, UPS and Royal Mail.