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  • FAQ

    Orders

    How do I order?

    To order from our online store, follow these steps:

    • Select the items you wish to order and add them to the cart.
    • Click on "cart"
    • Click on " view bag"

    If you already have an account, enter your email address and password on the login page.

    If you have not opened an account, you can open one by clicking on the "Register" button, or you can continue as a guest, or login using your Facebook account.

    • Enter your billing address and also your shipping address if it is different from the billing address.
    • Choose the delivery method
    • Choose the payment method

    Once your order has been validated, you will receive an e-mail confirming your order. You can then follow the progress of your order by consulting "My orders" in the "My account" section.

    Where do I find my bag? 

    Your basket is located at the top right of your screen under the name "Cart"

    You can add items to your bag at any time. Do not forget to select the size before adding an item to the cart.

    You can remove items from your bag at any time by clicking on the small cross next to the item in the basket.

    How do I track my order?

    To track your order, login to "My Account". In the My Account section, you can then access "My Orders". Click on the relevant order and you can access the tracking by clicking on the button "delivery tracking". 

    Can I modify / cancel my order?

    It is not possible to cancel or modify your order: in fact, once your bag has been validated, the order is sent directly to our warehouse for preparation to give you the fastest delivery possible.

    It is however possible to refuse your package once it arrives at your home. The package will be automatically returned to us and we will process your refund.

    How do I contact customer service?

    Our customer service is available from 9am to 1pm and from 2pm to 6pm, Monday to Friday (excluding holidays) by e-mail:   valentin@leonandharper.com

    Payment

    Accepted payment methods

    Online payment can be by:

    • Credit card: Visa, MasterCard
    • PayPal account

    The Leon & Harper online store does not offer payment in instalments.

    Is the payment secure?

    The payment is totally secured by the payment system of our service provider Hipay. For each payment, we ask the customer to enter the security code (the 3 digits that you find on the back of your card). We also use 3-D Secure technology to ensure 100% secure payment.

    Can I request a tax refund?     

    We do not issue a tax refund from our online shop.

    Delivery

    Delivery times and terms 

    With our UPS and DHL delivery service providers, we can deliver to the following countries: Metropolitan France (including Corsica and Monaco, DOM TOM not covered at the moment), all countries of the European Union, Switzerland and Norway, USA and Canada.

    For all orders, regardless delivery method, made between 9am to 4pm from Monday to Friday shipment same day.

    For orders made beyond 4pm shipment the following day from 9am (except weekend and bank holidays).

    Delivery cost:

    • Relay point delivery UPS Access Points France and Europe: Free shipping over €90 (excluding United States, Canada, Romania, Greece, Switzerland et Norway)
    • UPS Standard home delivery (metropolitan France - including Monaco, excluding Corsica): €5 VAT
    • UPS Standard home delivery in Corsica: €15 VAT
    • DHL home delivery - European Union outside France, USA, Canada and Israel: €15 VAT
    • UPS Standard home delivery in Norway and Switzerland: €25 VAT

     

    Delivery time:

    • France
      • by UPS Standard: 1/4 working days
      • by UPS Access Point: 2/4 working days
    • European Union, Switzerland, Israel, Canada and USA: 3-5 working days
    • Finland-Sweden-Norway: 7 working days

     

    How do I change my shipping address?

    Pleased noticed you can change your shipping address only if your order is not already processing. Once you have logged in, click on "My account" to gain access to your billing / delivery addresses and password, which you can change at any time. 

    Returns and refunds

    How do I make a return?

    To make a return, please follow these steps:

    • Download the form by clicking here
    • Print the form   and fill it in giving the reason and the number of items you want to return.
    • Pop the form into your package - the return address is written on it.

    You are legally entitled to a maximum of 30 days from the shipping day of your package to return your products. Only products in their original conditions (with packaging and product unworn, unaltered, unwashed ...) will be refunded. Otherwise, the parcel will be returned to the sender.

    How will I receive the amount of my refund?

    Once your package has been received by our warehouse, you will receive your refund within 15 days directly in the account associated with the credit card used at the time of purchase.

    General Information

    Choose your size

    To ensure that each ordered item corresponds exactly to your size, please take a look at the "Choose your size" guide accessible from each product description.

    Care of products 

    You can find care tips and the composition of each article in the product descriptions by clicking on "Care and composition". There you will find precise care instructions and the composition of the articles.

    Forgotten password

    If you have forgotten your password, simply go to the "My account" section and click on "Forgotten password". Then enter the email address you used when you created your account. You will receive your password by e-mail immediately.

    Change my personal details

    All personal information collected is treated with confidentiality. In accordance with the Act "Informatique et liberté" of 6 January 1978, (French Data Protection and Freedom of Information Law) you have the right to access, modify and delete data about you. This information is collected exclusively for use in our commercial relationship and cannot under any circumstances be shared with third parties.