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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 via a link in   this e-mail or 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". 

    Or you can download the UPS mobile application to your smartphone (on   Android   or   iPhone ) and you will be able to track the steps of your order live and modify the shipping address at any time!

    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) or 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 delivery service provider, 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.

    Last km delivery: In Paris, guaranteed 2-hour delivery of your packages to your home. 

    For a delivery request by courier in 2 hours, we will make a phone call from the customer as soon as her order is ready to ensure the presence of the customer at the place of delivery. The order will not be shipped until this phone call is made, without any response from the customer the order will not be shipped.

    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 week end and bank holidays).

    Delivery cost :

    • Delivery by bike in 2h (Ile de France) : €5
    • Relay point delivery UPS Access Points (All zones) : Free shipping over €90
    • UPS Standard home delivery (métropolitan France - including Monaco, excludig Corsica) : €5 VAT
    • UPS Standard home delivery (Corsica, Netherlands, United Kingdom, Belgium, Germany, Italy, Austria, Portugal, Denmark, Ireland, Luxembourg, Finland, Sweden, Spain) : €15 VAT 
    • UPS Standard home delivery (Norway- Switzerland) : €25 VAT

    Delivery time :

    • Ile de France by bike  : 2h (from Monday to Friday until 9am to 5pm)
    • Ile de France by UPS Standard : 2 working days
    • France et Belgium by UPS Standard : 2/4 working days
    • Netherlands-Germany-Denmark-Luxembourg by UPS Standard : 3 working days
    • Portugal-Ireland-Spain-Switzerland by UPS Standard : 3-4 working days
    • Austria by UPS Standard : 3-5 working days
    • United Kingdom-Italy by UPS Standard : 3-6 working days
    • Finland-Sweden-Norway by UPS Standard : 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 14 days from the day of receipt 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