Delivery Policy
Last updated: May 10, 2022
About Leinné
Leinné is a eco - luxury brand found in January 2017 based on our family-owned business, which started making hats 20 years ago. Craftsmanship is always the core value of Leinné: our natural materials are carefully selected, and certain details can only be created by hands by experienced craftspeople who have been working in our atelier since we first started, we work together to make objects that are both beautiful and made to last; We produce timeless hats, bags and clothing for travel with traditional quality and a sense of contemporary. Leinné is where heritage meets modernity.
When ordering, you will be asked to select your desired shipping transportation. Shipping cost will be charged based on your location.
The shipping cost of your order will based on the shipping service you choose on the order overview page before you confirm your order. This added shipping cost will be added to the total price of the products in your order, along with taxes.
For each order, we need 48 working hours to process. If you place an order during the promotion period, the time may be longer. We always try our best to process your order as quickly as possible.
In Vietnam, we have express shipping for ready-to-ship products which takes 1-2 days and standard shipping which takes 3-5 days. In other countries, you will receive the ready-to-ship products within 3-7 working days for express shipping and within 8-15 days for standard shipping. For pre-order products that we have to make, it normally takes 15-20 days or more if the items you order have specific custom details.
In case your order has both ready-to-ship products and pre-order products, the goods will be delivered after we complete the preparation of all products. If you want to receive ready-to-ship products earlier, please place a separate order with the pre-order products.
Delivery time may change depending on the shipping term of each product, and may be longer at the area where promotion programs are taking place.
In all countries, you will receive the pre-order products within the time frame indicated on the product’s description. It normally takes 15-20 days for pre-order items or more if the items you order have specific custom details. In case your order has both common products and pre-order products, the goods will be delivered after we complete the preparation of all products. If you want to receive available products earlier, you need to place another order for the available products separately from the pre-order items.
Delivery time may change depending on the shipping term of each product, and may be longer at the area where promotion programs are taking place. We thank you for your patience.
If you still haven't received your order by the expected time, send us an email with your full name and order code so we can help you check it out. Leinné will not be responsible for delays caused by Customs. Sometimes deliveries are behind schedule because of reasons beyond our control.
If you would like more information about shipping your order once it arrives in your country, please contact us, we are always happy to help.
You must make sure your address is correct. In case of unsuccessful delivery to your address, we will send an e-mail notification to inform you. If after 7 days without any response from you, the order will be automatically sent back to us. We will refund you within 14 days from the day we receive the returned item. Please note shipping fee, returning shipping fee, customs and taxes are not refundable.
Products will be delivered to the address provided. This provided address must be your house, an individual authorized by you or an company (your company). We cannot deliver to war zones or letter boxes.
Please open and check your order when receiving it. If there is any problem with the product delivered to you, you should note them (the box shows signs of being unboxed, the product is damaged,...), and sign in on the delivery notice if possible. If the product is not in accordance with your order, or you are not satisfied with the product, you can return it, exchange it or request a refund according to the terms and policies specified in the section "Refund and Exchange policy”.
If you wish to take your order directly at official locations of Leinné, please introduce yourself to the salesperson and proofs of your identity. In case you want a third party to help you pick up your order at the store, this person needs to provide the order verification email (which was sent to you after the order is completed) and proof of the person's identity to the salesperson.
You have 24 days to take your order from the store from the day you receive the order verification email from us. After 24 days, your order will be canceled and you will be refunded to your account.
In any case, please send an email to sales@leinne.com to let us know your problem and the reason you want an exchange or return. Customer Service will help you and guide the next steps.
The following products cannot be returned and exchanged: Custom-made products, Initials products, Couture series, Sale off products.
About Leinné’s refund policy, we do not accept refund or returns requests, but only accept exchange of equal or greater value design if it is sent back within 3 days from the date of receiving the order, customer is responsible for the returning shipping cost. Leinné may grant extensions to this period for some special cases and products at its discretion.
Products can only be exchanged one time only.
The refund or return requests are only accepted if the products are found defective at the time of purchase. Besides, the exchange policy is not applied to Custom-made products, Initial-custom made products, Couture series, Sale off products.
Please have your order number available and provide a reason for your request in order to speed up the process. Your request will be reviewed within a 2 days standard response period and we will notify you via your preferred contact of the results. We reserve the right to extend the standard response time in exceptional cases with prior notice to you.
If a Customer’s return complies with the accepted conditions to restock, Leinné will use reasonable efforts to credit the refund to the Customer’s credit card or Paypal account no later than fourteen (14) days after receipt of the returned item by Leinné Apartment or Leinné Paris Studio.
The returned items must be preserved in good condition with its original packaging, with paper tags, authenticity cards and box and any additional gifts of the order, with no damage, and are salable. Otherwise, Leinné reserves the right to refuse to accept a return.
Shipping costs, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau or by hiring a customs broker.
When a risk due to force majeure events occurs, the party involved in the risk must notify the other party within 15 days of the incident, by e-mail. (If you are a related party, you can send e-mail to leinne.brand@gmail.com , if Leinné is a related party, Leinné will send e-mail to you). Force majeure risks may include strikes, closures, riots, boycotts or other acts of an industrial nature or trade disputes, civil unrest, insurrection, war, terrorism, bad weather, epidemics, vehicles or supplies blocked for any reason, earthquakes, fires, storms, floods, water damage, statutory restrictions , modify laws or regulations on changing marketing, computer errors, telecommunications blocking, including wired or wireless telecommunications networks, and any other circumstances not at the discretion of the parties, preventing the contract from proceeding as agreed upon.
All responsibilities of the parties are invalid while force majeure risks occur without any compensation. If these risks last for more than 3 months, the contract between the two parties will be terminated without either party being responsible for compensating the contract to the other.