WHAT COUNTRIES DO YOU SHIP TO?
We ship to Belgium and Germany.
If you wish to place an order from a country that is not on this list, please contact us with your request via e-mail: info@lenu.be
WHAT ARE THE SHIPPING COSTS?
The shipping costs depend on the country of destination and are calculated before check-out. Shipping is always free of charge for orders over 120 euro delivered within the European Union. We occasionally offer free shipping at celebratory moments communicated via the website and newsletter.

WHICH COURIERS DO YOU WORK WITH?
For shipping within Belgium we use the shipping services of bpost (6.50 Euro, free shipment 120 Euro). For shipping to Germany, France and Netherlands we use also the services of bpost (15 Euro, free shipment: 120 Euro)

WHAT ABOUT PAYMENT OF DUTIES AND TAXES?
All orders are sent under Delivery Duty Paid (DDP) Incoterms, so no additional customs or taxes will be charged on delivery.

WHEN WILL MY ORDER BE DELIVERED?
We aim to deliver your order within the number of days* shown for your country or region below, counted from the order date:

For Belgium:
jewellery in silver: about 7-14 business days.
jewellery 18ct gold plated: about 14-21 business days.
jewellery 18ct gold: about 14-21 business days.

For Germany:
jewellery in silver: about 14-21 business days.
jewellery 18ct gold plated: about 21 business days.
jewellery 18ct gold: about 21 business days.

For France:
jewellery in silver: about 14-21 business days.
jewellery 18ct gold plated: about 21 business days.
jewellery 18ct gold: about 21 business days.

For Netherlands:
jewellery in silver: about 14-21 business days.
jewellery 18ct gold plated: about 21 business days.
jewellery 18ct gold: about 21 business days.

Every piece of jewellery is custom-made, so this period is needed to finish an order.

* Saturday, Sunday and Belgian bank holidays do not count as business days. During busy periods, such as the holiday season or the sale period, shipping and delivery may take longer.

If you have not received your order within the number of days shown above, please consult the status of the shipment through the tracking number that you received via email. If you still have questions, do not hesitate to contact us.

WHAT IF MY ORDER IS URGENT?
If you have last-minute gift inspiration and do not want to disappoint that special someone, please let us know. We will double check if and how we can get your order to its destination on time. Please keep in mind that additional shipment costs may be charged.

HOW CAN I TRACK MY ORDER?
As soon as your order has been picked up by bpost, you will receive a shipping update by email containing a tracking number you can use to follow the status of your order.

WHAT DO I DO IF I RECEIVE THE WRONG DELIVERY?
If you receive a wrong or damaged package, please contact us. We will provide you with a return label and ensure that you receive a new order as fast as possible.

HOW CAN I RETURN MY ONLINE ORDER?
If you are not completely satisfied with your online order, we offer you the possibility to exchange the jewels bought, opt for a gift card or get a refund for the goods you wish to return.

Orders custom-made regarding material, color and size as requested by the customer cannot be returned or exchanged. Therefore, there is no right of withdrawal on customization. Customized orders cannot be canceled.

After delivery, you have the right to open the parcel and check your purchase. However, goods must be returned unused, in their original packaging. If the return does not match these terms, we will not be able to exchange or refund your purchase.

If you wish to return a jewel, please send us an email to info@lenu.be. We send you a form and the detailed return address. The form must be added to the parcel including the goods that you wish to return. You have 15 calendar days to return your purchase from the date of delivery. Once you have arranged the return, your parcel must reach us within 7 business days.

Please note that you carry all the shipping costs of the return. If you choose to return the goods via your local postal service, we advise you to ship the parcel by registered mail, insured for its full value. We strongly recommend using a shipping service with a tracking option as you are responsible for the parcel until it reaches us.

When your return package has reached us in good order, the refund will be made within 30 days with the same payment method you originally used. The initial shipping costs of your order will be refunded as well.

For any questions with regards to returning your order, please contact us via email info@lenu.be

HOW TO EXCHANGE AN ITEM FROM AN ONLINE ORDER?
If you wish to exchange your order for a different style or a different size or color, first return your original order and then place a new order for the item that you would like instead. Please follow the instructions regarding the return of your original order above and contact us via info@lenu.be

If you have any further questions regarding shipping & returns, do not hesitate to contact us via email info@lenu.be