LÉNA “NEO”

Return policy

We accept returns under certain conditions.

All return requests must be made within 14 days of receiving your order.
After this period, no returns will be accepted.

Before any return, photos of the item will be requested in order to verify its condition.
The product must strictly conform to the photos provided during our correspondence.

Mandatory conditions for a return to be accepted:
• The shoes must not have been worn
• No signs of wear (soles, heels, leather, rhinestones)
• No scratches, creases, or damage
• The soles must be intact
• The pair must be returned in its original packaging
• All accessories and protective gear must be included

A thorough inspection will be carried out upon receipt of the package at our workshop.

If we find that a pair has been worn, used, or damaged:
• No refunds will be issued
• The pair will be returned to you at your expense

Once the shoes have been worn, no returns will be accepted.

Return shipping costs are the responsibility of the customer.

Each order is carefully prepared before shipment (3 to 5 business days).

This timeframe corresponds exclusively to the time required to manufacture the shoe and does not include shipping.

The estimated delivery time is between 4 and 10 working days from the date of shipment of the order.

Our products are shipped via our international logistics partners to ensure a reliable and secure service.

A tracking number will be provided to you once your pair is ready and handed over to the carrier, allowing you to track your package in real time.

Things to know before placing an order

Our shoes are true to size.

As a guide, if you wear size 37 at Zara, you will also take size 37 on our site.
The shoe size is correct.

If you are between two sizes:
• 37.5 → choose 38
• 36.5 → choose 37

We recommend choosing the larger size for optimal comfort.

If you tend to have swollen feet when wearing heels, it is also advisable to choose a size up.

All our models, whether influencers or photo models, wear their usual shoe size in heels.