Refund policy

At Lélena, we take immense pride in the craftsmanship and quality of our 925 sterling silver and zircon jewelry. If you are not entirely satisfied with your purchase, we are here to assist you with an easy return or exchange process.

1. On-the-Spot Inspection (Open Package Policy)

To ensure complete confidence when shopping with us:

  • You are encouraged to inspect your package in the presence of the courier upon delivery.

  • If the item does not meet your expectations or if you change your mind, you may refuse the shipment immediately and pay only the courier shipping fee.

2. Return & Exchange Period

If you accept the delivery and later decide to return or exchange an item:

  • You may request a return or exchange within 14 days from the date of order delivery, in compliance with Egyptian Consumer Protection Laws.

3. Eligibility & Item Condition

To qualify for a full return or exchange, all items must meet the following criteria:

  • Must be unworn, unused, and undamaged.

  • Must be returned in their original packaging (including luxury boxes, pouches, and tags attached).

  • Proof of purchase (order number or email confirmation) is required.

4. Shipping Fees for Returns & Exchanges

  • Manufacturing Defects or Incorrect Items: If you receive a damaged, defective, or wrong item, Lélena covers 100% of the return and replacement shipping fees.

  • Change of Mind or Size Exchanges: If you wish to exchange for a different size or return an item for personal reasons, the customer is responsible for the return courier shipping fees.

5. Refunds Processing

Once your returned item is received at our facility and inspected for condition quality:

  • Approved refunds will be processed within 3–5 business days.

  • Payment Methods for Refunds:

    • Cash on Delivery Orders: Refunded via Mobile Wallets (Vodafone Cash, Instapay, etc.) or Bank Transfer.

    • Card Payments: Refunded directly to the original card used at checkout (processing time depends on your bank's issuer policy).

  • Please note: Initial shipping fees are non-refundable unless the item received was defective or incorrect.

6. Damaged or Faulty Items

If your item arrives damaged, please contact our support team within 24 hours of receiving your package with photo or video evidence so we can arrange an immediate replacement free of charge.

💬 How to Initiate a Return or Exchange

To start a return request, please contact us via:

  • WhatsApp / Direct Line: +20 11 41093640

  • Email: yaseen.alshazly2004@gmail.com

  • Working Hours: Sunday – Thursday, 10:00 AM – 8:00 PM (EGY)