FAQ

How do I track my order?

Once your order has been processed and shipped, you will receive a shipping confirmation email containing a tracking link. Should you not receive this email or be unable to locate it, please don't hesitate to contact us at customercare@leochele.com for assistance.

Can I cancel or change my order?

If your order hasn't been processed yet, please contact us as soon as possible at customercare@leochele.com and we will do our best to assist you. Once your order has been processed or shipped, we are unfortunately unable to cancel or make changes to it.

I placed an order but didn't receive a confirmation email - what should I do?

Please check your spam or promotions folder. If the confirmation email isn't there, contact us at customercare@leochele.com and we will be happy to help.

What payment methods do you accept?

We accept all major international credit card providers (Visa, MasterCard, American Express, and Maestro), as well as Apple Pay, Google Pay and Pay Pal.

Where do you ship?

We ship worldwide. All orders are shipped from our warehouse in Sweden.

For delivery, we require a valid residential or commercial address. We do not ship to P.O. boxes.

When will my order be shipped?

We usually dispatch all orders within 1-2 business days, Monday through Friday. Please note that we do not ship on weekends or Swedish public holidays. Orders placed during these times will be handled the next business day.

During busy promotional periods, we appreciate your patience as handling times may be slightly extended.

When can I expect my order to arrive?

Sweden: 1-3 business days
EU, UK, Norway, Switzerland: 3-5 business days
USA and Rest of the World: 4-6 business days

The indicated delivery dates are estimates and may be subject to slight changes depending on shipping conditions. For real-time updates, we recommend checking the tracking link included in your confirmation email.

How much does shipping cost?

We offer complimentary shipping on all orders worldwide.

Do you cover duties and customs?

We offer Delivery Duty Paid (DDP) to all countries within the European Union. This means your order will arrive with no additional duties or fees to be paid upon delivery.

Please note that for all international orders (except EU) Leochèle operates under the DAP (Delivered at Place) shipping model. The orders may be subject to additional charges once they arrive in the destination country. These charges may include import duties, customs clearance fees, handling fees, and local VAT (Value Added Tax). These costs are not included in the product or shipping prices and must be paid by the recipient upon delivery.

If you choose not to pay the applicable duties or customs fees and the shipment is refused or unclaimed, it will be returned to us. Any customs or return handling fees incurred during this process will be deducted from your refund.

What should I do if my package is lost?

While we work with reliable couriers to ensure safe delivery, unforeseen delays or issues can occasionally arise. If your tracking hasn’t updated in several business days, or if your parcel appears to be lost, please contact our customer care team as soon as possible at customercare@leochele.com, and we will promptly investigate the issue with the courier.

Please note that we are not responsible for packages marked as delivered but not received. In such cases, we recommend checking with neighbors, your local courier office, or building management before reaching out.

How do I make a return?

To begin the return process, kindly follow the steps below:

• Access our online Returns Portal
• Enter your order number and email address used at checkout
• Select item(s) you would like to return
• Confirm your reason for return
• Use your own carrier. We strongly recommend using a trackable shipping service, as customers are responsible for return parcels that are lost in transit.
• Drop off your parcel at the designated service point

What is Leochèle's Return policy?

We hope you are pleased with your new garment but if for any reason you are not completely satisfied with your purchase, we gladly accept returns under the following conditions:

• Items must be returned within 14 days of receipt.
• Items must be in original condition: unworn, unwashed, and with all original tags attached. We are unable to accept returns if items show any signs of wear, including but not limited to traces of cosmetics, or any other visible stains.

Items that do not meet these conditions will not be accepted and will be returned to you, with return fees payable by the customer.

In the unlikely event you receive a damaged or defective product, please notify our Customer Care Team at customercare@leochele.com within 48 hours of delivery, including your order number and clear photos of the issue.

Can I exchange my order?

While we do not offer exchanges at this time, you may return your item within 14 days of delivery for a refund, and place a new order at your convenience.

When will I receive a refund?

After we receive and inspect your returned item, you will receive an email confirming the approval and initiation of your refund. Please allow up to 14 business days for processing. Refunds will be issued to the original payment method used at checkout.

Please note, original shipping charges are non-refundable.