FAQs | Léonaé – Shipping, Returns & Sizing Answers

Frequently Asked Questions

Welcome to the Léonaé FAQ section. Here you will find answers to the most common questions about orders, shipping, returns, payments, and product information.

1. Shipping & Delivery

• Do you ship worldwide?

Yes. We operate with two shipping markets:

  • UK & EU Warehouse Market: Fast shipping from local fulfilment centres.
  • International Shipping Market: Global delivery from international warehouses.

• How long does delivery take?

Delivery times vary depending on your market:

  • UK Warehouse Orders: 2–6 business days on average.
  • International Orders: 7–18 business days depending on the destination.

Some beauty tools and skincare items may arrive sooner depending on availability.

• How can I track my order?

You can track your shipment anytime using your order number via our tracking page:

Track Your Order

• Why does my order arrive in multiple packages?

To reduce delivery time, items may be shipped separately from different fulfilment centres. This is normal and does not affect your order.

2. Orders

• Can I change or cancel my order?

We process orders quickly. If you need to make a change, contact us within 2 hours of placing your order at support@leonae.com. Changes are not guaranteed after processing begins.

• I entered the wrong address. What should I do?

Please contact us immediately. If the order has not yet shipped, we will update it. If it has already been dispatched, Léonaé cannot modify the delivery address.

• My order shows “delivered” but I have not received it.

We recommend checking:

  • Your mailbox or safe place
  • Neighbours or reception
  • Your local Royal Mail or courier office

If you still cannot locate your parcel, contact us.

3. Products & Quality

• Are your products authentic and high-quality?

Yes. All items are sourced from verified suppliers and international manufacturers who follow strict quality standards. Beauty & skincare tools are tested for safety, durability and performance.

• Why do some products ship internationally?

We work with multiple fulfilment centres to offer more variety, better availability, and fair pricing. Some specialised items are shipped directly from our international warehouses.

• Do you provide product instructions?

Yes. Instructions are included either in the product packaging or digitally on the product page.

4. Payments

• What payment methods do you accept?

We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay and Klarna (where available).

• Do you charge currency conversion fees?

No. Léonaé charges in GBP (£). Your bank may apply conversion fees if you are outside the UK.

5. Returns & Refunds

• What is your return policy?

We offer a 14-day return window from the date you receive your order. Items must be unused, in original condition and packaging.

For full details: Return & Refund Policy

• Who pays for the return shipping?

Return shipping responsibility depends on the return reason:

  • Defective or incorrect item: Léonaé covers the cost.
  • Unwanted item: Customer covers the return postage.

• How long do refunds take?

Refunds are typically processed within 5–10 business days, depending on your bank.

6. Customer Support

• How can I contact Léonaé?

You can reach us at:

Email: support@leonae.com

Phone: +44 20 3996 9251

We respond within 48 hours.

• Where is your company based?

Our registered UK office is:

Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA, United Kingdom.

7. Additional Information

• Are you a dropshipping business?

We operate using a hybrid fulfilment model with UK–EU warehouses and international suppliers. This allows fast delivery for local markets and worldwide availability for specialised items.

• Will I pay customs fees?

UK Warehouse orders do not incur customs fees. International Market orders may be subject to customs duties depending on your location.

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