FAQs
SHIPPING
When can I expect to receive my Lena Laced package— are there currently processing or shipping delays?
We are working closely with our external partners and carriers to ensure your Lena Laced can reach you as quickly as possible. See below for the most up-to-date information:
Estimated Shipping Time:- United States: Standard: 5-7 business days
- United States (Rush): 2-3 business days
Where does Lena Laced ship?
Lena Laced currently ships to the 50 states. We are working on shipping to Puerto Rico, Canada, the UK, the Republic of Ireland, Sweden, Denmark, and France. You may experience longer delivery times when shipping to Hawaii, Alaska, Puerto Rico, and remote areas in Canada.
We are working on bringing Lena Laced everywhere around the world. Tag us @Lenalaced to let us know where you live!
How long does it take for my order to be shipped?
Here’s how it works: you order, we process, then we ship.
Processing orders takes about 2-4 days depending on different variables. Shipping depends on the state and country, the average shipping time should take around 5-7 days. After that, you’ll get an email with a confirmation on your order as well as a tracking number when it is shipped!
What is the wait expectancy for shipping to Alaska, Hawaii and Puerto Rico?
Shipping to these States will take a little longer than others, expect about 11-15 days for your products to be shipped.
I'm having problems with the tracking.
Sorry to hear that! In a few cases,it takes about 1-2 business days to register your shipment status. If your tracking number isn’t updating or working at all, please reach out to us as soon as you can via info.lenalaced@gmail.com. We can give you the inside info.
Am I able to edit my shipping address?
If your order is shipping to an incorrect address, please email info.lenalaced@gmail.com and we will contact the mistake.
How do I change the country I am shopping in?
Right now, we only ship to the United States, but International shipping is the goal and hopefully will be coming soon!
What are the limitations with shipping fragrance in the U.S.?
Since fragrance is considered a Hazardous Material (HAZMAT), the U.S. Department of Transportation (USDOT) requires ground-only shipment of Hazardous Materials due to air shipment restrictions and regulations. Fragrance products and samples cannot be shipped to Alaska, Hawaii, U.S. Territories, PO Boxes or APO/ FPO addresses. All orders containing Hazardous Materials must be shipped via standard ground shipping methods and cannot be shipped via expedited shipping methods.
Can you tell me about the safety you provide during the pandemic?
The safety of our team and customers is our top priority. We’re monitoring the situation very closely and are committed to taking all the necessary precautions to ensure a safe shopping experience.
PRODUCT
How do I find out more information about certain products?
You can learn all about our products on their individual product pages. If you have any other questions, thoughts or concerns, let us know by emailing info.lenalaced@gmail.com and we will help answer your questions.
What skin types are Lena Laced products suitable for?
Our products are appropriate for all skin types! We do not add any harsh ingredients that hurt your skin, all of our ingredients are ethically and sustainably sourced.
Is Lena Laced Cruelty Free?
We are highly committed to being cruelty free. We do not do ANY testing on animals during any stage of developing the products, we test these products ourselves to ensure we have the safest ingredients for our customers. All of our ingredients are sustainably and ethically sourced and proud to say we are a cruelty free company.
Can I sell the products on my own site?
Your purchase of Lena Laced products is only for your personal use. By purchasing Lena Laced products, you agree not to resell or distribute such products for any commercial purposes. We may reject or cancel an order if we have reason to believe that your order is not for your personal use.
Can you help with a product I bought from a third party marketplace?
We’re only able to guarantee the authenticity of products purchased on Lenalaced.com, and through authorized partnerships. We’re also not able to process returns or exchanges or otherwise assist with orders not placed through Lena Laced.com or at our retail locations.
RETURNS & EXCHANGES
How do I place a return or exchange?
We're sorry you didn't love your Lena Laced product. Please reach out to info.lenalaced@gmail.com with your order number and the products you'd like to exchange or return, and we'll take care of the rest.
I can’t find my return slip.
Lena Laced packages don’t include return slips!
Sadly we do not refund original shipping charges. All gift cards and trial products are final sale.
What’s your return policy?
We have a 30 day return policy. Anything past the 30th day of the date on your receipt we sadly cannot accept. We ask that the product be either new or gently used before returning your product.
How long does it take to process my return?
Credit card refunds usually take 5-10 business days to appear on your statement.
What should I do if I receive the wrong product?
If you received a product different from the one that you ordered, sorry about that! Please contact us at info.lenalaced@gmail.com and we’ll be sure to get you the Lena Laced you ordered!
How do gift returns or exchanges work?
If you were gifted Lena Laced but it isn't what you had in mind, you can return your items for store credit. Please reach out to info.lenalaced@gmail.com with the gifter's first and last name, email address, and the products you’d like to return or exchange (the gifter won’t be notified of any changes). Once locating the original order, we'll handle it and get you the new items!
BILLING
When does my credit card get charged?
Your credit card will be charged as soon as your order is accepted and processed.
Can I remove a payment method that i saved?
Of course! You can make this change on your Account page. If you need help, email us at info.lenalaced@gmail.com
What forms of payment are accepted?
We accept Paypal, Visa, Mastercard, American Express, JCB, Discover, and Diners Club credit cards or debit cards. Unfortunately, we cannot accept checks or money orders.
What do i do if my payment is declined?
Oh no! Here are a few things to check if your payment didn’t go through: Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.
LENA LACED FAQ
How are Lena Laced products different from other beauty brands?
Lena Laced products reflect what we believe beauty and skincare, all natural, personal and relatable. We handcraft each product to fit those three words to the best of our abilities while also making sure it’s as perfect for the skin as it can get. Our products are meant to be touched, traveled with, completely used, and shared until there is no more product left! We want to bring attention to the beauty each of us already hold. Our products represent the fun and freedom we want all our customers to have when using our products.
When do new products launch?
We come out with new products almost every month! To stay tuned in for exclusive promotions and more, make sure to sign up with your email to get notified every time we have an announcement!
Can I visit a Lena Laced store?
We are currently working on getting pop ups for the time being. We do not have a retail location yet, but we are working on that as soon as possible, so stay tuned!
ORDER QUESTIONS
Can I update my order?
Please email us at info.lenalaced@gmail.com as soon as possible if you would like to cancel or change your order. We process orders quickly but will do our best to process your request.
Can I use multiple promo codes at checkout?
You can use one promo code per order. If you’ve encountered two valid Lena Laced promo codes during your travels through the Internet, please choose the one you want to use more.
Can I use a promo code on top of another promotion?
You can use a promo code along with free shipping when you buy two or more items. Other offers advertised on the website without a code will be automatically applied and cannot be used along with a separate promo code. If your order qualifies for an advertised offer and you also enter a promo code, we’ll apply the best deal.
ORDER CANCELLATION
How can I cancel an order that I placed?
Oh dang! Sorry you want to cancel, email us at info.lenalaced@gmail.com and we'll see what we can do
I accidentally canceled my order, can I redo it?
If you’ve canceled your order on site and want to receive your order after all, the best way to do so is by placing a new order at checkout. Email info.lenalaced@gmail.com if you have any questions — we’re here to help.
I canceled my order, but I’m not sure it went through. Can you confirm it has been canceled?
If you’ve canceled your order using the link in your order confirmation email, you’ll receive another email once the order has successfully been canceled. If you haven’t received a cancellation confirmation email, let us know at info.lenalaced@gmail.com ( include your cancellation number and we will confirm! )
I don’t see the option to self-cancel! How can I cancel my order?
If you're unable to see the option to self-cancel, or if your order contains a gift card, please email info.lenalaced@gmail.com as soon as possible (add your order number as well).
FOR ANY UNANSWERED QUESTIONS EMAIL US AT INFO.LENALACED@GMAIL.COM