FAQs
Frequently Asked Questions
Can’t find what you’re looking for? Email us at supportleferrand@gmail.com and our team will get back to you within 24 hours.
ORDERS
How do I place an order?
Choose your product and bundle, click “Add to Cart” and complete checkout. You’ll receive an order confirmation email right away.
Can I change or cancel my order?
Yes, as long as it hasn’t been processed yet. Email us within 12 hours of placing your order with your order number and we’ll do our best to help. Once an order has been shipped, it can no longer be changed or canceled.
I didn’t receive an order confirmation email. What should I do?
Check your spam or promotions folder first. If it’s not there, email us with the name and email address you used at checkout and we’ll confirm your order.
SHIPPING
Where do you ship?
We currently ship to the United States, Canada, the United Kingdom and Australia.
How much does shipping cost?
Shipping is free on all orders.
How long does shipping take?
Orders are processed within 1–2 business days. Once shipped, delivery takes 6–12 business days. You’ll receive a tracking number by email as soon as your order ships.
How can I track my order?
Use the tracking link in your shipping confirmation email. Please note it may take 1–3 days for tracking information to update after your order ships.
Will I have to pay customs or import fees?
[Confirm with your supplier and choose one:]
Option A: No. All duties and taxes are included in the price you pay at checkout.
Option B: Depending on your country, your order may be subject to import duties or taxes charged by your local customs office. These fees are the responsibility of the customer.
My order says delivered, but I haven’t received it.
Please check around your home, with neighbors and with your local post office first, as carriers sometimes mark packages as delivered shortly before they arrive. If you still can’t find it after 48 hours, email us and we’ll help.
Do you ship holiday gifts in time?
To receive your order before a holiday, we recommend ordering at least 14 business days in advance.
RETURNS & REFUNDS
What is your return policy?
You can return your item within 30 days of receiving it. The item must be unused, in its original condition and packaging. To start a return, email us with your order number. Please do not send items back without contacting us first, as returns sent without approval cannot be processed.
Who pays for return shipping?
The customer is responsible for return shipping costs, unless the item arrived damaged, defective or incorrect.
When will I get my refund?
Once we receive and inspect your return, we’ll email you to confirm. Approved refunds are issued to your original payment method within 5–7 business days. Your bank may take a few additional days to process it.
My item arrived damaged or defective. What should I do?
We’re sorry about that. Email us within 30 days of delivery with your order number and a photo or short video of the issue. We’ll send you a free replacement or issue a full refund, at no extra cost to you.
Do you offer a warranty?
Yes. Every product is covered by a 30-day warranty against manufacturing defects from the date of delivery. The warranty does not cover damage caused by misuse, accidents or normal wear.
PAYMENTS & SECURITY
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay, Shop Pay and PayPal.
Is my payment information secure?
Yes. All payments are processed through Shopify’s secure, encrypted checkout. We never see or store your card details.
In which currency will I be charged?
Prices are shown in your local currency where available. Your bank may apply its own conversion fees depending on your card.
PRODUCTS
Are your products the same as shown in the photos?
Yes. Our product photos show the actual product. Colors may vary slightly depending on your screen.
How do I use or care for my product?
Usage and care instructions are included with every product and listed on each product page. If you have any questions, just email us.
CONTACT
How can I contact you?
Email us at supportleferrand@gmail.com. We reply to all messages within 24 hours, Monday to Friday.