Refund policy

REFUND, RESHIPMENT & RETURNS POLICY

We want you to be happy with your order. Please read the following policy carefully so you know what to expect if something goes wrong.

1. DELAYED ORDERS

If your order has not arrived within the estimated delivery window, please contact us at [email] with your order number. We will track the shipment and provide an update. If the delay exceeds a reasonable timeframe, we will offer a resolution (reshipment or refund), provided the tracking information is still traceable.

2. ORDERS NOT RECEIVED

If your tracking shows the order as delivered but you have not received it, please contact us within 14 days so we can investigate with the shipping carrier. If your order is confirmed lost in transit (and tracking information is available), we will offer a free reshipment or full refund.

3. DAMAGED PRODUCTS

If your item arrives damaged, please contact us within 7 days of delivery with:
- Clear photos (or a video, if photos aren't sufficient) showing the damage
- Your order number

Once verified, we will send a replacement free of charge or issue a refund.

4. INCORRECT OR MISSING ITEMS

If you received the wrong item or something is missing from your order, please let us know within 7 days of delivery, along with photos of what you received. We will correct the issue by sending the missing/correct item or issuing a refund.

5. ORDER CANCELLATIONS

You may cancel your order free of charge as long as it has not yet been shipped. Once an order has shipped, it can no longer be cancelled — please refer to our Right of Withdrawal / Returns policy instead.

6. RETURNS

You have the right to return most items within 14 days of receipt, in accordance with EU consumer law (see our Right of Withdrawal policy for full details). Please note:
- Items must be unused, in original packaging, and in resalable condition
- Return shipping costs are the responsibility of the customer
- Refunds are processed within 14 days of receiving the returned item

7. SITUATIONS WE CANNOT COVER

We're unfortunately unable to offer a refund or replacement in the following cases:
- Change of mind about a product (covered separately by our 14-day Right of Withdrawal where applicable)
- Incorrect shipping address provided by the customer
- Wrong item or size ordered by mistake
- Tracking information that was deleted by the local postal service or courier
- Delays or damage caused by events beyond our control (force majeure), such as customs delays, natural disasters, strikes, or extreme weather — we will keep you informed if this affects your order
- Packages returned, discarded, or held by customs due to non-compliance with import regulations in the destination country

8. HOW TO CONTACT US

For any questions about your order, delivery, or a return, please reach out to us at care@le-legshop.com

We aim to respond to all inquiries within 1–2 business days.