Shipping policy

At Lenaïa, we are committed to shipping your eyewear with care and in a timely manner. We ship worldwide and strive to provide a pleasant shopping experience, ensuring that your products arrive in perfect condition. Here is our detailed shipping policy.

1. Shipping methods

We ship all orders with particular care and offer different shipping services to suit your needs. Our products are sent by reliable carriers to ensure their safe and prompt arrival.

1.1 Destination countries

We currently ship to every country in the world, with options adapted to international shipments.

1.2 Carriers

The carriers we use may vary according to the destination and type of shipment chosen. Possible carriers include :

La Poste (for standard shipments within Europe)

DHL and UPS (for international express shipments)

FedEx (depending on destination)

Others 

2. Processing and shipping times

2.1 Order processing

Once we have received your order and payment, we prepare and dispatch your package within 2 to 3 working days. Orders placed over the weekend or on public holidays can be processed as early as the next working day.

Delivery times vary according to destination and shipping method selected:

Metropolitan France: Delivery within 3 to 7 working days.

Europe: Delivery within 5 to 10 working days.

International: Delivery within 7 to 15 working days, depending on destination.

These times are indicative and may vary according to local carrier and customs conditions.

3. Delivery charges

Delivery charges are calculated according to the destination, weight and dimensions of the parcel. The exact amount of shipping costs will be indicated to you when you place your order, prior to payment. Shipping costs are at the customer's expense, unless otherwise stated (e.g. in the case of special promotions or free delivery offers).

4. Product packaging

We attach great importance to protecting your glasses during shipping. Each pair of glasses is carefully packed to ensure that it arrives in perfect condition.

Each pair of glasses is placed in an individual pouch, along with a cleaning cloth to ensure protection and care of your glasses.

4.2 Protective box

The eyewear pouch is then inserted into a rigid protective box, offering additional protection against shocks during transport.

4.3 Lenaïa transport box

All protective boxes are then placed in sturdy Lenaïa-stamped transport boxes, specially designed to ensure maximum safety during shipping. This packaging system protects your eyewear from damage during transit.

5. Order tracking

Once your order has been dispatched, we send you a tracking number by e-mail. You can track the status of your package directly on the carrier's website.

6. International shipping and customs

For international shipments, customs duties or import taxes may be applicable depending on the legislation in force in the destination country. These charges are payable by the customer and are not included in the shipping costs. We advise you to check with local customs authorities for any additional charges before placing your order.

6.2 Customs delays

We cannot be held responsible for delays due to customs procedures. It is important to note that these delays may vary according to local regulations, periods of high demand or unforeseen customs conditions.

7. Shipping problems and lost parcels

7.1 Damaged parcels

If your parcel arrives damaged, please refuse delivery if possible. If you have already accepted delivery, you must inform us within 48 hours of receipt. We will ask you to provide photos of the parcel and its contents, and will process your claim based on the information provided.

If your parcel is declared lost by the carrier, we undertake to open an inquiry with the carrier. Once the investigation is complete, we will do our utmost to send you a replacement if the parcel is definitely lost. This may take up to 30 working days to resolve.

8. Change of address

If you need to change your delivery address after placing your order, please contact us immediately at contact@lenaia.shop. We will do our best to make the change before your order ships. However, once the order has been shipped, it will be impossible to change the delivery address.

9. Returns and exchanges

If your product is defective or non-conforming, please refer to our Returns and Refunds Policy for the applicable procedure. Please remember that returns for personal reasons (e.g. change of mind) are not accepted for products such as prescription glasses or sunglasses, unless the product is defective or non-conforming.

Contact

If you have any questions about our shipping policy, or need assistance with the delivery of your order, please do not hesitate to contact us at :

Lenaïa

Thank you for trusting Lenaïa for your eyewear purchases and we are committed to providing you with a safe and fast shipping experience.