Frequently Asked Questions

Orders & Shipping

What are the preparation and shipping times ?

Orders are processed within 48 business hours (excluding weekends and holidays). Once shipped, you will receive a confirmation e-mail with your tracking number.

How long does it take to get my products ?

Delivery times vary by country and carrier selected :

  • Belgium & France : 2 to 5 business days
  • Rest of EU : 3 to 7 business days
  • Zone 1 (Europe outside EU) : 3 to 7 business days
  • Zone 2 (Americas) : 3 to 7 business days
  • Zone 3 (Eastern Europe) : 3 to 7 business days
  • Zone 4 (India & China) : 5 to 8 business days
  • Zone 5 (Rest of the world) : 5 to 8 business days

For the full list of countries per zone, visit our Shipping policy.

Which countries do you deliver to ?

We deliver internationally. For the full list of countries and zones, visit our Shipping policy.

For any specific request, contact us at contact@lensycouture.com

How do I track my order ?

A tracking email will be sent to you as soon as it is shipped. You will then be able to track your parcel in real time until delivery.

What should I do if I have not received my parcel ?

If the announced delivery timeframe has passed, we invite you to check your order tracking using the number provided in your shipping confirmation email.

If no update appears or your parcel seems blocked, you can contact the carrier directly for more information.

Our team remains of course available at contact@lensycouture.com to assist you and guide you through the steps to take with the carrier.

Returns & Refunds

Can I return an item ?

Yes. You have 14 calendar days (weekends and holidays included) from the receipt of your order to return an item, provided it meets our return conditions (unworn, unwashed, undamaged, and in its original condition).

You will find all detailed information in our return and refund policy.

How do I make a return ?

Contact us at contact@lensycouture.com indicating your order number and the item concerned. We will then send you the procedure to follow.

You will find all detailed information in our return and refund policy.

Are return shipping costs my responsibility ?

Unless the return is due to an error on our part or a defective item, return shipping costs are the responsibility of the customer.

You will find all detailed information in our return and refund policy.

Which items cannot be returned ?

Items worn, damaged, washed, or not in their original condition cannot be returned.

You will find all detailed information in our return and refund policy.

When will I receive my refund ?

Once the item has been returned and verified, the refund is issued to your original payment method.

Processing times may vary depending on your bank or card issuer.

You will find all detailed information in our return and refund policy.

Are the initial shipping costs refunded ?

No. The shipping costs charged at the time of purchase are not refunded.

You will find all detailed information in our return and refund policy.

Products & Sizing

How do I choose my size ?

To help you find the size that suits you, a size guide is available on each product page.

We recommend referring to it before placing your order.

If you hesitate, write to us at contact@lensycouture.com, we will be happy to advise you.

Do your pieces adapt to different body types ?

Yes. Our models are designed to suit different body types. They are available in 3 lengths (Small, Regular, Tall) and cover sizes ranging from XS (34) to XXL (44), so that everyone can find the fit that suits them.

Are the colors displayed accurate to the real product ?

We do our best to ensure that the photos accurately reflect the colors of our products. However, slight differences may appear depending on the brightness and settings of your screen.

How do I care for my Lensy clothes ?

Care instructions are specified on each product page. We recommend always following these guidelines to preserve the quality and longevity of your pieces.

Payment & Security

What payment methods do you accept ?

We accept payments by credit card (Visa, Mastercard, Maestro), Bancontact and Apple Pay.

Are my payment informations secure ?

Yes. All your transactions are protected through a secure payment platform that complies with the strictest security standards. Your banking details are never stored on our site, ensuring the confidentiality of your information and serenity during your shopping.

Brand & Values

Where are your pieces made ?

Each piece is thought and designed in Belgium, then crafted in Morocco, in a workshop carefully selected for its expertise and its respect for the people who work there.

Is Lensy an ethical brand ?

Yes. Lensy is committed to a responsible and conscious approach. We produce in limited quantities to avoid overproduction, and we collaborate with a carefully selected workshop chosen for the quality of its work and the importance given to the human aspect.

If you have any other questions, feel free to contact us by email at : contact@lensycouture.com or by using the form below:

Contact