When you are shopping on our shop, you are automatically accepting our terms & conditions.
Payment
We accept PayPal payments and credit card payments through PayPal as well.
Order confirmation
I will send you an email after your order has been received and your payment confirmed.
Shipping
Your order will be dispatched within 2-3 weeks from the time you place your order and payment (production time) or in a shorter period if you got previous confirmation from the shop. Otherwise, those headpieces labelled as “ready to ship” are regularly shipped between 3-7 days after the payment has completed.
We ship our items using the Spain Correos mail service registered Internacional letter. This service includes a tracking number (it will be sent an e-mail notification) allowing you to check the status of your order. Delivery takes about 2-4 weeks. Also you can choose DHL mail 5-7 days (not including the day of delivery, delays in customs processes, force majeure, special events and holidays abroad). Note, occasionally a package may take longer than expected.
Different countries may have different customs rules. Once the item has been shipped and accepted by the mail service we can not be responsible for any shipping delays.We are responsible only for fulfilling time of elaboration and deposit of product to the delivery services in the time.
Please, kindly contact us as soon as possible,if you do not receive product within 30 days, so this can be solved ASAP with the postal service.
We do not provide replacement of lost orders submitted with incorrect delivery information (provided by the client).
Taxes
We don’t add taxes, VAT, or other hidden charges, except for buyers from the European Union, the price will have VAT 21% included. For clients from other countries you pay us the price shown on our website, i.e. goods subtotal + shipping cost. Kindly consider that you are responsible for the payment of whatever applicable taxes within your correspondent countries.
Refunds and exchanges
At Lena Rom, we pride ourselves on creating exquisite accessories custom-made to your order. Our dedication to delivering exceptional quality is evident in the hours of meticulous handwork that goes into each piece. Each petal, leaf and bud is meticulously handcrafted from cold porcelain clay in our studio, ensuring the uniqueness and exclusivity of our creations. We do not use prefabricated clay components from other producers, allowing us to produce only a limited number of unique pieces each month.
Due to the personalized nature of our creations, we regret to inform you that returns on ordered pieces will not be accepted once production has begun.
Regarding hygiene, we must highlight that for the health and safety of all our customers, we cannot accept returns of any used products. This policy ensures that all accessories you receive are in perfect condition and have not been previously used.
Before making your purchase, we recommend that you carefully consider the item that best aligns with your vision and requirements. We are always available to offer advice or provide any additional information you may need to make an informed decision. Your confidence in your selection is paramount to us and we are here to ensure that your experience with Lena Rom is nothing short of exceptional.
How long will it take for to receive my order?
Please take into account production plus shipping times. Each piece is made to order and usually will be shipped about 2-3 weeks after receiving payment, unless otherwise discussed.
Otherwise, those headpieces labelled as “ready to ship” are regularly shipped between 3-7 days after the payment has completed.
Kindly consider delivery by registered air mail takes about 15-30 days (not including the day of delivery, delays in customs processes, force majeure, special events and holidays abroad). Please note, very occasionally a package may take longer than expected.
Also, there is possibility of delivery by Express EMS about 7-10 working days or by DHL 5-7 working days.
If you are out of this range, please contact me before making purchase…
Rush order
If you have an urgent order for our bridal accessories, please inform us before making your purchase. Include your wedding date and your location. This will enable us to assess the availability of the item you’ve selected and ensure it arrives on time for your special occasion. We understand the significance of your event and are here to assist you in coordinating all the details.
Are custom designs available?
We are delighted to accept custom orders to accommodate your individual tastes and needs. Whether you wish to make minor alterations to an existing design, adjust the color of an item, or create a completely original piece that you have in mind, please do not hesitate to get in touch with us. We will work together to transform your vision into a tangible reality. Our commitment is to provide you with the utmost flexibility and creativity, ensuring that your accessory is truly one-of-a-kind.
Can I order exactly same headpiece?
Please be aware that each piece is meticulously handcrafted, meaning that no two pieces are identical. In fact, due to the artisanal nature of our products, you may notice slight variations from the original item. This is a testament to the authenticity and uniqueness of each creation. Every piece is distinct, making it a reflection of the craftsmanship and care with which it was crafted.
We hope this information has been helpful to you. Please feel free to contact us if you have further questions or if you would like to place a custom order. We are here to assist you in finding the perfect accessory that complements your special occasion.
