Refund and Returns Policy

Overview

At Lento B.V., we are committed to providing you with a seamless shopping experience. If you are not entirely satisfied with your purchase, you have the option to initiate a return within 28 days of the purchase date. Please review the following guidelines for our return process:

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 28 days after delivery

Return Process

To initiate a return, please follow these steps:

1. Log in to your lento.fashion account.
   Go to the “Order History” section and locate the order containing the item you wish to return.
2. Use the “Chat” icon button  on the bottom right of the screen to initiate a return. Please wait for further instructions. Mention the order number found in step 1. This allows us to help you further.
3. Return Shipping:
   Return shipping costs are the responsibility of the client. You may choose the shipping method and carrier of your preference to send the item back to us. We recommend using a trackable and insured shipping service to ensure the safe return of your item. Lento B.V. will not be held liable for any lost or damaged items during the return transit. 
4. Use the following address for the returns (unless specified differently in our instructions):

     Netherlands

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

As of now, we do not offer direct exchanges. If you wish to exchange an item for a different size, color, or style, you will need to initiate a return for the original item and place a new order for the desired item.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Damaged or Incorrect Items

Should you receive a damaged or incorrect item, please reach out to our customer support team within 7 days of receiving your order. We will provide you with the necessary guidance for returning the item or obtaining a replacement.

Non-Returnable Items

Please note that certain items, such as intimate apparel, swimwear, and personalised items, are non-returnable due to hygiene and customisation reasons.

Shipping returns

To return your product, you should mail your product to: Kinkerstraat.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact using the chat functionality icon on the bottom right of the screen for questions related to refunds and returns. This will be the quickest way we can help you as our team gets notified.