Our FAQ's

View our FAQ quicklinks:

Find your answer by using the quicklinks below...

1.0 Your account & our site
5.0 Returns queries
2.0 Promotions & discounts 6.0 Product queries
3.0 Your orders 7.0 About our stores
4.0 Delivery queries
8.0 Leia website closure

We're Here to Help

Our frequently asked questions below aim to answer queries you may have and give you the confidence to treat yourself to something beautiful from our stylish collections...

1.0 Registration & Creating an Online Account Queries;

1.1 Do I need to create an account to purchase?

If you are a new customer to Leia, then you are not required to set up an account in order to purchase. However, by creating an account with us you’ll have access to a personal account area which enables you to keep track of your order history. It will also make shopping online quicker in the future. The only additional information needed to create an account is a password of six characters or more.

If you'd prefer to not set up an account, then simply choose the 'New to Leia' option when you come to the log in page and choose to checkout as a guest.

1.2 Will I automatically receive marketing emails from you?

If you’d prefer not to be added to our mailing list, simply select the opt out tick box on the account sign up form. However, please note that you may miss our exciting news and exclusive offers if you opt out. If you do choose to sign up, you can be taken off our mailing list at any time should you change your mind.

1.3 Will you pass my details on to any third parties?

No, we fully respect your privacy and will not pass your details on to any other companies.

1.4 What do I do if I have forgotten my password?

If you have forgotten your password, then don’t worry. It can be easily reset within a couple of minutes. Please follow the link here to reset your password.

1.5 I am experiencing some technical issues on the site, how can you help?

Please contact customer.services@leialingerie.com with a brief description of the issue you've experienced and the date and time that you were browsing the site. 

Please include details of your browser (e.g. Internet Explorer, Firefox, Chrome, Opera, etc) and the version number. If you do not know this information, please follow this link which will tell you these details; http://www.whatismybrowser.com

This information will help us locate the source of the problem and ensure we fix the issue as quickly as we possible can.

1.6 How can I unsubscribe from your mailing list?

Within all of our marketing emails there will be an unsubscribe link at the bottom. Please select this and you’ll be removed automatically from our mailing list. Please note that this can take 48 -72 hours to register.

 


2.0 Promotions and Discounts Queries;

2.1 I have a promotional code. How do I use it?

You’ll find a promotions and discounts section within our checkout process for codes to be entered. Please note that our promotions cannot be used in conjunction with any other offer. If you are having problems with a code please check that the code you are using is still valid and entered correctly. For further assistance, please contact our Customer Care team.

2.2 I've use a loyalty card when visiting a Leia store. Can I collect stamps/redeem online?

Unfortunately you cannot use your loyalty card to collect stamps and/or redeem rewards online. This is an in-store only promotion as we are unable to support the functionality required on our website. 


3.0 Order Queries;

3.1 What do I do if there is a problem with my order?

Our Customer Care team are here to help with any problems. See here for contact details.

3.2 Can I pay for my order using a gift card or gift vouchers?

Unfortunately we are unable to accept gift cards and paper gift vouchers as a method of payment online. Gift cards, however, can be used in our Leia York store.

3.3 Can I order from overseas?

Unfortunately we only deliver within the UK.

3.4 Can I cancel my order?

We may be able to cancel your order if we haven’t already processed it, but you will need to contact us as soon as possible.

If we have already dispatched your order, please return it to us using the Freepost returns label enclosed within your parcel. Once we have received the goods back, we will issue you with a refund.

3.5 Can I cancel an item from my order?

In certain circumstances, we may be able to cancel an item from your order but you will need to contact us as soon as possible.

If we have already dispatched your order, please return it to us using the Freepost returns label enclosed within your parcel. Once we have received the item back, we will issue you a refund for that item.

3.6 Can I add items to my order after I have placed my order?

Unfortunately not, you will need to place a separate order for anything else that you want to buy.

3.7 Why has my card declined?

Unfortunately we do not have access to this information. We recommend that you re-check that all the details you have provided are correct. If your order continues to decline, your bank should be able to let you know why this has occurred.

3.8 Why have you cancelled my order?

Please contact our Customer Care team who will respond to you personally to explain.

3.9 I have received an incorrect item within my order. What do I do?

We aim to get your order right every time. If we have sent you the wrong item, you can return it to us free of charge using the Freepost label included within your parcel. Where possible we will endeavor to resend the correct item free of any postage charges. If for any reason we are unable to do so, we will provide you with a refund for the incorrect item.

3.10 I have received my order but one of the items is missing. What do I do?

Please contact our Customer Care team who will investigate this matter with our dispatch team.

3.11 You have emailed to confirm my order but I now have an email to say the item is out of stock, why is this?

Unfortunately, although our systems showed available stock when you placed your order, when our dispatch team went to pick the item they found that there was no stock available.

In this instance we will cancel the item from your order, dispatch the remainder of the order (if applicable) and not charge you for the out of stock item.

3.12 Can I find out if you will be getting replacement stock on items or sizes that have sold out?

You’ll find a ‘can’t find your size button’ on all full price product pages. If you complete the short form we will try and source the size for you from another store or from our supplier.

Please note that unfortunately this service is not available on outlet or sale items. However, we regularly update our stock so it's worthwhile checking again.


4.0 Delivery Queries;

4.1 Do you deliver outside of the UK?

Unfortunately we are unable to deliver outside of the UK.

4.2 How long will it take for my order to arrive?

Standard delivery will take around 3 – 5 working days from date of dispatch. If you have selected express delivery, this will take around 1 – 2 working days to arrive from date of dispatch.*

* Our chosen carrier is Royal Mail and whilst we will certainly endeavor to deliver your order to you as soon as possible, delivery depends on their standard timescales and procedures. Click here to see our full delivery terms and conditions.

4.3 Do I need to sign for my delivery?

Yes, all of our orders require a signature upon receipt. Please bear this in mind when ordering. Royal Mail will leave a call and collect card should you not be there to sign for the delivery.

4.4 Can I track my order?

Our chosen carrier is Royal Mail who unfortunately do not offer the ability to personally track your order. If you haven’t received your order within 15 working days from dispatch, please contact us and we’ll investigate this for you further.

4.5 Can I change the delivery address of my order?

In certain circumstances, we may be able to change the desired delivery address of your order but you will need to contact us as soon as possible.

If we have already processed your order, unfortunately we are unable to amend and it will be sent to the original delivery address.

4.6 I have received an incorrect item within my order. What do I do?

We aim to get your order right every time. If we have sent you the wrong item, you can return it to us free of charge using the Freepost label included within your parcel. Where possible we will endeavor to resend the correct item free of any postage charges. If for any reason we are unable to do so, we will provide you with a refund for the incorrect item.

4.7 I have received my order but one of the items is missing. What do I do?

Please contact our Customer Care team who will investigate this matter with our dispatch team.

4.8 Do you deliver to the Channel Islands?

We are able to deliver to the Channel Islands. Upon request, we will return the VAT on any items you purchase and choose to keep from us. Once you have recieved your order, please contact us to confirm which items you wish to keep and we will refund the applicable VAT back to your card. Please contact our Customer Care team for further assistance.

4.9 What do I do if there is a problem with my delivery?

Please contact our Customer Care team who will be happy to help you.


5.0 Returns Queries;

5.1 What is your returns policy for online shopping?

We offer free returns on all orders online. If you have purchased full priced items, you have 28 days to return any unsuitable items provided they are returned in their original condition. If you have purchased sale/outlet items, you have 14 days to return any unsuitable items provided they are returned in their original condition.

Please see our detailed returns policy here, which should tell you everything you need to know regarding our returns policy.

5.2 I am considering purchasing a gift online for Christmas. Is your returns policy different?

Our returns period has been extended until 31st January '20 for all orders placed between Thursday 28th November '19 and Friday 20th December '19.

Please see our detailed returns policy here, which should tell you everything you need to know regarding our returns policy.

5.3 How do I return an item?

Please complete the returns form that was provided within your order ensuring you have stated the reason for return. Peel off the freepost label, stick it to the parcel and post it to us within 28 days of receipt for full priced items and 14 days for sale/ outlet items. Therefore, in the unlikely event that your parcel goes missing you will need to wait 28 days for your return to be processed.

Upon receipt of your return we will process your return within 14 days. Please allow a further 3 – 5 working days for this to appear in your account.

5.4 The items I’ve ordered are unsuitable, can I exchange for a different size/colour?

Unfortunately we no longer offer exchanges.

5.5 The items I’ve ordered are unsuitable, can I arrange for an exchange a different item?

Unfortunately we no longer offer exchanges.

5.6 Can I return sale/outlet or special offer purchases?

Sale/outlet or special offer purchases must be returned within 14 days of receipt. Please note that we are unable to refund items after this time.

If any additional products are sent to you as part of a promotion (e.g. a free gift with purchase) then these products will also need be returned for us to process your refund.

5.7 Can I return the item/s I bought online to a Leia store?

Unfortunately, at this time we are not able to accept any returns or exchanges purchased from our website in any of our Leia stores. Please see above for details of how to return or exchange.

5.8 I didn’t get a free returns label or invoice, how can I return something?

Please contact our Customer Care team who will be able to send you another copy via email.

5.9 Have you received my return yet?

Please allow 14 days from the date of posting for us to process your return. If you haven’t received your refund after 14 days of posting, then please contact a member of our customer care team who will be able to assist you further.

5.10 Will my postage costs be refunded if I return my order?

If you return your entire order within 7 days of the receipt date and include a written request to refund postage costs this will be refunded in line with distance selling laws. Unfortunately we cannot accept requests via email or telephone.

If you have kept some of the items from your order and returned others, we’re afraid we cannot refund your postage costs.

5.11 Do I have to pay for returns?

We offer free returns on all orders online, simply use you free post label that is provided within your order and retain a proof of postage for your records.

Ensure you obtain a proof of postage from Royal Mail. Please be aware that our free post sticker is for standard delivery and is not trackable. Therefore, in the unlikely event that your parcel goes missing you will need to wait 28 days for your return to be processed.

Please see our detailed returns policy here, which should tell you everything you need to know regarding our returns policy.

5.12 How will my return be processed?

All returns will be processed via original method of payment only. If you have used a credit or debit card then it can take 3 - 5 working days to appear in your account.

5.13 Can I still return items if I no longer have my invoice?

Please contact our Customer Care team who will investigate this request further.

5.14 What do I do if there is a problem with my return?

Please contact our Customer Care team who will be happy to help with any return queries.


6.0 Product Information Queries;

6.1 I’m unsure of my size. Can you help?

If you’re lucky enough to live near a Leia store then the best way to find the right bra size is to be professionally measured each time you purchase a new bra. However, we know that this isn’t always possible so take a look at our sizing guide for some helpful tips.

6.2 I’m unsure which bra style would be best for me. How will I know which will suit me?

We’ve pulled together the features and benefits of our most popular bra styles and recommended which body types they are most suited to. See our style guide to enable you to shop with confidence.

6.3 What is the best way to care for my lingerie?

To keep your lingerie and swimwear looking as beautiful, comfortable and supportive as the day you bought it, we recommend that you hand wash in warm water only with a touch of detergent. If items are washed in a washing machine, they will no longer be accepted back as faulty by our QA team. Similarly we also suggest that you don’t dry clean, iron, bleach or tumble dry your lingerie or swimwear.

6.4 Can I find out if you will be getting replacement stock on items or sizes that have sold out?

You’ll find a ‘can’t find your size button’ on all full price product pages. If you complete the short form we will try and source the size for you from another store or from our supplier.

Please note that unfortunately this service is not available on outlet or sale items. However, we regularly update our stock so it's worthwhile checking again.

6.5 I purchased an item which I deem to be faulty. What can I do?

If you deem an item to be faulty then our policy requires you to return the item to us for quality testing. If the item is deemed as a manufacturing fault we will provide you with a replacement or refund if a proof of purchase can be produced.

Damaged garments which have been received within the past 12 months (going by the purchase date) will be accepted back as faulty. Anything which has been received after this period will be classed as general wear and tear.

Any garments which are not approved by the QA department will not be refunded in full.

If the garment is found to be damaged due to customer misuse, or if no fault can be detected then the garment will be returned and a credit note will not be issued.

If the consumer acknowledges that the garment has been in the washing machine, this will not be accepted back for inspection. The QA team’s decision is final.

Please contact our Customer Care team for further instructions.


7.0 Store information Queries;

7.1 Where is my nearest store?

We currently have 1 boutique in the UK, located in York. Please use our store finder for further details.

7.2 What are your store opening hours?

Our York opening hours are:

• Monday to Saturday: 9:00am - 6:00pm
• Sundays: 11:00pm - 5:00pm

7.3 How do I contact you with feedback about a store?

Please click here to contact our Customer Care team.

7.4 I have a business enquiry, how do I contact you?

Please email customer.services@leialingerie.com with any business enquiries and our Customer Care team will pass on to the relevant team members accordingly.


8.0 Leia Website Closure Queries;

8.1 When will the Leia website close?

The Leia website will close on Monday 2nd March '20, due to being replaced by our new brand websites so you can shop more of what you love.

8.2 Where else can I buy your brands?

You can buy our brands from the following new websites:

Freya: www.freyalingerie.com

Fantasie: www.fantasie.com

Elomi: www.elomilingerie.com

Wacoal: Coming Soon

Alternatively, you can still shop at our Leia store in York or locate your nearest stockist on the below store locator pages:

Freya: www.freyalingerie.com/store-finder/

Fantasie: www.fantasie.com/store-finder/ 

Elomi: www.elomilingerie.com/store-finder/ 

8.3 Will my Leia password work on the new sites?

Unfortunately your existing Leia account won't exist on the new websites. However, checking out is quick and easy. Once you've created a password on one of the new brand websites, it will work across all of them, so you'll only have to create an account once.

8.4 I have a voucher code to use on the new websites. How do I use it?

To redeem your voucher, simply visit the Freya, Fantasie or Elomi websites and add your chosen item(s) to your shopping bag. Your voucher code can then be added on the bag page, where your discount will be applied. Please note, each voucher is only valid on orders over £40 (excluding delivery costs) until Sunday 1st March '20, and is valid for a single transaction on the relevant brand site.

8.5 I have a Leia goodwill voucher to use. How do I redeem this once the Leia website has closed?

If you have been given a goodwill voucher, you can redeem this by calling our York store and placing a mail order.

8.6 What is your York store's contact details?

You can contact our York store by emailing at york@leialingerie.com or alternatively call on 01904 612489.

8.7 How can I unsubscribe from your mailing list?

To unsubscribe from our marketing emails, please click the link at the bottom on one of the Leia newsletters. If you experience any problems, please email us at customer.services@leialingerie.com.