FAQ
Shipping & Delivery
When will my order ship?
All orders are processed within 24 hours after purchase. Once shipped, delivery takes approximately 7–14 business days, depending on your location and carrier performance.
Will I receive tracking information?
Yes. You’ll receive a shipping confirmation email with a tracking link as soon as your order has been dispatched.
Please allow 2–5 business days for tracking updates to appear.
Can I change my shipping address?
Address changes are possible within 24 hours of placing your order. After this window, we cannot guarantee modifications.
Do you offer free shipping?
Yes — we offer free premium worldwide shipping on all orders, with no minimum spend required.
What happens if I’m not home during delivery?
Your local carrier will leave a notice with instructions for redelivery or pickup.
My package seems delayed or lost — what should I do?
Please contact us at info@lenagracevancouver.com.
If your package cannot be located, we typically replace missing items at no cost, provided your shipping address was entered correctly at checkout.
Returns & Exchanges
What is your return policy?
We accept returns within 30 days of delivery. Items must be unused, unwashed, undamaged, and returned in their original packaging with tags attached.
How do I start a return?
Email info@lenagracevancouver.com with your order number and the item(s) you wish to return.
Our support team will guide you through the next steps.
When will I receive my refund?
Refunds are processed within 5–10 business days once your return is received and inspected.
Please note that shipping and import-related costs are non-refundable.
Can I exchange an item?
Yes — exchanges are available for a different size or color, depending on current stock availability.
Sizing & Product Information
How do I choose the right size?
Each product page includes a detailed size chart.
Our garments fit true to size, unless otherwise stated.
I’m between sizes — what should I do?
We recommend choosing the larger size for a more relaxed fit.
How do I care for my garments?
Follow the care instructions inside each item to maintain fabric quality, color, and shape over time.
Payments & Orders
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, and Shop Pay.
Is checkout secure?
Yes — all transactions are processed using SSL-encrypted technology to ensure your data remains safe and private.
Do you offer Cash on Delivery?
No — all payments must be completed securely online at checkout.
Can I cancel or modify my order?
Orders can be modified within 24 hours after purchase.
Once confirmed, cancellations are not possible — but returns are always welcome.
Other Questions
I received the wrong item — what should I do?
Please contact info@lenagracevancouver.com immediately. We’ll arrange a quick replacement.
Do you offer gift cards?
Not yet — but they’re coming soon.
Why did my order arrive in multiple packages?
To ensure faster delivery, some items may ship separately from different warehouses.
Can I track my order on your website?
Yes — simply visit our Track Order page and enter your email and order number.
Will prices or invoices be included in the package?
No — all orders are gift-friendly, with no pricing included in the packaging.
Store Information
Trade name: Lena & Grace Vancouver
Business address: Vancouver, British Columbia, Canada
VAT number: Only available upon request
Customer service email: info@lenagracevancouver.com