Customer service (FAQ)

My account

To create an account, enter the LEBRAND.eu website and go to “account” section, choose “log in” option and fill in the details. It will be automatically saved for the future transactions.

To log into your account, enter our website and choose “account” section located in the upper right corner. After entering, you’ll see the area to type in your e-mail address and the password. If you don’t remember your password, click on the “I forgot my password” section - you’ll receive an e-mail with the link to reset your password.

If you have problems with logging into your account, try to refresh the website. If that doesn’t help, please contact our customer service and we’ll be able to assist you (contact@lebrand.pl or +48 811 587 087)

Payment methods

We accept PayPal, Stripe and classic bank transfer.

All prices are generally shown in EUR. You can pay with your local currency through our payment gate, but the amount will be finally exchanged to EUR.

At the moment, we don’t offer this kind of payment.

If you experience this kind of issue, it’s possibly due to technical problems. In such case, you can place a new order or complete the payment by making a classic bank transfer (you can find our bank details in the order confirmation e-mail).

You have 3 working days to finalise the payment. If you require more time, please contact our Customer Service (contact@lebrand.pl or +48 811 587 087).

DELIVERY

All the orders are sent with courier companies.

We offer worldwide shipping. Shipping rates and fees may vary depending on the delivery address. The price doesn’t include duty and tax charges.

We don’t use a specific shipping company - if you have your personal preference, let us know before placing an order - put the information in the “note” area. Please, keep in mind, that we won’t always have the option to fulfill your request due to technical reasons.

We dispatch most of the orders in 2-3 working days.

If you’re buying a “PREORDER” item, the individual time will be shown on the product information page.

Not all the companies offer this kind of service.

We only offer gift wrapping service in our physical store. You can request our paper bag which can be used as a gift bag. 

You can add your requests while completing your order. Put the information in the “notes” section.

Tax and duties costs depend on the shipping destination and item’s category. To calculate the costs, we recommend using ISZTAR website.

Returns and complaints

Each item can be returned or exchanged if it’s in unused condition and has original labels attached. You have 14 days after receiving your order to fill the return/exchange form and send it back to us with unwanted items. You can find the form attached to the e-mail with your receipt, also available to download from your customer’s profile on LEBRAND.eu or from here. We do not cover the shipping costs or organise the pick up, it’s on customer’s side to arrange collection of the parcel.

If you have any further questions, contact our Customer Service (contact@lebrand.pl or +48 881 587 087).

We will send you a confirmation e-mail after receiving your parcel.

It usually takes 3-7 working days to receive your refund, depending on your bank and the country.

You will receive a refund to your account number provided on return form via classic bank transfer. You can also exchange an item or request a credit note. Choose your preferred method and let us know via return/exchange form.

It is necessary to provide us with the return form, so we can process your refund/exchange in your preferred way.

You can find your return/exchange form attached to the e-mail with your receipt, access it through your LEBRAND.eu customer's account or download it from here.

The shipping costs are on customer’s side.

You have 14 days after receiving your order to return/exchange the items. Please remember to return it unused with original tags and attach the return/exchange form.

To make a complaint contact our Customer Service (contact@lebrand.pl or 881 587 087). We’ll provide you with the complaint form. After filling in the form, we will ask you to ship back the faulty item.

You should hear back from us within 14 days.

ORDERS

You don’t need to create the account, you can place an order as a guest. Each time you decide to order as a guest, you will have to fill all the details again.

If the order has been placed already, it is not possible to amend it. You can create a new order and inform us as soon as possible about the situation in the “notes” section, so we can ship the parcels together.

If you have any further questions, please contact our Customer Service (contact@lebrand.pl or +48 881 587 087).

We can dispatch your items later if it’s more convenient for you. Please, make sure you put your request in the “notes” section before placing an order.

Yes, we'll attach the tracking number in your confirmation e-mail, so you can track your parcel.

Sizing details of every item are placed on product information page. Some of our pieces are available in one size - usually oversized styles. If you have any further questions regarding the dimensions, please contact our Customer Service (contact@lebrand.pl or +48 881 587 087).

If you change your mind regarding your order, please contact our Customer Service (contact@lebrand.pl or +48 881 587 087). Your order will be automatically cancelled if the payment is not received within 3 days.

Our Customer Service’s working hours are Monday to Friday from 10 to 6.

NEWSLETTER

You can join our newsletter anytime. The signup form is located at the right bottom corner of our website. After providing us with your e-mail, you’ll be added to our mailing list.

If you decide to unsubscribe from our mailing list, you’ll find the link on the bottom of every newsletter e-mail.

After signing up for our newsletter you will receive 10% off for your first order. You’ll also be the first one to be informed about our new collections and special offers.