Cancellation Policies

How do I cancel an order?

At Lelay Luisa, we understand that plans change and sometimes cancellations are necessary. Below is our cancellation policy designed to offer flexibility while ensuring that our processes remain efficient for all customers.

1. Order Cancellation

  • Cancellation Within 24 Hours: You can cancel your order within 24 hours of placing it for a full refund. Please contact our customer support team at partnership@lelayluisa.co or +442080401787 as soon as possible to initiate the cancellation.
  • Cancellation After 24 Hours: If you wish to cancel your order after 24 hours, we will do our best to accommodate your request, but please note that once the order has been processed and shipped, cancellation may not be possible. In such cases, please refer to our Return Policy.
2. Customized & Personalized Items
  • Orders for customized or personalized items (e.g., engraved jewelry, made-to-order pieces) cannot be canceled once production has started. We encourage you to double-check all details before finalizing your order to ensure everything is correct.
3. Pre-Orders
  • Pre-orders can be canceled up until the time they are processed for production. After processing begins, pre-orders are treated as final sales and cannot be canceled.
4. Subscription Services
  • If you’ve subscribed to any Lelay Luisa membership or product service, you can cancel your subscription at any time. However, please note that cancellations must be made at least 48 hours before the next billing cycle to avoid charges for the upcoming period.
5. Refunds for Canceled Orders
  • If your order is eligible for cancellation and has been successfully canceled, your refund will be processed within 3-5 business days. The refund will be issued to the original payment method used at the time of purchase.
6. How to Cancel an Order
To cancel an order, please reach out to our customer support team as follows: 
  • Email: partnership@lelayluisa.co
  • Phone: +442080401787
Please provide your order number and the reason for cancellation in your request to help us process it efficiently.
7. Cancellation Due to Unforeseen Circumstances
  • In rare cases, Lelay Luisa reserves the right to cancel orders due to unforeseen circumstances such as stock shortages, issues with payment processing, or other operational challenges. In such cases, you will be notified immediately, and a full refund will be issued.
8. Exceptions
  • Please note that certain items, such as gift cards, sale items, and final clearance pieces, may be ineligible for cancellation. Please refer to the product description and our terms of service for further details.
We are committed to providing you with exceptional service and support. If you have any questions or concerns about our cancellation policy, feel free to contact us at any time.