FAQs
THE PRODUCT
Where are the garments made?
All our items are designed and manufactured in Portugal, Europe. We are proud to produce in Portugal due to the extensive know-how and quality heritage, strict labour law compliance and adherence to the latest environmental certifications and sustainable practices.
What are the benefits of Vitamin C?
Vitamin C is known as one of the superheroes of skincare with proven benefits, from acting as a protective antioxidant and boosting healthy collagen to combating pigmentation.
Why sleep on the Orange Silk pillowcase instead of cotton, linen or satin?
Traditional pillowcases do not slip, causing damage to hair and sensible skin. Orange Silk allows your skin to glide, whereas cotton or linen scratches and tugs on sensitive skin, resulting in premature stretching and sleep-creases. Technically, "satin" is a finish - not a fabric. The term "satin pillowcase" is a misleading abbreviation that has occurred over the years, which generally means synthetic satin pillowcase. Synthetic satin (like the one made with polyester) may look nice and soft, but after a night sleep will cause negative diferences on your hair and facial skin.
THE ACCOUNT
Why should I create an account?
Registration is not mandatory to explore and shop the site. However, creating an account gives you access to some benefits: creating wish lists, saving items in your shopping bag for later, saving your personal and/or payment data for faster check-out and stress-free returns.
Can I make changes or delete my account?
You can change the information on your Leizi account by clicking on "My Account ". Enter your user ID and your password and, once you are logged in, click on “My profile" to change or delete information. If you want to delete your account, please contact our Customer Service Department where we will assist you with the steps to follow.
What should I do if I forget my account password?
If you forget your password, go to the "Account" page and click the 'Forgot Password' button. Insert your email address, click send, and we’ll send you a link to change your password.
How can I follow the newsletters?
By subscribing to the newsletter, you can be part of “The Leizi Club”, so you will be one of the first people to hear about new products, events, news and much more from us.
How can I unsubscribe to the Leizi newsletter?
If you would like to unsubscribe from Leizi communications, please click the unsubscribe link at the bottom of our emails.
THE ORDER
Can I cancel or change my order?
If you wish to cancel your order, please contact us as soon as possible. Orders may only be cancelled before they are shipped. Please note that we will not accept cancellations once the product has been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.
How is my order prepared?
Each order is prepared and individually packaged in its presentation case, tied with a satin ribbon. The presentation case is then inserted into a box that will protect it and keep it anonymous during shipping. We are creating a more sustainable shopping experience. To reduce waste, invoices and other documents have been physically removed from Leizi orders. All documents will be sent by email when you place the order.
I just finalised my order but I still have not received the order summary. What can I do?
After you have placed your order, you will receive an order confirmation and receipt by email. Sometimes, you may experience a few minutes delay before you receive the order summary. You should also check your "Spam" inbox, as the message may have been delivered there depending on your email settings. If you still have not received an email, please contact our Customer Service Department. We will verify that the order has been successfully validated and will correct your email address if needed.
THE DELIVERY
How much is the delivery?
You will be asked to select the shipment method you would prefer as part of the order procedure.
Delivery cost depends on the delivery service you select, destination, and the cost will appear at the checkout.
How long does delivery take?
Your items will be delivered to the address that you provided when placing your order on the Leizicollection.com website and may vary according to your location. However, regular deliveries are:
- PT Delivery - Delivery estimated between 5-7 business days
- International Delivery - Delivery estimated between 7-14 business days
Can I track my order?
Once your order has been dispatched, you will receive an email containing your tracking number to track your package.
I have not received my package. What should I do?
Please allow a week after you have received your shipping notice. If, after then, your order has not arrived, please contact our Customer Care Department and we will be pleased to assist.
Will I have to pay import duties?
You may need to. When your delivery reaches the country of destination, import duties and taxes are levied and payment of these are necessary to release your order from customs. We are unable to advise on rates as they vary according to country. Please consult your local post office services for more information.
Is my package insured and do I need to sign?
All your purchases are insured against theft and accidental damage whilst in transit from Leizi to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer covered.
To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery for all orders and are unable to authorise for packages to be delivered without a signature.
RETURNS & REFUNDS
Can I return a product for an exchange or a refund?
Pursuant to European Law and according to our policy of Returns & Exchanges the customer may withdraw from the conditions and therefore from the purchase agreement for any reason, without need for an explanation and without incurring any penalty, within 14 (fourteen).
The returned item(s) must be accompanied by the original receipt, or a copy in the case of a partial return, and with all tags attached with its original packaging. We advise you to take all necessary precautions to ensure that your product is protected.
Any item not returned or returned incomplete, spoiled, damaged, soiled or in any other condition that would reasonably suggest that it has been used or worn, will not be refunded or exchanged.
Products that have been altered that have been unsealed after delivery and cannot be returned for reasons of hygiene or health protection cannot be exchanged.
If any of your purchases arrive in a flawed or faulty condition, please contact our Customer Service department immediately.
How do I return or exchange an item ordered?
Transport expenses (and any customs duty, if applicable) arising from the return of the goods may be borne exclusively by the Customer.
In order to exercise the right to cancel set out, the Customer may send notification to our Customer Service Department.
What do I need to do if my product is damaged or if it is not the product I ordered?
If one of your products is damaged or the items delivered do not correspond to your order, please contact our Customer Service Department.
GIFTING
Can I send a personalised gift message with my purchase?
When validating your order, it is possible to include an accompanying message for a gift order. You can also request a blank card that you may customise yourself.
Will the price of the order be shown?
If you place an order via your customer account, the receipt will be sent directly to you electronically at the email address registered to your account.
Price will not be shown on the tags of your order.
To request an invoice where the price is not shown, even if your invoicing information is identical to your delivery information, please contact our Customer Service Department.
If I give a gift to someone, can that receiver exchange it?
Only an exchange for a product of an equivalent or superior value is possible (the difference in price must be paid by you or the gift recipient). The gift recipient should contact our Customer Service Department.