FAQ's

LEAD-TIME FOR OUR ONLINE ORDERS

All items are made-to-order and handmade. Standard lead-time is 14 business days.

For orders consisting of 4 or more items, please be advised that processing may take slightly longer than the standard lead time, typically around 20 business days. We appreciate your understanding and patience.

Please adhere to our timeline and order in timely fashion. Contact info@lenalisa.com for any inquiries about delivery or lead time.

SHIPPING

Standard shipping is R100 for orders under R2500, while orders of R2500 or more enjoy free shipping.

For expedited delivery within 3-4 business days, we offer a faster production option at R450 per dress. Unfortunately, we are unable to offer expedited delivery for our pleated range and floral dresses, as these items are sourced from an external supplier

IN-STUDIO FITTINGS

We offer the opportunity to fit, browse, and purchase our samples in studio, with personalized in-person guidance from one of our experts. During your fitting, our expert will assist you throughout your appointment, ensuring you make the best choice possible. We will also take your measurements and tailor your order accordingly to ensure a perfect fit.

Fittings are available for a maximum of 3 people per timeslot. The cost for fittings is R300 on weekdays and R500 on Saturdays (please note that Saturday fittings are available on select Saturdays only, not every weekend). Should you wish to have additional attendees present, there will be an extra charge of R100 per person.

Each fitting is 1 hour long.

Please note: Fitting timeslots are by appointment only.

RETURN POLICY | Online Products:

We accept product returns for a refund or exchange. To return a product, please email us at info@lenalisa.com.

- Returns Policy Duration: 10 business days.

- Notification Requirement: Notify us via email within 10 business days of receiving your purchase to request a return for an exchange or refund.

- Ineligibility After 10 Days: No refunds or exchanges will be processed if the request is made after 10 business days from receipt of purchase.

- Condition of Items: Items must be brand-new, in the same condition as received, and in the original packaging to be eligible for a return.

- Sale Items: Sale items cannot be returned.

- Worn Items: Items that have been worn cannot be returned. Items will be checked before a refund is issued.

RETURNS POLICY | Custom-made Items

In compliance with South African consumer protection laws, please note that, as per our policy, we do not issue refunds or returns for custom items, whether they're tailored to precise measurements, specific colours, or personalised to your preferences. We will consider a refund, replacement, or return only in cases where the item is defective or not made in accordance with your specifications. Please send an email to info@lenalisa.com for further assistance.

REFUNDS

When returning a product for a refund, please allow 5-6 business days for processing and proof of payment. We will contact you via email to confirm the refund.

GROUP ORDERS (e.g. bridesmaid dresses in the same color):

To ensure consistency in color for group orders, such as bridesmaid dresses, please avoid placing separate individual orders. Fabrics from our supplier may occasionally vary slightly in shade.

To guarantee that all dresses are made from the same fabric roll and maintain uniform color, kindly contact us via email before placing your order - info@lenalisa.com

LENA LISA is not responsible for color discrepancies if this communication is not made in advance

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HOW THE MADE-TO-MEASURE PROCESS WORKS

We start off by meeting with he client and having a consultation where we discuss the style and fabric. All dresses are made to measure. We draw up a sketch to finalise the idea. After that we send out a quotation and a 60% deposit is needed for the process to continue. Fittings consist of 2-3 mock fittings and then 2-3 final fittings.

The remaining amount must be paid before collection. The process of making a dress depends on availability and type of dress.

The first consultation costs R300.

Have a look on our Instagram page for some recent garments https://www.instagram.com/lenalisa_designer/

Please feel free to send us some of your ideas for an estimate quotation.