Frequently Asked Questions (FAQ)

Welcome to our FAQ page. Here you'll find answers to the most common questions about orders, shipping, returns, and more. If you can't find the answer you're looking for, please don't hesitate to contact our customer support team.

Orders & Payments

How do I place an order?

Placing an order is easy:

  1. Add your desired product(s) to your cart.
  2. Proceed to checkout.
  3. Enter your shipping information.
  4. Select your preferred payment method.
  5. Review your order and complete your purchase.

Once your payment has been successfully processed, you will receive an order confirmation email.

What payment methods do you accept?

We accept a variety of secure payment methods, including:

  • Visa
  • Mastercard
  • American Express
  • PayPal
  • Apple Pay
  • Klarna
  • Ideal (WERO)

Available payment options may vary depending on your location.

Is my payment secure?

Yes. All payments are processed through secure and encrypted payment gateways. Your payment information is protected using industry-standard security measures.

Can I change or cancel my order?

We begin processing orders as quickly as possible. If you need to make changes or cancel your order, please contact us immediately after placing it. While we will do our best to assist you, changes cannot be guaranteed once processing has started.

I didn't receive an order confirmation. What should I do?

Please check your spam, junk, or promotions folder first. If you still cannot find your confirmation email, contact our customer support team for assistance.

Shipping & Delivery

How long does shipping take?

Our average delivery time is 6–8 business days. Please note that shipping times may be slightly longer during peak seasons, holidays, or promotional periods.

How much does shipping cost?

Shipping costs are calculated at checkout based on your location and order details. Any free shipping promotions will be clearly displayed on our website.

How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email containing a tracking number and tracking link.

My tracking information isn't updating. What should I do?

Tracking information may take up to 1-2 days to update after shipment. If there are still no updates after this period, please contact our support team.

What if my order is delayed?

While we strive to deliver all orders on time, occasional delays can occur due to shipping carriers, customs processing, weather conditions, or high demand periods. Please monitor your tracking information and contact us if you have concerns.

What should I do if my package hasn't arrived?

Before contacting us, please:

  1. Check your tracking information.
  2. Verify your shipping address.
  3. Check with neighbors or household members.
  4. Contact the local delivery carrier.

If you are still unable to locate your package, please reach out to our customer support team.

Do you ship internationally?

Yes, we ship to many countries worldwide. Available shipping options will be displayed during checkout.

Returns & Refunds

Can I return my order?

Yes. You may return eligible items within 7 days of receiving your order, provided they are unused, unworn, and in their original condition and packaging.

How do I initiate a return?

To start a return, please email us at retour@houseofleiden.com with:

  • Your order number
  • The item(s) you wish to return
  • The reason for your return (optional)

We will provide further instructions.

Who pays for return shipping?

Return shipping costs are generally the responsibility of the customer unless the item is defective, damaged, or incorrect.

How do refunds work?

Once we receive and inspect your returned item(s), we will process your refund using the original payment method.

When will I receive my refund?

Approved refunds are typically processed within 5–10 business days after the returned item has been received and inspected.

What if I received a damaged or incorrect item?

Please contact us within 2 days (48 hours) of delivery and include clear photos of the issue at retour@houseofleiden.com. We will work quickly to resolve the problem.

Product Information

What sizes are available?

Available sizes vary by product. Please refer to the product page for detailed sizing information.

Do you have a size guide?

Yes. Most products include a size guide to help you choose the correct size.

What if I'm between sizes?

If you are between sizes, we generally recommend selecting the larger size for a more comfortable fit. Always refer to the size guide provided on the product page.

How do I care for my product?

Care instructions vary by product. Please check the product description or care label for specific washing and maintenance instructions.

Are the product photos accurate?

We make every effort to display our products as accurately as possible. However, slight variations in color may occur due to screen settings and lighting conditions.

What if a product is out of stock?

If an item is currently unavailable, this will be indicated on the product page. In some cases, you may be able to sign up for restock notifications.

Customer Support & Contact

How can I contact customer support?

You can reach our customer support team through:
Email: support@houseofleiden.com

    We aim to respond within 1-2 business days.

    What are your customer support hours?

    Our customer support team is available:

    Monday – Friday
    9:00 AM – 5:00 PM

    Messages received outside business hours will be answered as soon as possible on the next business day.

    How quickly will I receive a response?

    Most inquiries are answered within 1-2 business days. During busy periods, response times may be slightly longer.

    Accounts & Other Questions

    Do I need an account to place an order?

    No. You can check out as a guest. However, creating an account allows you to manage your orders more easily and save your information for future purchases.

    How do I create an account?

    Click on "Create Account" on our website and follow the registration process. You will receive a confirmation email once your account has been created.

    I forgot my password. What should I do?

    Click "Forgot Password?" on the login page and follow the instructions to reset your password.

    Do you offer discount codes?

    Yes. We regularly offer promotions and discount codes. Subscribe to our newsletter to stay informed about exclusive deals and special offers.

    Can I combine multiple discount codes?

    Unless otherwise stated, only one discount code may be used per order.

    How can I stay updated on new products and promotions?

    Subscribe to our newsletter and follow us on social media to receive updates on new arrivals, special offers, and exclusive promotions.

    Still Need Help?

    If you couldn't find the answer to your question, our customer support team is here to help.

    Email: support@houseofleiden.com
    Response Time: Within 1-2 business days

    Thank you for shopping with us! 💙