FAQs

For purchases made through other physical or digital sales channels other than the official Lemon Jelly online store www.lemonjelly.com, the complaint must be submitted to the point of sale where the purchase was made.

We recommend that you contact the seller, attaching photos of the pair and proof of purchase.

For purchases made at points of sale or other retailers, the terms and conditions of each of these retailers regarding the acceptance of returns or complaints apply, and these may vary for each sales channel.

Please send an email to our Customer Service department at cs@lemonjelly.com, including the following details:

Your order number;
The name of the model you received incorrectly or which is faulty (e.g. COMFY 01);
A photograph of the item, to help us understand what may have happened.

It is very simple to buy in lemonjelly.com. Just follow these steps:

1. In the top menu, select the section Woman or Child and choose a product category. You can select by model type or, if you prefer, view our models by their history or special finishes.
2. On the product listing, click on the item(s) that you like and see the models in detail, including more pictures, colors, prices, available sizes and even information about their characteristics.
3. Add to the shopping cart the model that you've chosen. You can choose to continue to buy and see more models or jump directly to the Checkout.
4. As soon as you begin the process of ordering:
   1. If you have a registration: Login with the data from your account 
   2. If you do not have a registration: Click on "Create Registration" or, alternatively, fill in your information without making a registration. 
5. Check to see if all the data filled in is correct, in particular the delivery address and contacts.
6. Select the payment method.
7. Confirm your request.
8. You will receive an e-mail confirming your order. 

Yes, Lemon Jelly assumes a commitment of responsibility to its visitors, protecting their personal data based on data transmission encryption via a secure HTTP with SSL Digital Certificate.

Also, Lemon Jelly is commited with ensuring the privacy management of the data under our responsability, in accordance with our policy of privacy management.

It is not possible to modify your request after the order is made.

Following EU rules "If you have bought a product or service online or outside a shop (by phone, mail order, home seller), you also have the right to cancel and return your order within 14 days, for any reason and without justification."

For orders cancelations within this period, please contact us at cs@lemonjelly.com.

You will receive the amount via the same payment method used in your purchase within an estimated period of 10 working days (depending on the bank).

If the item or size in which you are interested in is no longer available, it is most likely to be out of stock. Sometimes, we replenish some products, so in the future there is the possibility that the product becomes available again.

Yes, you can. On the product page, click on the button "Stock Alert", enter your email address and, once the item is available we will contact you.

When your order appears as delivered in our system, a gift receipt will be available for every product of your order. You can find the gift receipt in your Customer account by clicking in the “Orders” area and then on the order that contains the product(s) you want to offer. If you didn't register when you placed your order, you can access the gift receipt here by filling in the order number and email associated to your order.

The gift receipt includes the order number, the last day to request a return, product information (without price) and a link from which a return can be requested. It is mandatory to be registered and logged in to our online store to make the return request.

Refunds by the same method of payment are reserved for the purchaser. The recipient of the gift can only be refunded by voucher.

In case you already received your order, but the gift receipt isn’t available yet, please get in touch with our Customer Support via chat, phone or email (cs@lemonjelly.com).

If you encounter a problem after using our product, please contact us via email at cs@lemonjelly.com, including photos clearly showing the issue.

The information provided will be reviewed by our team, and in the case of an accepted complaint:

• We will carry out the repair of the pair whenever possible.
• If repair is not possible, we will proceed with exchanging the pair.
• In case of stock unavailability, a voucher will be issued for use in the store, valid for 6 months. For complaints made within 30 days of receiving the pair, a refund is also available.

Under European Union rules, if you have purchased a product or service online or outside a shop (by phone, email or door-to-door), you have the right to cancel and return your order within 14 days, without having to give any reason.

For cancellations within this period, please contact us at cs@lemonjelly.com

You will receive a refund via the same payment method used for your purchase within an estimated 10 working days.

For orders to mainland Portugal, once the order has been dispatched, you can only change the delivery address to a collection point.

For orders to the islands and the rest of the world, once the order has been dispatched, you can no longer change the delivery address.

Yes, you can enter this information during checkout.

Please note that delivery charges will depend on the destination country, not the billing country.

As soon as your order has been dispatched, you will receive an email containing a tracking number, so you can check the delivery status on the courier’s website or app.

You can also track the status of your order in your customer account, under the “Orders” section and on the “Track my order” page.

For parcels delivered to a DPD collection point, you have 10 working days to collect them. If you do not collect your parcel within this period, you can request a redelivery subject to payment of the delivery charges.

For orders delivered to DPD lockers, you have 3 days to collect them (the first day is counted as the date of delivery to the location). If the order is not collected within the specified period, you can request a new delivery free of charge. In the event of a second unsuccessful delivery attempt, you can request a new delivery subject to payment of the delivery charges.

For orders delivered to a UPS Parcel Shop, you have up to 7 days to collect them at no extra cost.

For further information, please contact customer support via email at cs@lemonjelly.com or by phone on +351 964 700 246 (call to national mobile network).

For deliveries made by DPD, in the event of failed delivery attempts, if there is a collection point near the delivery address, the carrier may also deliver the parcel there without prior notice.

If the recipient is not at home, the carrier will attempt a new delivery. If a second delivery attempt is unsuccessful, the customer may request a new delivery upon payment of the delivery charges.

For further information, please contact our customer service team by email at cs@lemonjelly.com or by telephone on +351 964 700 246 (call to national mobile network).

To ensure your parcel is delivered to the delivery address, someone must be present at the time specified by the courier for delivery.

For orders delivered by DPD, please check whether you have been contacted by the courier to inform you that your parcel has been delivered to a collection point.

If you have not received your order within the expected timeframe (working days), please contact us via email at cs@lemonjelly.com to arrange a new delivery to an address of your choice (within the same country).

Shipping costs depend on the delivery address.

Shipping costs are calculated automatically in the shopping basket, based on the country of delivery and the selected delivery time (where applicable).

During promotional periods, Lemon Jelly reserves the right to change the terms and conditions for shipping, exchanges and returns, with all costs being displayed in the relevant order/return processes.

Depending on the destination country, particularly non-EU countries, there may be additional charges for transport, delivery, postage, customs clearance or other costs, which cannot be calculated in advance by Lemon Jelly due to varying customs policies and import duties. All customs and import duties must be borne by the customer.

When we receive an order, we aim to dispatch it as soon as possible.

Delivery times vary depending on the delivery address you have chosen for your Lemon Jelly, and information regarding the estimated delivery time after dispatch is always displayed at checkout. If, by chance, we exceed this timeframe, we will contact you.

During the festive season, in the event of temporary stock shortages or at times of high order volumes, these times may vary.

You can track your order on the courier’s website or app using the tracking number sent by Lemon Jelly in the dispatch notification email, or check the status of your order here. If there is any delay or issue with your delivery, please contact us via email at cs@lemonjelly.com

You can have your order delivered to an address of your choice: your home, workplace, a relative’s house, or elsewhere, anywhere in the world.

For orders in mainland Portugal, you also have the option of delivery to a pick-up point of your choice.
If you choose delivery to a locker, please note that the order must be collected within 3 days.

Important note:

Whenever a selected locker or collection point is unavailable (before or after dispatch), your order will be automatically redirected to the nearest point, in accordance with the DPD network in your area, ensuring an accessible collection point.
If there is no pick-up point nearby, our customer support team will contact you to arrange delivery to the address provided.

Yes, all customs and import duties must be paid by the customer. Due to varying customs policies and import duties, Lemon Jelly has no control over any costs that may be incurred when an order arrives in the destination country, and it is not possible to predict the exact amount of these charges.

If you have any questions, you should contact your local customs office before placing your order to obtain information about customs charges and their applicability.

To exchange an order online, you must:

Log in;
Go to the “Orders” section;
Select the relevant order;
Click on “Return/Exchange” and follow the steps provided.

1. Request a return or exchange

Log in to your customer account or click the order return link.

Select the “Return/Exchange” option for the item you wish to return.

2. Select “Exchange for an item of equal or greater value”

In the next step, select the “Exchange for an item of equal or greater value” button.

You will see a message informing you that the value of the returned item will be converted into exchange credit to use on a new order.

3. Receive your exchange credit

Once you have confirmed your request, credit for the value of the returned item is automatically generated.

You don’t need to wait for the return to reach the warehouse to use this credit.

4. Place your new order

Choose your new items from the online shop and add them to your basket.

The new order must be of equal or greater value than the returned item in order to use the credit.

5. Use the credit at checkout

At checkout, your exchange credit will automatically appear as available.

Select the credit to apply it: it will be deducted from the total of the new order, and if there is a difference in value, you will only pay the additional amount using your preferred payment method.

6. While the return is still in transit

The new order will have the status “On exchange”, with stock reserved, until the return is received and accepted.

During this period, the credit remains available only for this new order.

Applies only to deliveries to mainland Portugal

If the DPD return label is not included with your order, it will be available in your customer account once the exchange or return request has been completed. Go to the "Returns" tab and click on the order you wish to return to view the "Return Label" button. If the label is not available in your account, please contact our customer support via email: cs@lemonjelly.com

Currently, it is not possible for someone who has received a product as a gift from another person to exchange it, as the exchange process is only available to the person who made the payment.

If you wish to return the product, the refund will be issued via a payment voucher.

If you gifted a pair of Lemon Jelly and are requesting the exchange or return yourself, log in to your account and submit your request under ‘Orders’. If you are not registered, you can submit your request via the order confirmation email.

If you return your order, you will be refunded the amount paid for the item(s).

Postage costs will be refunded if the order was dispatched using the standard delivery method(s) available [the least expensive option(s)]. If you chose a delivery method other than the standard option available, the postage costs will not be refunded.

In the case of partial returns with standard delivery, a partial refund of the delivery charges will apply.

Calculation formula: Difference between the total amount paid for delivery charges and the applicable delivery charge for the number of items retained by the customer.

Example: The standard delivery method costs €5 for 1 pair, €8 for 2 pairs and €11 for 3 pairs. In the case of an order for 3 pairs, where 1 pair is returned, €3 will be refunded.

Lemon Jelly reserves the right to refuse exchanges or returns that are notified or sent after the specified deadline, or for products that are not in the same condition as when they were dispatched.

All items for exchange or return must be returned in their original packaging, in the same condition as when they were dispatched.

Requirements to be met in the event of an exchange or return:

Products must not have been washed or worn (a product is considered unworn if it shows no signs of use, so that it can be resold to other customers as a “new item”);
Products must be complete (return the full set, together with accessories where applicable)

When returning an order, please ensure you do not include any products purchased from another store. We are not responsible for such items, nor will any corresponding amounts be refunded.

Examples of Returns Not Accepted:

        

If the customer exercises their right to cancel the contract and returns their purchase, the return is free of charge. Therefore, exchanges and returns are free of charge.

This free service is limited to one exchange or return per order, except in the case of a fault or other reason not attributable to the customer. Returns are free of charge only in mainland Portugal. In the islands, return costs are borne by the customer.

In the case of returns due to a fault, an incorrect pair being sent, or any other reason not attributable to the customer, the cost of returning the pair from the country where the order was delivered will also be borne by the brand.

For further information, please contact our customer service team via email at cs@lemonjelly.com

You will receive a refund via the same payment method used for your purchase within an estimated 10 working days of us receiving your parcel at our warehouse.

During periods of high order volume (e.g. Black Friday or the sales), this may take longer than 10 working days.

If you send your item to our warehouse without submitting a return or exchange request via your customer account, your order will be refunded via a voucher.

The estimated time for you to receive your replacement pair is 10 working days from the date the pair is delivered to our warehouse (you can check the location of your order using the tracking number on the return label).

You can access your invoice in your customer account by going to "Orders" and clicking on the order you want to access the invoice for. On the new page, click "Download invoice" to access the invoice.

If you did not register at the time of purchase, you can access the "My OrderStatus" page, enter the order number and email associated with it, and then scroll down to the "Download invoice" button.

The invoice will only be available after the order has been separated.

On each product page you can find, in addition to a conversion table of sizes, one size guide that explains how you should measure your foot and so choose the most suitable size for you and for the model that you selected.

A "Wish list" is a list of desires where you can save your favourite models. You can order them when you want or even share them by email with whoever you want.

To create a Wish list you must be registered and be logged in lemonjelly.com. You can add models to the Wishlist on the product page, by clicking the button .

To view all models that you added to your Wish list click the button  in the top menu.

To subscribe to the Lemon Jelly newsletter fill in your e-mail address in the "NEWSLETTER" area in the footer menu of the website and click "Submit". From that moment on, you will be notified of all our news and campaigns.

The time available for an order payment depends on the chosen payment method. This information is available on the payment page, order confirmation page, and the order confirmation email.

In the case of immediate payments (card, PayPal, Mbway), the stock is reserved.

For payments made after the order is placed (Multibanco), there is no stock reservation.

When you choose to pay with Klarna, you can benefit from different payment methods depending on the country you are located in:

• Immediate payment: available in Portugal, Spain, France, Germany, Finland, Austria, Belgium, Netherlands, Greece, Ireland, and Italy.
• Payment in three installments without interest for orders over €35: available in Portugal, Spain, France, Germany, Netherlands, Greece, Ireland, and Italy.
• Payment in 30 days: available in Spain, France, Germany, Finland, Austria, Belgium, Netherlands, and Italy.
• Financing: available in Germany, Austria, and Finland.

You can pay by credit card (VISA, MasterCard), PayPal, ATM, Klarna and MB Way.

The card may be refused for one of the following reasons:

• The card has expired. Check the expiry date of the card.
• The limit on the card has been reached. Consult your bank if the card has not exceeded the amount allowed to make purchases.
• The data entered is not correct. Check if you have filled in correctly all the fields required.
• The security measures on the card are not active. You may require activation of the security measures for online purchases from the bank.

We do not currently have this service available.

Yes, the data is transmitted in an SSL encrypted form. For payment by credit card it is necessary to enter the CVV (Card Verification Value), a code printed on the card which is used as a security measure in electronic commerce transactions.

Discount codes are used to make the checkout in the shopping cart. 

By entering the code, your discount will be applied to your purchase. 

Please note that some discount codes are not combinable with other campaigns, and when you enter the code at checkout, it may override promotional discounts in force.

Exclusively issued discount coupons are for single use only and will not be refunded in the event of a return.

If the code is not working, check:

• If the code that you inserted is correct;
• If the validity of the code has not expired; 
• If the items that you selected are in accordance with the conditions of the promotional campaign.

If, after doing the above checks, your code still doesn't work, send an e-mail to the Customer Support department, through cs@lemonjelly.com. 

Please enclose a screenshot that shows the error generated with the use of your code, in order to facilitate the identification of the problem.

• 20€
• 50€
• 80€
• 200€

Yes, you can use than one gift card to pay for your order.