DELIVERIES AND RETURNS

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

Most of the time, orders for which the payment is confirmed until 13H (GMT) are dispatched on the same day, after this time they’re dispatched the day after.

Delivery time varies according to delivery region. The expected delivery time is always visible at checkout. If this period is exceeded we’ll get in contact with you.

During holiday seasons, when there are stock breaks or in periods with a high volume of orders, these times may vary.

You can track your order on the carrier's website or app using the tracking number sent by Lemon Jelly in the shipping notice email, or check the status of your order here. In case of any delay or problem with your delivery, please contact us via email cs@lemonjelly.com

Yes, all customs and import duties will be supported by the customers. Due to the different custom policies and import taxes, Lemon Jelly has no control over any costs which may be applied at the time of the arrival of a shipment to the country of destination, it is not possible to predict the exact value of these taxes. All customs and import duties will be suported by the customers.

If you have any questions, you should contact the local customs before making your order to obtain information about customs costs and their applicability.

You can receive your order at an address of your preference (home, workplace, home of a family member, etc), anywhere in the world. 

For orders made in Portugal Mainland, it is only possible to change the delivery address into a pick-up point.

For orders made in Portugal Islands and other countries, it is not possible to change the delivery address after the shipment of the order.

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).

Yes, you can set this information during the checkout. 

Remember that the shipping costs will depend on the country of destination and not the billing country. 

Once the order is shipped, you will receive an e-mail with a reference, so you can monitor the status of the shipment on the website of the carrier.

You can also track the status of your order in your customer area, in the section "Orders" and in the "My Order Status" page.

If the order recipient is absent, the carrier will try a new delivery on another date.

If the carrier isn't able to deliver the order on the second attempt, you can request a new delivery against payment.

For more information, please contact our customer support through the email cs@lemonjelly.com or the phone number +351 964 700 246.

Deliveries made with TNT

To ensure the delivery of your order, someone should be present at the delivery address between 9:00 and 18:00 to receive the order. 

If you have not received it within the given deadlines (working days) you should get in touch with us via email  cs@lemonjelly.com in order to arrange a new delivery at an address of your choice.

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.

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).

In the case of the customer exercising his right of free termination of the contract, proceeding with the return of the purchase, the return costs is responsibility of the customer. For more information, please contact our customer support through our email cs@lemonjelly.com

In the case of returns motivated by defects, wrong shipment of the pair, or other reasons unrelated to the customer, the return of the pair from the country fo delivey will be at the expense of the company.

Lemon Jelly has the right to refuse returns which are communicated or sent outside the deadline limit or products that are not in the same conditions in which they were sent. 

All items returned shall be submitted in the original packaging, under the same conditions in which they were sent together with a copy of the invoice. 

Requirements to be fulfilled in case of a return:

• The products may not have been washed or used. (for a product to be considered non-used, it can't present any marks of use, so it can be resold to other customers with the condition of "new");
• The products must be complete (return of the pair along with accessories, if applicable).

To make an online return of an order, you must:

• Log on;
• Go to the section "Orders";
• Select the respective order;
• Click on Return and follow the steps indicated.

You should send your order to the address below:

Design e More, SA
Rua das Casas Queimadas, nº 567
4415-439 Grijó
Portugal

Please send an email to our customer service department, via cs@lemonjelly.com, including the following information:

• The number of your order;
• The model name which you have incorrectly received or was defective (ex.: COMFY 01);
• A photograph of the item, to help us understand what could have happened.

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) after we have received your order in our warehouse. 

During specific times of the year, such as Black Friday and Sales, your refund may take longer than 10 working days.

If you return your order to our warehouse without placing a return or exchange request in your account, we'll make the refund by voucher code that you'll receive by account.

The refund or exchange of your order will not take place unless there is a return or exchange request associated with your order.
For that, you should log into your account, access the "Orders" page, select the appropriate order and, at the end of the page, click "Return/Exchange" and fill in the information.
If you hadn't registered when you placed your order, you can access the "Follow My Order" and fill in the necessary information to initiate your exchange or return request.
Once your order arrives at our warehouse, our Customer Support will contact you by email requesting you to place an exchange/return request in your account. If we don't hear back from you in two business days, we will issue a payment voucher by email.

It's possible to buy Lemon Jelly in USA through the website www.lemonjellyusa.com.

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

Shipping costs will be refunded if the shipment was made using the standard shipping method(s) available (the least expensive). If you have chosen a shipping method different from the standard method available, the shipping cost will not be refunded.

In the case of partial returns with standard shipping methods, a partial refund of the shipping costs will be applied.

Calculation formula: Difference between the Total Amount Paid for Shipping and the Applicable Shipping Value for the number of items kept by the customer.

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

For purchases made in other physical or digital sales channels other than the official Lemon Jelly online store www.lemonjelly.com , claims must be submitted to the same store.

We recommend that you present the claim to 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 apply to the acceptance of returns or claims, and these may vary for each sales channel.