• What are the shipping costs?
    The shipping costs depend on the destination address.
    The amount of shipping costs is automatically calculated in the shopping cart, according to the country of delivery and the intended delivery time selected (when available).
    During campaign periods, Lemon Jelly reserves the right to change the shipping, exchange, and return conditions. All costs will be presented in the respective order/return processes.
    Depending on the country of destination, namely non-EU countries, there may be additional charges for transport, delivery, customs clearance, or others, which cannot be previously calculated by Lemon Jelly due to different customs policies and import fees in each country. All customs and import duties will be supported by the customers.
  • What is the delivery time of my order?

    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.


    In Mainland Portugal, delivery times for orders delivered at home are 1-3 working days and orders delivered at a DPD parcel shop are 1 to 4 working days.


    On the Portuguese Islands (Azores and Madeira), orders delivered by CTT are delivered between 7 to 14 working days and orders delivered with DPD are delivered in 3 to 4 working days. Delivery times can go up to 6 working days for the following areas:

    • Santa Maria
    • Corvo
    • Pico
    • Săo Jorge
    • Graciosa
    • Flores
    • Porto Santo


    Delivery times for orders delivered by TNT are 5 to 6 working days.


    However, during holiday seasons, when there are stock breaks or in periods with a high volume of orders, these times may vary. The expected delivery time is always visible at checkout. If this period is exceeded we’ll get in contact with you.


    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

  • Will I have to pay customs duties and import taxes?

    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.


  • Where can I receive my order?
    You can receive your order at an address of your preference (home, workplace, home of a family member, etc).
    In Mainland Portugal, you can also chose to receive your order at a DPD pick-up point. If you choose to receive it at a locket, you have only three consecutive days to get your order. Everytime a locket is full, DPD will deliver your order at the nearest DPD pick-up point.

    Until the end of the year, in the case of a failed delivery attempt, the orders will be delivered at the nearest available parcel shop.

  • Can I change my shipping address after the dispatch of the order?

    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.

  • Can I cancel my order?
    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).

  • The shipping address may be different from the billing address?

    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. 

  • How can I track my order status?

    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.

  • I DIDN'T COLLECT MY ORDER FROM THE DPD PARCEL SHOP/LOCKER DURING THE AVAILABLE TIME, WHAT SHOULD I DO?

    For orders delivered at DPD parcel shops, you have 10 business days to collect the order. If the order isn't collected in the available time, you can request a new delivery against payment.

     

    For orders delivered at DPD lockers, you have three days to collect the order (the day when the order is deposited on the locker counts as the first day). If the order isn't collected in the available time, you can request a new delivery for free. In the case of a second failed delivery,

    you can request a new delivery against payment.


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

  • I was not at the delivery address on the delivery date, what should I do?
    Orders delivered by CTT (Azores and Madeira): A notice will be left in your mailbox so you can collect your order at a CTT office.

    Orders delivered with other carriers:

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

    In deliveries made by DPD, in the event of failed delivery attempts, if there is a nearby pickup point available, the carrier may also deliver the order from there, without prior notice.

    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 by email (cs@lemonjelly.com) or phone (+351 964 700 246).

  • My order has still not arrived. What should I do?

    Portugal Mainland - DPD
    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.
    Please, verify if you have been contacted by the carrier informing you that your order has been delivered in a pick-up point.

    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.


    Portugal Islands – CTT

    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.
    Please, verify if you have been contacted by the carrier informing you that your order has been delivered in a CTT point.

    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.

  • I need a gift receipt for my purchase. How do I do that?

    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).

  • I was gifted a pair of Lemon Jelly, but I need to exchange them. How can I do it?
    It is not possible for a person who received a Lemon Jelly pair as an offer to exchange it, since the exchange process is only available to the person who paid the order.
    If you wish to return your Lemon Jelly boots, the return will be made by payment voucher.
    If you offered a pair of Lemon Jelly and want to place the exchange or return request, log in to your account and make your request on "orders". If you aren't registered in our online store, you can make your request through the email you received confirming the shipment of your order.
  • What are the return costs?

    In the case of the customer exercising his right of free termination of the contract, proceeding with the return of the purchase, there are no return costs. So, exchanges and returns are free.


    The free return is limited to one exchange/return per order, except for reasons of defect or other reasons beyond the customer's control.


    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 of delivery is supported by the company.

    For more information, please contact our customer support through our email cs@lemonjelly.com


  • What is the deadline to make an exchange or a return at the online store?

    Exchanges or returns must be made within 60 days from the date of confirmation of dispatch.


  • What are the conditions for the exchange or return of an item?

    Lemon Jelly has the right to refuse exchanges or 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 for exchange or return 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 an exchange or 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).
  • How should I proceed to make an exchange or return?

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

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


    Orders shipped with DPD:

    After you place your exchange/return request in your client account, you should deliver your order at a DPD pick-up point using the return label. If you prefer, you can drop your order at a different point from the one you chose in your account without having to inform us. It is not possible to drop your exchange or return at a DPD locker.


    Orders delivered with CTT (Portugal Islands: Azores and Madeira):

    After you place your exchange/return request in your client account, our Customer Support will get in touch with you via email to schedule the collection of your order.


  • What should I do if I receive an article that is incorrect or defective?

    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.


  • I did not receive a DPD return label with my order. What should I do?

    If you don't receive a DPD return label with your order, this will be available in your client account once you place your return/exchange request. You can access it in the "Returns" area by clicking on the order you will return and then on the button "Return Label". If the label isn't available in your account, please get in touch with our customer support by email: cs@lemonjelly.com

  • When will I receive my exchange pair?
    The estimated period for you to receive your new pair is 10 weekdays, since the day the pair arrives at our warehouse (you can check the location of your pair through the tracking number of the label on the carrier's website).
  • When will I get a refund?

    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.


  • Are there special return conditions for product packs?
    All products that are returned must be in the original packaging and must be returned together with all the accessories and any bundled promotion items provided together with the products. These accessories and bundled promotion items are only provided under the condition that you keep the products. To receive your full refund, we recommend you return the accessories and bundled promotion items in their entirety.
Loading

Just added...

{{lastProduct.title}}

Subtotal:

{{total_price.value}}{{item_count}} Article(s)

Checkout

We recommend for you

Please select a size
Please select a color
Monday - Thursday
08:00 - 17:00
Product (s) added to basket
{{product.featured_image.alt}}

{{product.title}}

{{tag.title}}
{{product.price_discount}}

{{product.list_title}}

since:

{{product.previous_price.value}}

{{product.price_min.value}}{{product.price.value}}