Refund policy

We have a 30-day return policy. You have 30 days after receiving your item to request a return.

We do not charge a restocking fee on any return.

To be eligible for a return, your item must be in good condition. Normal use does not disqualify a return — you are welcome to use the product before deciding. You'll also need your order number or proof of purchase.

How to start a return

There are two ways to start a return:

Email support@lenostra.store
Use the form on our Contact page

Include your order number, the item you are returning and the reason, plus a photo if it arrived damaged or wrong. We reply within 24 hours on a business day.

Once your return is accepted, we'll send you instructions on how and where to send your package. Return postage is the customer's responsibility, except in the cases below where we cover it. Items sent back to us without first requesting a return will not be accepted.

Please do not send a return to any address you find for us elsewhere — including one a carrier or a search result suggests. Every return has to be arranged with us first so we can give you the right destination for that item.

The window, and when it starts

The 30 days run from the day the item is delivered to you, as shown by the carrier's tracking — not from the day you ordered. You need to tell us within those 30 days; the parcel itself can be posted back after that.

If your order never arrives

If your parcel is marked delivered but has not reached you, or it has passed its expected delivery window, email us with your order number. We will investigate it with the carrier, and if the parcel cannot be located we will replace it or refund it in full — you do not need to return anything, and you are not out of pocket. This applies whatever our general returns terms say.

If your order arrives damaged

Please inspect your order on arrival and contact us within seven days if the item is defective or damaged, with a photograph if you can. We will replace it or refund it, and we cover return shipping in that case.

If you receive the wrong item

If you received a product you did not order, contact us and we will send the correct item and cover the return postage on the wrong one. You do not pay twice for our mistake.

Exceptions / non-returnable items

Certain types of items cannot be returned: perishable goods (such as food, flowers, or plants) and custom products (such as special orders or personalized items). We also cannot accept returns of hazardous materials, flammable liquids, or gases. Gift cards are non-returnable.

For hygiene reasons we do not resell returned personal care products. Where a product page offers a satisfaction guarantee, that guarantee applies in full and no return is required — contact us and we will refund you without asking for the item back, to your original payment method within 10 business days. This includes NOSTRA Protein Coffee: although food is otherwise non-returnable, its 30-day guarantee applies — email us within 30 days of delivery and we refund it without asking for the bag back.

Our NOSTRA graphic tees are printed to order but are not personalised, so they are covered by the 30-day return policy like any other product.

Discounted and promotional items are returnable on the same terms as any other order.

Exchanges

If you would prefer a different size rather than a refund, contact us and we will arrange an exchange instead.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be in the same condition that you received it, with tags and in its original packaging. You'll also need the receipt or proof of purchase. This right is in addition to, and does not replace, the 30-day return window above.

Refunds — how and how long

We will notify you once we've received and inspected your return, and let you know whether the refund was approved. If approved, you'll be refunded to your original payment method — the card or account you paid with, never store credit unless you ask for it — within 10 business days of approval. It can take additional time for your bank or credit card company to process and post the refund.

If the item arrived damaged, defective or wrong, or never arrived, we refund everything you paid for it, including any shipping charge. For any other return we refund the product price; a shipping charge paid on the original order is not refunded.

If more than 15 business days have passed since we approved your return, please contact us.