Store Policy

ORDERS PROCESSING

Section „In stock“

• Placed orders will be shipped in 24 hours since receiving of the payment
• Each order is subject to product availability. Customer Service will reach out via email in the event that any item(s) are unavailable. Once the package has shipped, you will receive an automated email containing tracking information.
• Please note that we do not process or ship orders on weekends or holidays, only if this is manager by Lemonky team after agreement via email

Section „Collections“

• Products in section „Collections“ we do not have on the stock, but we are producing them by pre-order request. After you confirm your order, you will receive automatied email with your order number
• After payment receiving we start with producing, which takes 7-14 days depending on range of the production. If production takes longer than 14 days, we will inform you about that by email. As soon as your order is ready for shipping, you will receive automated email with tracking number

Section „Custom made“

• After receiving of your request for custom made product, we will send you in 24 hours sketch of the art work made by our creative team, together with price calculation. This will be sent for your confirmation
• According to personal communication will be provided all details regarding time production, price, payment and shipping method

SHIPPING METHODS

• DHL Express: delivers 1-3 days all over the world (for remote areas can be maximum 5 days)
• We are offereing free shipping to all destinations

INTERNATIONAL TAX AND DUTY

Lemons Group is not responsible for any customs fees or duties incurred on international shipments as these are the responsibility of the purchaser. Please check with your local customs office about rules and regulations that may apply to you. A helpful link to calculate how much you will be charged for customs depending on your country is dutycalculator.com. Please note, however, even with these shipping methods, transit times may vary due to customs delays. If you’re having trouble with your order, first please check the tracking information that is emailed to you and see if your package is still in transit. Contact the local DHL office for any questions related to delays and customs fees.

PACKAGE REFUSAL AT THE CUSTOMS

If the shipment is refused, the package is undeliverable, or the Import Fees are not paid, you will be responsible for the original shipping charges as well as the cost of returning the package to Lemons Group. These cost may include the return fee and customs processing fee imposed by your local government. Upon receipt of the package, we will issue a store credit for the amount of the merchandise minus the shipping charges.

MODIFICATIONS/CANCELLATIONS

Orders cannot be modified after they have been submitted.

DELAYS / LOST / STOLEN PACKAGES

If your item has not been delivered at the promised time, here are the steps to be followed before contacting customer service.
1- If the item is still in transit, check to see if you are aware of the actual transit time that is needed for selected shipping method.. Weekends don’t count
2- If you are tracking the package and see that the item has not moved for several days, please contact the Customer Service at info@lemonky.com or contact directly DHL Express services with your tracking number
3- If you received a notice saying the item was delivered and the tracking shows that it was successfully delivered please check with the other people in your household, neighbor, doorman that may have picked up the package for you. You may also contact the courier service referencing your tracking number.   We do not take responsibility for lost/missing packages that show successful delivery to the order address.

RETURN AND EXCHANGE POLICY

1. Section „In stock“ and „Collections“
Lemons Group gladly accepts returns for all full priced items within 15 days of the purchase for store credit only. Please note that all products can be tailored to your needs. If something does not fit perfectly, we can change any details. All corrections are paid for fees according to range of the work and will be comunicated inidvidually with customer. Shipping is covered by buyer.
Lemons Group has full discretion in determining if items are in original condition when returned; products washed or worn will not be accepted.
2. Section „Custom made“
Custom made product are not possible to return, but can be tailored and changed any details according to customer’s need. All changes are possible on individual agreement for relevant fee. Shipping costs are covered by buyer
-If you wish to make a return or make some corrections on your Lemonky, please e-mail info@lemonky.com with your order number in the subject line. We will send you the return instructions.
– all items on final sale – not possible returns or exchanges.

DAMAGED PRODUCTS & SHIPPING ERRORS

All items are inspected during manufacturing and before it is shipped to the customer.
In the event that we processed your order incorrectly, or you received a damaged or defective item, we will gladly replace the item.
Note that we do not take responsibility for damaged items purchased through third party retailers or merchandise that are already worn.
For any questions regarding your order, please contact Customer Service via email at info@lemonky.com referencing your order number