FAQ
WHERE IS MY ORDER?
Products labeled as “In Stock” ship 2-5 business days after your is processed.
Products labeled as ‘Made to Order” ship within 2-4 weeks after your order is processed. Our time frame varies on each piece. If you would like a more detailed timeframe please contact customercare@leletny.com
Orders are processed Monday through Friday. Orders placed after 1pm EST will be processed the following business day. Orders placed during the weekend will begin processing the following business day (Monday).
WHY DOES MY ORDER TAKE SO LONG TO SHIP?
All of our pieces are hand made in small batches in New York City to ensure that our pieces are ethically and sustainably made.
Our production process has three steps: design, development and plating, all done in different production facilities.
CAN I REQUEST TO HAVE MY MADE TO ORDER ITEM RUSHED?
If you need your order rushed, please contact us at customercare@leletny.com and we will do all we can to get your order to you as quickly as possible.
CAN I RETURN MY ORDER?
We want you to love your purchase, if you're not happy with your order, we accept returns up to 14 days after your order's arrival.
We are not responsible for any return packages not received. Any return request after 14 days of the order being delivered only qualifies for store credit. Return request made 30 days after your order was delivered, will result in final sale.
Please note that for orders containing 3 or more pieces, only 2 pieces will qualify for a refund. The same method will apply if you place separate orders on the same day. To avoid ordering pieces that you're not sure of, we suggest submitting a styling request form.
CAN I SHIP MY ORDER TO A HOTEL?
Please note that if you purchase with us and choose to have your order shipped to a hotel, LELET NY is not responsible for any parcels that cannot be located after delivery has been confirmed. It is the responsibility of the customer to keep track of their parcel using the tracking provided to them, and be available at the time of delivery to receive your package.
MY PACKAGE IS LOST/HAS BEEN STOLEN:
We know how disappointing it can be when a package goes missing, and we truly wish we could help in every situation! However, once a package is marked as delivered by the carrier, we are no longer responsible for any lost or stolen items. Please email Customercare@leletny.com to assist further if needed.
MY TRACKING SHOWS FAILED DELIVERY:
Once your order leaves our studio, it’s in the care of the shipping carrier, and we are unfortunately unable to take responsibility for any failed delivery attempts. This may include issues such as incomplete addresses, unclaimed packages, or other carrier-related circumstances beyond our control.
If your order is returned to us, we’ll be in touch to coordinate a re-shipment. Please note that additional shipping fees will apply for this service.
To help ensure a smooth delivery, we recommend carefully reviewing your shipping details at checkout and keeping an eye on your tracking updates once your order is on its way
HOW CAN I CONTACT CUSTOMER SERVICE?
Our business hours are Monday through Friday from 10am - 5pm. To reach customer service please call 646-998-5505 or email customercare@leletny.com. If contacted via email please allow 24 hours to receive a response.
I RECEIVED MY ORDER, BUT SOMETHING IS WRONG:
If you receive your order and a piece is missing or a piece arrived damaged please email customercare@leletny.com so that we can resolve the issue for you.
DO YOU HAVE A STORE?
We have a showroom in NYC. Visits are held by appointment only during business hours Monday through Friday. Please click here to make a showroom appointment. If you are unable to visit our showroom please click here for a list of our stockists.
WHAT IS ANTIQUE GOLD & OXIDIZED SILVER?
Some of our products are offered in Antique 14k Gold & Oxidized Silver which is a plating process that has a vintage and aged finish to the finalized product.
DO YOU OFFER REPAIRS?
Yes! To get more information on our repair policy please click here
DO YOU PARTIALLY SHIP ORDERS?
We do not provide partial shipments unless requested by the customer. Please note partial shipments are an additional fee for both domestic and international. If you wish to request a partial shipment please contact customercare@leletny.com
DO YOU OFFER ENGRAVING?
Yes! We have partnered with Priscilla, a skilled local artisan who comes to our NYC studio and hand engraves some of our favorite basics for a more personalized touch. Please note all engraving items are considered final sale.