Shipping and Return Policy
Overview
We offer free shipping for all orders above €200 TTC.
After your item has been sent and is marked as completed on your account, you will have 14 days from reception of your item to return it.
On-site Pick-Ups
If you are in Luxembourg, we offer the option to pick up your orders in our stores.
If you have selected the on site pick up option, you may collect your order in your selected store, at the earliest 2 working days after your order has been processed. Pick up can be done during the store’s opening hours.
Monday – Saturday: 10:00 – 18:00
Return an item
To complete your return, please go online to your account, my orders, select the order you want to return and process your return. You may indicate the reason for your return.
If 14 days have passed since your purchase, we will not be able to offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. The label must not have been removed.
Goods exempt from being returned
- Perishable goods such as food, drinks, or cosmetics cannot be returned.
- We also do not accept products that are intimate or sanitary goods.
Please note that all refund requests must be submitted online. No return procedure will be accepted in stores!
Refunds
Once your return is received and verified, we will email you to notify you of the approval or rejection of your refund. If your refund is approved, your refund will be processed immediately, and a credit will be applied to your credit card or original method of payment, minus the delivery fees.
Late or missing refunds
If you haven’t received your refund a few days after receiving your email confirmation, please check with your credit card company, it may take some time before your refund is officially posted. If you’ve done this, and you still have not received your refund, please contact us at info@manalena.lu.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We do not do standard exchanges for online orders. For another size of the same model, simply reorder on the shop! The delivery costs for this second purchase can be refunded on request by sending an email to info@manalena.lu mentioning the two order references concerned.
Shipping your returns
To return your product, please mail your product to:
Manalena Concept Store
42, avenue de la Liberté
1930 Luxembourg
For now, we are only able to offer free returns to customers located in Luxembourg, France, Belgium and Germany. If you are located in one of these countries, your shipping label will be emailed to you when your return request has been approved.
If you are in another European country, you will need to pay the shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Please use a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. You will be responsible for your returned item.
Need help?
Contact us at info@manalena.lu or by phone +352 26190004 during opening hours. Please mention your references of purchase and exchange if applicable.