Questions and answers

If your shipping address has changed, simply note this in the order comments.

And if your plans have changed after you’ve placed your order, please let us know your new delivery address using any convenient method.

Contact us here:

Telegram: @lessence_admin

Instagram Direct: @lessence_studio

Email: info@lessencestudio.com

Phone: 063-766-44-76

Just let us know in any way that’s convenient for you—and we’ll take care of everything! Here’s where you can reach us:

Telegram: @lessence_admin

Instagram Direct: @lessence_studio

Email: info@lessencestudio.com

Phone: 063-766-44-76

Of course, but please let us know in advance so we can prepare the item as quickly as possible! Please send your order number and specify what you’d like to exchange here:

Telegram: @lessence_admin

Instagram Direct: @lessence_studio

Email: info@lessencestudio.com

Phone: 063-766-44-76

One order—one promo code. These are the terms for using it.

Promo codes cannot be combined with each other or with other promotions or special offers. They also do not apply to gift certificates.

If you have multiple promo codes, we recommend using them for different orders.

Yes! We ship orders worldwide, with the exception of Russia and Belarus.

We ship via Nova Poshta. The usual delivery time is 14–21 days; however, due to the state of war in Ukraine, delivery times may vary.

Important points regarding international shipping:

⦁ We operate officially and ship orders with waybills and receipts. As a result, customs duties may apply in the destination country; therefore, we recommend checking local regulations.

⦁ Exchanges and returns are accepted within 14 days of receipt. All shipping and customs fees are covered by the customer. We process refunds within 3–5 business days after receiving the returned item.

⦁ If the exchange/return conditions are violated, we reserve the right not to refund the cost and to return the item at the buyer’s expense.

⦁ In rare cases, the postal service may lose or damage a package. In such cases, we will file a claim to have your package located or to receive partial compensation. When placing an order, we recommend that you carefully check the details and address: make sure they are listed in the correct order and without errors, as well as the postal system of the country where you are located

Returns and exchanges must be made within 14 calendar days from the date of purchase or receipt of the item, in accordance with Ukrainian law. Lingerie and swimwear, as well as items from the Archive Sale section and gift certificates, are not eligible for return.

Exchanges and returns of clothing in good condition are possible only if the following conditions are met:

• The original sales receipt must be provided.
• All tags, labels, and seals must remain attached to the items (not torn off or cut off).
• The item must not have been used (including for photo or video shoots) and must retain its original appearance.
• The clothing must not have been washed.
• The item must be free of any stains, foundation, pet hair, perfume scent, or other marks.
• A completed return form with bank details must be provided.

Whether purchased in-store or ordered online, each item has a protective seal. If the seal is damaged or broken, exchanges and returns are not possible.

If these conditions are not met, the items are not eligible for return or exchange and will be shipped back at the Buyer’s expense.

(According to Resolution No. 172 of the Cabinet of Ministers of Ukraine dated March 19, 1994, “List of Goods of Acceptable Quality That Are NOT Subject to Exchange (Return),” intimate apparel (underwear—including briefs, bras, swimsuits, pajamas, nightgowns and nightshirts, dressing gowns, long johns, peignoirs, slips, etc.) are not eligible for return or exchange. Please keep this in mind when placing your order).

PRODUCT RETURN INSTRUCTIONS

• Make sure the product is eligible for return in accordance with the terms described.
• Place the completed exchange and return form in the original packaging.
• Send the package to the address provided in the letter.
• Include the sales receipt.
• Email us at sales@lessencestudio.com for further instructions.

REFUNDS

• Once we have received the merchandise and confirmed that the return requirements have been met, we will process the refund.
• Refunds are issued via bank transfer to the account specified in the return request.
• When refunding to a bank card, the time it takes for the funds to appear in the buyer’s account may depend on the policy of the bank that issued the card. The estimated refund time is 3–5 business days.
• Please note that shipping costs are non-refundable. We also note that if you paid customs duties or taxes upon receipt of the item, the amount of these payments—i.e., customs duties and taxes—is non-refundable.

When a refund is issued to a bank card, the time it takes for the funds to appear in the buyer’s account may depend on the policy of the bank that issued the card. The estimated time for the refund to be processed is 3–5 banking days.

We have physical certificates in denominations of 2,000, 3,000, and 5,000 UAH.

• If the receipt amount exceeds the certificate’s face value, you must pay the difference, but if the receipt total is less than the certificate’s face value, the difference is not refunded and cannot be carried over to future purchases.
• A certificate can be used for a single purchase: it cannot be split across multiple payments.
• There is no limit to the number of certificates you can use to pay for a purchase. And yes, you can combine them!
• The certificate cannot be returned, exchanged for cash, or replaced if lost.
• The certificate is valid for 6 months from the date of purchase.

• The customer is responsible for return shipping costs.
• If a manufacturing defect or other error on our part is discovered (such as a discrepancy in the quality or appearance of the product), we will cover the shipping costs.