FREQUENTLY ASKED QUESTIONS

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1. WHAT PAYMENT METHODS DO YOU ACCEPT?
WE ACCEPT VARIOUS PAYMENT METHODS, INCLUDING:

• CREDIT AND DEBIT CARDS (VISA, MASTERCARD, AMERICAN EXPRESS, JCB, DINERS CLUB, DISCOVER, ELECTRON, MAESTRO)

• PAYPAL

• APPLE PAY

• GOOGLE PAY

• BANK TRANSFERS

• KLARNA

• CHINA UNIONPAY

• OTHER PAYMENT OPTIONS (LIST ANY SPECIFIC LOCAL OR ALTERNATIVE PAYMENT METHODS RELEVANT TO YOUR BUSINESS)

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2. IS MY PAYMENT INFORMATION SECURE?
YES, WE TAKE YOUR SECURITY SERIOUSLY. WE USE INDUSTRY-STANDARD ENCRYPTION AND SECURITY MEASURES TO PROTECT YOUR PAYMENT INFORMATION. ALL PAYMENTS ARE PROCESSED THROUGH STRIPE, WHICH IS PCI DSS LEVEL 1 CERTIFIED. STRIPE UTILIZES TOKENIZATION TO ENSURE THAT YOUR SENSITIVE CARD INFORMATION IS NOT STORED ON OUR SERVERS. ADDITIONALLY, STRIPE EMPLOYS SSL ENCRYPTION AND ADVANCED FRAUD PREVENTION MEASURES TO FURTHER SECURE YOUR TRANSACTIONS. YOUR PAYMENT DETAILS ARE PROCESSED THROUGH SECURE SERVERS, AND WE DO NOT STORE YOUR CREDIT CARD INFORMATION.

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3. CAN I PAY IN INSTALLMENTS?
YES, INSTALLMENT PAYMENT OPTIONS ARE AVAILABLE THROUGH PAYPAL AND KLARNA, DEPENDING ON WHICH REGION YOUR PAYPAL ACCOUNT IS REGISTERED. PLEASE CHECK OUR PAYMENT PAGE FOR MORE DETAILS.

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4. DO YOU CHARGE ANY ADDITIONAL FEES FOR USING CERTAIN PAYMENT METHODS?
THERE MAY BE A SMALL PROCESSING FEE FOR CERTAIN PAYMENT METHODS, SUCH AS INTERNATIONAL CREDIT CARDS OR BANK TRANSFERS. WE RECOMMEND CHECKING THE PAYMENT DETAILS DURING CHECKOUT FOR ANY APPLICABLE FEES.

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5. WHAT SHOULD I DO IF MY PAYMENT IS DECLINED?
IF YOUR PAYMENT IS DECLINED, PLEASE CHECK YOUR CARD DETAILS AND ENSURE THERE ARE SUFFICIENT FUNDS. IF THE ISSUE PERSISTS, CONSIDER CONTACTING YOUR BANK OR PAYMENT PROVIDER FOR ASSISTANCE.

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6. CAN I CHANGE MY PAYMENT METHOD AFTER PLACING AN ORDER?
UNFORTUNATELY, ONCE AN ORDER IS PLACED, WE CANNOT CHANGE THE PAYMENT METHOD. IF YOU NEED TO UPDATE YOUR PAYMENT INFORMATION, PLEASE CONTACT OUR CUSTOMER SUPPORT TEAM.

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7. HOW CAN I OBTAIN A RECEIPT FOR MY PURCHASE?
A RECEIPT WILL BE SENT TO YOUR EMAIL ADDRESS AFTER YOUR PAYMENT IS PROCESSED. YOU CAN ALSO LOG INTO YOUR ACCOUNT ON OUR WEBSITE TO VIEW AND DOWNLOAD YOUR PURCHASE HISTORY. ADDITIONALLY, THERE WILL BE AN INVOICE INCLUDED WITHIN THE PARCEL FOR YOUR RECORDS.

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8. DO YOU OFFER REFUNDS FOR PAYMENTS?
YES, WE HAVE A REFUND POLICY IN PLACE. IF YOU ARE ELIGIBLE FOR A REFUND, PLEASE REFER TO OUR RETURN POLICY FOR INSTRUCTIONS ON HOW TO INITIATE THE PROCESS.

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COMPLETING AN ORDER

PLEASE VERIFY THAT YOU HAVE CORRECTLY ENTERED YOUR PAYMENT INFORMATION. IF YOU ARE PAYING WITH A CREDIT CARD AND THE ISSUE PERSISTS, WE SUGGEST CONTACTING YOUR CREDIT CARD ISSUER. IF YOUR FINANCIAL INSTITUTION CANNOT RESOLVE THE ISSUE, YOU MAY CONTACT OUR CLIENT SERVICES FOR FURTHER ASSISTANCE HERE.​

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CANCELLING AN ORDER

​ONCE AN ORDER HAS BEEN CONFIRMED, IT IS PROCESSED AUTOMATICALLY AND CANNOT BE CANCELLED. HOWEVER, IF YOU ARE A REGISTERED CUSTOMER, YOU CAN CANCEL YOUR ORDER WITHIN 30 MINUTES OF PLACING IT BY GOING TO THE "MY ORDERS" SECTION OF YOUR ACCOUNT. AFTER THESE 30 MINUTES, OR IF YOU CHECKED OUT AS A GUEST, CANCELLATION WILL NO LONGER BE POSSIBLE. PLEASE REFER TO OUR RETURN AND EXCHANGE POLICY FOR FURTHER OPTIONS, AS MADE-TO-ORDER ITEMS CANNOT BE RETURNED, BUT MAY BE ALTERED DEPENDING ON THE ISSUE.

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VAT AND BILLING

• SALES TAX WILL BE CALCULATED AND APPLIED TO YOUR ORDER BASED ON THE SPECIFIC STATE AND LOCAL LAWS APPLICABLE TO THE SHIPPING ADDRESS, AS WELL AS ANY COMPANY PRESENCE OR PARTNERSHIPS IN THAT REGION. AN ESTIMATED SALES TAX WILL  BE SHOWN DURING CHECKOUT, AND THE EXACT TAX AMOUNT WILL BE FINALIZED ONCE YOUR ORDER IS SHIPPED, BASED ON THE ZIP CODE OF THE SHIPPING LOCATION. THE FINAL TAX AMOUNT WILL NOT EXCEED THE ESTIMATED FIGURE DISPLAYED AT CHECKOUT AND WILL BE REFLECTED IN YOUR FINAL INVOICE.

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ITEMS IN PRE-ORDER

• PRE-ORDER ITEMS ARE PRODUCTS FROM THE LATEST COLLECTION THAT CAN BE RESERVED IN ADVANCE FOR A LIMITED TIME. BY PURCHASING A PRE-ORDER ITEM, YOU ENSURE YOU WILL BE FIRST TO SECURE THE PRODUCT IN YOUR PREFERRED STYLE AND SIZE. THE EXPECTED SHIPPING DATE FOR PRE-ORDER ITEMS WILL BE DISPLAYED ON THE PRODUCT PAGE, BUT THIS IS ONLY AN ESTIMATE AND MAY CHANGE. PLEASE NOTE, THAT PRE-ORDERS ARE NOT GUARANTEED. IF WE ARE UNABLE TO FULFILL YOUR ORDER, YOU WILL RECEIVE A FULL REFUND. 

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GIFT OPTION

ALL OUR ORDERS ARE DELIVERED IN A BRANDED BOX OR ENVELOPE. IF YOU SELECT THE GIFT OPTION, YOU CAN INCLUDE A PERSONALISED MESSAGE. PLEASE NOTE, THAT ONCE YOUR ORDER IS PLACED, THE GIFT MESSAGE CANNOT BE MODIFIED, PLEASE CONTACT: CONTACT@LEOPROTHMANN.COM FOR ANY BESPOKE GIFTING INQUIRIES. 

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RETURN POLICY

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1. RETURN / EXCHANGE CONDITIONS
LEO PROTHMANN ("WE", "US", "OUR") IS A MADE-TO-ORDER BUSINESS. AS SUCH, ITEMS CUSTOM-MADE TO CLIENTS' SPECIFIC MEASUREMENTS CANNOT BE RETURNED BUT MAY BE ALTERED IF THERE IS AN ISSUE WITH THE FIT. WE WILL WORK WITH YOU TO MAKE NECESSARY ALTERATIONS, DEPENDING ON THE NATURE OF THE ISSUE.

FOR PRE-ORDER ITEMS PURCHASED IN STANDARD SIZES, THERE MAY BE AN OPTION FOR EXCHANGE. HOWEVER, THIS DEPENDS ON WHETHER THE ITEM IS IN STOCK, AS WE DO NOT USUALLY MAINTAIN A LARGE INVENTORY. IN THE EVENT THAT AN EXCHANGE CANNOT BE MADE, WE WILL DISCUSS AVAILABLE SOLUTIONS WITH YOU.

PRODUCTS MUST BE RETURNED IN THEIR ORIGINAL CONDITION: UNALTERED, UNUSED, UNDAMAGED, IN THEIR ORIGINAL PACKAGING (IF APPLICABLE), WITH ALL ORIGINAL TAGS, LABELS, AND RELATED ACCESSORIES, DOCUMENTS (E.G. INSTRUCTION BOOKLETS, PRODUCT CERTIFICATES), AND PROTECTIVE COVERS INCLUDED.

RETURNS OR EXCHANGES OF INCOMPLETE, ALTERED, WORN, DAMAGED, OR SOILED PRODUCTS WILL NOT BE ACCEPTED AND WILL BE RETURNED TO YOU.

THE ABOVE DOES NOT AFFECT YOUR LEGAL RIGHTS REGARDING PRODUCTS THAT HAVE MANUFACTURING DEFECTS OR ARE NOT AS DESCRIBED.

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2. RETURN / EXCHANGE PROCESS
TO DISCUSS AN ALTERATION OR EXCHANGE REQUEST, YOU MUST INFORM US OF YOUR INTENTION. YOU CAN:

• CONTACT OUR CLIENT SERVICE TEAM FOR ASSISTANCE AT CONTACTE@LEOPROTHMANN.COM.

ONCE WE CONFIRM YOUR REQUEST, WE WILL PROVIDE INSTRUCTIONS ON HOW TO RETURN THE PRODUCT(S) FOR ALTERATION OR EXCHANGE.

PLEASE NOTE THAT PRODUCTS MUST BE RETURNED WITHIN 14 CALENDAR DAYS FROM YOUR REQUEST FOR ALTERATION OR EXCHANGE.

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3. REFUNDS - EXCHANGES
FOR MADE-TO-ORDER ITEMS, WE WILL WORK TO ALTER THE ITEM TO RESOLVE ANY FIT ISSUES. REFUNDS WILL NOT BE ISSUED FOR CUSTOM-MADE PIECES.

FOR STANDARD-SIZE PRE-ORDER ITEMS, IF ELIGIBLE FOR EXCHANGE, WE WILL PROCESS THE EXCHANGE DEPENDING ON STOCK AVAILABILITY. IF THE REQUESTED SIZE IS NOT AVAILABLE, WE WILL WORK WITH YOU TO FIND A SUITABLE SOLUTION.

REFUNDS WILL BE ISSUED ONLY FOR PRE-ORDER ITEMS THAT CANNOT BE FULFILLED AND WILL BE PROCESSED USING THE ORIGINAL METHOD OF PAYMENT.

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