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Frequently Asked Questions

  
When will my order be despatched?
Lente Designs make every attempt to despatch each & every order, with cleared funds, on the same day up to 3pm. Orders received during the weekend or on a bank holiday will be processed the following business day.
All our orders are posted First Class Royal Mail & should reach you within 3 days, unless you choose and pay for an alternative method.
Please do contact us if your goods have not arrived within 4 days.

I am an international customer, how will my order be shipped?
All our covers are shipped using Royal Mail & at the time of paying you can choose the option of whether to have a signed or non-signed service to guarantee or expedite your shipment.

My Item is Out Of Stock?
We aspire to 100% in-stock availability. However, if we are out-of-stock of a particular item we will advise you via email if you have already placed the order or you can contact sales@lentedesigns.com or call 01296 707101 for accurate up to date information before you place an order.

What cases are suitable for the iPad 1?
Please note that due to the depth of the iPad1 and the curved back the only products that we approve for use with an iPad 1 are the Natural Elements range.  No other Lente Design cases are suitable. 

I made a mistake on my order, how can I change it?
If you notice a mistake on your order, please contact sales@lentedesigns.com or call 01296 707101 & let us know as soon as you can.  Please help us by including your unique order reference number, name & preferred contact method.  If the order has not shipped yet, most errors can be corrected quickly & promptly & without fuss J .

How can I cancel my order?
If you need to cancel your order contact us immediately either by email sales@lentedesigns.com or call 01296 631090.  Please help us by including your unique order reference number, name & preferred contact method.
If the item has already been shipped before you are able to contact us our normal returns arrangements apply.  See how do I return an item?

When will my credit/debit card be charged?
At the time your order is placed the full amount of the order will be charged to you credit / debit card.

How do I return an item?
We are happy to process returns and exchanges for items shipped directly by Lente Designs. We do sell many of our products through other on-line shops including but not limited to Amazon.com, ebay & Play.com. If you purchased your Lente Designs product from another retailer (store or on-line), you will need to return your item to them in accordance with their policies.

You have up to 30 (thirty) days from the purchase date to return an item for either an exchange or full credit. Returns must be received and processed within 30 (thirty) days from the purchase date for a full refund. The purchase price will be refunded back to you using the original method of payment.
We do not cover the cost of any returns to us, but providing the item is undamaged and fit for resale we will refund the entire amount associated with your purchase. 
To return an item for a refund or exchange, please email customerservice@lentedesigns.com quoting your unique order reference number & preferred method of contact.

I have received a Lente Designs case as a gift, how do I return it?
Items received as a gift can be returned and exchanged for an item of the same value providing the item is undamaged and fit for resale.  This does not apply to any packaging.
To return a gift item, please email helen@lentedesigns.com with details of your existing product & the alternative required.

The price of the item I recently purchased has just been reduced. Will Lente Designs honour the lower price?
If an item is marked down within seven (7) days from the date of your purchase we will happily refund the difference via your original method of payment. To obtain a partial refund the item must have been purchased directly via our website & not already subject to any promotional discount.
Lente Designs cannot honour refunds for orders placed through other websites or via any retailers.
 
Can I get a discount for a bulk order (10 or more cases)?
If you (or your company / school / Establishment of Further Education) are interested in placing a bulk order for our products, please contact us directly with your requirements and we will do our best to assist you both in terms of price & delivery.  Please email helen@lentedesigns.com

I have had my case for a few months now and it’s starting to look dirty, what should I do?
The polyurethane cases are very easy wipe down and you can use plain soft cloth with water or even baby wipes or hand wipes are fine.
If you are trying to clean off a mark on the fabric cases please use care & a delicate hand.  Ideally just use a damp cloth but it’s feasible to clean off a more obvious mark using a very small, very diluted amount of fairy liquid and water.  In the majority of cases the fabric is hand printed so please bear this in mind as hard scrubbing could damage the print. 

How do I find out about new designs?
Keep an eye on our Facebook page as we update this regularly with our latest colour designs & ideas and if you can always email us if you feel inspired.
 
If you do like our products, come and be friends on Facebook; that’s where we post information about new products and ask people for product ideas. Customer satisfaction is immensely important to us. If you are not happy in any way, have any design ideas, or just want to get in touch, please contact us at enquiries@lentedesigns.com.