FREQUENTLY ASKED QUESTIONS
General
Lemma is founded in Istanbul, Turkey. All Lemma products are unique, having been designed by Lemma design team.
You can send a message to us by using the panel which is located at the bottom of our website. Please fill in the necessary information correctly so that we can get back to you.
Order
After the checkout, you will be notified on the webpage whether your order has been placed successfully or not. You will also receive an order confirmation email right after your order is placed.
It is possible to cancel an order only if the order has not been shipped yet. In order to cancel your order, please select cancel from the orders section after signing in to your account. Inherently you have to register in order to cancel your order. If the order has already been shipped, then it cannot be cancelled.
You will receive an email from info@lemma.shop once your order is dispatched. This email will include the tracking number in order for you to trace the cargo. You will also be able to track your orders online by signing into your account if you already have one. For this purpose please click track button that is right next to your order which can be found in the orders section.
If a product is out of stock, you can subscribe to that product by filling in email when stock available section on the product page. This way, you will be notified by email once incoming stock is available for this product.
Pre-order option is available for the items that are currently out of stock. Customers have the chance to place a pre-order i.e. to reserve a product before the incoming stock is available online.
Account
To open an account, you just need to click the member button located on the top right of the webpage. You will only be requested to enter your email address and set a password.
By becoming a member you will be allowed to have %10 percent discount for your first order from lemma.shop. It is also easier and faster to make purchases this way. Members will also have the chance to view and track their order status or cancel their orders online by signing in to their accounts.
Yes, it is possible to make purchases online without becoming a member. But in that case, you will not be allowed to have the %10 percent discount for your first order.
Product Info
Exterior shells of Lemma Bags are made of %100 calf leather whereas the interior linings are usually made of %100 viscose. Please check detailed specifications section that is displayed on the product page to learn more about the distinctive features of a certain product.
The buyer will receive an outer Lemma Box. This outer box will be sealed with a sticker, which will guarantee that the buyer will be the first to open that box. The buyer will find the product inside a Lemma pouch after opening the outer box. The buyer will also find a guarantee ticket that will be valid for a period of 1 year starting from the date of the purchase.
Product Care
To keep your Lemma products in good condition for a long time, please try to avoid direct contact with certain substances and try to apply the suggested actions for cleaning and drying. Please pay utmost attention to the cleaning of nubuck and suede products. (Product Care)
While you are not wearing your bag, please keep it in the Lemma pouch and store the pouch in the outer Lemma Box. Both the pouch and the box will be provided along with the bag following the purchase of the item.
Return & Exchange
All items in original conditions with all tags attached, certificates available, may be returned or exchanged within 30 days from shipping date of your order. The returned items must be in original pouch and Lemma box provided. (Items eligible for return)
You can only return an item to Lemma if it was purchased online from lemma.shop.
You can choose one of two options to create a formal request to return a product. You can either choose to fill in the Return/Exchange form online and send it to us or you can send an email to info@lemma.shop including the image of the receipt and the reason for your request. In either way, you will be contacted within 2 working days by the Lemma team and guided through the whole process.
Please make sure all your personal information and also information about the order are accurate. Please try to state the exact reason of your claim especially for returns. If you want to exchange a product, please mention the product to be returned as well as the product that is requested in exchange. Please note that both for return and exchange, you will be asked to add the image of the receipt to the system before submitting the form. Click for Return/Exchange form.
After the product returned for exchange is received by our team, you will be contacted within 2 working days. The replacing product will be delivered to you in 3 working days from the date of this email.
The buyer is responsible for the shipping costs for the returned products. For an exchange, the buyer will have to cover two-way shipping costs.
Refund
Once your returned product is received, you will receive an email confirmation within 2 working days from Lemma team. If your return claim is legitimate then refund will be realized in the original form of the payment and will be transferred to the account that was used to pay for the product(s) within 14 days from this email confirmation.
Warranty
All Lemma products come with a year of warranty.
Products which possess manufacturing defect can be reported for warranty.
To claim a warranty, you are requested to send an email to info@lemma.shop including the copy of original receipt and a photo or a video clearly showing the damage on the product. If the product is under warranty and meets the necessary conditions, you will be contacted by Lemma team within 2 working days with further instructions. You will be requested to ship the goods to our address which will be shared with you.
You will be informed about the timeline of the repairing within 2 working days after the product is received. Please note that the estimated period for repairing varies from 30 to 45 days depending on the type of required repair.
The buyer is responsible for the inbound and outbound shipping costs that relate to repair of the products under warranty.
Yes, you may apply for repairing for a Lemma product which is outside the warranty. If you have such requests please send an email to info@lemma.shop including the following details;
- A copy or a photo of your original receipt
- A photo or video in which the damage is clearly visible.
If the damage is visible on the media, Lemma team will get back to you within 2 working days along with the details for a potential repair. These will include the details for the repairing process such as the timeline for the required repairing action for the product. All the conditions must be approved by the owner of the product in order for the repairing process to start. Following approval of the terms for repair, the owner will be requested to ship the goods to our address.
The buyer is responsible for the inbound and outbound shipping costs that relate to repair of the products.
Repairing usually takes 30-45 days. The timeline depends on the required repairing action for the product.
Payment
We accept payment via credit card and debit card. Your payments are secured with Shopier payment module. You will be redirected to Shopier site to enter your payment information before finalizing the order. Unfortunately it is not possible to pay by cash on delivery.
Domestic visitors will get to view pricing in TRY whereas the visitors that reside in another country, will only view prices denominated in USD.
Shipping
If available in stock, the products are usually dispatched within 2 working days following the placement of the order.
For domestic deliveries, it usually takes up to 1-2 working days after the products are dispatched. For deliveries to abroad, ETA varies depending on final destination. (Shipping & Delivery)
Yes, it is possible to ship the goods to an address that is not the same of the billing address. In that case, you will be required to input both shipping and billing addresses during checkout.
Yes, you will not be charged an extra cost for shipping of your orders. Shipping costs are included in the listed prices.
Unfortunately we do not cover duties & import taxes that may arise from the importing of the products into another country. Therefore the listed price does not include duties & taxes. The buyer will be responsible if such additional costs occur.
