Frequently asked questions
How can I contact support if I need help?
You can contact us by email at support@lelioclub.com or submit a request through our contact form. We aim to respond to all inquiries as quickly as possible.
To help us assist you faster, please include your order number and a brief description of your request in your message.
How long does the shipping take?
Shipping times vary depending on the destination country and are calculated during checkout.
Your order is usually ready for shipment within 2 business days. Delivery times then depend on the destination region and typically take around 10–15 business days.
If your order has not arrived within the expected timeframe, please contact us at support@lelioclub.com or submit an inquiry through our contact form.
Returns & Exchanges
How do I return an item?
Doesn't your item fit, or is it not quite what you expected? No problem – returning an item is quick and easy.
You can return your items within 14 days of receiving your order. Our returns portal will guide you through the entire process step by step – fast, digital, and hassle-free.
How it works:
- Visit our returns portal
- Enter your order number (including the # symbol) and the email address or postal code used for the order.
- Follow the instructions in the portal and choose either a return or an exchange.
- Send the item back to the provided return address. Return shipping costs are the responsibility of the customer.
- Once we have received and inspected your return, you will receive a confirmation email.
Important Notice
The item must be in the same unworn condition in which you received it: unworn, unused, with tags attached, and in its original packaging.
Exchanges are only available for orders shipped within Germany and the European Union (EU).
When will I receive my refund?
Refunds
Once your return has arrived at our warehouse and has been inspected, your refund will be processed automatically. Depending on your payment method, it may take up to 12 business days for the refunded amount to appear in your account.
You will receive a confirmation email as soon as the refund has been issued.
Important Information
If you used a voucher or gift card for your purchase, please note that our system will automatically prioritize refunding the amount back to the voucher or gift card and reload the corresponding balance.
If you select Store Credit as your preferred refund method in the return portal, this choice cannot be changed later. Once your returned item has been inspected internally and the return has been approved, it will no longer be possible to request a refund to the original payment method. The refund will be issued exclusively as store credit.