Frequently Asked Questions

Contact & Support

How can I contact Leila Mode?

If you have any questions about your order, shipping, returns or our products, our customer support team is happy to help.

You can contact us via our contact form or directly using the details below:

Email: support@leilamode.com
Phone: +44 7366 526068
Customer service hours:
Monday – Friday: 09:00 – 18:00
Saturday: 09:00 – 12:00
Sunday: Closed

We aim to respond to all enquiries within 24 hours on business days.

Shipping & Delivery

Which countries do you ship to?

Leila Mode currently ships exclusively within the United Kingdom.

How much does shipping cost?

We offer free standard shipping on all orders within the UK.
There is no minimum order value and no hidden fees.

Which shipping carriers do you use?

Orders are shipped using reliable international carriers such as DHL and Royal Mail depending on the destination and logistics availability.

How long does delivery take?

Order processing: 1–2 business days (Monday–Friday)
Shipping time after dispatch: 1–8 business days
Total delivery time: approximately 2–10 business days

Delivery times may vary slightly during peak periods or public holidays.

How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email containing a tracking number.

To track your order:

Open the shipping confirmation email
Click the tracking link or copy the tracking number
Follow your shipment on our tracking page.

Tracking information may take up to 24 hours to become active after dispatch.

Orders, Changes & Cancellations

Can I cancel my order?

Yes, you may cancel your order within 24 hour after placing it, provided it has not yet been processed.

Please email us as soon as possible with the subject line:
“Cancellation + Order Number”

Can I change my order (for example, the size)?

Yes, if you ordered the wrong size or need a small change, contact us as soon as possible.

Email us with the subject line:
“Order Change + Order Number”

If the order has already been processed, changes may no longer be possible.

Returns & Exchanges

What is your return policy?

You may return your order within 30 days of receiving it.

Return shipping costs are the responsibility of the customer
The item must be unused, in original condition and with tags attached
All returns must include a track & trace number

How does the return process work?

Email us with the subject: “Return + Order Number”
Wait for return instructions from our support team
Carefully pack the item in its original condition
Send the return using a carrier with tracking
Once received and inspected, we process your refund

What if I received the wrong size?

If you received an incorrect size or item, please contact us immediately.

We will arrange a free exchange, including:

Free return of the incorrect item
Free shipping of the correct replacement

How long does it take to receive a refund?

Refunds are processed within 10 business days after we receive and inspect the returned item.

Refunds are always issued to the original payment method used at checkout.

Payments & Security

Which payment methods do you accept?

We accept the following secure payment methods:

Visa
Mastercard
Maestro
American Express
PayPal
Apple Pay
Google Pay
Shop Pay

All payments are processed in GBP (British Pounds).

Is my payment information secure?

Yes. Your payment security is extremely important to us.

Our website uses:

SSL encryption to protect all data transfers
Secure payment gateways certified to PCI-DSS standards
Tokenisation, meaning your card details are never stored on our servers
Additional verification where required (e.g. 3D Secure)

This ensures your personal and payment data remain fully protected.