My Account

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CUSTOMER SERVICE
cs@lenestudio.com

Monday to Friday     9.00 to 17.00

Saturday, Sunday & Public Holidays – Closed

MY ACCOUNT

Do I need to create an account on LENE in order to make a purchase?

Yes, you have to sign up for an account to be a registered shopper at LENE. It also gives you a faster and more convenient shopping experience upon checking out.

What should I do when I have trouble logging into my account?

We are sorry for the inconvenience that you have encountered. Please try to log in again, while following these steps:

1. Do check that you are logged in with the right email address

2. Enter your password. Makes sure you do not have your caps lock on.

3. If you forgot your password please click on the “Forgot Password” link and an email will be sent to you shortly. You can then log in with a new password.

4. If you are still unable to log in, we are very sorry about that! Please email us at : cs@lenestudio.com

Are my personal details kept private and secure?

We take the trust you put in us very seriously and we can assure you that all the information on you account are kept private and will not be disclosed to any other parties.

DELIVERY INFORMATION

What is your delivery lead-time?

We will process your order once you have confirmed your payment in the next 24 hours.

Delivery lead-time depends on the destination and it varies from 1-7 days. For Jakarta area, your order will arrive earliest in 3 days. For more information please visit “Shipping & Returns” at the bottom of this page.

Do I have to pay for delivery?

Yes you do. We are currently working together with JNE and provide JNE Regular and JNE Yes for you shipping services.

Please fill in your shipping address upon signing up for your account and your shipping fee will be automatically included in the invoice before checking out.

I need my clothes urgently! What should I do?

If you need your clothes urgently please email our customer service at cs@lenestudio.com We can arrange to have you package shipped by JNE Yes.

How do I track my order?

You will receive an email confirmation alongside with the tracking number or your order once we have dispatched your package.

Do you ship internationally?

We’re sorry but we are currently not accepting international orders, but we will be working on it soon! Cheers!

PAYMENT

What are the payment methods offered in LENE web-store?

Currently we only accept BCA Bank transfer. All of the prices stated in this web-store is on IDR (Indonesian Rupiah)

How to confirm my payment?

Please go to our web store and click on the top right hand corner, “Confirm Payment” You can fill in your payment confirmation such as: Order ID, amount transferred and time of transaction.

What should I do if have completed my payment but forgot to confirm payment within the time limit?

Please contact our customer service at cs@lenestudio.com We will refund your payment to your bank account.

PRODUCT

Are your products manufactured in Indonesia?

Yes, we proudly manufactured our products in Indonesia.

Where can I find my size guide?

We provide measurements for each item at the product page itself. If you are not sure and have inquiries please email us at cs@lenestudio.com or reach us through our official line @lenestudio ( with “@“ ) and our customer service will help you right away!

How long will my order take to arrive?

All of our products are made from delicate fabric and it is best to dry-clean or hand-wash them.

Do you offer a back-order of sold out items?

Yes we do when the demand of the sold out items are high! Please click “Notify Me “so we can inform you when we have a back-order or new stock replenishment on your favorite pieces!

PROMOTIONAL VOUCHER

What is a promotional voucher?

A promotional voucher is a discount off your total amount indicated at your invoice during checking out. The voucher is usually in a form of code. For example, “LENE10”. This promotional voucher has no cash value and is only available on a specific time frame.

I have entered my promotional voucher but it’s not working, what should I do?

Promotional vouchers are usually only valid for a specific time frame. If your voucher is still in the promotional voucher time frame and you can’t use it; please email us at cs@lenestudio.com or reach us through our official line @lenestudio ( with “@“ ).

How to be updated with the latest promotional voucher?

Follow our social media @lene_id and sign up for newsletter to receive deals only our registered members can enjoy!

REFUND POLICY

Do you have a refund policy?

Sorry but we currently doesn’t have a refund policy so please measure your size correctly as there will be no exchange. We have a very tight quality control team so we ensure you will not receive a defect item.

However, if you happen to get a defect item with our manufacturing fault, we are very sorry and please email us at cs@lenestudio.com or reach us through our official line @lenestudio ( with “@“ ) and we will do our best to do a return and exchange for you.

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