Orders
I need help with my order. What should I do?
Email us at support@lei-na.com and we'll gladly assist with processing or modifying your order, guidance on shipping, returns, cancellations, or any other questions. Our business hours are Mon-Fri, 10:00AM-6:00PM (SGT).
Can I change or cancel my order?
Please email support@lei-na.com as soon as possible and we'll assist with processing or modifying your order where we can.
Do note that once an order has shipped, we're unable to make changes or cancellations. If it's your first order, our First Pair Guarantee may still apply.
Delivery
Do you accept returns or exchanges?
For hygiene reasons, we're unable to offer returns or exchanges on intimates. Our sizing guide is designed to help you find your fit before you order, so please refer to it before purchasing. The exception is our First Pair Guarantee, below.
What is the First Pair Guarantee?
On your first order, we offer an exchange or refund on one opened piece.
If your order includes more than one piece, we suggest opening them one at a time so you can confirm your fit before opening the next. The remaining pieces can be exchanged as long as they stay unopened.
The guarantee applies once, to your first order and first opened piece only. We're unable to offer exchanges or returns on any order thereafter. First-time international customers are eligible for a refund only.
What are the conditions for the First Pair Guarantee?
Pieces must be unworn, unwashed, and unaltered, with original packaging and tags intact, and tried on over your own underwear. We reserve the right to decline a request if these conditions aren't met.
Do you ship internationally?
Unfortunately, we currently ship within Singapore only, but we aim to accommodate international shipping in the future.
How do I request an exchange or refund?
Email us at support@lei-na.com with your order number, the reason for the exchange, and a photo of each piece showing tags and packaging intact. Please include all pieces from the order in a single email.
Requests must be made within 7 days of delivery.
What if you can't exchange for my size?
We'll do our best to offer the same style in a different size. Where that isn't possible, we'll provide store credit to the value of your original purchase, valid for one year from the day you received your items.
How will I receive my refund?
Once we have received and validated your return, a refund will be processed to your original payment method, depending on your bank.
What if my item arrives damaged or defective?
Email us at support@lei-na.com within 7 days of delivery with your order number and a photo of the faulty item in its original packaging with tags intact. We'll arrange a replacement or full refund at no additional cost to you, in accordance with your rights under Singapore's Consumer Protection (Fair Trading) Act.
Can I return sale items?
Items bought during a sale or marked as final sale aren't eligible for exchange or store credit. This does not apply to our bundle offers.
Product & Packaging
Where is LEI-NA manufactured?
Our fabric is sourced and dyed locally in Portugal by a company dedicated to sustainable, high-quality textiles. We then partner with a small, privately owned Portuguese factory that has been making underwear for over two decades.
What is GOTS® certified organic cotton, and why do you use it?
Organic means little without verification. Conventional cotton is one of the most pesticide-intensive crops in the world, and residues from those chemicals and synthetic finishes can remain in the finished fiber. Organic cotton removes those inputs at the source: no synthetic pesticides and no harmful processing chemicals. The result is a material that is gentle on skin over years of wear.
What makes GOTS® different from other certifications?
Many certifications only verify how cotton is grown. GOTS® traces the entire supply chain, from raw fiber to finished garment, and restricts toxic dyes, bleaches, and chemical treatments at every stage. It is the most rigorous organic certification in the textile industry. Learn more at www.global-standard.org.
Is your cotton responsibly sourced?
Our cotton is sourced in alignment with the Better Cotton Initiative (BCI), a global non-profit that trains farmers in more responsible practices: using water efficiently, reducing pesticide use, and improving working conditions across the supply chain.
Are your dyes safe for skin?
Our cotton is dyed with OEKO-TEX®-certified dyes, which are free from toxic chemicals and tested for skin safety.
Is your packaging sustainable?
Packaging is deliberately minimal. We use kraft mailers and Vela™ paper garment bags, both fully recyclable. Even our garment pouches are made from GOTS®-certified organic cotton.