FAQs - Frequently Asked Questions

1 FAQs - BeLenkaa



Delivery and payments


1. When will I receive the goods I ordered? How long does the delivery take?

If the purchased goods are in stock, we ship them no later than the next day (week-day) after receiving your payment (the same applies in case of cash on delivery)

If the goods are currently out of stock, we ship them within the time specified for those particular goods. This information is available on our website and, you also get notified via confirmation e-mail after placing the order.

The standard production time for baby-carriers is seven days and for baby-wraps, three days, counting from a next day after receiving your order.

 

Worldwide – DHL Express – 1 to 3 days business days


2. How much is the delivery charge?

  • Worldwide shipment:
    DHL Express – EUR 10

 

3. How can I track my order?

We notify our customers when their order is shipped, providing a tracking number.

You can track your order here:

https://www.dhl.sk/exp-en/express/tracking.html

4. Is it possible to see, try or buy your products in person?

You can see and try our products in our shop; our address is Martina Rázusa 1133/9, 01001 Žilina, we are open from 8:30 to 15:30. You can check our availability by calling to our office at +421 948 191 469

You can visit one of our retail partners to see and try our products in person:

Slovakia

Barefoot shop Bratislava – Záhradnícka 95

Prešov – www.bosacik.sk

– Zvolen Pri srdiečku

Babywearhouse – Bratislava

iCarry – Bratislava

Czech republic

Other countries:

  • Barefoot shoes
    Australia - eRun Coach
    The UK - Happy Little Soles

    Germany – Freizehn, Tildaleins, Bafingo, Stadt-land-fuss
    Finland - Natural Movement
    The Netherlands - Anyones Barefoot

  • Babywearing
    Italy – Elobaby, Lalberodiamy.it, https://www.cuoreinfascia.com

    Switzerland – Maternae

    Slovenia – Solemio.si
    France – Mestendancesbio.com
    Estonia – Kaisutame.ee, babyshop.ee, Pro shop
    Greece – Ecoslings.gr
    Netherland – Slingomama.nl


5. Which countries do you ship your goods to?

We ship worldwide. In case you do not see your country in our list, contact us on info@belenka.com for further instructions.

6. What method of payments do you accept?

ONLINE PAYMENT VIA CREDIT CARD - Instant payment via GoPay payment gateway. (0 EUR)

PAYPAL (0 EUR)

Pay by transfer /0 EUR)

Cash on delivery – SK and CZ (+0.90 EUR)

Cash – if Goods are to be accepted in person at the Seller's shop floor

7. What if I have problems to proceed with the payment?

If you encounter any problem while paying for your order, do not hesitate to contact us via e-mail at info@belenka.com

In case of failed payments via our payment gateway, please do to make a new order. Simply send us an email with the details of the product that you were trying to order to info@belenka.com and we will do our best to complete your order.


 

Orders

 

1. How can I place an order?

You can place an order via our e-shop www.belenka.com (English - Worldwide) www.belenka.sk (Slovakia), www.belenka.cz (Czech Republic), www.belenka.de (Germany).

You can place your order without registration. However, when you do register, you subscribe to receive our newsletter periodically. Therefore you will be informed about promotions, discounts or giveaways.

We will send you a confirmation e-mail after receiving your order.


2. How can I change my order?

Should you need to change anything in your current order, do not hesitate to contact us via e-mail on info@belenka.com

The subject of your e-mail should be: “Change in the order number….”

When we dispatch your order, any changes are no longer available for this current shipment. Should you need to make any amendments contact us ASAP before your order is shipped.


3. I accidentally placed the same order twice, what should I do next?

In case of the duplicity of your order, please contact us via e-mail info@belenka.com. We will cancel one of these orders for you.

 

4. How can I cancel my order?

In case you would like to cancel your current order please contact us via e-mail info@belenka.com.

The subject of this e-mail should be: “Cancellation of the order number….”

Cancellation can only be made until your order is shipped so please contact us ASAP.


5. I am having trouble placing an order

Should you have any problems with your order, please contact us via e-mail on info@belenka.com

If the system does not take your telephone number or you cannot change the country, you can use our Slovak telephone number +421 948 191 469. Then enter your phone number/the country in the order note. Then we can change it in your order for you.


 

Availability of our products & individual requirements

1. When will you have a particular product back in stock?

You will be notified about the shoes of your choice being back in stock through the service of tracking the availability of goods on our e-shop. Click on the product of your choice (currently out of stock), fill in your e-mail and click on “Watch”. You will be notified if anything regarding this product changes (availability or even discount) via e-mail.

See the picture:

2. Do you also offer custom-made products to fit individual requirements?

Unfortunately, we do not provide such service. In specific cases, you can send us an inquiry via e-mail.



Exchange & Return of goods


1. How should I proceed when exchanging goods?

You can have your goods changed within 14 days of receipt due to:

- wrong size

- wrong colour

- other product or model preference

- the product was delivered damaged

- any other reason

Should you be interested in the exchange of goods, please send us the goods in their original state, i.e. in a condition that shows no signs of wear or damage.

Our address: Be Lenka s.r.o., Martina Rázusa 1133/9, 01001 Žilina.

❗ It is mandatory to enclose a copy of the Invoice and the Withdrawal from the Contract of Sale form* (Template below - Please print, fill in the relevant details and sign before enclosing with the goods being returned for exchange)


*Withdrawal from the Contract of Sale form

Re: Withdrawal from the Contract of Sale

I hereby give notice that I withdraw from the Contract of Sale of the following goods:

(write the name of goods or order number and invoice number based on which the goods have been delivered to you)

  • Date of ordering the goods: (write the date of order)
  • Date of the receipt of the goods: (write the date when the goods were delivered to you)
  • Reason for withdrawal: (The Buyer is not obliged to indicate the reason for withdrawal)

Please return the funds to my account number as follows: (if required)

Write your account number in the form of IBAN, bank contact: name of bank / in cash by postal order to the address: please state your name, surname and address

In write the place and date

Yours sincerely,

state your first name and surname, address (including street and number, postcode and village/city) and your signature


Annexe: invoice

Send to: Be Lenka s.r.o. Martina Rázusa 1133/9, 010 01 Žilina

We recommend that you also send the completed withdrawal of the contract form via e-mail info@belenka.com

We will confirm the receipt of the goods via e-mail, and we will send you the products you requested, if available in stock.

We will inform you about the payment details – overpayment/refund of the difference between the products – as soon as we receive the original goods.


2. How should I proceed when returning goods?

You can return your goods within 14 days of receipt.

Should you need to return the goods, please send us the goods in their original state, i.e. in a condition that shows no signs of wear or damage. Our address: Be Lenka s.r.o., Martina Rázusa 1133/9, 01001 Žilina.

❗ It is mandatory to enclose a copy of the Invoice and the Withdrawal from the Purchase Contract form* (Template below - Please print, fill in the relevant details and sign before enclosing with the goods being returned)


*Withdrawal from the Contract of Sale form

Re: Withdrawal from the Contract of Sale

I hereby give notice that I withdraw from the Contract of Sale of the following goods: 
(write the name of goods or order number and invoice number based on which the goods have been delivered to you)

  • Date of ordering the goods: (write the date of order)
  • Date of the receipt of the goods: (write the date when the goods were delivered to you)
  • Reason for withdrawal: (The buyer is not obliged to indicate the reason for withdrawal)

Please return the funds to my account number as follows: 

Please enter your account number in the form of IBAN, bank contact: name of bank / in cash by postal order to the address: please state your name, surname and address

In write the place and date

Yours sincerely,

state your first name and surname, address (including street and number, postcode and village/city) and your signature


Annexe: invoice

Send to: Be Lenka s.r.o. Martina Rázusa 1133/9, 010 01 Žilina

We recommend that you also send the completed withdrawal of the contract form via e-mail info@belenka.com

We will confirm the receipt of the goods via e-mail and check the condition of returned goods. If the returned goods are with no damage and with no signs of use, we will send you a full refund via bank transfer within 14 days. You must state the number of your bank account in the Withdrawal from the Purchase Contract.

More information about returning policy can be found in our General Terms and Conditions in point 6.6


3. How do I file a complaint?

If the goods have defects, you have the right to make a complaint by describing in a written complaint the nature of the defect and sending it together with the goods to Be Lenka. Our address: Be Lenka s.r.o., Martina Rázusa 1133/9, 01001 Žilina

All the necessary information regarding filing a complaint can be found in our General Terms and Condition in point 7 (Returning Policy). Should you have any further question, do not hesitate to contact us via e-mail on info@belenka.com

 
4. Who bears the postage cost regarding the exchange of the goods/return of the goods?

Postage shall be paid by the Buyer when sending the returned goods. (as stated in our General Terms and Conditions)


5. How should I return the goods?

We recommend returning the goods via the courier, or in a way allowing to track your shipment to make sure we receive it. We will confirm the receipt of the goods via e-mail.

In case of sending the parcel via Slovak / Czech Post, we recommend to send it with a tracking number.

If you reside in the Czech Republic, you can use Z-point service, but have it delivered directly to our office (Be Lenka s.r.o., Martina Rázusa 1133/9, 01001, Žilina), not to the dispatch point.


6. 
I do not live in the EU; how should I proceed when returning/exchanging the goods?

Should you need to exchange or return the goods and you reside outside the EU, please contact us via e-mail on info@belenka.com, and we will send you further instructions.


 

Barefoot


1. How to choose the right size of barefoot shoes? 

Determining the correct size of Be Lenka barefoot shoes for your feet is a two-step process:

  1. Measuring your feet
  •  Place a piece of paper on even ground (avoid plush carpeting or pebbly surfaces)
  • Place your foot flat on the paper (you must be standing, not sitting, during measuring)

  • Put your weight in on your the foot as it makes it the foot longer

  • Take a pencil and mark the heel and the furthest point from the heel – the longest measurement

  • Use a ruler and measure the difference between these two points

  • Do the same for the second foot (difference might be +/- 0.5 cm)

  • The number you get is your foot size (not your shoe size, as standard shoe sizing may be misleading)

Take your foot size (the number you got when measuring both of your feet) then add 5 to 12 mm (the ideal leeway). The total is the final number you are looking for. The leeway can be up to 18 mm, but the shoe must still fit perfectly around your ankle.

2. Comparing your feet measurements to the Be Lenka barefoot shoe size chart below:

New Logo barefoot size chart (2)_1

Should you have any questions do not hesitate to contact us on info@belenka.com. We are eager to help you.


2. 
What does the barefoot size chart mean?

 The size chart shows the inside length and width of the insole for each shoe model (EU shoe size).

We recommend adding a leeway (the leeway measures the space between your longest toe and the shoe itself) of 0.5 - 1.2cm to get the ideal shoe size for you. Should you have any questions, contact us at our e-mail info@belenka.com, we will be happy to help you.

 
3How should I take care of your shoes? What to avoid?

We recommend taking care of your shoes according to Footwear Care Guide

Basic knowledge about materials used in your shoes together with proper care and maintenance extends the life of your shoes. We do recommend to spray your shoes with a protective coat regularly. It will protect your shoes against water, dirt and dust.

Most soles are not resistant against petrol, diesel, oils or similar chemicals. If these chemicals get in contact with the bottom of the shoe, they will damage the sole. Soles made from raw rubber (all Be Lenka barefoot shoes) are most susceptible to this damage.

Shoes are not designed to do sports. Especially cycling, rock climbing, and other strenuous activities can damage the sole.

We need to highlight the fact that some of our shoes require special care (Crushed Comics), these models are classified as Highly Fashionable Footwear

4. Is it possible to have your shoes custom-made, in a different size, for example?

Unfortunately, we do not provide such service. You can only order sizes from our size chart.

 

5. When will you have a particular model/size of shoes back in stock?

If a particular model of shoe is out of stock, you can use the "Watch" function on our website (Product page), which notifies you, when the product becomes available, via email.


Watch



Babywearing


1. Which baby-carrier should I choose for my baby?

 We have two types of baby-carriers (choose according to the age and clothing size of your baby)

  • Lenka 4ever – an ergonomic baby carrier suitable for babies from 2-3 months (clothing size 62/68) up to the age of three (clothing size 104). This type of carrier is adjustable and suitable for the whole babywearing period.
    Width: 20-41cm
    Length: 37-50 cm
    You can choose from two types of shoulder straps: Standard shoulder straps without crisscross option - Banana shoulder straps or Wide shoulder straps with crisscross option. You can read more about these two types of shoulder straps in question number 2 below.

  • Lenka Toddler – a non-adjustable baby-carrier for kids from 18 months up to 3.5 years. This baby-carrier cannot be adjusted (the width and the length of the carrier). These dimensions are fixed.
    Width: 45 cm
    Length: 50 cm
    This kind of carrier comes with Standard shoulder straps without crisscross option.

 
2. What is the difference between standard shoulder straps and wide shoulder straps?

  • Standard shoulder straps without crisscross option - also known as Banana shoulder straps
    Standard shoulder straps are an integral part of the carrier, therefore cannot be detached or crisscrossed. The shoulder straps are padded with a soft sponge. They are comfortable and suitable for carrying both small babies and bigger children. This particular shape of the shoulder straps enables them to hug the back of the wearer perfectly, thus are fitting and highly comfortable.

Lenka 4ever baby-carriers with ergonomic uncrossable shoulder straps can be used in both Front-Inward and Back Carry positions.

  •  Wide shoulder straps with crisscross option
    This type of shoulder straps is primarily designed to be worn crisscrossed. They have, besides the padded part, the unpadded part made from wrap cloth, thus the wider shape. However, you can wear them in a backpack style, too. It is up to your preferences. The advantage of wider straps is their ability to attach the carrier to the body of the wearer; therefore, they support the back of the wearer during babywearing. They fit everyone. This type of straps is preferred by mamas who use to wear their babies in baby-wraps. They are used to have their backs "covered" and supported :). Moreover, another perk of these wider shoulder straps is their ability to distribute the weight of the child evenly. No more sore back!

Baby-carriers with this type of shoulder straps can be used in both Front-Inward (both backpack stye and crisscrossed style) and Back Carry positions (backpack style).

Both styles of shoulder straps include drool-pads and shoulder strap protectors. These protectors come in handy because babies like to taste and munch on everything, you can remove and wash them anytime.


3. Is it possible to use your baby-carriers in a Back Carry position, a Front Carry Facing-Out position and a Hip Carry position?

All Lenka baby-carriers are suitable for both Back Carry and Fron-Inward (Facing-Parent) positions. Neither a Fron Carry Facing-Out position nor Hip Carry position is following the principles of ergonomic babywearing; thus, we do not recommend them.


4. How to adjust a baby-carrier?

All manuals and how-to videos can be found on our Be Lenka youtube channel.

Our baby-carriers are fully customizable to fit the baby’s size. The width of the carrier can be adjusted by pulling straps located on the front of the backrest just above the hip belt. Pull these straps and tie the knot. 

Elastic band situated just under the hood can be tightened and also be hooked on to the shoulder straps which can support the baby's head.

The height of the backrest is also adjustable and can be retracted/lowered by retractors at the top of the backrest. 

The hip belt is soft, comfortable and fits everyone. There is a little yet practical pocket in the middle of the hip belt.

The carrier comes with a hood, which you can be used to protect the baby from the sun, wind or noise; it is especially useful when the baby falls asleep in the carrier. You can hook the hood to the hooks placed on the shoulder straps.

All baby carriers include drool-pads and shoulder strap protectors. They can be detached easily so you can wash them.

5. How to take care of your baby carriers and baby wraps? Should I wash it first?

Material composition is the most important thing to consider. In general, carriers and wraps do not need to be washed often. However, to be clean and safe for your baby, they need to be washed and ironed once in a while. You can wash your carrier in a washing machine on temperature 30-40C, speed 1000 (max). Do not dry it in a drier; let it dry freely and iron gently.

It is not necessary to wash a baby-wrap or a baby-carrier immediately after purchase; they are sold already pre-washed thus ready to use.

More tips and info on how to take care of your baby-wrap or a baby-carrier you can find here:

https://www.belenka.com/blog/how-to-take-care-of-your-baby-carriers-baby-wraps/


6. What is the weight limit for your baby-carriers?

Our baby-carriers are tested to carry up to 20 kg.


7. Can I carry my newborn in a baby carrier? 

We genuinely believe, and thus we recommend it, that a baby-wrap is the best for the baby. Parents can adjust the wrap to meet theirs and the baby’s body needs, they can bind it and tighten it accordingly. The wrap copies the baby’s natural body shape, and hence it is more comforting for the baby. This level of comfort cannot be achieved by a baby carrier.

For further info about newborns and babywearing click on this link:

https://www.belenka.com/blog/babywearing-for-newborns/


8. What does it mean that Lenka baby-carriers are made from wrap-cloth?

Lenka baby-carriers are made from baby-wrap-cloth. Wrap cloth is a fantastic material, highly functional yet soft, pleasant to touch and very versatile. It is the best material for babies’ sensitive skin. Our baby-carriers combines the advantages of wraps and ergonomic carriers into one, which leads to the satisfaction of both the mummy and the baby. 


9. Can I have a baby carrier made from my baby-wrap, or can I order a custom-made baby-carrier?

The service, to have your baby-carrier made from your wrap-cloth, is no longer available.


10. What kind of babywearing tool should I use in summer?

We offer limited summer versions of our baby-carriers. Lenka summer-version baby-carriers are ideal for wearing during summer, but also in spring and during warm autumn. Apart from being ergonomic like our entire baby-carrier range, it is made with a soft mesh fabric which makes it light, airy and supremely comfortable for you and your little one. The mesh is located in a backrest and a hood.

You do not need to be afraid to use a summer-version baby-carrier even in winter because your baby is dressed in warm clothes. Using babywearing clothes in winter is a real game-changer, too.

 
11. Can I babywear when it is cold outside?

We recommend wearing proper babywearing attire. You can choose from a wide range of Lenka babywearing clothes. Our portfolio covers jumpers, sweaters or softshell jackets.

Babywearing clothes are designed to be highly functional. You can have an option for Front-Inward style (2in1) or even for Back-Carry position (3in1). Moreover, you can choose a 4in1 variant – with maternity extender so that you can wear your clothes during the whole pregnancy and babywearing period. Furthermore, when you are no longer pregnant or babywearing, you can wear your jacket without any extender, just like that.



Collaboration with Be Lenka, Special promotions & Discounts


1. Babywearing consultants

If you are a certified babywearing consultant and would like to cooperate with us, or if you looking for a discount voucher, please send us a scanned copy of your certificate via e-mail to info@belenka.com. We will provide you with further information.

Please add the following information to your e-mail:

  • How long have you been a consultant
  • Where do you reside
  • Where do you promote babywearing – FB group if you are the admin or your website if you have one

2. Wholesale Partnership

Should you be interested in becoming our authorised wholesale partnership program, you can check information about eligibility, the application process, terms and conditions etc. at https://www.belenka.com/wholesale-partner/.

Please contact us via e-mail at wholesale@belenka.com if you have any further questions. The e-mail should contain information about you, the name of your company (e-shop, website, where your company operates from). We will contact you with further details.


3. Social networks and collaboration

If you are interested in collaboration or should you have any ideas or recommendation regarding social media, do not hesitate to contact us on info@belenka.com


4. Affiliate program

You can find information about becoming our affiliate partner at https://www.belenka.com/affiliate-program/ 


5. Is it possible to get an additional discount? 

You can subscribe to our newsletter (for new arrivals, discounts, promotions & giveaways) to instantly receive a 5% discount code as a thank-you for joining our mailing list.

Subscribe to our newsletter:

https://www.belenka.com/newsletter-subscription/

Follow us on our social media channels for exclusive promotions, new arrivals, giveaways & more

Instagram


https://www.instagram.com/belenka_barefoot/

https://www.instagram.com/belenka_babywearing/

Facebook

https://www.facebook.com/lenkacarriers/