This support page provides answers to the most frequently asked questions about orders, shipping, returns, exchanges, and humanitarian donations. Here you’ll find transparent information about how donations are used, where humanitarian aid is directed, and how ethical fashion purchases support community-led initiatives.

You can also find detailed guidance on order support, including payment methods, delivery times, international shipping, order tracking, sizing information, and product care. Our return and refund policies are outlined clearly to ensure a smooth and trustworthy shopping experience, including information on returns, exchanges, damaged items, and eligibility.

As an ethical and sustainable fashion brand, transparency and accountability are central to our values. This page is designed to support customers seeking clarity around donation transparency, humanitarian aid contributions, and responsible business practices, while also offering practical help for all store-related inquiries. If you cannot find the information you are looking for, you can contact our customer support directly for further assistance.

Frequently asked questions about the store
What is the return policy?


Returns are only accepted if an item is faulty or damaged due to an error on our side. As each piece is handmade and produced in limited quantities, we do not offer returns for other reasons.
Do you ship worldwide?


Yes, we offer worldwide shipping. Shipping costs vary depending on your location and will be calculated at checkout.
When will I get my order?


Orders are packed and shipped as quickly as possible. Delivery times depend on your location.

Within Switzerland, shipping usually takes up to 7 days.
What if the item(s) I have received are faulty/wrong/damaged?

If you receive a faulty, damaged, or incorrect item, full responsibility is taken and a refund will be issued. Please contact us via the contact form or write an email to leajoanadesigns@gmail.com.

Where are your products manufactured?


All products are currently handmade locally in Bern, Switzerland, by Lea Joana in her atelier. Each piece is created using second-hand garments and deadstock fabrics, supporting sustainable and ethical fashion.

Frequently asked questions about the donating service
Who is Lemon Tree Collective and what do they do?

The Lemon Tree Collective is a humanitarian organization founded by Helen Fares in early 2024. The initiative was originally created to evacuate sick children and adults from Gaza so they could access urgent medical treatment outside the Gaza Strip.

Following several successful medical evacuations of families who are now living outside Gaza and receiving appropriate healthcare, the organization currently operates three humanitarian projects across Gaza, Egypt, and Syria, focusing on emergency aid, displacement support, and community-based relief.
What kind of humanitarian aid is provided in Gaza?

The main project is based in Gaza, where Lemon Tree Collective provides food aid to 118 families affected by poverty and hunger and regularly organizes access to clean drinking water in refugee camps. In September 2025, they launched a school program in Khan Younes for young children, supporting education while also creating local employment opportunities.

As many homes have been destroyed, the organization also provides tents, offering families a basic form of shelter and a temporary refuge.
How does Lemon Tree Collective support displaced families outside Gaza?

In Egypt, the organization supports 30 displaced families from Gaza by providing safe housing and emergency medical assistance, ensuring access to essential care and stability.

In Syria, more than 200 families who have lost their livelihoods due to the long-term effects of war receive emergency relief packages, helping them meet their most basic needs.
How are donations transferred and used on the ground?

Donations are transferred directly to local staff in Gaza through Palestinian bank accounts. Due to current restrictions, most merchants in Gaza only accept cash, which makes it necessary to withdraw funds through currency exchange offices.

These exchanges charge very high commission fees ranging from 30–45%, and there are rarely viable alternatives. In some cases, merchants may accept bank transfers, but similarly high transaction fees are usually applied.
Why is providing food aid in Gaza so difficult?

Because of the ongoing blockades, importing new food into Gaza is currently not possible, leaving organizations unable to influence food availability or pricing. This has resulted in severe shortages and rapidly rising costs for basic necessities.

Despite these conditions, Lemon Tree Collective continues to provide food and clean drinking water to people at risk of starvation by sourcing supplies locally within Gaza whenever possible. However, due to the extreme limitations caused by the blockade, available food supplies are scarce and sold at very high prices, making them unaffordable for most families.

CONTACT

Contact me for any questions here or DM me on instagram @jwana_byleajoana