WELCOME TO THE NEW ERA

OF CARMEN LIU

WELCOME TO THE NEW ERA OF CARMEN LIU

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Help Centre

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SIZING

Our size guides are on every product page above the Add to Cart button. You can also find them below.

Underwear

Bras and Bralette

Kids Briefs

Kids T-Shirt

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Our flattening/tucking underwear's purpose is completely different to those for cisgender people, for obvious reasons. Therefore, the fit differs completely to those of other high street brands and other low end tucking products. Please make sure you measure carefully, following our size guides closely. These can be found on each product page (above the Add to Cart button). You can also find them below.

Underwear

Bras and Bralette

Kids Briefs

Kids T-Shirt

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Make sure you follow our size guides carefully. Place the tape measure around the selected area and make sure the tape measure is pulled taut. 

Underwear

Bras and Bralette

Kids Briefs

Kids T-Shirt

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Underwear

We recommend sizing up if you fall in-between two sizes. The larger size will most likely be of best fit. Of course, there is a small chance this isn't the case, where we will be happy to cover the cost of return. If you chose to size down first, we do not offer to cover the cost of return. 

Bras and Bralettes 

If you fall between sizes we recommend you chose the best option for you. If your weight tends to fluctuate or your breasts/chest are growing we recommend sizing up. If neither of these apply, we recommend sizing down. 

If you are unsure with your sizing, please send us a message and we would be happy to help. 

Kids T-Shirts

Our t-shirts are a relaxed fit. If you fall between sizes, we recommend you chose the best option for you. If you're still growing or your weight fluctuates, we recommend sizing up. If neither of these applies, we recommend sizing down. The perfect fit of T-Shirt is always personal to each individual.

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No! Our flattening/tucking underwear only work if you purchase the exact size stated on our size guides, according to your hip measurements. If you order a size too small, you will struggle to get the garment on and may damage yourself and the panty. You will then not be eligible for a return. We cannot stress enough the importance of buying your correct size based on your hip measurements (not waist). 
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Please do not go off your waist measurement. This will definitely lead to you purchasing the incorrect size. Our panties are designed upon exact hip measurements, therefore you have to measure your hips. Your waist measurement is irrelevant. 
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Butt implants are not an issue unless they are extra-large. We are working on panties that can work with larger butt implants, without effectiving the performance of the panty. 
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We are continually working towards expanding the sizes we offer, of course this takes time and resources. Since launching, we have expanded many of our products size offering and will continue to expand throughout each year we grow. Please send us a message to tell us the size you may require, this is helpful for us to know going forwards. 
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Please find our returns and exchange policy here. If you ordered the incorrect size, we are unable to cover shipment costs. If you order the wrong size, we will do our best to provide the same colour/style in your new size. If it is not available, we will provide you with a coupon. 
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Do not buy a different size, please wait for a restock. Sign up to a restock notification on the item and size that is out of stock. 
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Our Products

Our underwear is designed for anyone. Our flattening/tucking underwear is designed for anyone who flattens or tucks. 

Kids Products 

Our kids products are designed for trans girls and non-binary children.

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Carmen Liu is the designer of all CARMEN LIU products. She is a proud trans designer and Forbes listed business entrepreneur. 
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We test and trail all products extensively before releasing them to the public. They are all trailed on our target audience, as well as Carmen herself, with all feedback going directly into improving the design and practicality of our products. CARMEN LIU is the leading brand and producer of products designed with the LGBTQIA+ community at heart. Carmen herself has vast experience and knowledge in what is needed for the productivity of each product. 

You will notice we change the design of our products to improve them, this is from your feedback. We listen and make it better. 

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Tucking Underwear 

Yes, this is how they are designed. You do not need any other tapes or garments with our panties, although a full tuck is required for optimum smoothness. We are on the way to developing new products where you do not need to tuck, of course these are a secret!

Although, each to their own! Some people wear our panties without tucking, but this is not the intended method. We will not be able to accept a return if you are unhappy with the product without tucking. 

Flattening Underwear 

You do not have to tuck with our flattening underwear, you simply push everything between your legs and the underwear will hold everything in place. 

Kids Briefs

The briefs are designed to flatten the front profile without tucking. We do not feel tucking is necessary and ethical for children's products. 

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Our underwear goes through a lengthy development and design process to ensure they complete the job set out to do, providing a well-designed product worth its price table. All materials used are personally sources by Carmen and made for CARMEN LIU and of guaranteed high quality. 

All CARMEN LIU underwear is produced in Europe to ensure high quality in production. Our team work endlessly to bring you the products you need. We perform the final quality checks and packaging inhouse in London to ensure our high standards are met.

This is of course more expensive and time consuming, reflecting in the higher cost of our underwear. 

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If an item is out of stock you can sign up for an SMS or email notification on the product page which is out of stock. If an item is not restocking, the option to sign up ofr a notification will not be displayed. Please do not buy another size. 

Sign up to our newsletters to be the first to hear of new releases and exclusive offers. 

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We like to move with the time. Some colours and collections are one time only, meaning they will not restocked. Our continual and most popular colours will be restocked, for example the colour Boldly Black. 

Sign up to our newsletters to be the first to hear of our new releases and exclusive offers. 

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Plenty, but we can't spill the beans! We know there are still many products we are missing, don't worry! We have LOTS of exciting things planned for 2022-23, with our lines TRIPILING. We can reassure you that we are continually listening to your feedback (thank you!) and working towards extending our lines and collections. 
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My Order

Please find below an explanation of each step in the order process:

Unfulfilled: We have received your order. It is working its way through our packaging and shipping process. 

Fulfilled: Your order has been packaged and sent with the appropriate delivery service. This does not mean you have received your order. 

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You don't. However, if you do then you can see all previous orders kept in one place. Your delivery and billing address will also be kept for quicker checkout next time. 
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You will be sent a tracking notification email with your tracking number and a link to the email address you used to make your order. You will receive this after your order has been dispatched. 
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Please let us know in our contact form here, stating 'Request Address Change', please give your order number and all old and new details. We will endeavor to have the address changed before dispatch, although this cannot be guaranteed if your order has already been packaged. 

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Once your order has been placed, we are unable to change any billing details. We are able to refund the order, which can take up to 10 working day for funds to reach your account. You can then place a new order with updated details. 
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Please let us know in our contact form here stating 'Problem with Received Order' with a description of the incorrect products and we will process a return for you.
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We're really sorry about this. Please check your delivery tracking which has been sent to you via email upon dispatch (please check junk/spam). Then, please check the status of your order on the 'My Account' page'. If your order is not marked as 'completed', please let us know using our contact form here. Please leave at least 4 weeks before contacting the shipment server. 
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The product or size you have ordered may be out of stock at the time of order. please check your emails (including junk/spam) as we would have emailed you about this issue with different solutions. If there is an item missing, please let us know using our contact form here stating 'Problem with Received Order' and all missing product descriptions. We will get this sorted for you straight away. 
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All products undergo lengthy and strict quality control before being sent out to you. In the unlikely event you receive a faulty product, please photograph it straight away and contact us here stating 'Problem with Received Order'. Please quote your order number. We will cover the cost of returning these items and have a replacement order sent. 

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Please request a cancellation using our contact form here stating 'Request Order Cancellation'. We cannot guarantee the success of this. If your order has already gone through packaging, we will not be able to process the cancellation.

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Returns

View our Returns and Exchange Policy here. 
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Please let us know your order number and items you would like to return using our contact form here stating 'Return'. We will be in contact with the returns process via email if your order is eligible. 
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Any item returned to us which has been opened or the security tag has been tampered with are destroyed for hygiene and COVID-19 precautions. 
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Once we have received your return, we will process the necessary steps. We will be in contact once the exchange has been processed. Please keep a look out for updated tracking information. 
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Yes, if the product(s) meet our Returns and Exchange Policy. A refund is not possible with a gift voucher.
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Yes. We are happy to process an exchange for you and will be in contact via email if an alternative product has to be arranged. 
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Unfortunately, we are unable to process a refund or exchange if it has been longer than 28 days since delivery date. 
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We do not cover the cost of delivery for a return. We have a remarkably low returns rate, returns are usually to do with purchasing the incorrect sizing, this is why we emphasise to measure yourself correctly. In the unlikely case of receiving a faulty or incorrect item, Carmen Liu Lingerie will cover shipment costs. 
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Correspondence

We aim to respond within 24 hours, however in busy periods it may take longer. Please check your junk/spam mail as we may have already replied. We are quick at responding to emails, we will never leave you in the unknown. We do not respond to emails on the weekend. 
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Most issues are resolved with the use of cookies, please make sure you accept these. If you are still having issues, please restart your browser. Sometimes new technical issues arise that we are unaware of. If the issue persists, please complete our contact form here stating 'Website Error' describing the problem. We will look into this straight away. 
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Please try to reset your password. If you are still struggling, please let us know using our contact form, stating 'Account Problem'. 
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Delivery & Shipping

UK

We offer complimentary next day tracked shipping on all orders over £70.

Next Day Tracked £4.60

Standard Tracked £3.55

 

United States

We offer complimentary standard tracked shipping on all orders over $175 USD

International Standard Tracked $14.90 USD

UPS Express Saver $26 USD

UPS Express $34 USD

UPS Express Plus $59 USD

 

Europe

We offer complimentary standard tracked shipping on all orders over €175

International Standard Tracked €13.50

UPS Express Saver €22

UPS Express €29

 

Canada

We offer complimentary standard tracked shipping on all orders over $250 CAD

International Standard Tracked $19 CAD

UPS Express Saver $35 CAD

 

Australia

We offer complimentary standard tracked shipping on all orders over $275 AUD

International Standard Tracked $22 AUD

UPS Expedited $71 AUD

UPS Express Saver $75 AUD

UPS Express Plus $134 AUD

 

New Zealand

We offer complimentary standard tracked shipping on all orders over $200 USD

International Standard Tracked $14.90 USD

UPS Expedited $47 USD

UPS Express Saver $50 USD

 

Asia

We offer complimentary standard tracked shipping on all orders over $175 USD

International Standard Tracked $13.90 USD

 

Chile & South Africa

Express $35 USD

 

Rest of World

We offer complimentary standard tracked shipping on all orders over £150

International Standard Tracked £12

 

Estimated Delivery Times 

UK Delivery

Next Day Tracked - 1 to 3 business days 

Standard Tracked - 2 to 4 business days 

International Delivery 

International Standard Tracked - 3 to 17 business days

UPS - 1 to 5 business days depending on the chosen service.

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Please check your inbox, including your junk/spam for correspondence from us. It may be that we are checking your size or delivery address before sending out your order, so we have held your order. Once you have confirmed the information we are unsure of, then your order will be sent. 
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We are unable to take responsibility for any delays with the postal service. There are currently vast worldwide delays due to COVID-19, please remain patient.
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All orders (not pre-orders) must be placed by 12:00 Noon (UK time) Monday to Friday to be processed the same day. Orders placed after 12:00 Noon (UK time) on Friday, Saturday, and Sunday will be processed the following Monday.

We always try out best to process orders received after these times, but this is not guaranteed. All pre-orders will have their expected released date noted on their product page. 

 
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Yes, you can have your order sent to your personal address or your place of work. Please ensure there is someone there who can accept the order as the postal service will deliver to the workplace address, rather than an individual person. 
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We package and send out orders Monday-Friday. We do not operate on weekends. 
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It is the customers responsibility to pay any customs charges. Please check if you are expected to pay these charges before ordering. We cannot take any responsibility for charges incurred. 
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Of course! If your country is not available upon checkout, please let us know via our contact form and we will get it added!
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We are only able to deliver to PO boxes when sent with Next Day Tracked (UK) or International Tracked (rest of world). You are not able to deliver to a PO box using FedEx. If you have tried to do this, we will have to change the shipment service and refund the difference in shipment costs. 
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Ye. We understand the need for discrete packaging with our products. All orders are sent in plain white mailing bags or a brown postal cardboard box. The shipping label has our returns address which inculdes our brand name (in small text font), this is a legal requirement. If you have further questions please contact us.
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This happens when you have not completed all the required fields. Once all information is completed. the shipping will be calculated. Buffering will then stop and you can proceed to payment. Please make sure you have entered in all fields marked with an asterisk (*). These are compulsory and you will not be able to proceed further if you have not entered all necassary information. 
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Kids Support Services

There is no specific test or questionnaire which can give you a definite answer. Each person feels differently and has an individual journey to discovering themselves and who they want to be. it is important to learn how to support a child in what can be a very distressing time. We can signpost you to relevant, trusted organisations which can offer support and help. 

There is help available out there which can offer advice, knowledge, help lines and chat groups on how to respond effectively to the feelings of gender dysphoria or confusion. Here are links to some services available for trans, non-binary, gender non-conforming children and their family and friends:

Human Rights Campaign- Transgender Children & Youth: Understanding the basics https://www.hrc.org/resources/transgender-children-and-youth-understanding-the-basics

Mermaids https://mermaidsuk.org.uk

Mermaids Parents https://mermaidsuk.org.uk/parents/

LGBT Youth Scotland https://www.lgbtyouth.org.uk

NHS- Think your child might be trans or non-binary? https://www.nhs.uk/live-well/think-your-child-might-be-trans-or-non-binary/

NHS: Gender Dysphoria https://www.nhs.uk/conditions/gender-dysphoria/treatment/

Stonewall- Children and Young People's Service Champions Programme

https://www.stonewall.org.uk/children-and-young-peoples-services-champions-programme

Stonewall: Supporting trans children and young people https://www.stonewall.org.uk/our-work/campaigns/supporting-trans-children-and-young-people

Child Mind: Transgender kids and Gender Dysphoria https://childmind.org/article/transgender-teens-gender-dysphoria/

Mermaids Helpline 0808 801 0400

Mermaids Text Chat: Text MERMAIDS to 85258

Mindline Trans 0300 330 5468 

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