Our size guides are on every product page under the add to card button. You can also find them below.
Our flattening/tucking underwear's purpose is completely differently 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 (under the add to card button) The size guides are all below as well.
We do recommend to also take you measurements for all our other products, this is the most accurate way to find the best fit for you.
We do not cover shipment charges if a return is needed from ordering the incorrect size.
Make sure you follow our size guides carefully. Place the tape measure around the selected area and make sure it is held taut.
Underwear
We recommend sizing up if you fall in-between two sizes. The larger size will most likely be the 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 & Bralettes
If you fall between sizes we recommend you to choose the best option for you. If your weight fluctuates, your breast/chest are still 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 here 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 to choose the best option for you. If you're still growing or your weight fluctuates we recommend sizing up. If neither of these apply we recommend sizing down. The perfect fit of a t-shirt is alway personal to each individual, if you feel you would prefer a size down or up, we are happy to cover the cost of return.
NO! Our flattening/tucking underwear only work if you purchase the exact size stated on our size guides, according to your hip measurement. If you order a size too small, you will struggle to get the garment on and may damage 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 measurement (not waist).
Please do not go off your waist measurement. This will definitely lead you to purchasing the incorrect size. Our panties are designed upon exact hip measurements, therefore you have to measure your hips. Your waist measurement is completely irrelevant.
Not an issue unless they are extra-large. We are working on panties that can work with larger butt implants, without effectively the performance of the panty.
We are continually working towards expanding the sizes we offer, of course this takes time and resources. Since launching, we have expanded so many of products size offering and we will continue to expand throughout each year as we grow. Please send us a message here to tell us know the size you would require, this is helpful for us to know.
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 that new size, if it is not available we will provide you with a coupon.
Do not buy a different size, please wait for restock. Sign up to a restock notification on the item and size that is out of stock.
Our underwear is designed with the LGBTQIA+ community at heart and can be worn by anyone. Our flattening/tucking underwear is designed for anyone who tucks.
Kids products
Our kids products are designed for trans girls and non-binary children to help them explore their preferred gender.
Carmen Liu is the designer of all CAMREN LIU products. She is a proud trans designer and Forbes listed business entrepreneur.
We tests and trial 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 for designed with the LGBTQIA+ community at heart. Carmen herself has a 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.
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 no 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.
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 label. All materials used are personally sourced 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 works endlessly to bring you the products you need, we perform the final quality check 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.
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 for 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.
We like to move with the time. Some colours and collections are one time only, meaning they will not be 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 new releases and exclusive offers.
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, 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.
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.
You don't, however, if you do then you can see all previous orders kept in one place. Your delivery and billing address will be kept for a quick checkout next time.
You will be sent a tracking notification 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.
Please let us know via our contact form, stating 'Request Address Change', please give your order number and all old and new details. We will endeavour to have these changed before dispatch, although this cannot be guaranteed if your order has already been packaged.
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 days for funds to reach your account. You can then place a new order with updated details.
Please let us know via our contact form, stating 'Request Order Change', please let us know the new size you would like to change to. We will endeavour to have these changed before dispatch, although this cannot be guaranteed if your order has already been packaged. If you would like sizing advice we are here to help.
If you realised you have ordered the wrong size upon receiving your order, please request a return via our contact form.
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 check the status of your order via your online CARMEN LIU account login here. If your order is not marked as ‘completed’ and/or if you do not have a CARMEN LIU account, please let us know using our contact form and we will look into this for you.
We are so sorry you have received the wrong item/size and want to get this sorted for you. Please let us know in our contact form stating 'Problem with Received Order' with descriptions of incorrect products and we will process a return and replacement order, will cover shipment costs.
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 stating 'Item Missing' with all missing product descriptions. We will get this sorted for you straight away.
All CARMEN LIU lingerie & underwear undergoes 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 via our contact form, 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.
Request a cancellation using our contact form stating 'Request Order Cancellation'. However, if your order has already gone through packaging, we will not be able to process the cancellation. We cannot guarantee the success of this.
View our Returns and Exchange Policy here.
Please let us know your order number and items you would like to return using our contact form, stating 'Return Request'. We will be in contact with you with the returns process via email if your order is eligible.
Please check your junk/spam folder is you do not hear back within 48 hours. Weekends our customer service is closed.
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
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.
Yes, of course if the product(s) meeting our returns and exchange policy. Refund is not possible with a gift voucher. A coupon or gift card will be given.
Yes! We are happy to process an exchange for you and will be in contact via email if an alternative has to be arranged.
Unfortunately, we are unable to process a refund or exchange if it has been longer than 28 days since delivery date.
We do not cover the cost of delivery for a return. We have a remarkably low returns rate, returns are usually to do with incorrect sizing, this is why we highlight the need to measure yourself! In the unlikely case of receiving a faulty or incorrect item, Carmen Liu Lingerie will cover shipment costs.
We aim to respond within 24 hours, however in busy periods, it may take longer as we are a very small team. 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.
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 email us here with the exact issues you are experiencing. We will get this sorted straight away.
First reset your password, if you are still struggling, please let us know using our contact form. Click the ? icon on the right side of the screen for our contact form.
UK
Complimentary delivery on all orders over £50*
Next Day Tracked delivery - £4.60
USA (USD)
Complimentary shipping on all orders over $150 | £108*
International Standard Tracked - $17.28 | £12
FedEx Express - $31.68 | £22
Canada (USD)
Complimentary shipping on all orders over $150 | £108*
International Standard Tracked - $17.28 | £12
FedEx Express - $34.56 | £24
Australia & New Zealand (USD)
Complimentary shipping on all orders over $150 | £108*
International Standard Tracked - $17.28 | £12
FedEx Express - $57.6 | £40
Europe & Ireland
Complimentary shipping on all orders over €85 | £72*
International Standard Tracked - €14.22 | £12
FedEx Express - €27.26-42.67 | £23-26
Asia (USD)
Complimentary shipping on all orders over $150 | £108*
International Standard Tracked - $17.28 | £12
FedEx Express - $34.56 | £24
Chile & South Africa (USD)
FedEx Express - $43.2 | £30 (only service)
Rest Of World (USD)
Complimentary shipping on all orders over £108 | $150 | €128*
International Standard Tracked - $17.28 | £12 | €14.22
ESTIMATED DELIVERY TIMES
UK Delivery
Next Day Tracked - 1 to 3 business days
International Delivery
International Standard Tracked - 3 to 17 business days
FedEx Express - 1 to 5 business days
*Complimentary shipping for UK orders are delivered using the Next Day Tracked service. International orders are delivered using the International Standard Tracked service.
Please check your email 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 questioning, then your order will be sent.
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.
All orders (not pre-orders) must be placed by 12.00 Noon GMT Monday to Friday to be processed on the same day. Orders placed after 12 Noon GMT on Friday, Saturday and Sunday will be processed the following Monday. We always try our best to process orders received after these times but this is not guaranteed. All pre-orders will have their expected release date noted on their product page.
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.
We package and send out your order very quickly Monday-Friday. We do not operate on the weekends.
It is the customers responsibility to pay any customs charges. Please check if you are susceptible to these charges before ordering, we cannot take any responsibility for charges incurred.
Of course! If your country is not available upon checkout, please let us know using our contact form.
We are only able to deliver to PO Boxes when sent with Next Day Tracked (UK) or International Tracked (rest of world). You cannot send 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.
Yes! 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.
This happens when you have no completed all fields. Once all information is completed, the shipping can 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 necessary information.
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 very distressing times. We can signpost you to relevant, trusted organisations which can help.
There is help available out there which can offer advice, knowledge, helplines 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 confirming children and their families and friends:
Human Rights Campaign- Transgender Children & Youth: Understanding the Basics
Mermaids Helpline 0808 801 0400
NHS- Think your child might be trans or non-binary?
NHS- Gender Identity Development Service
Stonewall- Children and Young People's Services Champions programme
Supporting trans and non-binary students at school