Help Centre

Our size guides are on every product page under the add to card button Thongs, Bras, Bralette, Girls First Bralette.

Our lingerie's purpose is completely differently to those for cisgender women, 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) Thongs, Bras, Bralette, Girls First Bralette. 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. Also, make sure the tape measure is horizontal to the floor to get an accurate reading. Full instructions are shown on each product size guide and differ depening on which product you are purchasing Thongs, Bras, Bralette, Girls First Bralette.

We advise you to size up if you fall in-between two sizes. If you are in-between sizes, going into the larger size will most likely allow the panty to fit correctly and comfortably, rather than be too tight or not fit at all. 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 will not be able to cover the cost of return.

NO! Our panties 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 still a small company, working our way to providing you with everything you need. We are continually working towards expanding the sizes we offer, of course this takes time and resources. Since launching, we have expanded to a 3XL panty and a 46” and 48” Girls First Bralette. We will be extending these further in 2021.

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. 

Our panties are designed for anyone who tucks. We are wholly inclusive! We are not just for pre-op/non-op transwomen. Our bras are for anyone with a broader fit.

Our CEO, Carmen Liu uniquely designs each and every style of panty. She has spent lots of sleepless nights making sure these products are perfect for you.

After the design process, Carmen tests and trials all products extensively before releasing them to the public. They are all trialed on our target audience, as well as herself, with all feedback going directly into improving the design and practicality of our products. You will notice we regularly change the design of our panties, this is from your feedback. We listen and make it better.

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.

Our panties go through a lenghty 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 and of guaranteed high quality and worn everyday by our CEO, Carmen. We are a small team, working endlessly to bring you the products you need. Although we have received global press, we still package, quality check, respond to queries and develop all products ourselves. All products are developed in Europe to ensure high quality in production. We do everything ourselves and work in a very small team to ensure the personal touch to our company remains. This is of course more expensive and time consuming, reflecting in the higher cost of lingerie.

We do not hold stock, all stock is posted online. Join our ailing list for notifications on restock, new releases and exclusive discounts. Do not buy another size, as it will not fit. 

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 Boldly Black from the Classic Collection. Join our mailing list to receive notifications on restocks, new releases and exclusive discounts.

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 to start 2021, 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-

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 your tracking number with a link to the email address you used to make your order once your order has been completed.

Please let us know in our contact form at the bottom of this page, 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 in our contact form at the bottom of this page, stating 'Request Order Change', please give your relevant measurements and/or 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 realised you have ordered the wrong size upon receiving your order, please file for a return. We are unable to cover the cost for this.

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 at the bottom of this page and we will be in contact about why there is a delay in your order. Please be aware there are currenty worldwide delays with shipping due to COVID-19. Please leave at least 4 weeks before contacting the shipment server.

We are so sorry and want to get this sorted for you. Please send back the incorrect item and will have this exchanged/refunded for you and will cover shipment costs. Please let us know in our contact form at the bottom of this page stating 'Problem with Reveived Order' with descriptions of incorrect products before sending product back to us. 

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 at the bottom of this page and state 'Problem with Received Order' with all missing product descriptions. We will get this sorted for you straight away.

All lingerie 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 send it to us using our contact form at the bottom of this page, 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.

If you have an account with us, you can request a cancellation. However, if your order has already gone through packaging, we will not be able to process the cancellation. If you do not have an account, please request a cancellation using our contact form at the bottom of this page and state 'Request Order Cancellation'. We cannot guarantee the success of this. If you're still having problems, get in touch with us here and we will make sure to look into this for you.

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 at the bottom of this page, stating 'Return'. We will be in contact with you with the returns process via email if your order is eligible. 

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.

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.

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 at the bottom of this page and we will get it added!

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, 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.

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 are two account areas. ‘My Account’ when placing an order and an account for our social media site ‘MyGI’. Please try to reset your password. If you are still struggling, please let us know using our contact form at the bottom of this page. 

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.