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Returns and Exchange Policy

Thank you for shopping with us at Carmen Liu Lingerie.

We are happy to accept returns for products, as long as the products are returned in their original condition and subject to our returns policy below. We can offer an exchange for the same item in an alternative size, store gift card or a full refund for the value paid of the returned item (excluding postage).

Any sale items are non-exchangeable and non-refundable.

Return Time Frame

If you would like to return an item, you must notify us within 14 calendar days of receiving your order (the delivered date shown on order tracking). Please request your return via the contact form at the bottom of our FAQ/Help Centre. From this date, you have a further 14 calendar days to return the item for a refund or exchange.

Upon receiving the return, we aim to refund you within 14 calendar days. If you requested an exchange, we will be in contact via email to process your request. You have 14 calendar days from the date of email to respond with your exchange preferences. After this time, you will be sent a Carmen Liu Lingerie gift card.

If you request a return for an item within the above time frames, but are unable to send the return, please get into contact with us via the contact form at the bottom of our FAQ/Help Centre, and we will do everything we can do to help. Any refund/exchange will be at our discretion.

We don't accept returns after the time frames above. If a return is attempted, we may have to send it back to your original delivery address and ask you to cover the delivery costs.

Product Condition

Hygiene and product quality incredibly important to us. All products must be sent back in the original condition received in, including being unused and undamaged. We will not accept any item/s which has been damaged by the customer. Types of damage include, but are not limited to;

  • Stains (make-up, bodily fluids)
  • Broken or stretched elastic
  • Discolouration
  • Odour
  • Ripped product tags

All products are inspected on return. Any item/s damaged, worn or in an unsuitable condition will be refused by Carmen Liu Lingerie and sent back to the original delivery address. You will be asked to cover delivery costs.

If you have received a faulty item (very unlikely as we inspect all lingerie before sending), please contact us via the contact form at the bottom of our FAQ/Help Centre with all information regarding the faulty product. Please take a picture of the fault as we may ask to see this. We will cover return costs and have new products sent out to you.

Customer Responsibility

Items should be sent back in the same way they were received, in their original condition and packaging. It is your responsibility to ensure all items reach us safely, please remember to keep proof of shipment when sending your return to ensure your rights are covered. If you are unable to supply proof of return shipment date, we hold the right to refuse any return received after 28 days of delivery.

Cost of return is to be covered by the customer. In the unlikely event that the delivered product is faulty or incorrect, Carmen Liu Lingerie will cover all shipment costs. In the case that Carmen Liu Lingerie covers the cost of shipping, this will only include standard tracked shipping, we will only cover up to £5 for UK returns and $30 for US returns, or equivalent to for rest of world.

Carmen Liu Lingerie sizes differ to all other brands, we kindly ask you to measure yourself and refer to our size guides before buying any products. This is extremely important so the lingerie can complete its job effectively. The is noted on all product pages and size guides. We will not cover shipment costs for purchasing incorrect sizing.

If Carmen Liu Lingerie are charged import taxes from incorrect shipment labelling, the customer holds the responsibility to pay this fee. Returned merchandise/ returned goods should be stated to over this charge.

Christmas Policy

This policy covers all goods purchased from our new website carmenliulingerie.co.uk from Tuesday 1st December 2020 to Friday 15th January 2021. The usual 28-day Return and Exchange Policy applies.

The below conditions apply to all orders bought in this time period:

  • All returns will be processed from January 2021
  • We hold no responsibility over delays in shipment. We are dispatching orders from 16th December in aim of customers receiving them in time for Christmas, although this cannot be guaranteed. No refund will be given if shipment is delayed.
  • All packaging from the holiday packs must be returned, including all individual packaging, and the outer sleeve.
  • Any returns of a gift will be refunded back to the original payment method.

Orders placed after 12pm Friday 18th - Sunday 27th December 2020 will be dispatched on Monday 28th and Tuesday 29th December 2020, dependant on the amount of orders placed. Any orders not sent out on these days, will be shipped from Monday 4th January 2021.

Orders placed from Wednesday 30th December-Sunday 3rd January 2021 will be dispatched from Monday 4th January 2021.

Over the Christmas Holiday Season, our customer care services will be operating over reduced hours. Please do get in contact with us with any issues, however our responses will be delayed. Our online store will remain open. 

Please visit our FAQ/Help Centre for more information.

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