Returns & Exchnage Policy
Thank you for shopping with us at CARMEN LIU. We are happy to accept returns for items, as long as the items are returned in their original condition and subject to our returns policy below.
We can offer an exchange order 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).
All sale items are non-exchangeable and non-refundable. Items purchased with a discount code are eligible subject to our returns policy below.
Return Time Frame
If you would like to return an item, you must request your return via the contact form on our Help & FAQ page within 14 calendar days of receiving your order (delivered date shown on order tracking). From this date, you have a further 14 calendar days to send the item.
Once a return is received we aim to process them within 14 calendar days. We may contact you about your exchange order if an item in no longer available, if we do not receive a response within 3 calendar days we will automatically process a refund on the item.
If you request a return for an item within the above time frames, but are unable to send the return in time, please get into contact with us via the contact form on our Help & FAQ page 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.
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 which has been damaged by the customer. Types of damage include, but are not limited to;
Stains (make-up, bodily fluids), Broken or overstretched elastic, Discolouration, Odour, and Ripped materials or product tags.
All items are inspected on return. Any item damaged, worn or in an unsuitable condition will be refused and disposed of by CARMEN LIU.
If you have received a faulty item (very unlikely as we inspect all items before sending), please contact us via the contact form on our Help & FAQ page with all information regarding the faulty item. Please take a picture of the fault as we may ask to see this. We will cover return costs and have new items sent out to you.
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 the return postage tracking and payment. If you are unable to supply proof and we do not receive the returned items, we hold the right to refuse the return.
Cost of return is to be covered by the customer. In the unlikely event that a delivered item is faulty or incorrect, CARMEN LIU will cover all shipment costs to replace the item. CARMEN LIU will only cover the cost of standard tracked shipping up to £5 for UK returns and $30 for US returns, or equivalent to for rest of world. Expedited services or courier services are not covered.
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.