Returns and Exchanges
We want you to feel confident shopping with CARMEN LIU LINGERIE. Whether you’re considering a purchase or need to return or exchange an item, this page will guide you through our process.
We gladly accept returns and exchanges on eligible items. Please review the information below before starting your return.
Return Timeframes
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Full-priced items: return within 30 days of delivery
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Sale items: return within 14 days of delivery
(Return windows are based on the delivery date shown on your tracking. Your statutory rights are not affected.)
What Can Be Returned
Due to hygiene reasons, only unopened items with their hygiene seal fully intact are eligible for return or exchange.
Opened, used or unsealed items will not be accepted and will be disposed of.
If you’ve received a damaged or incorrect item, please contact us within 14 days of delivery and include a photo of the issue.
Refunds or Exchanges
You may choose:
- A refund to your original payment method
- A refund to a Carmen Liu Lingerie gift card (store credit)
- An exchange for a different size or colour
Exchanges are shipped free of charge.
How to Start a Return
- Make sure your item is eligible (see above)
- Complete our Returns Request Form via your customer account
- Wait for approval before sending anything back
Once approved, you’ll receive return instructions and address details by email.
Sending Your Return
- Use a tracked postal service and keep your proof of postage
- A returns address label is included with your original order. If you’re returning in person at a postal office, this label can be used
- If purchasing postage online, simply address the parcel manually
- For international returns, clearly mark the parcel as ‘returned goods’
- Include your completed returns slip inside the parcel
- Please email us your tracking number once your return has been posted
- Ensure items are securely packaged and in their original condition
Once received, please allow up to 10 working days for us to process your return or exchange.
For full policy terms, please see our Return & Refund Policy.
