Refund policy

Effective from: 29th March 2023
Last updated: 30th August 2025

This policy outlines your rights when returning eligible goods purchased from CARMEN LIU LINGERIE, operated by Carmen Liu Group Ltd.

Returns Window
We accept returns on eligible items as follows:

• Full-priced items: within 30 days of the delivery date

• Sale items: within 14 days of the delivery date

The delivery date is determined using the tracking information linked to your order. This policy does not affect your statutory rights.

Hygiene & Return Eligibility
Due to hygiene reasons, only items that are unopened and sealed with their original hygiene strip intact are eligible for return or exchange.
Items that are returned in a used, opened, or unsealed condition will not be refunded or exchanged and will be safely disposed of.

Faulty or Incorrect Items
If you have received a damaged, faulty or incorrect item, please contact our team within 14 days of receipt. You may be asked to provide a photograph of the issue before we can proceed with a refund or replacement.

Refunds & Exchanges
Customers can choose between:

• A refund to the original payment method

• A refund to a Carmen Liu Lingerie gift card (store credit)

• An exchange for the same item in a different size or colour

Exchange items are shipped at no additional cost once the returned item has been received and approved.

Return Process
To make a return, customers must first submit a Returns Request Form. Once approved, you will receive instructions on how to return your item(s), including the correct return address.

Returned items must:

• Be securely packaged and in their original condition

• Include the returns slip provided in your original parcel

• Be sent via a tracked service, we recommend retaining proof of postage

• Be marked clearly as ‘returned goods’ if shipped from outside the UK

You are responsible for the cost of returning your items, unless they are faulty or incorrect.

We do not refund original shipping charges or any customs duties or import taxes paid on your order if you choose to make a partial or full return.

Returned items remain the customer's responsibility until received at our facility.

Processing Times
Please allow up to 10 working days for returns to be inspected and processed once received. Refunds may take a further 3–5 working days to appear in your account, depending on your payment provider.

For step-by-step instructions, please see our Returns & Exchanges page.