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Free returns and a full refund

To us, no order is complete until you are fully satisfied, this is why we make returns FREE and easy. If something isn’t quite right, you have 30 days to return. 

Please note, it can take up to 14 days to receive and complete your return. If it's been longer than this, please contact customer service with proof of return, e.g. collection receipt, drop of slip. We always try to be as fast as possible, but during busy periods (such as gift givings holidays and sales) it can take a little longer.

A return form is included in your parcel. If you no longer have this form, simply print and fill in all required information in a new form.

Log in to our returns portal with your order number (found on your order confirmation) and email address, and let us know what you want to return and why. You can return more than one order or parcel at once, as long as you include all relevant return notes in the parcel.

Note: You don't need to fill out the paper return form but please include it in your parcel. If you are returning a faulty item or incorrect item, please fill out and include the return form on the delivery note instead.

Once your return is registered in the portal, select one of the below options to make your return. 

When we have processed the return you will receive a confirmation email. You can expect this within two weeks of sending your return back to us. Be sure to keep hold of your receipt in the meantime!


Responsibility for the return is yours until the parcel reaches us. Please remember to ask for a proof of postage, when returning the package through your preferred return option (choose below).

We ask that items are returned clean, unworn and with all their tags attached. Shoes must be returned with their original boxes. For hygiene reasons underwear briefs, pierced jewellery, make-up and skincare products cannot be returned. Swimwear briefs and swimsuits can only be returned if the sanitary liner strip is intact.

Naturally any faulty items can be returned. Any non-faulty items that are not in a condition suitable for resale (i.e. used, washed, soiled or damaged), will not be refunded and will be sent back to you. 

If you’re feeling unsure about our sizing, please head over to our size guide and check the measurements. The returns are always free, but we ask that you keep them to a minimum so that we together can reduce the environmental impact caused by unnecessary freights.

New return form

A return form is included in your parcel. If you no longer have this form, simply print and fill in all required information in a new form.

Return with DHL
1 . Take your parcel to your nearest DHL Pick Up Point.
2. DHL will provide you with a drop-off receipt where you can track the parcel's progress.
3. If you need a replacement return label, you can create one here.

Return with DPD (Only for express delivery orders)
1. Take your parcel to your nearest DPD Parcel Shop.
2. DPD will provide you with a collection receipt. With this you can track the parcel's progress. 
3. If you have misplaced your return label, you can create a new one here.

Return with Instabox

For Home Delivery Orders:
You can select a date and time for the return to be collected from your home address through the Instabox tracking page.

For Locker Delivery Orders:
You can select a locker location through the Instabox tracking page. Once you have booked a locker you will receive instructions on how to return.

Please note that you do not need to print the return label from the portal if you use the self-adhesive return label included on the Delivery note.

We always try to be as fast as possible, but during busy periods (such as gift giving holidays and sales) it can take a little longer.

Klarna
You will receive confirmation of your return booking within 14 days of returning it back to us. If you have not received your return confirmation from us within that time, please contact our customer service All refund information will come directly to you from Klarna.

PAY NOW – You can expect to receive a refund confirmation email from Klarna soon after your return is processed, your refund will be visible in your bank account within 14 days but is usually much faster than this.

PAY LATER – You will automatically receive an updated Pay Later balance from Klarna once your return is processed, this will include any instructions on how to make your payment if you have a remaining balance.

SLICE IT – You will automatically receive an updated statement balance, when your return is processed, this will include any instructions on how to make your payment if payment is due.

Paypal
You can expect to receive a refund within 14 days of sending it back to us. Once we have processed the return you will receive a return confirmation email.

Although fashion is meant to be available for everyone, some of our cosmetics classified as dangerous goods can’t be delivered to all locations due to transportation restrictions. E.g. nail polish, certain perfumes and nail polish removers as well as pressurised spray cans. At the same time, all our beauty items are tested to ensure that they are safe to use.

This label is used to inform the carrier that the package contains flammable substances and has special transportation requirements.

How to return dangerous goods:
If you wish to return items containing flammable substances, you need to be aware that there are special transportation requirements. Please follow these steps:

1.   The product must be packed in a box with the LQ Dangerous goods label attached. If you use the original box, then the label is already attached. If you use a different box or the label is damaged, you need to print a new one.

2.   Fill the box with paper or filler so that the product sits securely.

3.   Follow the normal return procedure on your delivery note.

Please note, if you are making a return WITHOUT any dangerous goods, you must remove the LQ Dangerous goods label from the box.

 

For purchases made in one of our stores, bring your original receipt with you to the store. We ask that items are returned clean, unworn and with all their tags attached. Please note that all items purchased in our stores can not be returned. These are: underwear and swimwear bottoms, cosmetics, face masks, earrings and gift cards.