RETURN AND GET A FULL REFUND
We hope you will love everything that you order from us but if something isn’t quite right, you have 30 days to return.
We’ll give you a full refund by the same method you used to pay, and we ask that items are returned clean, unworn and have all their tags on.
For hygiene reasons, underwear briefs, bodies and pierced jewellery cannot be returned or exchanged unless faulty, and all swimwear must still have the hygiene strip.
How to return:
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!
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.
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 here (English version) or here (German version).
New return label:
At the moment we can't provide a replacement return label. Don't worry though, if you post your parcel back and pay for shipping, just contact us at Customer Service with your proof of return and we will reimburse you.
RETURN RESTRICTIONS – DANGEROUS GOODS
About dangerous goods
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 or exchange 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 and exchange 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.
If you are missing the self-adhesive return label found on the Delivery note, please contact our Customer service.