Lipsy UK

Lipsy UK Return Policy

Will I get my delivery on the Bank holiday?

Please be aware that parcels will not be delivered on the Bank holiday Monday and that you should receive your parcel on the Tuesday of that week for orders placed on the Saturday and before 10pm on the Sunday.

Can you leave the delivery at an agreed hiding place?

For UK and Northern Ireland deliveries, If no one is available to accept delivery of the parcel, the courier will do their best to leave the parcel in a secure location or as per your instructions when placing the order. If this isn’t possible, the parcel will be taken back to the depot. In both cases, a card will be left informing you of the attempted delivery. The only exception is for items £120 and over. For these, we require the signature of the person the item/s are being shipped to.

Can someone else sign for my delivery?

Yes, anyone at the specified delivery address can sign for the goods.The only exception is for items £120 and over. For these, we require the signature of the person the item/s are being shipped to.

Can you deliver to a different address other than my billing address?

This is possible, but please remember to tick the box indicating that the billing address will be different when going through the checkout. If you are placing your first order the delivery address must be located in the same country as the billing address for security reasons.

For security reasons, your first order can only be shipped to the cardholder’s billing address.

What can I do if my parcel does not arrive on time?

Please contact our Customer Service team at customerservices@lipsy.co.uk or call 0333 777 4588 if you have not received your order 10 days after dispatch of your order for further advice, in order for us to deal with your query you must contact us within 28 days of dispatch of your order.

Can I track the delivery of my parcel online?

If you are within the UK you should receive an Order Dispatch email (this will arrive after your Order Confirmation email) containing a link that you can follow to track the status of your order. You will also be able to see this link in your account information order history.

Unfortunately items being shipped outside of the UK cannot be tracked at present.

Do you ship outside the UK?

Yes we do however for all International orders, please note that delays may occur in customs and these delays are beyond our control.

Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be.

Customs policies vary widely from country to country; you may want to contact your local customs office for further information. Please be aware that we are unable to ship any form of aerosol product including body sprays and dry hair shampoo to international countries where air transport is required. This is due to regulations put in place by these travel companies.

Do you ship to BFPOs?

At this time, we do not ship to BFPOs.

Can you ship to my work address?

We can deliver place of work but we do not deliver to PO Box addresses. If you want your delivery to reach you at work, you need to make sure that someone will be there to take receipt of the goods as the courier will deliver to the place and not the person!

DELIVERY CHARGES AND INFORMATION

United Kingdom (inc. Northern Ireland), Channel Islands and Isle of Man: £3.75

Next day delivery is available to most locations in the United Kingdom (excluding the Highlands) when the order is placed before 10pm Monday-Friday (excluding Bank holidays when delivery will take a day longer). For the following locations and Northern Ireland we offer a 3 -5 working day delivery service – Highlands, Channel Islands and the Isle of Man. When placing your order, you will be given the option to pick a time (AM or PM) and date for delivery. This is based on your post code, time your order is placed and courier availability. Saturday delivery is available for some locations. Most orders will be delivered between 8am and 6pm. Please note that delivery times cannot be guaranteed and that deliveries can be made by an alternative courier and can take longer.

If no one is available to accept delivery of the parcel, the courier will do their best to leave the parcel in a secure location or as per your instructions when placing. If this isn’t possible, the parcel will be taken back to the depot. In both cases, a card will be left informing you of attempted delivery. For orders with items over £120, a signature is required by the person who the order is being delivered to.

Please note, this service is not available during busy/sale periods. Allow 5 – 10 working days for your delivery in these cases (7 – 10 for Northern Ireland).

Before we can consider a delivery as lost, we ask that you allow up to 10 working days from the date of dispatch before contacting Customer Services.

Republic of Ireland Delivery – £5.00

Delivery charge: £5.00

We aim to have your order with you within 3 – 5 working days. Please allow 7 – 10 working days for some locations and during Sale. We are required to wait 31 working days from the date of dispatch before we can claim a parcel as lost.

European Union Delivery – £5.00

Delivery charge: £5.00

We aim to have your order with you within 5 – 7 working days. Please allow 7 – 10 working days for some locations and during Sale. We are required to wait 31 working days from the date of dispatch before we can claim a parcel as lost.

This service covers the following countries/regions:

Azores, Austria, Belgium, Bulgaria, Corsica, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Madeira, Malta, Netherlands, Poland, Portugal, Reunion, Romania, Saint Pierre and Miquelon, Sardinia, Sicily, Slovakia, Slovenia, Spain, Sweden

Rest of Europe Delivery – £5.00

Delivery charge: £5.00

We aim to have your order with you within 5 – 7 working days. Please allow 7 – 10 working days for some locations and during Sale. We are required to wait 31 working days from the date of dispatch before we can claim a parcel as lost.

This service covers the following countries/regions:

Aland Islands, Albania, Andorra, Armenia, Azerbaijan, Belarus, Bosnia and Herzegovina, Croatia, Faroe Islands, Georgia, Gibraltar, Greenland, Iceland, Kazakhstan, Kosovo, Liechtenstein, Macedonia ,Moldova, Monaco, Montenegro, Northern Cyprus ,Norway, Russian Federation, San Marino, Serbia, Spitsbergen, Svalbard and Jan Mayen, Switzerland, Ukraine, Vatican City

This service does not cover Turkey. Please see Rest of the World for your delivery charge.

USA and Canada Delivery – £5.00

Delivery charge: £5.00

We aim to have you order with you within 5 – 7 working days. Please allow 10 – 14 working days for some locations and during Sale. We are required to wait 31 working days from the date of dispatch before we can claim a parcel as lost.

This service covers only mainland USA and Canada. For outlying islands, please see Rest Of The World for your delivery charge.

Far East and Australasia Delivery – £5.00

Delivery charge: £5.00

We aim to have your order with you within 5 – 7 working days. Please allow 10 – 14 working days for some locations and during Sale. We are required to wait 31 working days from the date of dispatch before we can claim a parcel as lost.

This service covers the following countries/regions:

Australia, Brunei, China, Cook Islands, East Timor, Hong Kong S.A.R. Of China, Indonesia, Japan, South Korea, Macau S.A.R. Of China, Malaysia, Mongolia, New Caledonia, New Zealand, Niue, Norfolk Island, Papua New Guinea, Philippines, Singapore, Solomon Islands, Taiwan, Tasmania, Thailand, Tokelau, Vanuatu.

At this time, we do not ship to Cambodia, North Korea, Laos, Myanmar or Vietnam.

Rest of the World Delivery – £5.00

Delivery charge: £5.00

We aim to have your order with you within 5 – 7 working days. Please allow 10 – 14 working days for some locations and during Sale. We are required to wait 31 working days from the date of dispatch before we can claim a parcel as lost.

At this time, we do not ship to the following countries:

Afghanistan, Algeria, Angola, Benin, Bhutan, Botswana, Burkina Faso, Burundi, Cameroon, Cape Verde, Central African Republic, Chad, Cocos Islands, Comoros, Congo, Democratic Republic of the Congo, Cote d’Ivoire, Cuba, Djibouti, Dominica, Dominican Republic, Equatorial Guinea, Eritrea, Ethiopia, Gabon, Gambia, Ghana, Guinea-Bissau, Haiti, Holy See, Iran, Iraq, Jamaica, Kenya, Kiribati, Liberia, Libya, Madagascar, Malawi, Mali, Martinique, Mauritania, Mauritius, Mayotte, Morocco, Mozambique, Namibia, Nauru, Niger, Nigeria, Pakistan, Rwanda, Senegal, Sierra Leone, Somalia, Sudan, Suriname, Swaziland, Tanzania, Tunisia, Uganda, Western Sahara, Yemen, Zambia or Zimbabwe

RETURNS INFORMATION

What if I need to return an item?

We cannot imagine that you would want to return any goods after all the compliments you’ll receive when you’re out and about in Lipsy! In the unlikely event that you are not entirely satisfied with your purchase or the item is not to your taste, you can simply return them to us within 21 days of despatch in their original, saleable condition with a returns note stating the reason for return.
When trying on items, please ensure that they are not kept in contact with anything that may mark or add a scent to them such as drinks, perfume, deodorant and cigarettes. We will not be able to refund any items where there is evidence that these instructions have not been followed.
Please allow 10 working days from our receipt of your returns for us to process a refund. The time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase. If there is a problem with issuing a refund to your card, our customer service team will contact you.

What happens if I return my order after the 21 days?

If an order is returned outside of the 21 day policy (excluding orders sent to addresses outside of the UK and returns under the Distance Selling Regulations) the amount will be refunded back onto a Lipsy Return Card rather than your original method of payment. Lipsy Return Cards can be redeemed on the Lipsy website, www.lipsy.co.uk, and in Lipsy stores (excluding concession stores). After 21 days have passed we cannot refund you onto your credit/debit card for your returned item (except where returns are under the Distance Selling Regulations or delivery addresses are based outside of the UK), nor are we able to send it back to you so please look closely at the despatch date before returning your order. You will receive a dispatch email on date of dispatch.

You can check your Gift Card balance by logging into your account and clicking Gift Card balance. Alternatively you can ring the following number: 0333 777 4588 (UK) or 1890886111 (ROI) (UK calls are charged at a national rate).
Return cards cannot be used as payment against pre-order items. Please allow up to five days for the delivery of your Return card, if the value of the Return card is £30.00 or more a signature will be required upon delivery.
Please note that return cards that are received after returning a store bought item to a store cannot currently be used on www.lipsy.co.uk.

How do I return an item?

Items should be returned new, unused, and with all LIPSY garment tags still attached. VIP collection products must have the DO NOT REMOVE Tag attached. Non faulty VIP stock cannot be returned without the tag attached. Your legal rights are not affected.

Complete and detach the returns note on your dispatch note and enclose it together with your returns items inside your parcel within 21 days. Goods returned without this information may not be processed

Peel off the return label and attach it to the outside of your parcel

What happens if I return my order after the first 21 days?

If an order is returned outside of the 21 day policy (excluding orders sent to addresses outside of the UK and returns under the Distance Selling Regulations) the amount will be refunded back onto a Lipsy Return Card rather than your original method of payment. Lipsy Return Cards can be redeemed on the Lipsy website, www.lipsy.co.uk, and in Lipsy stores (excluding concession stores). After 21 days have passed we cannot refund you onto your credit/debit card for your returned item (except where returns are under the Distance Selling Regulations or delivery addresses are based outside of the UK), nor are we able to send it back to you so please look closely at the despatch date before returning your order. You will receive a dispatch email on date of dispatch.

You can check your Gift Card balance by logging into your account and clicking Gift Card balance. Alternatively you can ring the following number: 0333 777 4588 (UK) or 1890886111 (ROI) (UK calls are charged at a national rate).
Return cards cannot be used as payment against pre-order items. Please allow up to five days for the delivery of your Return card, if the value of the Return card is £30.00 or more a signature will be required upon delivery.
Please note that return cards that are received after returning a store bought item to a store cannot currently be used on www.lipsy.co.uk.

How do I return to the Lipsy store?

• Take the item and the delivery note (without this we are unable to process your return)to your nearest participating Lipsy store. A list of participating stores can be found below, excludes concessions and Lipsy stockists.
• Your item will then be checked and a till receipt will be issued as proof of your return
• Please retain this receipt until the items have been credited to their original method of payment

For terms and conditions please click here

Participating Lipsy Stores:

(excluding Lipsy concessions)

I want to return an item but have lost my dispatch note, what do I do?

Don’t worry just send back your item within 21 days in its original condition and enclose a piece of paper with the following details on it:

• Your order number (will be on your order confirmation and dispatch emails)
• Description e.g. Open Back Sundress
• The size
• Item number (will be on the items label)
• The quantity that you are returning
• The appropriate return code/reason letter as shown below:

A – Faulty/Poor quality
B – Not liked
C – Too long
D – Too short
E – Too big
F – Too small
G – Fabric/Material
H – Colour
J – Ordered for choice
K – Incorrect item received
M – Arrived too late

The returns address is:
Lipsy Limited
Unit 1
Wensleydale Warehouse
West Yorkshire Industrial Estate
Toftshaw Lane
Bradford
BD4 6TD

How will I know if you have received my returned parcel?

We strongly recommend that you return your parcel by recorded delivery as this will allow you to track the whereabouts of your parcel online. Once we have received your parcel and processed your items we will send you an email to confirm that it has been returned and the monies credited to your account. Please remember that some banks may take up to 10 days to show the refunded monies in your account. In order for us to deal with your enquiry please contact us within 21 days of return if you have not been refunded your monies.

Can I return an item I bought from a store to you?

Unfortunately, we cannot accept return items purchased from stores. This includes our Lipsy stores, Lipsy concessions or any boutiques. You will need to return these to the store from which they were purchased. Please note that we cannot accept responsibility for any items returned to us that were not purchased from this website.

Can I return items back to you for repair?

We cannot repair items for you. If the item is faulty and was purchased from lipsy.co.uk please return it to the address below.

Can I return jewellery?

For hygiene reasons, we cannot accept returns on earrings unless faulty. The standard returns policy applies for all other jewellery unless otherwise stated.

Can I return swimwear?

Swimwear items should be returned in their original packaging and where relevant, with their original hygiene slips in place.

Can I return lingerie?

Lingerie items should be returned in their original packaging and where relevant, with their original hygiene slips in place.

Can I return tights?

Tights must be returned in their original packaging and in good condition.

Can I return nail polish?

For hygiene reasons, we cannot accept returns on nail polish unless faulty.

Can I return false lashes?

For hygiene reasons, we cannot accept returns on false eyelashes unless faulty.

How long will it take to get my refund?

Please allow 10 working days from receipt of your return confirmation email. This time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase. If there is a problem with issuing a refund to your card, our customer service team will contact you. However in order for us to deal with your enquiry please contact us within 28 days of return if you have not been refunded your monies.

What amount will I be refunded?

Delivery charges are non refundable (unless all items in the order are returned or in the unlikely circumstance that your item was faulty or incorrect on delivery, in these cases, we will refund the original delivery charge) so you will be refunded the full value of the items returned less the delivery charge. If a discount was applied to your original order, the amount refunded will be adjusted accordingly. The cost and care of returning the item(s) is your responsibility, therefore we strongly recommend that you send the parcel by recorded delivery and keep a copy of the recorded delivery number just in case your parcel goes missing. Lipsy is not responsible for items lost by the delivery services in the returns process.

Can I cancel my order after it has been placed?

Once your order has been placed it will immediately begin to be processed, therefore there is no way to cancel it at this stage, however under the Consumer Protection Regulations 2013 you have the right to cancel your order within 14 working days following receipt of your goods. Please be aware that your right to cancel does not apply to certain products that we sell, for example, toiletries and cosmetics, or pierced earrings. You must inform us of your wish to cancel in writing within 14 working days following the date of receipt and must take reasonable care of the products and not use them. You should return products to us in their original packaging, wherever possible, as soon as possible after informing us of your wish to cancel. If you return products to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage.

For full details of your rights under the Distance Selling Regulations, please contact your local Trading Standards office or Citizens’ Advice Bureau. We do not pay for the return of goods. We will refund your money within 30 days of our receipt of the cancelled goods, provided that those goods are in their new and unused condition. You do not have to provide any reason for cancellation.

Can I have an exchange instead of a refund?

Unfortunately we do not offer any exchanges. You will need to place a new order on the Lipsy website and return the original item for a refund.

What if I received a faulty item?

If the item you received is faulty, please return the item to the above address, following the procedure as outlined above. Please ensure that you mark the return reason as Faulty on your dispatch note. We can only refund the original delivery charge with this information. Please note we inspect all returns for faults. If an item is found not to be faulty, delivery will not be refunded.

What if I received the wrong item?

If the item you received is incorrect, please return the item to the above address, following the procedure as outlined above. Please ensure that you mark the return reason as Incorrect on your dispatch note. We can only refund the original delivery charge with this information. In order for us to deal with your query you must contact us within two weeks of receipt of your order.

What if I think you have refunded me the wrong amount?

Regrettably mistakes can happen. If you think you have been refunded the wrong amount please contact Customer Services atcustomerservices@lipsy.co.uk or call 0333 777 4588 quoting your order number and the required refund amount. In order for us to deal with your query you must contact us within two weeks of receiving your refund.

What if part of my order is missing?

In the unlikely event that you have received your order and an item is missing, please contact Customer Services at customerservices@lipsy.co.ukor call 0333 777 4588 quoting your order number and the missing item and they will investigate the matter further. In order for us to deal with your query you must contact us within two weeks of receipt of your order.

For more information visit Lipsy UK