Delivery & Returns

Delivery options (UK)

Standard delivery, takes 1-3 working days and is free
All orders made are shipped discreetly to the invoice address via Royal Mail recorded to UK addresses. Orders are shipped within 1-2 working day of placing it.

Delivery options (International)

Orders outside UK addresses are shipped via Royal Mail international signed for.

Returns

We aim to dispatch each order within 1-3 working days after your order acknowledgement email is sent. We will send an order confirmation email once the payment has been received and let you know your order has been dispatched. * However, sometimes during holiday periods or other busy periods, deliveries may take longer.

-Make sure that the shipping address is correct, as we are unable to redirect orders once they are on their way to you.

-Unless specified all orders will be shipped using First class Royal Mail Signed For and International signed for service and you will receive your tracking reference number.

-A signature is required for any goods delivered, at which point responsibility for your purchased goods passes to you. If you are not the receiver of the purchase (for example a gift order) then the person who signs for the package confirms receipt and is accountable for the package. If you are not in when your order is delivered and the courier cannot find a safe location to leave the package, they will leave a card and take your order back. Please follow the instructions on the card left by the courier to collect your delivery from your local delivery office.

* Your order will be held at a delivery office for 7 days. After that it will be returned back to us. The original postage charge will apply to re-send the order back to the customer.

DELIVERY TIMES:

UK (excluding the Chanel Islands) 3-5 working days after your order has been dispatched

Western Europe within 5-7 working days

Eastern Europe within 5-7 working days

Rest of the world within 6-8 working days

Any customs or import duties are charged once the parcel reaches its destination country. The recipient of the parcel must pay these charges. We cannot calculate your import duty; you must contact your local customs office for current charges before you place your order to avoid any unexpected charges.

RETURNS POLICY

How To Return An Item

At LISAN LY we believe that you should truly love the products you buy. We are happy to return any item(s)* that you are not happy with, but we do have a few rules. Simply return the item within 7 days of receipt, and we will issue a full refund (excluding original delivery charge). Please allow an extra working day for deliveries during UK bank holidays. We can only reimburse delivery cost for items which are faulty.

1. Please notify us on info@lisanly.com with the subject ?return? to request a refund and we will send you a returns form to fill in and the returnable address. Include with your returned item the signed form, stating the reason for your return and the original print out of receipt.

2. All items sent back to us (including the boxes/packaging) returned complete, in perfect condition, unused, unaltered, unwashed and with the original packaging and with the tag intact. If these conditions are not met, the item cannot be accepted for refund or exchange.

The cost of the return is the sender?s responsibility. Only items that are in their original, unused condition will be refunded, others will be returned to the customers at their own cost

3. Transit

  • We also ask you to use a reliable form of postage, preferably signed for/recorded delivery or trackable.
  • It is important to keep your Despatch Note and Certificate of Posting in a safe place as it will bear a very important, unique reference number. If for any reason we do not receive your parcel or you have a query about your refund, you should quote this number in all communication with us ? without this information we cannot refund you.
  • Lisan Ly will not be held responsible for any returns lost, stolen, or item(s) damaged in transit and you will remain billed for lost items.
  • Please ensure when returning an item for any reason that the item is wrapped in the original packaging.

Return of faulty goods

  • Lisan Ly will not be held responsible for any returns lost, stolen, or item(s) damaged in transit and you will remain billed for lost items.

In the rare and unfortunate event of your Lisan Ly item being faulty, please accept our apologies and request a returns form by emailing info@lisanly.com with ‘returns’ in the subject line. For UK customers, please return any suspected faulty items via Royal Mail Recorded, Signed For or Special Delivery. On further inspection, in the event that your goods are deemed faulty we will reimburse your return postage fee up to the value of £7.75, back onto your card. For goods sent back to us via any other methods, whereby we accept responsibility for the postage fees, we will still only be able to reimburse up to the value of £7.75. This does not affect your statutory rights

If you believe the goods we have supplied to you are faulty, you should return the goods to us together with a note explaining what you believe is the problem, when we receive the item, we will investigate the fault and contact you immediately to arrange an exchange or refund.

Any items with a manufactures imperfection fault which has occurred within two months of purchase due to wear and tear no exchange will be offered. Where possible we will offer to have the item fixed.

We aim for customer satisfaction, so your feedback is always welcomed, please do not hesitate in contacting us at info@lisanly.com if you have any queries, positive feedback or even complaints. For goods sent back to us via any other methods, whereby we accept responsibility for the postage fees, we will still only be able to reimburse up to the value of £7.75. This does not affect your statutory rights

Items that have been worn, used, or altered will not be accepted for return or exchange.

How will I know when my order has been refunded to me?

As soon as your return has been processed by our warehouse, we?ll email you to let you know. Refunds will be processed within a maximum of 30 days after receipt. However we do not want to keep you waiting, so it should be much speedier. You will receive an email to confirm once the refund has taken place but it may take a few days to show on your bank statement.

Please note we will only refund the postage and packaging charge for sending the product to you if the product is damaged, faulty, or does not match your order.

*Please do not send any payments with your returns.

Exchanges

  • Exchanges will be dealt with as soon as we receive your returned goods. If the exchange is for something of a higher value we may require some of your card details again. Alternative products can be exchanged according to our stock availability. If we do not have the desired replacement you will receive a full refund and an email confirming this.
  •  If your clothing item is in new condition, you may exchange your clothing item for a different size or colour. You will have to pay for return shipping.
  • To exchange an item for a new size please email us at info@lisanly.com, the item details and the new size details and we will action this upon receipt of the unsuitable item.

Payment Policy

Once we have received and processed your returned items, all refunds will be credited to the purchaser?s original method of payment. The received goods must be in original unused condition, have not have been used or tampered with and intact. If you have not heard from us within 5 days, please email us at info@lisanly.com.

In the case of an error when placing an order or change of mind a full refund will be credited to your original method of payment. Please notify us immediately if this is the case.

No admin charge will apply if we are notified within 12 hours of placing your order before it is processed and dispatched. A ?3.50 charge will be applied to cover the admin costs if the order has been dispatched.

Back Orders

If an item goes on back order we will ship you the part of your order that is in stock. When the item becomes available we will ship you the rest of your order. You will not be charged any additional shipping and handling for the second shipment.