HOW TO RETURN ITEMS
We hope you will love everything that you order from us but if something isn't quite right, you have 30 days to send it back to us. Sale items must be returned within 14 days.
We will refund the purchase price, minus a CHF 3.5 processing fee.
ONLINE PURCHASES
1. Proceed to 'Request a return' to process your return via the return portal.
2. Ensure your return form is included in your parcel. If you need a new form, please click here and fill in your order details.
3. You can find detailed instructions in the returns portal, or from the options below.
Right of withdrawal
Under EU consumer protection law, you have the right to withdraw from your contract. This means you can cancel all or part of your purchase within 14 days of receiving your order, for any reason, unless a statutory exception applies.
We offer a 30-day return policy for items purchased at full price, for sale items a 14-day return policy applies. In both cases, the return period begins on the day you receive your order.
How to exercise your right of withdrawal
You can let us know you wish to withdraw in a clear and straightforward way using any of the following options:
Use the withdrawal/return function in your online account.
Complete and submit the return form included with your order.
If you need more support, you can contact our Customer Service team via email or your preferred channel.
Returning your items
Once you’ve notified us of your withdrawal:
Please return the items without undue delay using the prepaid return label included in your package.
You may combine items from multiple orders in one parcel; however, return costs are applied per order, not per parcel.
Damaged or faulty items
If you receive a damaged or defective item, please indicate this clearly when submitting your withdrawal or return request so we can assist you as quickly as possible.
Refunds
Refunds are processed within 14 days of receiving your returned items or proof of return.
We will issue your refund using the same payment method used for your original purchase.
Switzerland
Visit UPS.com to register your return, print a new return label, and schedule a pickup.
Visit UPS.com to register for a collection of your return shipment and then take your package to the nearest UPS Access Point. UPS will issue you a collection receipt with a tracking number, which you can use to track your package.
Click here to arrange for UPS to collect your return shipment and to receive a return label to print out yourself. As soon as we have processed your return, you will receive a confirmation email from us.
Be sure to keep hold of your receipt in the meantime, since the responsibility of the return is yours until it reaches us.
Restrictions
While our fragrances and candles are tested to ensure that they are safe to use, some contain flammable substances and therefore have special transportation requirements and rules for returns. Please follow these steps:
1. The item must be unopened and 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 must print and attach a new one.
2. Fill the box with paper or another filler to ensure the product is secured.
3. Follow the COS returns procedure on your delivery note.
Please be aware that if your original order contained multiple items and are returning an item that isn’t dangerous, you must remove the LQ Dangerous goods label from the packaging.
FREQUENTLY ASKED QUESTIONS ABOUT RETURNS
Click here to print the form. Please include all the details of your order.
Use one of our label free return options above or contact our Customer Service team who will advise.
Please note that items purchased online cannot currently be refunded or exchanged in any of our stores.
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