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Our returns are free and easy. We hope you will love everything that you order from us but if something isn't quite right, you have 14 days to send it back to us.

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.

Please note that items bought online cannot be refunded or exchanged in any of our stores.

Make-up and skincare products cannot be returned for hygiene reasons.

Underwear briefs, bodies and pierced jewellery cannot be returned unless faulty, and swimwear must have the hygiene strip.

We do not accept returns of garments purchased in store through our online returns service. However, don’t worry! If you were unable to return your item during the temporary store closure, we’ve extended our returns policy to 45 days from when your local store has reopened. For updated information on opening times, head to our store locator.

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.

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. You can create a replacement label 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, it can take up to 14 days to receive and complete your return.

Be sure to keep hold of your receipt in the meantime, since the responsibility of the return is yours until it reaches us.

New return form?

Simply click here to print another. Remember to fill in all your order details.


Need further information regarding returns?

Read more in our FAQ here.

When will you receive my return?

Your return will take up to 14 days to reach us and be processed. If it's been longer, please contact Customer Service with proof of return, e.g. collection receipt, drop off slip.

When will I receive my refund?

You can expect your refund to be processed within 14 days of sending the parcel back to us. You'll be refunded in the same way you chose to pay. We'll always send you a Return Confirmation email when we have received your return and are processing your refund payment.


Card Payment Klarna - Once your refund has been processed, it will be visible in your bank account within 10 days (although it’s normally much quicker than this).


Paid with Pay Later - Klarna will provide your new Pay Later balance once your return is processed. This will include instructions on how to make a payment and details of any remaining balance.


Klarna Slice It - Klarna will provide your new statement once your return is processed. This will include instructions on how to make a payment if there’s a remaining balance.


PayPal - Your refund will be processed as soon as our warehouse receives your return. PayPal will send you a separate email confirming this.

If you haven't received your return or refund confirmation from us, please get in touch here. Remember you can speak to Klarna directly for any Card, Pay Later or Slice It help.

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.