CUSTOMER SERVICE RETURNS AND REFUNDS DELIVERY INFORMATION

You can choose to return your parcel with DHL, Hermes or DPD, by using the return label you have in your parcel:

• -We provide you with a multicarrier label, this means that with the return label included in the parcel, you can choose to return either with DHL, Hermes or DPD.
• -You will receive a Return Tracking number so you can follow the Status of your Return.
• -In case you need a new return label, you can create a new one here.
• -Please note that in case you create a new return label with the link above, you can return to DHL only. 

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

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

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!

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.

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.

In case you need a new return label, you can create a new one here.                                                                                                                                    Simply click here to print an new formular. Remember to fill in all your order details.                                               

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.