Returns & Refunds

We do hope you love your Liena items, however if you would like to to return an item, we have a 14 days return policy. Please note, we do not accept refunds for Outlet items. Please check that your items meet our return requirements below before requesting a return.

How can I return my order?

We operate a 14 day returns policy (including weekends). You must notify us within 14 days using our returns portal. And then you have a further 14 days to send your items back to us. The return period starts from the day delivery was made to your nominated delivery address. Any returns sent to us outside this time frame will not be accepted for a refund. 

Items must be unused, returned in the original packaging and in a re-sellable condition with all security ribbons/labels attached. If your item fails to comply, your return will be denied a refund.

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Please use our Returns Portal to request your return:

  • Step 1: Log in with your order number and email address used to purchase.
  • Step 2: Follow the portal instructions to start your return.
  • Step 3: After you have requested the return, you will receive a link via email to create your Royal Mail returns label.
  • Step 4: Attach your label to your parcel and return your parcel to us. Please make sure your original invoice is inside your parcel. Without this, it may slow down the process.

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Please note: We do not offer free returns. Royal Mail returns are subject to a £4.00 fee which will be deducted from your refund total. We also do not refund your original delivery fee.

You will receive your refund amount within 10-15 working days of us receiving your parcel (providing you comply with the Policy). Please note this does not include weekends or Bank Holidays.

Liena is not responsible for any loss or damage or for any returns made outside of our returns portal.

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EU & Outside UK - Please also use our returns portal to submit your return request. You will be responsible for returning your items at your own expense. You will also be liable for your parcel until it reaches us, so we recommend using a tracked delivery service.

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Return Requirements

  • Return items must be unworn, unwashed, and free of perfume or odour
  • Items must have all tags and labels attached
  • Any security ribbons must remain attached to your item, and not cut or re-attached
  • Items must be returned in the original packaging
  • If items are returned with fake tan, make-up or dirt, your return will be refused
  • Please include your original packing slip inside your returns parcel
  • If your item fails to comply with the above, we may reject your return

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Can I exchange my item?

Although we do not accept exchanges, you can return your unwanted item for a refund and purchase another item as a new order.

 

Outlet Items

Please note, we do not accept refunds for Outlet items as they're in our clearance section. However, we do accept returns for regular Sale Items, as long as they are not in outlet section you are safe to return. Please email us at hello@liena.co.uk if you are unsure.

Refunds

Once we have received your return items, our team will inspect your items and accept or reject your refund. You will receive an email notification once we start your refund. 

If your return & refund is accepted, you will be refunded the amount you originally paid for the item, minus the original delivery cost.

Please Note: it could take up to 10-15 working days to complete the refund.
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Contact Our Team

Any other questions about returns and refunds, please contact our team and we'll be happy to help. Email: hello@liena.co.uk