Returns and Exchange Policy
Thank you for shopping with us at Carmen Liu Kids.
We are happy to accept returns, as long as products are returned in their original condition and subject to our returns policy below. We can offer an exchange for the same item in an alternative size, store gift card or a full refund for the value paid of the returned item (excluding postage).
Any sale item is non-exchangeable and non-refundable.
Return Time Frame
If you would like to return an item, you must notify us within 14 calendar days of receiving your order (the delivered date shown on order tracking). Please request your return via the contact form at the bottom of our FAQ/Help Centre. From this date, you have a further 14 calendar days to return the item for a refund or exchange.
Upon receiving the return, we aim to refund you within 14 calendar days. If you requested an exchange, we will be in contact via email to process your request. You have 14 calendar days from the date of email to respond with your exchange preferences. After this time, you will be sent a Carmen Liu Kids gift card.
If you request a return for an item within the above time frames, but are unable to send the return, please get into contact with us via the contact form at the bottom of our FAQ/Help Centre, and we will do everything we can do to help. Any refund/exchange will be at our discretion.
We don't accept returns after the time frames above. If a return is attempted, we may have to send it back to your original delivery address and ask you to cover the delivery costs.
Hygiene and product quality is incredibly important to us. All products must be returned in the original condition they were received, unused and undamaged. We will not accept any item/s which has been damaged by the customer. Types of damage include, but are not limited to;
- Stains (make-up, bodily fluids)
- Broken or stretched elastic
- Ripped product tags
All products are inspected on return. Any item/s damaged, worn or in an unsuitable condition will be refused by Carmen Liu Kids and sent back to the original delivery address. You will be asked to cover delivery costs.
If you have received a faulty item (very unlikely as we inspect all products before sending), please contact us via the contact form at the bottom of our FAQ/Help Centre. Please also take photographs straight away as we may ask to see these. We will cover return costs and have new products sent out to you.
The T-Shirt can be returned for exchange of different size. Please get in touch with us via our contact form at the bottom of our Help Centre Page to book in the return and advise us on the size exchange you would like. T-Shirt sizing is to the discretion of the customer and their individual preference to fit.
The Journal Pack can only be returned in its original condition, unopened and with the T-Shirt. It is your responsibility to cover the cost of return shipment. We cannot refund the T-Shirt separately as it is a part of the Journal Pack. You can return for a size exchange, but no refund will be accepted.
Items should be sent back in the same way they were received, in their original condition and packaging. It is the customers responsibility to ensure all items reach us safely, please remember to keep proof of shipment when sending the return to ensure your rights are covered. If you are unable to supply proof of return shipment date, we hold the right to refuse any return received after 28 days of delivery.
Cost of return is to be covered by the customer. In the unlikely event that the delivered product is faulty or incorrect, Carmen Liu Kids will cover all shipment costs. In the case that Carmen Liu Kids covers the cost of shipping, this will include standard tracked shipping, we will cover up to £5 for UK returns and $30 for US returns, or equivalent to for rest of world.
Carmen Liu Kids brief sizes differ to all other brands, we kindly ask you to measure and refer to our size guides before buying any products. This is extremely important so the briefs can complete their job effectively. This is noted on all product pages and size guides. We will not cover shipment costs for purchasing incorrect sizing.
If Carmen Liu Kids are charged import taxes from incorrect shipment labelling, the customer holds the responsibility to pay this fee. Returned merchandise/ returned goods should be stated to cover this charge.
Please visit our FAQ/Help Centre for more information.