Refund policy

Liore London – Returns & Refunds Policy (UK & EU Customers)

1. Order Cancellations Before Dispatch

Orders may be cancelled for a full refund prior to dispatch. If an order has already been dispatched, it cannot be cancelled at that stage and must instead be returned in accordance with the Change of Mind policy after delivery.

Please contact us as soon as possible at info@liorelondon.co.uk.

2. Change of Mind (After Delivery)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days from the day after delivery.

To exercise this right, you must notify us in writing within this 14-day period by emailing info@liorelondon.co.uk.

Once your cancellation request has been acknowledged and approved, return instructions and the return address will be provided. Returns must not be sent without prior approval, as unauthorised returns may not be accepted.

After cancellation is confirmed, you have 14 days to return the item.

EU customers have the right to withdraw from their order within 14 days under the EU Consumer Rights Directive (2011/83/EU). Please notify us in writing at info@liorelondon.co.uk within this period.

3. Return Conditions

To qualify for a return:

  • Items must be unworn and unused

  • Returned in original Liore packaging

  • Free from scratches, marks, alterations, damage, fragrance exposure, or visible wear

  • Securely packaged to prevent damage during transit

All items are quality-checked prior to dispatch and carefully inspected upon return.

Handling beyond what is necessary to inspect the item may result in a reduced refund in accordance with UK consumer law.

4. Return Shipping, Tracking & Refunds

Customers are responsible for return shipping costs unless the item is confirmed faulty or incorrect.

Returns must be sent using a tracked postal service. We strongly recommend retaining proof of postage and the tracking reference until your return has been processed.

Liore London cannot accept responsibility for items lost or damaged in transit where tracking is not used.

Upgraded or express delivery charges are non-refundable. Where standard delivery was charged, this will be refunded per applicable law (UK Consumer Contracts Regulations 2013 / EU Consumer Rights Directive).

Refunds will be processed to the original payment method within 5–7 working days following inspection and approval.

We may offer exchange or store credit as an alternative option where appropriate.

5. Non-Returnable Items (Hygiene)

For health and hygiene reasons, earrings and studs cannot be returned once the hygiene seal or packaging has been opened, unless confirmed faulty.

6. Faulty, Incorrect, Delivery-Damaged, Missing Items and Warranty

If your item is faulty, incorrectly supplied, damaged in transit, or missing, please contact us within 48 hours of delivery confirmation and provide:

  • Clear photographs or video of the issue

  • Images of outer packaging (where applicable)

  • Your order number

Claims raised outside of this timeframe may not be accepted.

If approved, we will provide further return instructions and cover return postage where applicable. A replacement or full refund (including standard delivery cost where required by law) will be offered.

All Liore London pieces are covered by a 12-month manufacturing warranty against defects in materials and workmanship under normal use; proof of purchase is required.

7. Payment Disputes

We are committed to resolving concerns promptly and professionally.

Before initiating a payment dispute or chargeback with your bank or payment provider, customers are encouraged to contact us directly at info@liorelondon.co.uk so the matter can be reviewed and addressed appropriately.

8. Inspection & Abuse Protection

All returned items are subject to inspection.

We reserve the right to refuse returns, reduce refunds where legally permitted, or decline future orders in cases of policy abuse, excessive returns, or fraudulent claims.