Return policy

At Lisa & Hall Londen, we do everything we can to keep our customers happy. However, it may happen that you wish to return an item. Below you will find our return policy explained clearly. If you are unsure about anything, please contact us first at info@lisaandhalllonden.com — we are happy to think along with you.

1. How We Work

Lisa & Hall Londen operates with a direct‑from‑supplier model. To reduce waste and lower our CO₂ footprint, we do not keep large amounts of stock ourselves. Items that are not in our local stock are shipped directly from our selected supplier in China.

Because of this model:

  • Returns must be sent to the return address of our supplier in China.
  • We always provide you with the correct return address after your return has been approved by email.

This way of working helps us keep prices fair and collections up‑to‑date, while still offering strong quality and service.

2. Return Period & How to Request a Return

  • You can request a return within 14 days after receiving your item.
  • Returns can only be requested after you have physically received the product.
  • To request a return, email us at info@lisaandhalllonden.com with:
    • Your order number
    • A clear reason for the return

After we have reviewed and approved your request, we will email you the supplier’s return address in China and further instructions.

3. Return Conditions

To keep our service fair and clear for everyone, the following conditions apply:

  • A valid reason for the return is always required.
  • Items must be unused, unwashed, undamaged and in original condition, with all tags and labels still attached.
  • Trying on is allowed; wearing the item for daily use is not.
  • Discounted or sale items cannot be returned without a valid reason.
  • Intentionally ordering multiple sizes with the aim of returning part of the order is not allowed within our policy.
  • For hygiene reasons, certain products are excluded from return (such as underwear, swimwear and jewellery), unless they are unopened and unused.

If a returned item does not meet these conditions, we may refuse the return or offer a partial refund at our sole discretion.

4. Return Costs & Process

Because returns are sent back internationally to our supplier, we want to be transparent:

  • All return shipping costs are fully at the customer’s expense.
  • This includes any international postage fees and possible customs or import fees charged on the return shipment.
  • The item must be sent to the supplier’s return address in China, which you receive from us by email after approval.
  • You are responsible for:
    • Arranging the shipment
    • Paying the shipping and customs costs
    • Keeping track of the parcel

We strongly recommend using a shipping method with track & trace and keeping your shipping receipt. Without valid proof of shipment and tracking, we are unable to process or refund a return.

5. Customer‑Friendly Alternatives

We understand that international returns can be costly and time‑consuming. That is why we are always open to finding a customer‑friendly alternative where possible.

Depending on the situation, we may be able to offer, for example:

  • A partial refund
  • A store credit
  • A discount on a future order

These solutions are always discussed and agreed individually by email.

Before you return anything, please contact us at info@lisaandhalllonden.com so we can look at the best solution together.

6. Defective, Incorrect or Damaged Items

If there is a problem with your order — for example with the size, fit, quality or if the wrong item was delivered — please let us know within 14 days after receipt.

To assess your claim properly, we ask you to:

  1. Send an email to info@lisaandhalllonden.com
  2. Include:
    • Your order number
    • A clear description of the issue
    • Clear photos showing the defect, damage or incorrect item

Without both a description and photos, we unfortunately cannot process your complaint and you will have no right to a return or refund.

Once we have received all the information, we will review the situation and offer an appropriate solution as quickly as possible (for example a replacement, partial refund or other suitable arrangement).

7. Refunds

  • A refund can only be issued after the returned item has been received and approved at our supplier’s return address in China.
  • After approval, we will refund the purchase amount of the returned item(s) within 14 days, using the same payment method you used for the original order.
  • The original shipping costs of your order are not refunded.
  • Any return shipping costs and customs fees paid by you are not reimbursed.

8. Cancellations

Because orders are processed and sent to our supplier quickly, cancellation is only possible if your order has not yet been processed or shipped.

  • If you wish to cancel, contact us as soon as possible at info@lisaandhalllonden.com with your order number.
  • If the order has already been processed or shipped, a cancellation is no longer possible and the normal return policyapplies.