CUSTOMER SERVICE DELIVERY INFORMATION RETURNS AND REFUNDS

We'll give you a full refund by the same method you used to pay, and we ask that items are returned clean, unworn and have all their tags on.

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. For updated information on opening times, head to our store locator.                                                                                                                                   

How to return:​​

1. 1. On the returns note, fill in the return code for the item you are returning and include this in the package.
2. 2. Re-using the original packaging, tape the parcel securely and attach the pre-paid label included in your parcel.
3. 3. Return the parcel through your preferred option (choose below). Responsibility for the return is yours until the parcel reaches us, so please remember to ask for a proof of postage.
4. 4. You can expect to receive a refund within 14 days of sending the parcel back to us. Once we have processed the return you will receive a return confirmation email.

Drop off:​​

Drop off your parcel at your local Post office or MyPost24 point. Find your nearest location here (EN), here (DE), here (FR), here (IT).​

Home collect:​​

If you are registered with Swiss Post, you can book a home collection online here (EN), here (DE), here (FR), here (IT) or via the Post-App. After entering your credentials, you can choose desired date for pick up. Returns are collected between 07:30 to 17:00 CET on your chosen date. 

Returns with UPS – Express orders

Visit UPS.com to register your free return, print a new return label, and schedule a pickup.

UPS pickup

Visit UPS.com to register for a free collection of your return shipment and then take your package to the nearest UPS Access Point. UPS will issue you a collection receipt with a tracking number, which you can use to track your package.

UPS home pickup

Click here to arrange for UPS to collect your return shipment and to receive a return label to print out yourself. As soon as we have processed your return, you will receive a confirmation email from us.

In order to process the return our warehouse may require up to 14 days since you made the return.

You will receive an email as confirmation just when the refund will be processed.

You will receive the refund on the same payment method you chose pacind the order.

Card Payment Klarna - Once your refund has been processed, it will be visible in your bank account within 10 days (although it’s normally much quicker than this).​

Paid with Pay Later - Klarna will provide your new Pay Later balance once your return is processed. This will include instructions on how to make a payment and details of any remaining balance.

PayPal - Your refund will be processed as soon as our warehouse receives your return. PayPal will send you a separate email confirming this.​If you haven't received your return or refund confirmation from us, please get in touch here.

Remember you can speak to Klarna directly for any Card or Pay Later help.​

Simply click here to print another. Remember to fill in all your order details.​

Return with Swisspost       

If you are missing the self-adhesive return label included in your parcel, please contact our  Customer service.   

Returns with UPS – Express orders                                

Visit UPS.com on our homepage to register your free return, print a new return label, and schedule a pickup. (or drop in a UPS shop)             

Return with Quickpac - Express Orders

There will be a return instruction in the parcel where you can scan a QR code, then you will be directed to QuickPac return site (myquickpac.ch) and the order number will be filled in.     

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. 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. 2. Fill the box with paper or filler so that the product sits securely.
3. 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.