FAQ

Name: Phone Number (UK only): Enquiry (Max length 50 characters):
(within 15 minutes if that's convenient)

Your Order

How do I know if you have received my order?


When you make an order you will receive a confirmation email from us acknowledging this. The acknowledgement will contain your order number and details of the goods ordered. This is confirmation that your purchase has been made and your card has been charged. When your goods have been dispatched to you, we will send you an order dispatch email. 

Can I make changes to my order?


We cannot change your order in any way as we start to process your order as soon as we can after we receive it. This includes adding to as well as removing items from your order.

What happens if I notice that my personal details are incorrect after I have completed the ordering process?


If you realise your personal details are incorrect once you have completed the ordering process please contact our Customer Service team on 0333 777 4588 or customerservices@lipsy.co.uk, ensuring you include your order number.

What happens if an item on my order is not available?


If an item you have ordered is unavailable when we come to pick and dispatch it you will be informed by email that we are unable to ship that item and you will be refunded for that item. We will ship any remaining items that you have ordered.

What if I need to cancel my order?


Orders cannot be changed once order confirmation has been sent. If you do not want the item on receipt please return the items to us. We strongly recommend you use a recorded delivery service. Click here for more information on returning an item. If you have placed a pre-order and  you decide to cancel your order please call 0333 777 4588 to speak to one of our customer service representatives.

 

Delivery

Do we deliver to your address?


We deliver to the UK, Ireland, Europe and many International countries. For more information on where we ship and how much it will cost, please click here.

 

Do you ship outside the UK?

Yes we do however for all International orders, please note that delays may occur in customs and these delays are beyond our control.
Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be.
Customs policies vary widely from country to country; you may want to contact your local customs office for further information. Please be aware that we are unable to ship any form of aerosol product including body sprays and dry hair shampoo to international countries where air transport is required. This is due to regulations put in place by these travel companies.

Do you deliver to BFPOs?


Currently we do not deliver to BFPOs

How much do I pay for postage and packing for my order?


The delivery charges vary depending on which country you live in. There is only one delivery charge per order no matter how many items you have in that order. For more information on delivery charges, please click here.
 

How long will delivery take?


The next day delivery service applies on orders placed before 10pm Sunday - Friday, orders placed on a Saturday and orders placed before 10pm on a Sunday will be delivered on the Monday. The next day delivery option is only available in our personal courier areas and is subject to stock availability and demand. Areas outside of our courier areas will be delivered by an alternative courier and may take longer.
Delivery time is also dependent on which country you live in. For more information on delivery times, please click here. If you have not received your order within 10days of dispatch please contact customer services. In order for us to deal with your query you must contact us within 28 days of your order dispatch/receipt of dispatch email.
 

Can I pick up my order from your warehouse or store?


Unfortunately it is not possible to pick up orders from our warehouse or stores.
 

Can you leave the delivery at an agreed hiding place?


For UK and Northern Ireland deliveries, if no one is available to accept delivery of the parcel, the courier will do their best to leave the parcel in a secure location (in a secure porch/garage/shed/conservatory or greenhouse) or with a neighbour, caretaker or porter. If this isn't possible, the parcel will be taken back to the depot. In both cases, a card will be left informing you of the attempted delivery.

The only exception to this is when the package contains items £120 or more in value. For these we require the signature of the person the package is being shipped to.
 

Can someone else sign for my delivery?


Yes, anyone at the specified delivery address can sign for the goods unless the package contains items £120 or more in value. For these we require the signature of the person the package is being shipped to.
 

Can you deliver to a different address than my billing address?


For security reasons, your first order can only be shipped to the cardholder´s billing address. To avoid delays, please ensure that for your first order your billing and delivery address match the address on your card statement, and the cardholder´s name is written as it appears on the card. Please also ensure that your contact details are filled in accurately so we can contact you if we need to.

 

Can you ship to my work address?


We can deliver place of work but we do not deliver to PO Box addresses. If you want your delivery to reach you at work, you need to make sure that someone will be there to take receipt of the goods as the courier will deliver to the place and not the person!

 

What can I do if my parcel does not arrive on time?


Please contact our Customer Service team on 0333 777 4588 or customerservices@lipsy.co.uk. If you have not received your order within 10 days of dispatch please contact customer services. In order for us to deal with your query you must contact us within 28 days of your order dispatch/receipt of dispatch email.
However in the case of items shipped using Royal Mail (most International orders), please note that we are required by Royal Mail to wait 31 working days from date of dispatch before we can consider the item/s lost.

Can I track the delivery of my parcel online?


If you are within the UK you should receive an Order Dispatch email (this will arrive AFTER your Order Confirmation email) containing a link that you can follow to track the status of your order. You will also be able to see this link in your account order history.

Unfortunately items being shipped outside of the UK cannot be tracked at present.

 

 

Refunds and Returns

What if I need to return an item?

We cannot imagine that you would want to return any goods after all the compliments you'll receive when you're out and about in Lipsy! In the unlikely event that you are not entirely satisfied with your purchase or the item is not to your taste, you can simply return them within 21 days of dispatch.

The items need to be returned within 21 days of dispatch, in their original, saleable condition with your dispatch note stating the reason for return.
When trying on items, please ensure that they are not kept in contact with anything that may mark or add a scent to them such as drinks, perfume, deodorant and cigarettes. We will not be able to refund any items where there is evidence that these instructions have not been followed.

Please note, if you return an item outside of the 21 days, we cannot refund you for the returned item (excludes delivery addresses based outside of the UK)! Nor are we able to send it back to you. So please look closely at the dispatch date before returning your item. We don't want to disappoint you!

What happens if I return my order after the 21 days?

If an order is returned outside of the 21 day policy (excluding orders sent to addresses outside of the UK and returns under the Distance Selling Regulations) the amount will be refunded back onto a Lipsy Return Card rather than your original method of payment. Lipsy Return Cards can be redeemed on the Lipsy website, www.lipsy.co.uk, and in Lipsy stores (excluding concession stores). After 21 days have passed we cannot refund you onto your credit/debit card for your returned item (except where returns are under the Distance Selling Regulations or delivery addresses are based outside of the UK), nor are we able to send it back to you so please look closely at the despatch date before returning your order. You will receive a dispatch email on date of dispatch.

You can check your Gift Card balance by logging into your account and clicking Gift Card balance. Alternatively you can ring the following number: 0333 777 4588 (UK) or 1890886111 (ROI) (UK calls cost 5p per minute from a BT landline, mobiles and other networks may vary).
Return cards cannot be used as payment against pre-order items. Please allow up to five days for the delivery of your Return card, if the value of the Return card is £30.00 or more a signature will be required upon delivery.
Please note that return cards that are received after returning a store bought item to a store cannot currently be used on www.lipsy.co.uk.

How do I return an item


  • Items should be returned new, unused, and with all LIPSY garment tags still attached. VIP collection products must have the DO NOT REMOVE Tag attached. Non faulty VIP stock cannot be returned without the tag attached. Your legal rights are not affected.
  • Complete and detach the returns note on your dispatch note and enclose it together with your returns items inside your parcel. Goods returned without this information may not be processed
  • Peel off the return label and attach it to the outside of your parcel
  • Post the item back to us. Please note that Lipsy do not offer pre-paid postal returns. We strongly recommend you use a recorded delivery service and keep your proof of postage


I want to return an item but have lost my dispatch note, what do I do?


Don't worry just send back your item within 21 days in its original condition and enclose a piece of paper with the following details on it:
  • Your order number (will be on your order confirmation and dispatch emails)
  • Description e.g. Open Back Sundress
  • The size
  • Item number (will be on the items label)
  • The quantity that you are returning
  • The appropriate return code/reason letter as shown below:

A - Faulty/Poor quality
B - Not liked
C - Too long
D - Too short
E - Too big
F - Too small
G - Fabric/Material
H - Colour
J - Ordered for choice
K - Incorrect item received
M - Arrived too late

The returns address is:
Lipsy Limited
Unit 1
Wensleydale Warehouse
West Yorkshire Industrial Estate
Toftshaw Lane
Bradford
BD4 6TD

How will I know if you have received my returned parcel?


We strongly recommend that you return your parcel by recorded delivery as this will allow you to track the whereabouts of your parcel online. Once we have received your parcel and processed your items we will send you an email to confirm that it has been returned and the monies credited to your account. Please remember that some banks may take up to 10 days to show the refunded monies in your account. In order for us to deal with your enquiry please contact us within 21 days of return if you have not been refunded your monies.

Can I return an item I bought from a store to you?


Unfortunately, we cannot accept return items purchased from stores. This includes our Lipsy stores, Lipsy concessions or any boutiques. You will need to return these to the store from which they were purchased. Please note that we cannot accept responsibility for any items returned to us that were not purchased from this website.

Can I return an item bought from lipsy.co.uk to a store selling Lipsy items?


Unfortunately you cannot return items purchased from this website to stores selling Lipsy merchandise including our Lipsy stores.

Can I return items back to you for repair?


We cannot repair items for you. If the item is faulty and was purchased from lipsy.co.uk please return it to the address below.

Can I return jewellery?


For hygiene reasons, we cannot accept returns on earrings unless faulty. The standard returns policy applies for all other jewellery unless otherwise stated.

Can I return swimwear?


Swimwear items should be returned in their original packaging and where relevant, with their original hygiene slips in place.

Can I return lingerie?


Lingerie items should be returned in their original packaging and where relevant, with their original hygiene slips in place.

Can I return tights?


Tights must be returned in their original packaging and in good condition.

Can I return nail polish?


For hygiene reasons, we cannot accept returns on nail polish unless faulty.

Can I return false lashes?


For hygiene reasons, we cannot accept returns on false eyelashes unless faulty.

How long will it take to get my refund?


Please allow 10 working days from receipt of your return confirmation email. This time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase. If there is a problem with issuing a refund to your card, our customer service team will contact you. However in order for us to deal with your enquiry please contact us within 28 days of return if you have not been refunded your monies.

What amount will I be refunded?


Delivery charges are non refundable (unless all items in the order are returned or in the unlikely circumstance that your item was faulty or incorrect on delivery, in these cases, we will refund the original delivery charge) so you will be refunded the full value of the items returned less the delivery charge. If a discount was applied to your original order, the amount refunded will be adjusted accordingly. The cost and care of returning the item(s) is your responsibility, therefore we strongly recommend that you send the parcel by recorded delivery and keep a copy of the recorded delivery number just in case your parcel goes missing. Lipsy is not responsible for items lost by the delivery services in the returns process.

Can I cancel my order after it has been placed?


Once your order has been placed it will immediately begin to be processed, therefore there is no way to cancel it at this stage, however under the Consumer Protection (Distance Selling) Regulations 2000 you have the right to cancel your order within 7 working days following receipt of your goods. Please be aware that your right to cancel does not apply to certain products that we sell, for example, toiletries and cosmetics, or pierced earrings. You must inform us of your wish to cancel in writing within 7 working days following the date of receipt and must take reasonable care of the products and not use them. You should return products to us in their original packaging, wherever possible, as soon as possible after informing us of your wish to cancel. If you return products to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage. For full details of your rights under the Distance Selling Regulations, please contact your local Trading Standards office or Citizens' Advice Bureau. We do not pay for the return of goods. We will refund your money within 30 days of our receipt of the cancelled goods, provided that those goods are in their new and unused condition. You do not have to provide any reason for cancellation.

Can I have an exchange instead of a refund?


We do not offer any exchanges. You will need to place a new order on the Lipsy website and return the original item for a refund.

What if I received a faulty item?


If the item you received is faulty, please return the item to the above address, following the procedure as outlined above. Please ensure that you mark the return reason as Faulty on your dispatch note. We can only refund the original delivery charge with this information. Please note we inspect all returns for faults. If an item is found not to be faulty, delivery will not be refunded.

What if I received the wrong item?


If the item you received is incorrect, please return the item to the above address, following the procedure as outlined above. Please ensure that you mark the return reason as Incorrect on your dispatch note. We can only refund the original delivery charge with this information. In order for us to deal with your query you must contact us within two weeks of receipt of your order.

What if I think you have refunded me the wrong amount?


Regrettably mistakes can happen. If you think you have been refunded the wrong amount please contact Customer Services at customerservices@lipsy.co.uk or call 0333 777 4588 quoting your order number and the required refund amount. In order for us to deal with your query you must contact us within two weeks of receiving your refund.

What if part of my order is missing?


In the unlikely event that you have received your order and an item is missing, please contact Customer Services at customerservices@lipsy.co.uk or call 0333 777 4588 quoting your order number and the missing item and they will investigate the matter further. In order for us to deal with your query you must contact us within two weeks of receipt of your order.

Does a collection service come to collect my unwanted goods?


At this time, Lipsy does not offer a collection service. It is your responsibility to send all returns back to Lipsy. For details on how to return your order, please see above.

The product I ordered is now reduced. Can you refund me the difference?


Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order.

 

Shopping with Lipsy

How do I shop online?


It's easy. Simply select an item from anywhere on this site, choose your preferred colour, size and the quantity you want and then add to your shopping bag. When you have finished shopping, go to your shopping bag and review your choices. Once you're happy with what you have click to go to the Checkout. If you are a new customer, you will need to enter your details. If you have shopped with us before and saved your details, enter your email address and password. From there, follow the prompts for your delivery address, payment details and billing address (if different from your delivery address)

Can I tell a friend about something I like?


Yes you can. There is an Email a Friend link on all of the product pages so that you can easily send your friends an email with a link to the stuff you like. Alternatively, you can share something by adding it to your favourite social bookmarking website such as Facebook or MySpace by using the share link.
 

Do I have to order online?


If you do not have internet access, you can visit one of our Lipsy stores. We are unable to take orders over the phone due to our use of 3D Secure card systems and data protection.
 

Is shopping online with Lipsy safe?


At Lipsy.co.uk, we ensure that your personal information is secure. Every transaction is processed online using the latest industry standards for secure online credit card transactions. For those of you who speak techno lingo, secure servers protect your information using advanced encryption and firewall technology throughout the ordering process.
We use high level SSL encryption technology along with Verified by Visa and Mastercard SercureCode. You can tell whether a page is secure as 'https' will replace 'http' in your browser address window. A small padlock will also appear in the bottom bar of your browser window. For more information, click here.
 

Do you have a Lipsy Shop?


We have our own Lipsy stores along with independent retailers who sell Lipsy merchandise. Please click here to view our Stores and Stockists.
 

Do you have a catalogue?


No, we don't have a catalogue. All your Lipsy product needs can be found here at this website or at our Lipsy stores.

Can I pre-order an item if it's not in stock?


Pre-orders are available on some of our items. Once you have selected your colour and size, if pre-order is available, it will be shown then. We can only accept pre-orders on items 28 days in advance.

How do I pre-order an item?


Once you have selected your colour and size to see if pre-order is available, add the item to your basket and proceed through the checkout as normal. Your card will be charged when the order is placed to reserve the item for you.

When will my pre-order ship?


As soon as the stock is available, we will dispatch your order. You will recieve a dispatch email to say so.

I've ordered some in stock items along with my pre-order. Will they ship at the same time?


Any in stock items will be shipped as per your chosen shipping method. Once the pre-order is available, this will ship separately at no extra charge.

 

I've placed a pre-order but I want to cancel it. What can I do?


Please contact Customer Services on 0333 777 4588 or customerservices@lipsy.co.uk with your order number.

Can I place pre-orders in your Lipsy stores?


At present, this isn't possible.

 

Your Lipsy Account and Emails

How do I subscribe to the Lipsy Style File newsletters?


It's easy! Simply go to the bottom of this page, enter your email address into the box and click Sign Up. Our weekly email newsletters will keep you up to date with all our latest trends, new arrivals and promotions. You can also enter our exclusive competitions and be notified of sale previews. Alternatively, create an account with us and be signed up that way.
 

How do I unsubscribe from the Lipsy Style File newsletter?


If you decide that you no longer want to receive our weekly email newsletter you can unsubscribe at any time. Please click on the unsubscribe link at the bottom of our emails. Alternatively, if you have an account with us go to your account details and click on unsubscribe there.
 

How do I create a Lipsy account?


When you go to the Checkout you will be able to register your details with us.This means that when you return you will be able to retrieve your details and chosen delivery address/es. (Please note that this does not include your payment card details). You'll be asked to set up a personalised password to access your account and you will be asked for your date of birth. For payment processing reasons, only customers 16 years in age and above can create an account with us.
 

Why do I have to create an account to buy something?


We believe that by creating an account with us the first time you buy something from the site your future purchases will be even quicker.

What do I do if I have forgotten my password?


It is not uncommon to forget your password. Just click the 'Forgotten Your Password?' link in the Checkout or Account pages. 
 

My email address/password is not recognised


It is often the case that people forget which email address they used to register with us. You must use the exact email address and password combination with which you first registered in order to log back in to the site.
If these are not successful or you have other email address or password related problems please contact Customer Services on 0333 777 4588 or customerservices@lipsy.co.uk.

I have already purchased from the site and wish to purchase again but I need to change my delivery address or other details what do I have to do?


Simply click Account at the top of the site and enter your email and password (this has to be the email address you used when you created your account). You can now edit your account details in your account pages.

I'm not given the option to change my Billing Address. What can I do?


If you need to change the billing address on your account, you will need to contact our Customer Service team on 0333 777 4588 or customerservices@lipsy.co.uk.

How do you keep my personal information secure?


We take your privacy and security very seriously. We work hard to make sure that we only use your information in the ways that you want us to. When you shop on our website we protect your payment details so that all your information is encrypted before it is sent over the internet. Please visit our Privacy Policy for further details.

 

Do Lipsy have a Facebook page?


Yes we do. It can be found at www.facebook.com/lipsylondon. Become a fan to hear about new products, special offers and see what your fellow Lipsy fans are up to.

Do Lipsy have a Twitter page?


Yes we Tweet. It can be found at http://twitter.com/LipsyLondon. We would be happy to have you as a follower.

 

Lipsy Merchandise

I saw something in a magazine, where can I find it?


If the item is available, we will have it on our website. Please use the search facility located at the top of the site. If you can't find what you are looking for, please contact our Customer Service team on 0333 777 4588 or customerservices@lipsy.co.uk and they will be able to assist you.

It is also worth looking on our Press page for the article that you saw as you will then be able to find the item through this page.
 

How do I find a specific item?


The search function, found on the right of the top navigation, gives you the ability to find specific items. Simply enter a phrase or item name in the search box e.g. 'party dress'.
 

How can I find out what measurements Lipsy sizes are?


Please click here to view our Size Guides.
 

How will I know what the care instructions are to wash my clothes?


Beneath every item on the website we include the care instructions for that particular garment. If you are unfamiliar with the care symbols, please click here for an explanation. In addition, every garment you receive will have a care label on the inside of the clothing.
 

Will you be getting any more in?


Hey, we're popular, so sometimes we run out of stock. Keep an eye on our Facebook and Twitter pages for general stock and company updates.

If an item is coming back into stock soon you will be given the option to pre-order it on the product page. For more information on pre-orders please click here.

Unfortunately some items will be out of stock or removed from the site altogether if discontinued. Please be advised that our Customer Service team cannot tell you when a product will be back in stock.

If you don't have my size available online will one of your shops?


Please see our Store Finder page for a list of our shops and contact numbers.

 

Pricing and Payments

Can I use my gift voucher online?

At present you are only able to use Lipsy gift vouchers in Lipsy stores.

Do prices on the website include VAT?


All prices shown on the website are inclusive of UK VAT at the current rates. The prices are correct at the time we enter them into the system. The total cost of the order is the price of the products ordered plus the delivery charge.

Do I have to pay UK VAT if I live outside the UK?


All deliveries and charges are inclusive of UK VAT. This includes the Channel Islands and Isle of Man.

I saw a Lipsy item in a shop for a different price?


Lipsy works with independent retailers. While we can advise on the recommended retail prices for our items, when sold through these retailers we unfortunately do not have control over the final pricing or promotions.  

How do I use a promotional code?


Add products to your shopping bag in the usual manner then go to Checkout. On the shopping bag page, simply enter your promotional or voucher code in the box provided. The relevant amount will then automatically be deducted from your total and confirmed on the final checkout page. Promotional codes (including NUS discount codes) cannot be used when purchasing sale items or in conjunction with any other offer.
 

What are my payment method choices?


We understand that payment comes in all forms, which is why we accept Visa and Mastercard credit cards along with Visa Delta, Electron, Solo and Maestro debit cards through a secure online payment facility on this website. We regret that we do not accept American Express, Diners Card or any other payment methods such as postal orders or cheques.

Why am I being asked for a password after entering my card details?


To keep your transaction secure, we use Verified by Visa and MasterCard SecureCode as part of our checkout process. If you have not used this service before, you will need to register your details and create a password for your debit or credit card. Once you have done this, you must use the same password for all online transactions made with that card.

When do you charge my credit/debit card?


Your card will be charged at the time of placing your order, irrespective of your chosen delivery option. Please note that you will be asked for your credit or debit card security number when you place your order. This is the last three digits on the signature strip on the back of your card.
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to or does not for any reason authorise payment then we will not be able to accept your order.
 

I forgot to use my promotional code, what can I do?


Unfortunately we are unable to amend your order if a promotional code was not originally applied at checkout.

 


Technical Problems

I am having technical problems while viewing the Lipsy website, what do I do?


Before contacting Lipsy we recommend that you are running the latest versions of your operating system and browser software. If the problems persist, please contact Customer Services on 0333 777 4588 or customerservices@lipsy.co.uk

To help us look into your problem please try to include in your email as many of the following details as possible:
  • Your Operating System (e.g. Windows XP, Mac OS X 10.5)
  • Your Internet Browser (Internet Explorer 8, Firefox 3)
  • What URL you were trying to access (e.g.http://www.lipsy.co.uk/ContactUs)
  • What time the problem occurred
  • Please cut and paste into the email any error messages that appeared on the screen
 

Which browsers do you support?


The site displays correctly in current web browsers. If you view our site on an older browser, you may find pages don't display as intended if the browser isn't standards-compliant. We recommend you upgrade your browser to the latest version of one of the following, to get the most from our site:

Microsoft Internet Explorer: http://www.microsoft.com

Firefox: http://www.firefox.com

Lipsy is not responsible for the content of external internet sites.