SHOPPING WITH LIPSY

How do I shop online?
Simply select an item from anywhere on this site, choose your preferred colour and size - then add to your shopping basket. When you have finished shopping follow the checkout procedure. For a step by step process on Placing an Order, click here.

Do I have to order online?
If you do not have internet access, you can call Customer Services on 0845 680 0088 and we can place the order online for you. Please ensure that you have both your credit/debit card and an email address handy for registration purposes.

Do you have a Lipsy Shop?
We have independent retailers who sell Lipsy merchandise, click here to view our Store Finder.  The only Lipsy specific store is online at http://www.lipsy.co.uk/

Do you have a catalogue?
No, we don't have a catalogue.

CREATING A LIPSY ACCOUNT & RECEIVING UPDATES

How do I subscribe to the Lipsy Style File newsletter?
It's easy! Simply click here and enter your e-mail address. Our weekly email newsletter will keep you up to date with all our latest trends, new arrivals and promotions. You can also enter our exclusive competitions.

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. Click here to unsubscribe.

How do I create a Lipsy account?
At the end of placing your order, you'll have the opportunity to register with us in order to 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.

What do I do if I have forgotten my password?
It is not uncommon to forget ones password. If so, we can send you your password to the e-mail address you registered with. Just click the 'Forgotten Your Password?' link on the login page.

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 click here to contact Customer Services with your query.

MY PERSONAL DETAILS

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 Privacy Policy for further details.

If I have already purchased from the site and wish to purchase again but I need to change my address or other details what do I have to do?
Simply click here to access My Account and amend your details.

LIPSY MERCHANDISE 

I saw something in a magazine, where can I find it?
If you saw a Lipsy item featured in a magazine, you will be able to find it on our website in the As Seen In section. If you cannot find it there, the product may be temporarily out of stock or has been discontinued so please contact us for further information.

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.,'tunic'

How can I find out what measurements Lipsy sizes are?
Please click here to view our Size Guide.

How will I know what the care instructions are to wash my clothes?
Beneath every item on the website will 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?
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. We often take repeat deliveries of popular products and occasionally customers will return items to us that do not fit. We would advise you to keep checking the site to see if your desired item becomes available again.

PRICING & PAYMENTS

Do prices on the website include VAT?
All prices shown on the website are inclusive of 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.

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 basket in the usual manner then go to Checkout. On the Shopping Bag page, simply enter your Promotional Code in the box provided. The relevant amount will then automatically be deducted from your total.

How can I pay for my order?
You can pay by credit or debit cards. Please click here for further information.

Do you sell gift vouchers?
Unfortunately we do not currently sell gift vouchers.

What if I have a credit note?
You should have received a credit note number in an email from us. Enter this number into the relevant section indicated on the Checkout page of the website when making a purchase.

I forgot to use my Discount Code, what can I do?
Unfortunately we are unable to amend your order if a discount code was not originally applied at checkout.

YOUR ORDER

How do I know if you have received my order?
When you make an order you will receive an 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 including details of how to track your order.

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. In addition, altering the delivery type from Standard Delivery to Next Day and requests for items to be delivered on specific days is not possible.

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 email our Customer Service team at 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 despatch it you will be informed in the order despatch email that we are unable to ship that item. You will be refunded for that item. We will ship any remaining items that you have ordered.

How can I track my order?
You should be able to track your order within 24 hours of the order dispatch email being sent to you.

What if I need to cancel my order?
You can contact Customer Services Click here to cancel your order, provided it has yet to be dispatched. If, however, your order has already shipped, you will need to return the order to us.

DELIVERY

Which courier company do you use?
We use HDN (Home Delivery Network) and Parcel Force for deliveries within the UK. We use Parcelforce to Europe and for International countries.

Do we deliver to your address?
We deliver to most postal areas in the UK, apart from BFPO addresses.

Do you deliver outside the United Kingdom?
Yes, we do deliver to selected countries in Europe as well as to most major International countries. Please click here to view the list of countries and their respective delivery charges and timescales. Please note: we are unable to deliver to your country if it is not listed.

How much do I pay for postage and packing for my order?
The delivery charges vary depending on which area/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, click here.

How long will delivery take?
Delivery time is dependent on which delivery option you have selected. For more information on delivery times, click here.

Can I pick up my order from your warehouse?
Unfortunately it is not possible to pick up orders from our warehouse.

Can you leave the delivery at an agreed hiding place?
If you place your order using our Next Day Delivery service the courier may attempt to leave your parcel with a neighbour if you are out. If you place your order using our Standard Delivery service, all orders require a signature, so we are unable to leave your order in a safe place. 

Can someone else sign for my delivery?
Yes, anyone at the specified delivery address can sign for the goods.

What if I'm not in when you deliver?
Deliveries will usually be made on Mondays to Fridays between 8am and 6pm. If you or the intended recipient are not available, each time an attempt is made, our courier will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to rearrange delivery.

Can you deliver to a different address than my billing address?
This is possible but remember to tick the box indicating so.

REFUNDS & EXCHANGES

What do I do if the item I ordered is unsuitable or doesn't fit?
Please see our Returns section for details of when and how to return your order.

What do I do if I have received the wrong item?
You should return the wrongly shipped item to us for a full refund. On receipt of the returned item, we will refund the payment card the price paid for that item. Please see Terms and Conditions for full details. Please see Returns for details on how to return your order.

What do I do if the item is faulty?
You should return the faulty item to us for a full refund. On receipt of the returned item we will refund the payment card the price paid for that item. Please see Terms and Conditions for full details. Please see Returns for details on how to return your order.

Can I return an item to a store selling Lipsy items?
No, unfortunately you cannot return items to stores selling Lipsy merchandise.  You will need to return unwanted items to us directly to us.  Please see Returns for details on how you can do this.

How do I get a refund if I return an item by post?
On receipt of the returned item we will refund the payment card the price paid for that item. You will receive an email confirming that the refund has been done and your card credited. Please see Terms and Conditions for our full refund policy and for details on how to return your order.

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.

Why have you not refunded the delivery charge?
Delivery charges (the P&P cost you originally paid to have the order delivered to you) are non-refundable

Does a collection service come to collect my unwanted goods?
It is your responsibility to send all returns back to Lipsy. Please see Returns for details on how to return your order.

TECHNICAL PROBLEMS

I am having technical problems while viewing the Lipsy website, what do I do?
Before contacting Lipsy we recommend that you update your PC using the Windows Update tool. If problems persist, please click here to contact Customer Services. 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 9.0)

·         Internet Browser (Internet Explorer 6, Netscape 7.02)

·         What URL you were trying to access (e.g. http://www.lipsy.co.uk/ContactUs.aspx)

·         What time the problem occurred

·         Please cut and paste into the email any error message that appeared on the screen