Refund policy

Quick Summary

  • Return period: 30 days from the date of delivery
  • Restocking fee: None
  • Refund time: Within 7 business days after your return is approved
  • Refund method: Your original payment method

At LIZNEL, we want you to love what you order. If something isn’t right, our team is here to help.

Who This Policy Covers

This policy applies to all orders placed on liznel.com and delivered within the United Kingdom.

Contact Us

  • Email: contact@liznel.com
  • Phone: +44 7830 754714
  • Address: 22 Milner Street, South Shields, NE33 3DA, United Kingdom
  • Customer service: Monday to Friday, 9:00 AM – 5:00 PM (UK time)

Your 30-Day Return Window

You can return items within 30 days of delivery. This is longer than your 14-day legal right to cancel under the Consumer Contracts Regulations.

To be eligible for a return, items must be:

  • Unworn, unwashed and in their original condition
  • Returned with their original packaging
  • Returned with all tags and included items attached
  • Free from marks, stains, odours, damage or signs of wear

We recommend trying items on indoors before removing any tags.

How to Start a Return

  1. Email contact@liznel.com with your order number, your name and the reason for your return.
  2. Our team will reply within 1–2 business days with return instructions.
  3. Pack the item securely, ideally in its original packaging.
  4. Send it back as instructed, using a tracked service, and keep your proof of postage.
  5. Share your tracking number with us if we ask for it.

For damaged, faulty or incorrect items, please include clear photos of the issue.

Who Pays for Return Postage?

  • Faulty, damaged or incorrect items: LIZNEL covers the return postage and will send you instructions.
  • Change of mind or wrong size: the customer pays the return postage.

Refunds

Once we receive your return, we will inspect it within 1–2 business days and email you to confirm whether your refund is approved.

  • Refund processing: within 7 business days after approval
  • Refund method: your original payment method
  • Delivery charges: if you cancel within 14 days of delivery, we also refund the original standard delivery charge.

Please allow a few extra days for your bank or card provider to show the refund in your account. If your refund hasn’t arrived after this time, contact your bank first, then get in touch with us if the issue continues.

We may reduce a refund if a returned item has been worn, washed or damaged beyond what is needed to check it, as allowed by UK law.

Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty or isn’t what you ordered, please contact us as soon as possible, ideally within 48 hours of delivery, with your order number and photos. We will offer a replacement or a full refund, including the delivery charge.

Under the Consumer Rights Act 2015, you have the right to reject faulty goods within 30 days of delivery for a full refund. After 30 days, you are still entitled to a repair, replacement or refund, depending on the fault.

Item Never Arrived?

If your order hasn’t arrived within the expected delivery time, contact us. We will investigate with the carrier and arrange a suitable solution.

Cancelling an Order

If your order hasn’t shipped yet, contact us as soon as possible at contact@liznel.com and we will do our best to cancel it and give you a full refund. If it has already shipped, please wait for it to arrive and follow the return process above.

Exchanges

We don’t offer direct exchanges. If you need a different size or colour, please return your item for a refund and place a new order.

Items That Cannot Be Returned

  • Items that have been worn, washed or altered
  • Items with signs of use or damage caused after delivery
  • Personalised or made-to-order items (where applicable)

This does not affect your rights if an item is faulty.

Your Legal Rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Questions?

If you have any questions about returns or refunds, email us at contact@liznel.com and we’ll be happy to help.