Refund policy
1. Returns and Right of Withdrawal
You may return your purchase within 14 calendar days without giving a reason, whether you bought it online or in our store.
Online orders can be returned in our store on Vognmagergade 9, Copenhagen, or by post via our Return Portal. The 14 days start on the day you receive your order. For returns by post, simply submit a request via the Return Portal within the 14 days and send the product(s) back without undue delay once your request is approved.
In-store purchases can be returned in our store on Vognmagergade 9, Copenhagen. The 14 days start on the day of purchase. In-store purchases cannot be returned via the Return Portal. If you are unable to visit our store, please contact us at [email protected] within the 14 days.
1.2 For in-store returns, please bring your order confirmation or receipt. For returns by post, you will receive a return shipping label and return slip once your request has been approved - via the Return Portal for online orders, or by email for in-store purchases. Products must be returned in their original packaging and in the same condition as received. Items that are clearly used will not be eligible for return or refund. You are responsible for the parcel until it is received by LIÉ STUDIO, so please ensure the item is securely packaged.
1.3 For customers returning items from outside the EU, a commercial return invoice must be attached to your shipment. This invoice will be provided to you through the Return Portal upon approval of your return.
1.4 The cost of return shipping is borne by the customer unless otherwise stated in the Return Portal based on your location or the reason for return. The return fee is shown when you select your return shipping method. Return shipping costs for in-store purchases returned by post are also borne by the customer. No return fee applies to returns made in our store. We do not charge return fees for approved claims.
1.5 If your item is damaged or faulty, please upload a description and photos when submitting your return request in the Return Portal, or contact us at [email protected] with your order number or receipt and images showing the issue.
1.6 Once we’ve received your returned item(s), we will process your refund to the original payment method, unless otherwise agreed. If you return your entire order, we will refund the full amount paid, including the standard delivery cost. If you chose an upgraded delivery option (e.g. express), we will only refund the cost of our standard delivery. If you return part of your order, we will refund the price of the returned item(s). Delivery costs are non-refundable in this case, as delivery has already been provided for the item(s) you’re keeping. If you’re returning an item due to a fault or defect, we will refund the full amount, including all delivery and return shipping costs. Refunds are processed within 14 days of receiving the returned item(s) or valid proof that they’ve been shipped back to us. Purchases paid in cash in our store are refunded in cash or as a gift certificate, at your choice.
1.7 We do not accept returns or claims for LIÉ STUDIO products purchased from other retailers or second-hand platforms.
1.8 Gift sets, whether pre-made or custom-created, are not eligible for return or exchange through LIÉ STUDIO’s Return Portal. Any request must be handled directly via Customer Service by contacting [email protected].
2. Exchanges
2.1 We offer exchanges both in-store and online.
2.2 In-store exchanges can be made at our store on Vognmagergade 9, Copenhagen, regardless of whether the product was purchased online or in-store. We accept both size and product exchanges. Please bring your order confirmation or receipt. You can check opening hours here.
2.3 Online exchanges of online orders are available through our Return Portal. We offer both size and product exchanges. In-store purchases cannot be exchanged via the Return Portal. Please visit our store or contact us at [email protected].
3. Claims
3.1 If you believe your product is faulty or if you have received the wrong item, you can bring it to our store on Vognmagergade 9, Copenhagen, or contact our customer service at [email protected] with your order number or receipt and supporting images. For online orders, you can also submit a return request through our Return Portal with a description and photographs of the issue. We will assess the issue and, if approved, offer a replacement, refund, or other appropriate solution. No return shipping fees apply to approved claims.
3.2 If you can clearly identify damage or defect upon delivery, you should refuse to accept the parcel from the carrier and notify us immediately at [email protected].