Shipping & Returns
PLACING AN ORDER
We ask that you review your order carefully prior to submission, as the order cannot be amended or cancelled once submitted.
Once you have placed your order you will be provided with an order number and email confirmation full details of your order.
METHODS OF PAYMENT
We accept the following methods of payment: Visa, MasterCard and Paypal. Items are charged at point of order in our local currency (GBP).
All payments are made in our local currency (GBP). If you are making the payment outside of this currency you may be charged a separate fee by your bank/card provider to convert the currency.
Similarly, if your payment is refunded (in part/full) your refund will be to the paid amount in GBP and therefore you may not receive the same amount of your order in your local currency due to changes in currency values from the time the order was placed to the time the order was refunded.
SHIPPING & DELIVERY
When will my order be dispatched?
Whilst most orders are processed and dispatched within 48 hours of an order being placed, Monday – Friday (excluding Public Holidays, some orders may be dispatched up to 72 hours of the order being placed). Should any unforeseen delays occur, you will be notified within 48 hours of placing your order.
During exceptionally busy periods such as sales or seasonal periods there may be a slight delay. Please note, shipping for Christmas 2019 is now closed. Any new orders placed from 20 December 2019 will be dispatched 3 January 2020 when standard shipping timings will apply.
If you have any questions, please email us at email@example.com
How are orders shipped?
Our shipping is based on weight.
All orders are sent via Royal Mail. Our shipping is based on weight and therefore, pending final weight of your order either Royal Mail Standard Delivery or Signed Delivery will be available.
If standard first class delivery is available for your order and this is the delivery method chosen, please note that we retain proof of postage and cannot accept responsibility of lost or undelivered items.
If standard first class delivery isn't available, but this is your preferred delivery method, please email us at firstname.lastname@example.org and we will see what we can do for you!
If selecting the Signed delivery option, a signature is required on delivery so please consider this when selecting a delivery address/location. For international deliveries, the signed delivery option will include tracking.
Please see below for approximate delivery timings.
- UK – 1-2 Working Days
- Europe – 5-14 Working Days
- Australia & New Zealand - 7-21 Working Days
- USA, Canada & Rest of World – 7-21 Working Days
As soon as an order has been dispatched, Lio Mara will send you a shipping confirmation email which will contain you’re shipping reference number.
Where does Lio Mara ship?
Lio Mara ships to the United Kingdom, Europe and Internationally. Please see above for shipping costs and international delivery timings.
If you order items for delivery to one of the International Delivery Destinations, your order may be subject to import duties and taxes. Please note that we have no control over these charges and we cannot predict their amount. You will be responsible for payment of any such import duties and taxes.
When will I receive my item?
Please refer to our delivery options guide for estimated dispatch and delivery timings in above sections.
If you are ordering for international delivery we can’t be responsible for delays caused by customs.
During sales or busy periods delivery may take longer. We will do our best to notify you of any expected delays.
If items are undeliverable to you by the shipping provider, you will normally receive a notification card from the provider with instructions on how to receive your order. Normally your parcel(s) will be held for a defined period of time for you to collect or re-delivery will be attempted.
If uncollected items exceed this limit, they may be returned to us as the sender. All items received back to us will be refunded (excluding delivery charge) and returned to stock. You will be notified via email of the refund once processed.
What is your Returns Policy?
Once an order has been placed it cannot be cancelled. Instead you will need to follow the below returns policy.
We offer refunds on undamaged items within 14 days of the date of delivery - 7 days for sale items. In order to receive an exchange, the item(s) must be unworn, in perfect condition and in their original packaging. Refunds will be made via the original payment method.
Faulty items will be refunded in full, including delivery charges as well as the cost incurred by you in returning them to us.
Please try items with care. If you decide to return something, please ensure that it is in perfect condition. Any faults caused by the customer, such as pulls or make up marks, incorrect washing and damage from ironing, are not returnable and we will not be held responsible. Only manufacturing faults are returnable.
Items returned to us in a non-sellable condition, will not be refunded and will be sent back to you.
Unfortunately we do not offer refunds for sale items.
How do I make a return?
The customer must cover the cost of the return. All returns must be made with 14 days of delivery.When returning an order, we recommend sending all packages via recorded delivery as we do not accept any liability for packages lost in transit.
Please follow the below instructions for all returns:
- Email us at email@example.com to confirm your return. Please include your order reference number.
- We will send you an email to re-confirm the below return instructions.
- Complete the returns form included in your delivery
- Post your return to Lio Mara, Thornbrough High House, Corbridge, Northumberland, NE45 5PR
- Please obtain (and keep) proof of postage as we do not accept responsibility for parcels lost in transit.
What if my item is faulty?
Please contact us via email at firstname.lastname@example.org, providing your order reference number as well as much information as you can regarding the fault, including images where possible. We promise to do our best to advise you quickly with the best method for resolution.
We will contact you in writing to confirm the next actionable steps.
How long will it take to receive my refund.
The refund will be processed as soon as we receive your package and we will then email you to confirm it’s arrival. Please allow 10-14 working days for your refund to be received.
If you do not receive your refund after 14 working days, please do not hesitate to contact us at email@example.com.
How do you exchange an item?
Unfortunately we do not offer exchanges. If you wish to receive a different item to your original order you will need to place a new order via www.liomara.com and return your original item via the above instructions to receive a refund.