Exchanges
- Exchanges are allowed within 14 days of the delivery date.
- All items must be returned in their original condition.
- Shipping and handling charges for return merchandise are not refundable unless we have made a shipping error.
Returns
Returns from outside of the EU/UK must be invoiced as “RETURNED GOODS – OF NO COMMERCIAL VALUE”to prevent them being held at UK Customs. If requested by shipping company, put value to USD 10. If you don’t mark the shipment clearly with No Commercial Value/Return, we risk getting charged for import tax and custom. Any custom or VAT related costs due that the return package is not marked correctly, will be charged back to you.
The return and financial responsibility is yours until it reaches House Of Lancry and are confirmed by a delivery confirmation. Please notice that we can exchange your items to another size or type if available in stock. You will be charged for the new postage of the return. Please send all returns or exchanges to the below address with a letter and explanation.
- All returns must be shipped within 7 days from the date you received your order.
- To request a US return, click here.
- To request an International return use the form enclosed in your package, filling in all required details. Ensure your return meets all conditions before contacting our Customer Care Team at info@houseoflancry.com for return approval.
- Insert the completed return form in your package before shipping.
Returns Terms & Conditions
Returns Terms & Conditions
- All items must be returned in their original condition. Items must not have been worn, washed or altered in any way (make-up stains or any other imperfection), and must not show any signs of wear.
- Items must be returned with all original labels and tags still attached, packaging and other accessories (tote bags, cases, boxes, etc.) received with the order.
- Shoes and other accessories must be returned with their original boxes, which must not be damaged and/or altered or used as the external parcel for the shipment.
- Jewelry and Sunglasses are not refundable.
- Returns can be packed in the HOL shipping bag or any other type of suitable packaging.
- HOL reserves the right to refuse unauthorized returns and/or returns that do not comply with the Return Policy. In case of receiving unauthorized returns, the box will remain Customer’s property and will be returned to the shipper, provided payment of shipping fees. If the clothes come damaged, with make-up stains, or any other imperfection, we reserve the right to refuse the return. Shipping and handling charges for return merchandise are not refundable unless we have made a shipping error.
Returns instructions
All returns must be shipped within 7 days from the date you received your order. To request a return use the form enclosed in your package. Fill in all the required information. Please make sure that you comply with all the conditions for returning your item and contact Our Customer Care for return approval - info@houseoflancry.com
Please insert the return paper in your package.Please note that the customer is liable for extra fees incurred for incorrectly marked returns, should they be held at Customs.
Please note that you can not get a refund when you buy a pre-order item or an article on sale. Different conditions apply for pre-orders and sale items.
Non-returnable and Non-refundable items
NON REFUNDABLE
Items purchased as a preorder are not refundable (we are making this item specially for you) ! however if not suitable we can offer a store credit. (T&C of credit written above.) Items Purchased from our Apparel collection are not refundable as all proceeds go to charity Orders purchased with a discount code 20% and above are not eligible for a refund! - however you have 10 days to exchange.
HOL reserves the right to refuse returns in the following cases:
- If items are not returned in their original conditions;
- If items are not returned with their tags, boxes, and labels properly attached;
- If items are not returned within 7 days from the date you received your parcel;
- If items show any usage or damage signs (perfume, make-up stains);
- If the return is not complying with the RETURN TERMS & CONDITIONS for any reason;
Please note that if you return an item that is non returnable, we won’t proceed to the refund of this item.
Still, need help? Simply email us at info@houseoflancry.com and we will do our best to find the best solution for your needs.
House Of Lancry Return & Exchanges Address
USA: House of Lancry Returns & Exchanges 401 Central Avenue Cedarhurst, NY 11516
UK: House of Lancry Returns & Exchanges 10 Parson Street London, NW4 1QB
If you don’t want to exchange your item with another size or color, please email us and we will create a store credit for you. This credit will be available for one month from the date of its creation - NO EXCEPTION!
Gift cards are valid only for one year only!
For any further assistance, feel free to reach out to our team.
How to Return an Item
- Indicate on the return form whether you want a refund or exchange and include the appropriate return reason code.
- If exchanging, contact us first to ensure stock availability.
- Pack your return securely using the original delivery packaging.
- Label the package with our return address.
- Arrange return shipping and cover all costs incurred.
- Use a trackable courier service (e.g., DHL Express, UPS) to return items, as HOL is not responsible for lost returns.
- You will receive an email confirmation once your return is processed.
For any further questions, our team is happy to assist you!
For further questions, contact our Customer Service Team:
📩 Email: info@houseoflancry.com
For inquiries, email info@houseoflancry.com with the subject line: ORDER (Your Order Number).