SHIPPING & RETURNS

HOL is not responsible for any items bought in concessions, only items bought in our concept stores!

Exchanges

Exchanges are allowed within 14 days of the initial 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 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:

House Of Lancry Return & Exchanges

USA
401 CENTRAL AVENUE
CEDARHURST, NY 11516

LONDON
10 parson street, London, UK
NW4 1QB

If you don’t want to exchange your item with another size or color, please email us and we will create a credit for you. This credit will be available for a week from the date of its creation.

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 must be returned with their original case or box.

  • 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. 

  1.  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 - customerservice@houseoflancry.com.
Please insert the return paper in your package. 

  • Return shipping costs are at Customer’s charge, HOL does not provide free returns and/or shipping labels. Customers may choose any courier or post service to ship returns. These costs are excluded from refunds/store credit. 

  • We strongly recommend that you use a trackable courier service to return the items as they are under your responsibility until they reach us.

  • Please note you are responsible for any handling costs of returning items to us, unless you have received a defective product. 

  • 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. 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.

  1. Non-returnable and Non-refundable items 
    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 customerservice@houseoflancry.com or WhatsApp our Customer Service at +44 7590426554 and we will do our best to find the best solution for your needs.


FOR ALL INTERNATIONAL ORDER INQUIRIES
Please contact: info@houseoflancry.com
Subject: ORDER (and ORDER NUMBER)

  1. On your returns form please indicate whether you wish to receive a refund or exchange your item and enter one of the returns reason codes. 

  2. If you wish to exchange your item, we recommend contacting us before posting to ensure stock availability.

  3. Pack your returns in the original delivery packaging and label with our return address (below).

  4. You will be responsible for arranging to have the item(s) returned to us and for any costs incurred. 

  5. We strongly recommend that you use a trackable courier service such as DHL Express or UPS to return your items to us, as we will be unable to offer refunds on items that do not reach us.

  6. You will be notified by email once your returns have been received and processed.