Refund policy

OUR GUARANTEE: If you're dissatisfied with your purchase for any reason, contact us at email@lissimaofficial.com within 30 days of your Lissima order being delivered.

In order to be eligible for a refund, you must contact us before initiating a return so we can process it properly. Returning items without prior communication makes it much harder for us to identify your products and will delay your refund.

We ship from more than one location, so the correct return address depends on your order. If you send items back to an address we haven't given you, we can't take responsibility for reshipping or tracking them down.

To be eligible for a return, you must:

  • Write your order number and name clearly and include it in the package

  • Send back all items from your order in their original packaging

  • Return any complimentary gifts unopened and unused

  • Return the items within 30 days of your order being delivered

 

 

RETURNS OF PRODUCTS: To qualify for a return, the product must be unused and in its original packaging. We reserve the right to decline returns that don't meet these criteria.

You are responsible for the cost of returning the product to us. We strongly recommend a trackable shipping method and ask that you email us the tracking number so we can monitor your return. Without tracking, we can't confirm a return that doesn't reach us.

Once your return arrives and has been inspected, we'll refund the purchase price of the item to your original payment method.

 

 

DAMAGED, FAULTY OR INCORRECT ITEMS: If anything arrives damaged, faulty, or isn't what you ordered, contact us at email@lissimaofficial.com within 14 days of delivery with your order number and clear photos of the item, the fault, and the packaging.

We'll investigate straight away. Once confirmed, you choose — a full refund including your original delivery charge, or a replacement sent out to you. You won't pay postage either way, and in most cases we won't ask you to send the item back.

 

 

UNDELIVERED OR RETURNED TO SENDER: Where a parcel is returned to us because the address was incorrect or incomplete, we'll email you and offer a full refund for the products, or reshipping to a corrected address once a new shipping fee is paid.

Where a shipment is returned to us as undelivered through no fault of yours, you'll receive a replacement or a full refund, at your choice, at no extra cost.

YOU ARE RESPONSIBLE FOR THE SHIPPING INFORMATION YOU PROVIDE. PLEASE MAKE SURE YOU ARE ENTERING THE CORRECT SHIPPING ADDRESS FOR YOUR ORDER.

 

 

REFUSED PACKAGES: If you decline a package, it will incur a return shipping fee, which is deducted from your refund. We won't know the exact amount until the carrier bills us, and we'll tell you what it is before processing your refund.

Refused shipments can spend a long time in carrier limbo before finding their way back to us, which delays your refund considerably. If a refused parcel goes missing in return transit, contact us and we'll open a claim with the carrier and sort it out with you.

We strongly advise accepting your package and contacting us to arrange a proper return instead of refusing delivery. It is faster for you and simpler for everyone.

 

 

LOST OR STOLEN PACKAGES:

Before delivery — if your parcel goes missing in transit, we are not responsible.

After delivery — if tracking shows delivery but you can't locate your parcel, check with neighbours and around your property first, as carriers often leave parcels in safe places without telling anyone. If it still hasn't turned up, contact us and we'll raise it with the carrier and do what we reasonably can.

 

 

DELAYED ORDERS: If your order is running significantly behind the estimate on our Shipping Policy, we'll email you.

If any order has not arrived within 60 days of purchase, we will contact you and offer a full refund. You can take the refund or choose to keep waiting — entirely your call.

 

 

MISSING ITEMS: We understand that receiving your order on time and complete matters to you. It matters just as much to us.

If something is missing from your order, contact us so we can arrange a replacement or refund the missing item — your choice. Please include your order confirmation number in the subject line so we can find your order and process your request quickly.

 

 

SUBSCRIPTION CANCELLATION: You can cancel your subscription after a 14-day period from the date of their initial order. The purpose of this policy is to allow sufficient time for customers to receive and try our product. After the 14-day period, customers can cancel their subscription. To do so, customers must email our support at email@lissimaofficial.com to begin the return process. The cancellation request should be made after the 14-day period has elapsed. Customers will not incur any further charges or receive additional shipments once the subscription is canceled. For any questions or assistance with the cancellation process, customers can contact our customer support team.

Please note that by placing an order and subscribing to our product, you agree to adhere to the cancellation policy outlined above.

 

 

STORE CREDIT: If you'd rather have store credit than a refund, we'll add 10% on top as a thank you. Always your choice, never a substitute for a refund you're entitled to.

 

 

EXCHANGES: We don't offer direct exchanges. The fastest route to a different item is to return the original for a refund and place a new order.

 

 

ITEMS WE CAN'T ACCEPT: Gift cards, and items marked final sale at the time of purchase. Nothing here affects your rights if an item is faulty or not as described.

 

 

YOUR STATUTORY RIGHTS:

US, Canadian and Australian customers — our 30-day guarantee applies to you in full, and nothing in this policy limits the consumer rights you hold under your own country's or state's laws.

EU/UK customers — you have the right to cancel within 14 days of receiving your order, for any reason, without explanation. Email us to cancel, then return the items within 14 days of telling us. We'll refund you to your original payment method within 14 days of receiving the goods back or of you providing proof of postage, whichever is sooner. This sits alongside our 30-day guarantee.

 

 

How long does it take to process a return?

Please allow up to 10 business days from your return arriving with us for it to be inspected and processed.

Refunds are issued only to the original form of payment. Once processed, credit and debit card refunds usually take a further 3–10 business days to appear on your statement, depending on your bank.

If it's been more than 20 business days since your return arrived and you still haven't seen the refund, contact us and we'll chase it.

 

 

Lissima - Flat 5003, Vista River Tower, M3 4GG, Manchester, United Kingdom (email@lissimaofficial.com) — we reply within 1–2 business days, Monday to Friday. Lissima is a trading name of RKPD Ecommerce Ltd, registered in England and Wales, company number 15436302.