I ordered by mistake. How can I cancel my order?
We cannot cancel orders that are more than 10 hours old.
I entered wrong details!
The clothes do not fit me, can I get another size?
There is something wrong with my product(s).
Damages: If there are damages, such as stains, holes or ripped material, please contact us with close-up pictures, and we will look into it further! If an item arrives completely defective, you are eligible for a refund.
Color: Be aware that monitors and screens are different and colors may look different from device to device; products may look different in real life than on the product pictures as model pictures are usually taken with studio lighting. Also, be aware that, for clothes that have overall prints or patterns, the position of the pattern will be unique from clothing piece to clothing piece and might not match the pictures 1:1. If a product has multiple color variants and you received the wrong color, it might be that there was a mistake when packing your order, please contact us, we will send you the correct one immediately.
Material: You can find the fabric type on each product page. As the logistics team aims to send out our products in the most efficient way, some pieces might be very tightly folded and therefore need gentle ironing/steaming (please, use the lowest heat setting possible!) to get rid of wrinkles. In case you do not like the material, you may return your item to us and receive a refund (see return policy below). For washing instructions, please read here.
Size: Again, all our product pages have sizing charts - please, use them! Asian sizes are significantly smaller than US or EU sizes, so please do not just order your usual size. If something does not fit, you may return it to us and receive a refund (see return policy below), but we cannot give you a refund without receiving the product back. When a product is "One Size", it does not mean "one size fits all", it means that this particular product is only available in one single size -- the measurements for these are always on the product page. If you received a size that you did not order, there might have been a mistake when packing your order. Please, contact us and we will send the right size on its way! More about sizing can be read in our FAQ.
Threads/Closed buttons: It is an Asian custom to leave threads hanging and buttonholes sewn shut to indicate that the clothes are newly manufactured and have not been worn before. You can just take sharp scissors and cut off the threads and open the buttonholes! :) If you are planning to return the item, please leave the threads and do not open the buttonholes.
Lianox' Call For Sustainability: Reduce CO2 Emissions with Lianox
(If you are not interested in sustainability and how returns affect our environment, please skip this part and scroll down.)
We get it, online shopping is great, especially for unique items that you might not ever find at your local stores. However, sending parcels around the world is extremely taxing on the environment and causes a lot of CO2 emissions. Lianox orders directly from the manufacturer without unnecessarily shipping products from warehouse to warehouse to keep the carbon footprint small. But returns are a huge problem for the fashion industry -- customers often order large amounts of clothes fully knowing that they will return most of their order, and very often, these returned clothes cannot be sold or donated anymore and will get destroyed or simply sit in warehouses with no purpose.
You can give clothes another life: We would be more than happy if you considered giving/reselling the clothes by yourself (for example, to friends or family, local second hand stores or flea markets etc., on Mercari, Poshmark, Depop, Ebay, Vinted [former Kleiderkreisel]...) instead of going through the hassle of returning them to us via mail. Sending around parcels over country borders is not only taxing on the environment, but - depending on location and carrier service - you might pay more for shipping than what the item is worth. Consider going a more sustainable route!
Here are some websites where you can give away/sell clothes:
If you still decide you want to return your item(s) in exchange for a refund to your original method of payment, please scroll down for our refund policy!
We permit you to initiate the return process for 14 days after delivery. If 14 days have gone by since you parcel arrived and you haven't contacted us about returning your item(s), unfortunately we can’t offer you a refund/return. We permit returns to multiple locations, for EU and non-EU customers.
Use this template for contacting us to initiate the return process:
- Full name:
- Shipping address:
- Order number:
- List of items you want to return:
To be eligible for a return, your item must be unused and in the same condition that you received it in. It must also be in the original packaging, meaning the plastic wrap around the item must be intact. You also need to return the plastic bag/parcel in which you received the order in (or at least the labels that are on them) as this/these state the production value. That tremendously helps with customs when you ship it back to us!
We require a receipt or proof of purchase to initiate the return process. We can identify you quickly when you contact us with the email you used for ordering. Please, make sure to include your name and order number in this email.
Please, never send your purchase back to the address you got it from! Contact us first!
After contacting us, we will give you instructions on how to mail the items to us.
You will be responsible for the postage fee to ship the items to our German offices (for EU countries*) or to our logistics center in China (for non-EU countries*). Shipping costs are non-refundable.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Inspecting and refunding your item may take up to two weeks. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
If you have paid with a credit card, please be aware that the purchase might not be refunded directly to your connected bank account but instead will be deleted from your next bill.
There is often a small processing time before a refund is posted, please contact your bank about that.
If we have processed your refund but you have not received a refund within 2 weeks, please contact us at email@example.com or via our contact form.
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden
🌎 Non-EU countries:
Everything else, INCLUDING The United Kingdom, The United States of America, Australia, Canada & many more. Click on "Non-EU countries" for a full list, you can use CTRL-F on the website to find your country quickly!