Shipping and Delivery
How much does shipping cost?
Delivery charges differ according to where we are shipping to.
US & Canada
Rest of the World
How long does shipping take?
We endeavour to ship orders on the day we receive the order provided the order is placed on our website prior to 4pm GMT. Orders received after 4pm will be shipped the next day, orders received after 4pm on Fridays will be shipped the following Monday.
If you require expedited delivery please contact Customer Care on email@example.com and our team will be happy to discuss alternative arrangements with you.
Please allow 2-3 business days. We ship all UK orders via DPD Next Day service.
Please allow 2-4 business days. We ship all International orders via DHL.
Please allow 4 – 5 business days. We ship all International orders via DHL.
Rest of the World
Please allow 4-10 business days. We ship all International orders via DHL.
Orders sent to Russia are shipped tracked via Royal Mail and can take 1-3 weeks to arrive.
Please allow an additional 2-3 days for delivery during busy periods such as UK bank holidays, Christmas and sale periods. We will endeavour to keep you updated if there is an expected delay in shipping. We will also make notice in advance, in various locations of our website, and via our email communications, of last shipping dates for holiday periods.
Can I track my order?
We will provide you with a tracking number once your order has shipped. If you have not received one please contact Customer Care on firstname.lastname@example.org who will be able to email you the details. We require a signature for all deliveries so please ensure someone is available to sign for your order.
Do I need to pay taxes and import duties?
For international destinations we remove the UK tax (VAT) so the price you see is without tax. The customer is then responsible for all import duties, customs and local sales taxes levied by the country you are shipping to. Payment of these will be necessary to release the goods from customs on arrival. We are unable to advise on how much these costs may be.
Our delivery company will normally contact you prior to delivery and will require payment before delivering the goods, alternately they may require payment or delivery, or, you may be required to pay the import taxes and duties direct to any customs, local, or national government authority.
If you do not wish to pay duties to release your item(s) from customs, you will be refunded minus any shipping charges incurred.
We hope you love your new purchase, however, if you are not completely satisfied you have 14 days to return it to us for exchange or refund, minus delivery charges.
How do I return an item?
Return the item(s) to us at the address below, including the original delivery note, items and packaging. Please complete the returns form included in your package so we can process your return quickly.
Goods must be returned in an unused and saleable condition with all tags intact and accompanied by the original delivery note or order number. Returns that are damaged, soiled or returned without their original labels may not be accepted and may be sent back to the customer. Please take care when trying on items as these must be returned new and unused. Any odour, including perfume, or marks such as make-up, tanning products, or deodorant, will mean we cannot accept the item and it will be returned to you.
We do monitor the number of returns made by customers in order to improve services and procedures. Continued returns will be flagged and may, at our discretion, result in future orders being refused.
Return shipping is at the customers own expense and risk. We would always recommend using a secure signed for service as we cannot be held liable for any parcels lost or damaged in transit.
We cannot issue any refunds or exchanges until goods have been received to the Returns Department.
For international customers, please be sure to mark your return shipment as “Returned Goods” on any customs or postal forms. Failure to do so may delay the issue of any refund due and can result in the shipment being returned to sender. Additionally, any duties incurred by incorrect customs declarations will be deducted from the refund due.
Markus Lupfer Returns Department
If you have any questions please contact customer care on +44 (0)20 7682 0095 during between 9am-6pm GMT
Or email email@example.com
On receipt of your returned item we will issue with a refund through your original payment method.
What if I return an item outside of the 14 day returns period?
Your return should be sent to us within 14 days. Returns received outside of this timeframe will be accepted at our discretion. We may offer an exchange or credit note instead of a refund.
Can I return personalised or bespoke items?
Please note we cannot accept returns on personalised products, such as monogram or bespoke items, unless damaged or faulty on receipt.
How do I exchange an item?
If you wish to make an exchange please return your item(s) following the procedure above. Note on your returns form what you would like to exchange your item for. We will then dispatch your exchange free of charge once we receive the original item. Our customer care team will contact you to take payment, or arrange a refund, if there is a price difference between the items.
How quickly will I receive my exchange?
We can only despatch the exchange once the original item has been received at the Returns Department. Once received we will despatch the exchange within 1-2 days and you will receive according to the shipping times for your country. Please contact Customer Care on firstname.lastname@example.org if you would like to expedite the delivery of your exchange and our team will try to assist.
Is there a charge for an exchange or return?
There is no charge or restocking fees for an exchange or return. You will be responsible for the shipping costs for the returned item, but for an exchange we will despatch the replacement item(s) free of charge.
Cancelling an order
If you are in the EU you have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If you wish to cancel you must do so within 14 days of receipt, providing us with a written notice. You may use the model cancellation notice provided below, however it is not obligatory. Please contact email@example.com in writing with your wish to cancel the contract for your entire order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You then have a further 14 days to return your order to us. We recommend you insure the return shipment as you are under a duty to take reasonable care of the goods and will liable for damage or loss until we receive them. We recommend therefore you use a secure, trackable means to return your order and that you retain proof of posting. Please note you must cover the cost of the return shipment.
All items must be returned unused, in their original condition, and sellable. We will refund the full value of your order, including the shipping costs within 14 days of receiving your notice of contract cancellation. We may make a deduction from the reimbursement for loss in value of the Items, if the loss is the result of unnecessary handling by you.
Model Cancellation Form:
(Complete and return this form only if you wish to cancel your order.)
To Markus Lupfer First Floor,
6 Academy Buildings, Fanshaw Street,
London N1 6LQ;
[*] Delete as appropriate
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*]:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent by post):
What happens if I receive a faulty item?
We pride ourselves on the quality and finish of every item we produce but on very rare occasions a faulty item may slip through our meticulous quality control. Should you receive a faulty item, please contact our Customer Care team on firstname.lastname@example.org within 14 days, sending us a description of the fault and where possible attach photos to show the problem. Our customer care team will then be able to organise an exchange or full refund for you and arrange a collection (location dependant) or authorize the refund your return shipping. Please note a receipt or proof of purchase will be required in order to refund any shipping charges incurred.
Products are deemed ‘defective’ if they do not confirm to the implied terms under the United Kingdom Sale of Goods Act 1979 which require that product sold must correspond to their description and be of satisfactory quality.
If your items become faulty within 6 months of receipt the law will treat them as being faulty when you received them. Items which are damaged as a result of normal wear and tear will not be considered defective. If your items shows faults after 6 months please contact email@example.com with photos to show the problem. Our customer care team will then advise if a repair is possible, provide costs, and outline the process. If you ask for a refund for items we may offer a gesture of goodwill in the form of a coupon code as opposed to a replacement or refund. We do not offer exchanges in the place of a repair.