Shipping and Delivery

How much does shipping cost?

Delivery charges differ according to where we are shipping to.

United Kingdom

£ 6

Europe

£ 14

US & Canada

£ 25

Russia

£ 15

Rest of the World

£ 20

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 5.00pm GMT for UK orders, and 1pm for International orders. Orders received after the times given will be shipped the next day, orders received after the times given on Fridays will be shipped the following Monday.

If you require expedited delivery please contact Customer Care on shop@markuslupfer.com and our team will be happy to discuss alternative arrangements with you.

United Kingdom

Please allow 2-3 business days. We ship all UK orders via DPD Next Day service.

Europe

Please allow 2-4 business days. We ship all International orders via DHL.

United States

Please allow 4 – 5 business days. We ship all International orders via DHL.

Rest of the World

Please allow 4-7 business days. We ship all International orders via DHL.

Russia

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 shop@markuslupfer.com 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 the customer is 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.

Are orders shipped carbon neutral?

All DPD orders are shipped carbon neutral. We are working to upgrade our DHL service to allow for this also.

Returns Policy

We hope you're happy with your Markus Lupfer purchase, however if you change your mind simply return your item(s) within 14 days of receipt for an exchange or a refund.

I'm a UK customer, how do I return an item?

We offer a £6 returns service, which is deducted from your refund. To use this service fix both of the supplied Royal Mail Special Delivery labels to your original packaging and return your order via your local Post Office to the address below. We prefer that items are returned to us via Royal Mail to ensure that they are tracked and insured during transit, however you may return goods by another tracked and insured method if you wish. Please note, we do not accept liability for goods that are not returned using the Royal Mail Special Delivery labels enclosed with your order.


Returns Address:
Markus Lupfer Returns Dept
CML 3
Unit 3510
Wellington Parkway
Magna Park
Lutterworth
LE17 4XW

+44 (0)20 7682 0095
shop@markuslupfer.com


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 would always recommend using a secure signed for service as we cannot be held liable for any parcels lost or damaged in transit. Please retain your tracking information until we have confirmed your item has been received by our returns department.


We cannot issue any refunds or exchanges until goods have been received to the Returns Department.


On receipt of your returned item we will issue with a refund through your original payment method. Please note returns processing can take 24 hours from receipt at our fulfilment centre, and up to 72 hours during busy periods.

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.


I'm an International customer, how do I return an item?

Return the item(s) to us at the address below, including your delivery note and a completed returns form, using a tracked and insured service. 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.


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.


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. Please retain your tracking information until we have confirmed your item has been received by our returns department.


We cannot issue any refunds or exchanges until goods have been received to the Returns Department.


Returns Address:
Markus Lupfer Returns Dept
CML 3
Unit 3510
Wellington Parkway
Magna Park
Lutterworth
LE17 4XW

+44 (0)20 7682 0095
shop@markuslupfer.com


On receipt of your returned item we will issue with a refund through your original payment method. Please note returns processing can take 24 hours from receipt at our fulfilment centre, and up to 72 hours during busy periods.

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.


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.

Why is there no free returns option?

We don't believe there is such a thing as a free return, the cost is always passed to the consumer. As a majority of our customers are happy with their purchases we don't feel that all customers should share the cost for returns through increased costs. We currently subsidise UK returns, and are working on a solution for international returns. We aim to make returns as simple as possible, and will provide free ship and free returns promotions throughout the year. Sign up to our newsletter to keep informed on when these will be.

How do I exchange an item?

Return your item(s) following the procedure above and note on your return form the exchange you would like, e.g., size or colour. We will then dispatch your exchange free of charge once we receive the original item.

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 shop@markuslupfer.com 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 shop@markuslupfer.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;

email shop@markuslupfer.com:

[*] 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):

Date:

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 shop@markuslupfer.com 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 shop@markuslupfer.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.

Payment Methods

Which Payment Methods do you accept?

Our payment methods are based on your location and can include:
Credit/debit card payments via Visa, Mastercard, Maestro and AMEX.
Paypal, an easy way to shop online without having to enter your credit card details on the website. To register for a PayPal account visit the website paypal.com.
AliPay, WeChat Pay and Union Pay.
Klarna Pay Later, and Klarna Pay Later In 3 Instalments.
On mobile devices we accept Apple Pay.

What is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the payment provider of more than 100,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.

In which countries is Klarna available as a payment method?

Klarna is available to customers shipping to the United Kingdom, United States, Austria, Switzerland, Germany, Denmark, Finland, Netherlands, Norway and Sweden.

How does Pay later work?

Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card at www.klarna.com/uk

How does Pay later in 3 work?

Pay later in 3 will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. The minimum spend for Pay in 3 is £60/€60.

Am I eligible for Pay later?

To use Pay later you must be at least 18. Pay later is subject to your financial circumstances and a number of factors such as order value, previous order history and item availability. To improve your chances of being offered Pay Later please ensure you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. If you have had Pay later before does not mean it will be offered for every order and in turn, if previously denied it does not mean it will be denied for all future orders. When choosing Pay later, the assessment will not affect your credit rating.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna, you'll need to provide your mobile phone number and your email address. The mobile number is required in case we need to reach you. All statements will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive the payment information and so will be liable for delayed payment fees.

Will you run a credit search against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Markus Lupfer run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later?

Pay later is not always universally available. The Pay later method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. If Pay Later is not available there are other payment methods available to complete your order, such as VISA, Mastercard, Maestro and AMEX, Alipay, WeChat Pay and Union Pay, Paypal, and Apple Pay.

What happens if I cancel or return my order?

As soon as our Returns Department have accepted your return Klarna will cancel the statement or refund your payment. If you've made a partial return an updated statement will be sent to you from Klarna, if you've made a full return your statement will be closed.

What happens if I don’t pay for my order?

Payment is due 30 days after the item is shipped. To help you pay on time, Klarna alert you two days before payment is due – you'll receive email reminders to pay – and, if very late, Klarna also send you a text or letter, too. If you fail to pay Klarna for your order, your credit score will be affected.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Markus Lupfer. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email to pay for your order.

Have you received my payment?

Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com.

I have cancelled my order. How long will it take until I receive my refund?

As soon as we have registered your cancellation with Klarna they will process your refund within 5 business days.

How will I be refunded?

If you have paid for your order with card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.