Customer Care / FAQ

 1. GENERAL:

How does the LISSOME online shop work?
LISSOME is an online marketplace that connects consumers with independent designers around the world, so unique products are delivered from each designer’s studio straight to your door. We’ve simplified the discovery of independent brands, so you can shop unique products easily with a seamless experience. LISSOME handles everything - from the payment to the customer service and acts as an intermediary between yourself and the designer so you can rest assured that we will always be around to help in the uncommon event that something goes wrong.

How can I contact you?
Email our customer service team at shop@thelissome.com. 


2. PAYMENT SECURITY:

What currencies does LISSOME accept?
Currently, we accept EUR. 

How can I pay?
We accept Mastercard, VISA, Apple Pay and Paypal. Payment is taken at the time of ordering. 

Is it secure?
At LISSOME, we take security very seriously, so your details will be safe with us. Our payment provider Stripe is certified to PCI Service Provider Level 1 - the most stringent level of certification available. Furthermore, any other sensitive customer information is encrypted using secure socket layer technology (SSL) and stored on dedicated, secured servers. You will see a small padlock sign in the address bar across the site - so we’ve secured the entire site not just the payment page. We do not share or sell your details, for more information on how we protect customer information, read our Privacy Policy.
 

3. SHIPPING INFORMATION:

Where do LISSOME designers ship to?
We are currently delivering within the European Union (EU) to the following countries: Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Ireland, Italy, Luxembourg, Netherlands, Poland, Portugal, Spain, Sweden, UK. 

How long does shipping take?
The designers will dispatch your order within two working days and you will receive an email when it has been dispatched with tracking details. The delivery time for EU shipping is 7 days. Some products are made to order and may take longer, but trust us, your order is truly unique and it will be worth the wait. If you have any questions, please email our caring customer service team at shop@thelissome.com.

How much does shipping cost?
All prices include EU shipping + VAT.


4. RETURNS POLICY:

What is the return and refund policy at LISSOME?
If you receive your order and you are not satisfied with your purchase, you can return it within 14 days of receipt (this excludes lingerie and earrings for hygienic reasons, as well as customised and made-to-order pieces). We do not offer free returns. Tights must be returned in unopened packaging and undamaged. To return your item, please email us at shop@thelissome.com with your order number and we’ll provide you with the designer’s return address.

Once your order has been returned to the designer and the designer confirms it is in good condition and with all original tags attached, we’ll issue the refund to your account. We may refuse any returns that do not comply with our conditions stated above. Refunds will be processed back to your original payment method within 3-5 working days of receipt of your return. You will receive an email confirming the refund being processed. For anything beyond 14 days of receipt, it is at the discretion of the designer to accept a return, exchange and/or refund. We will help liaise with the designer to come to a solution that benefits everyone. If you have any issues at all, please email our customer service team at shop@thelissome.com.

Who do I return my order to?
Our designers handle their own shipments and ship directly from their studios. Hence, all returns must be sent directly back to them. When you request to return an item with shop@thelissome.com, we will share the designer's address to send your return back.