Frequently Asked
Questions

We aim to prepare and dispatch orders as promptly as possible. Where feasible, orders are processed on the same working day — though during busy periods, new collection launches or seasonal peaks, processing may take a little longer.

Orders placed on a Friday, weekend or UK Bank Holiday are normally processed from the next available working day. Standard UK delivery is usually expected within 5–7 working days following dispatch.

Delivery times are estimates and may occasionally be affected by circumstances outside our control.

We do not normally process or dispatch orders on weekends or UK Bank Holidays. Orders placed during these periods will be processed from the next available working day.

Yes — LIMA welcomes customers internationally and offers delivery to a selection of destinations worldwide.

Available delivery options and charges are calculated at checkout once you have entered your complete delivery address and postcode. International delivery times vary depending on the destination and local customs procedures.

Delivery charges are calculated according to your delivery address, destination and available shipping service. Once your full and correct delivery details have been entered at checkout, the appropriate delivery charge will be displayed before payment.

Further information can also be found within our Shipping & Delivery section.

International orders may be subject to customs duties, import taxes, handling charges or other local fees when entering the destination country.

Unless expressly stated otherwise at checkout, these charges are not included in the price paid to LIMA and remain the responsibility of the recipient. We recommend checking your local requirements before placing an international order.

Please allow the estimated delivery period shown for your chosen delivery service. If your UK order has not arrived within 10 working days, or your tracking information has not updated for an unusual period of time, please contact our Customer Care team.

Include your full name and order number so we can investigate the delivery for you. International deliveries can take longer due to distance, local delivery networks and customs clearance.

At present, LIMA does not offer free returns. Unless we have advised otherwise, customers are responsible for arranging and paying for the return of their order.

We strongly recommend returning your item using a tracked and insured service and retaining your proof of postage until your return has been successfully processed.

Please refer to our Returns, Refunds & Customer Care page for full details.

If your order has not yet entered our fulfilment process, please contact us as soon as possible and we will endeavour to cancel it before dispatch.

If your order has already been dispatched, you may need to receive it and then follow our returns procedure. For eligible online purchases, you also have statutory cancellation rights under UK consumer law. Certain exclusions may apply, including bespoke, personalised and made-to-measure garments.

Every LIMA order is prepared with care, and we are sorry if something has not arrived as expected. If you receive an item that appears to be faulty, damaged or different from what you ordered, please contact:

returns@lima-official.co.uk

Please provide your full name, order number, contact details, a brief description of the issue, and clear photographs showing the fault, damage or incorrect item.

As bespoke, personalised and made-to-measure LIMA pieces are created or altered specifically for you, they cannot normally be returned or exchanged simply because you have changed your mind.

This does not affect your statutory rights where an item is faulty, damaged or not as described. We therefore recommend carefully reviewing and confirming your measurements, design selections and specifications before your bespoke order is finalised.

We recommend consulting the LIMA Size Guide available on our website before placing your order. As the cut and silhouette of individual garments may vary, additional fit information may also be provided on individual product pages.

If you require further assistance before purchasing, please contact our Customer Care team and we will be happy to help you select the most appropriate size.

LIMA pieces may feature delicate fabrics, embroidery, embellishment and specialist craftsmanship. We therefore recommend following the individual care instructions provided with your garment.

Certain pieces may require specialist or professional dry cleaning. Please avoid using a general care method across all LIMA garments, as materials and embellishments may require different treatment.

Yes — LIMA offers a private bespoke and made-to-measure service for customers seeking something more individual.

From considered alterations to pieces created around your measurements and preferences, our service offers a more personal expression of LIMA. For bespoke and made-to-measure enquiries, please contact our Customer Care team for further information.

For general enquiries, assistance with an order or information about our collections, reach out to Customer Care. For returns, exchanges and faulty-item enquiries, please contact our Returns team directly.