Returns, Refunds
& After Care

If you wish to return an item purchased online, please contact our Customer Care team by email before returning your order.

Please include:

Our Customer Care team will acknowledge your request and provide you with the appropriate return instructions.

Please send returns to our dedicated Customer Returns Department:

Please note: This address is for the receipt of returns only. All enquiries relating to orders, returns or refunds should be directed to our Customer Care team by email rather than to the above location.

We recommend using a tracked and insured postal or courier service when returning your order, and retaining proof of postage until your return has been successfully processed.

Unless an item is confirmed as faulty or we have advised otherwise, the cost of returning an item to LIMA is the responsibility of the customer. LIMA cannot accept responsibility for returned parcels that are lost or damaged before reaching us.

We take great care in presenting every LIMA piece and kindly ask that returned garments are treated with the same care. To be eligible for a return, items should be returned:

We reserve the right to refuse a return or make an appropriate deduction where an item has been worn, damaged, altered or handled beyond what would reasonably be necessary to inspect it.

If you wish to cancel an eligible online purchase, please notify us within 14 days of receiving your order.

Once you have notified us, the eligible goods should then be returned within the applicable return period and in accordance with the instructions provided by our Customer Care team.

Once your return has been received and approved, we will arrange the appropriate refund.

Approved refunds will normally be made using the same payment method used for the original purchase, unless otherwise agreed or required.

Please allow time for your bank or payment provider to process the transaction after the refund has been issued.

Where an entire eligible order is cancelled in accordance with your statutory cancellation rights, any applicable standard delivery charges will be dealt with in accordance with UK consumer law.

Where stock permits, we may be able to exchange an eligible item for another size of the same design.

All exchanges are subject to availability. If the requested replacement is unavailable, we may instead arrange a refund for the returned item.

Our bespoke and made-to-measure service is one of the most personal expressions of LIMA. Garments that have been made to your individual measurements, altered specifically for you, personalised or otherwise created to your specification cannot normally be returned or exchanged simply because you have changed your mind.

This does not affect your legal rights where an item is faulty, damaged or not as described. We therefore encourage customers using our bespoke or made-to-measure service to carefully confirm all measurements, specifications and design choices before an order is finalised.

For hygiene and health protection reasons, certain products may not be eligible for return once their hygiene seal, protective packaging or other relevant protection has been removed.

Where applicable, any such restrictions will be clearly communicated as part of the product information or purchasing process. Your statutory rights remain unaffected.

Every LIMA order is carefully considered, and we want each piece to reach you in the condition in which it was intended.

If you believe that you have received an item that is faulty, damaged or incorrect, please contact our Customer Care team as soon as possible. Please provide your order number, a description of the issue and, where possible, clear photographs showing the fault or damage.

Once the item has been assessed, we will advise you of the appropriate resolution, which may include a repair, replacement, exchange or refund depending on the circumstances and your statutory rights. Where an item is confirmed to be faulty, LIMA will deal with reasonable return costs in accordance with applicable consumer law.

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.

Once an order has been dispatched, it may be necessary to receive the order and then follow our returns procedure.

For eligible online purchases, you also have statutory cancellation rights under UK consumer law. These rights are separate from any additional returns policy offered by LIMA. Certain exemptions may apply, particularly to bespoke, personalised or made-to-measure products.

On rare occasions, we may need to cancel an order. This could occur because an item has unexpectedly become unavailable, we have been unable to authorise payment, there is an issue with the billing or delivery information supplied, or we have identified an error relating to the order.

If we need to cancel your order, we will endeavour to contact you as soon as reasonably possible and arrange any refund due.

At LIMA, exceptional service is an extension of the care we place into our collections.

If you have a question about your order, delivery, return, refund or any aspect of your LIMA experience, our Customer Care team will be pleased to assist you.

We aim to respond to enquiries as promptly as possible during our normal working days.

Nothing within this Returns & Refunds Policy is intended to restrict or exclude any rights you may have under applicable UK consumer law. Your statutory rights remain unaffected.