Last updated: 8 September 2026
This policy applies to all orders placed on liraelondon.com, operated by MF COMPANY GLOBAL LTD ("Lirae London", "we", "us", "our"). It explains how to cancel an order, return an item and receive a refund, and sets out your legal rights as a consumer.
We know that buying clothing and footwear online means judging fit from a screen. If something doesn't work on you, returning it is straightforward — that's part of how we expect people to shop with us.
The short version
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a consumer based in the United Kingdom or the European Union you have the right to cancel your order without giving any reason.
This statutory right applies to every item we sell, including items bought in a sale or with a discount code. Nothing in the rest of this policy limits it.
Beyond your statutory rights, we offer an extended goodwill window: you may request a return for any reason within 30 days of delivery, including because an item doesn't fit or doesn't suit you. Requests submitted after 30 days cannot be accepted under this goodwill window, though your statutory rights in respect of faulty or misdescribed goods continue to apply — see section 10.
To be eligible for a return, an item must be:
Footwear must additionally be returned in its original box, undamaged and unmarked. The box forms part of the product. Please do not tape or write on the box itself — place it inside an outer mailer. Soles must be free of scuffs, gravel and wear.
Trying things on: please try garments on over your own clothing where you can, in a clean, dry space and away from cosmetics and fragrance, and try footwear on a carpeted surface. Marks from foundation, tan or deodorant, and scuffed soles, are the most common reasons a return has to be refused.
Returns that arrive worn, washed, altered, marked or without tags may be refused or refunded at a reduced value reflecting the loss in condition. Where a return is refused, we will contact you with photographs and can send the item back to you at your cost.
The following are excluded from our 30-day goodwill window:
Sale and discounted items are not excluded. Anything bought in a promotion, in a sale, or with a discount code can be returned on the same terms as a full-price item.
Under the Consumer Contracts Regulations 2013, the statutory 14-day right to cancel does not apply to goods made to your specification or clearly personalised. Apart from that narrow exception, your statutory right to cancel applies to everything we sell. These exclusions never apply where an item is faulty, damaged on arrival or not as described.
Every product page carries a size guide with measurements, so you can compare a piece against something you already own and wear. Material composition is listed under the product description. If you are between sizes or unsure how a piece is cut or how a shoe runs, email us before ordering — we will tell you honestly and suggest a size.
Returns because something doesn't fit are entirely normal and are handled under our 30-day window in the same way as any other return.
Important: do not send any item back before receiving a return authorisation and a confirmed return address. Our returns are processed through dedicated facilities, and the address on your parcel is not a valid return address. Unauthorised returns cannot be tracked, matched to your order or refunded.
If you need a different size or colour, email us with your order number and the size you want. We will tell you whether it is in stock and can hold it for you while your return is in transit.
Where stock is limited, the fastest and safest option is to place a new order straight away and return the original for a refund — this guarantees you the size before it sells out. Exchanges are dispatched once your original item has been received and inspected.
If something is wrong with your order, we will put it right. Contact us within 30 days of delivery with photographs of the item and its packaging.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Where an item does not meet these standards:
Please note that minor variation in shade between batches, the natural texture and slub of woven fabrics such as linen, natural variation in the grain of leather and suede, and creasing from transit are characteristics of the material rather than defects. Damage caused by wear, by washing or cleaning contrary to the care instructions, or by alteration is not covered.
If your tracking has not updated for 10 consecutive business days, or your parcel has not arrived within the estimated delivery window, contact us and we will open an investigation with the carrier. Where a parcel is confirmed lost in transit, we will resend your order or issue a full refund at your choice.
It is your responsibility to provide a complete and accurate delivery address at checkout. If a parcel is returned to us because the address was incorrect or incomplete, because delivery attempts were refused, or because the parcel was not collected from a pickup point within the carrier's holding period, we will refund the value of the goods less any return charges applied by the carrier.
Where you refused or did not collect the parcel because you had already cancelled your order under your statutory right in section 1, you will be refunded in full including the standard delivery cost you originally paid.
Reshipment can be arranged and will require payment of a new delivery fee.
Orders are processed quickly. To cancel or amend an order before it ships, email us within 12 hours of placing it and we will do our best to intercept it. Once an order has entered fulfilment we cannot recall it, but you may still cancel it under section 1 or return it under the terms of this policy.
Where items were purchased as part of a set, bundle or multi-buy promotion (for example, Buy One Get One or a tiered discount), the promotion applies to the order as a whole. If you return only part of a promotional order, the discount is recalculated against the items you keep, and your refund is adjusted accordingly. To receive the full amount paid, the complete promotional set must be returned.
If an item was marked as a gift at the time of purchase and shipped directly to you, we can issue store credit to the value of the returned item. If the order was not marked as a gift, the refund is issued to the original purchaser and payment method. Statutory cancellation rights under section 1 belong to the person who placed the order.
We are glad for you to order more than one size and send back what doesn't work — that is how buying clothing and footwear online should function. However, where an account shows a pattern of returns inconsistent with normal shopping, including repeatedly returning worn items, we reserve the right to refuse future orders or to require prepayment of delivery. We will always contact you before taking any such step, and we will never restrict your statutory rights in respect of orders already placed.
If you believe there is a problem with your order, please contact us before opening a dispute with your bank or card issuer. We resolve the vast majority of cases within a few days, and a chargeback filed while an order is in transit or under review will delay any resolution. This does not affect your right to raise a dispute with your payment provider at any time.
This policy sits alongside and does not affect your legal rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This contract is governed by the laws of England and Wales. If you are a consumer resident in another country, you retain the benefit of any mandatory consumer protection provisions of the law of your country of residence.
Our customer care team is available Monday to Friday, 9:00–18:00 GMT, and responds to all enquiries within one business day.
MF COMPANY GLOBAL LTD
Trading as Lirae London
71–75 Shelton Street, Covent Garden
London, WC2H 9JQ, United Kingdom
Registered in England and Wales, Company No. 16409523
Email: support@liraelondon.com
Telephone: +44 7418 315190
The registered address above is not a return address. Return addresses are issued individually with each approved return authorisation.
Complete and return this form only if you wish to withdraw from the contract. You may also simply email us a clear statement of your decision.
To: MF COMPANY GLOBAL LTD, 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom — support@liraelondon.com
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on: ______________________
Order number: ______________________
Name of consumer(s): ______________________
Address of consumer(s): ______________________
Signature of consumer(s) (only if this form is notified on paper): ______________________
Date: ______________________
