TERMS, CONDITIONS, SHIPPING & RETURNS

 

Need assistance with orders?

Please email us:
Email: info@houseoflancry.com

Final Sale Items Are Not Eligible For Returns Or Exchanges.

We offer returns and exchanges for all items that meet our requirements listed below:

Returns are to be initiated within 7 days of delivery date. Please ensure that any items that are returned are unworn, unwashed, with tags still attached and in its original packaging. Our Customer Relations team inspects each item to ensure they meet the qualifications to be returned and/or exchanged. A $7.00 restocking fee for returns will be deducted from your refund amount once processed.

ORDERS

By placing an order through our site, you warrant that you are legally capable of entering into binding contracts and that you are at least 18 years old. Once you have placed an order and we have received it, you will receive an automated email acknowledging the receipt (“confirmation of order”). This email shall contain all the information about your order, including price and estimated delivery date.

You must immediately check all the details contained in the confirmation of order and you are advised to keep a printed copy of the order. You are able to correct any errors in your order up to the point at which you click ‘submit’ on your order. The contract between us will be formed at that point.

Whilst we aim to keep our website information always up-to-date, in the event that your chosen product is out of stock, its price is higher than displayed on your order, or subject to delay, we will inform you as soon as possible on the email address attached to your order. Where applicable, we may offer a full refund or an alternative product. We will never provide a substitute product without your explicit consent.

PRE-ORDERS

What is a pre-order?
The pre-order item is an item which you have the chance to purchase in preview from the new collection or a limited edition. It means that the item is still in production when ordered and is not immediately available in our warehouse. Once you run checkout it is important to verify if the product is in pre-order or not. Delivery times may vary for pre-orders.

What are the advantages of buying a pre-order?
The advantage of buying an item in pre-order is that you can guarantee the size or item you want without risking that it runs out as soon as it is available in our warehouse. For this reason, their availability can run out even before they are physically available in stock.

How long will it take to ship out my pre-order? 
Waiting times vary from article to article. Usually, the estimated waiting time is of 30 working days from the date of publication of the item. Once that the item is available in our warehouse, your order will be dispatched within the week.

Please keep in mind that if you placed an order containing a pre order item, the entire order will be on hold and dispatched at once.

When a delay occurs and why? 
The items of our collection are exclusive and produced in limited quantities. For this reason, the manufacturing process requires several steps. Our factories are meticulous, although delays and mistakes may occur.
In the unlikely event of a delay, our Customer Care will get in contact with you as soon as possible.

Can I combine an in stock and pre-order item? 
You can:

  1.  Create two distinct orders: one including items available in stock and another one including items in pre-order. The one including available items will be shipped in accordance with our shipping times policy. The one including items in pre-order will be shipped when the items are available in our warehouse.

  2. Place a combined order and wait for the items in pre-order to arrive. In this case, the whole order will be hold and shipped entirely.

Contact our Customer Care for further information on pre-order products.

Can I cancel a pre-order item?
Yes you can, just keep in mind that pre-orders may be canceled within two hours from the purchase. After this period, it won’t be possible to cancel your order. If you have changed your mind about the product purchased in pre-order within 2 hours, you can cancel the item from your order by contacting our Customer Care team.

Furthermore, if the 30 working days have been exceeded it is possible to request the cancellation of the pre-order item.

Can I exchange my item for other items?
You can change the size of the item depending on the available stock. If your size is not anymore available or if the item does not fit you, you can exchange this item for another item. 

Exchanges are allowed within 14 days of the initial delivery date. All items must be returned in their original condition. Returns are the responsibility of the customer.  Shipping and handling charges for return items are not refundable unless a shipping error has been made by our team.

Please refer to the 'exchanges' section for information on how to make an exchange. 

Can I get a refund?
Refunds are not possible for items purchased in pre-order. But don’t worry, you can exchange the item if it does not suit you. And our team is always at your service to advise you about the size, if you are not sure. 

 

RETURNS

Returns terms & conditions

HOL Return & Exchanges ADDRESS

USA
House of Lancry NY
401 Central Avenue, Cedarhurst
NY 11516

LONDON
10 Parson Street,
London, UK
NW4 1GB

All items must be returned in their original condition. Items must not have been worn, washed or altered in any way (make-up stains or any other imperfection), and must not show any signs of wear.

  • Items must be returned with all original labels and tags still attached, packaging and other accessories (tote bags, cases, boxes, etc.) received with the order.

  • Shoes and other accessories must be returned with their original boxes, which must not be damaged and/or altered or used as the external parcel for the shipment.

  • Jewelry and Sunglasses must be returned with their original case or box.

  • Returns can be packed in the HOL shipping bag or any other type of suitable packaging.

  • HOL  reserves the right to refuse unauthorized returns and/or returns that do not comply with the Return Policy. In case of receiving unauthorized returns, the box will remain Customer’s property and will be returned to the shipper, provided payment of shipping fees. 

If the clothes come damaged, with make-up stains, or any other imperfection, we reserve the right to refuse the return. Shipping and handling charges for return merchandise are not refundable unless we have made a shipping error. 

  1.  Returns instructions

All returns must be shipped within 7 days from the date you received your order. DUE TO BEING A SMALL BUSINESS WE WONT BE PROCESSING FULL REFUND ON ORDERS OVER $500 - WE WILL BE OFFERING A STORE CREDIT. IF YOU NEED HELP WITH SIZING PLEASE CONTACT US VIA EMAIL INFO@HOUSEOFLANCRY.COM

  • Return shipping costs are at Customer’s charge, HOL does not provide free returns and/or shipping labels. Customers may choose any courier or post service to ship returns. These costs are excluded from refunds/store credit. 

  • We strongly recommend that you use a trackable courier service to return the items as they are under your responsibility until they reach us.

  • Please note you are responsible for any handling costs of returning items to us, unless you have received a defective product. 

  • Returns from outside of the EU/ UK must be invoiced as “RETURNED GOODS – OF NO COMMERCIAL VALUE” to prevent them being held at UK Customs. Please note that the customer is liable for extra fees incurred for incorrectly marked returns, should they be held at Customs.

    Please note that you can not get a refund when you buy a pre-order item or an article on sale. Different conditions apply for pre-orders and sale items.

  1. Non-returnable and Non-refundable items 
    HOL reserves the right to refuse returns in the following cases:

  • If items are not returned in their original conditions;

  • If items are not returned with their tags, boxes, and labels properly attached;

  • If items are not returned within 7 days from the date you received your parcel;

  • If items show any usage or damage signs (perfume, make-up stains);

  • If the return is not complying with the RETURN TERMS & CONDITIONS for any reason;

Please note that if you return an item that is non returnable, we won’t proceed to the refund of this item.

Still, need help?
Simply email us at info@houseoflancry.com

 

EXCHANGES

Exchanges are allowed within 14 days of the initial delivery date. All items must be returned in their original condition. Shipping and handling charges for return merchandise are not refundable unless we have made a shipping error.

Returns from outside of the EU/UK must be invoiced as “RETURNED GOODS – OF NO COMMERCIAL VALUE” to prevent them being held at UK Customs.

If requested by shipping company, put value to USD 10. If you don’t mark the shipment clearly with No Commercial Value/Return, we risk getting charged for import tax and custom. Any custom or VAT related costs due that the return package is not marked correctly, will be charged back to you.

The return and financial responsibility is yours until it reaches House Of Lancry and are confirmed by a delivery confirmation. Please notice that we can exchange your items to another size or type if available in stock. You will be charged for the new postage of the return. 

Please send all returns or exchanges to the below address with a letter and explanation:

House Of Lancry Return & Exchanges

USA
House of Lancry NY
401 Central Avenue, Cedarhurst
NY 11516

LONDON
10 Parson Street,
London, UK
NW4 1GB

If you don’t want to exchange your item with another size or color, please email us and we will create a credit for you. This credit will be available for a week from the date of its creation.

 

REFUNDS

 
 

FINAL SALE

Please check your tracking number from your return label to track the status of your return to our processing center. Once it is returned we will process your return within 7-10 days. Please allow 3-5 days for the refund to be allocated back to your original form of payment.

 

Final Sale Items

Final sale items are items purchased on sale or discounted to 20% and up.

Final sale items cannot be returned unless the item arrives damaged or faulty when delivered to you. In the case of a manufacturing defect, you have 30 days from the receiving date to return the product. If your order arrived in a flawed condition, please contact our Customer Service team.

Customised Items

Due to the nature of customised orders, and the fact that they have been specially created for you, we will not be able to accept returns unless the customised pieces were damaged or faulty when delivered to you.

*Any orders which contain only Final Sale items or customised items will not include a return label, as final sale items are not eligible for returns or exchanges.

HOUSE OF LANCRY products purchased through retailers and stockists may not be exchanged or returned through houseoflancry.com.

PROMOTIONS

All promotional discounts and codes are valid for one months from the date of release, unless otherwise stated in the individual information. If you have any queries regarding promotional offers and discounts, please contact a member of our team.