Shipping, Returns & Payments
Contents
1. Shipping Regions
LIEN GROUP delivers to most countries worldwide. We currently ship to the following regions:
⚠️ We currently do not ship to African countries. If your country is not listed, please contact us via WhatsApp before placing an order.
2. Delivery Times & Costs
| Shipping Method | Destination | Estimated Time | Cost |
|---|---|---|---|
| Standard Shipping | Asia Pacific | 7–12 business days | Free over $150 / $9.99 |
| Standard Shipping | Europe | 10–15 business days | Free over $150 / $9.99 |
| Standard Shipping | Americas | 10–18 business days | Free over $150 / $9.99 |
| Standard Shipping | Middle East | 8–14 business days | Free over $150 / $9.99 |
| Express Shipping | All regions | 3–5 business days | $14.99 |
All orders over $150 USD qualify for free standard shipping worldwide. Processing time is 1–2 business days before dispatch.
Delivery times are estimates and may vary during peak periods (major holidays, sales events). Tracking information is provided for all orders.
3. Order Process
Place Order: Add items to cart, enter your shipping address, select payment method and complete checkout.
Order Confirmation: You will receive an email confirmation with your order number. Our team will contact you via WhatsApp (+86 16657122166) within 24 hours.
Processing: We verify your order and prepare for dispatch within 1–2 business days.
Dispatch: Your order is handed to the courier. You will receive a tracking number by email/WhatsApp.
Delivery: Package delivered to your address. Signature may be required for high-value items.
4. Customs & Import Duties
International orders may be subject to import duties, taxes, and customs fees levied by the destination country. These charges are the buyer's responsibility and are not included in our prices.
EU / UK Customers
Under EU VAT rules, orders may be subject to local VAT. For orders under €150 (EU) or £135 (UK), VAT may be collected at the point of sale. We will clearly display any applicable taxes.
US Customers
Import duties may apply on orders over $800 USD (US de minimis threshold). Orders below this value are typically duty-free.
Australia
GST of 10% applies on imported goods worth AUD $1,000 or less, collected by Australian Customs.
💡 We recommend checking your country's import rules before ordering. We are happy to assist — contact us via WhatsApp for guidance.
5. Accepted Payment Methods
All payments are processed securely by Stripe (PCI DSS Level 1). We accept:
All transactions are encrypted with 256-bit TLS. We never store your full card number — it goes directly to Stripe's secure servers.
Payments are charged in USD by default. Your bank or card issuer may apply a conversion fee for non-USD payments.
6. Returns & Exchanges
Return Window
You may return most items within 30 days of receipt for a full refund or exchange, subject to the conditions below.
Conditions for Return
- Item must be in original, unused condition with all tags and packaging intact
- Must be accompanied by proof of purchase (order number)
- Perfumes must be sealed / unused
- Clothing and shoes must not have been worn, washed, or altered
- Jewellery must be free from personalisation or resizing
Non-Returnable Items
- Items marked as "Final Sale" or "Non-returnable" at time of purchase
- Opened fragrances or cosmetics
- Custom or personalised orders
- Items damaged due to misuse or normal wear
EU / UK Customers — 14-Day Right of Withdrawal
🇪🇺 Under EU Consumer Rights Directive and UK Consumer Contracts Regulations, you have a statutory 14-day right to cancel your order without giving any reason. This is in addition to our 30-day return policy.
How to Initiate a Return
Contact us via WhatsApp (+86 16657122166) or email (returns@liengroup.com) with your order number and reason for return.
Receive return instructions and return shipping label within 2 business days.
Ship the item using the provided label. Keep your shipping receipt as proof of return.
Receive your refund within 5–10 business days of us receiving the item.
7. Refund Process
| Scenario | Refund Amount | Timeline |
|---|---|---|
| Returned item (buyer's choice) | Full product price (shipping not refunded) | 5–10 business days after receipt |
| EU/UK right of withdrawal (within 14 days) | Full price including original shipping | 14 days from cancellation notice |
| Damaged or incorrect item | Full refund + return shipping covered | 3–5 business days |
| Order not delivered (after 30 days) | Full refund | 5 business days |
Refunds are issued to the original payment method. Credit/debit card refunds may take an additional 3–5 days depending on your bank.
8. Damaged or Wrong Items
If you receive a damaged, defective, or incorrect item:
- Contact us within 48 hours of receipt
- Send photos of the damage via WhatsApp or email
- We will arrange a free return and send a replacement or issue a full refund — your choice
- You are not required to return damaged goods in most cases
We take quality very seriously. All items are inspected before dispatch, but if something goes wrong we will make it right immediately.
9. Contact Us
Customer Service
💬 WhatsApp (fastest response): +86 16657122166 — Mon–Sat, 9am–8pm CST
📧 Returns: returns@liengroup.com
📧 General enquiries: hello@liengroup.com
We aim to respond to all enquiries within 24 hours on business days.