What you agree to when you order.

About these terms and who we are

These terms of sale govern orders placed with Lizom Pro Ltd ("Lizom", "we", "us"), a company registered in England and Wales under number {{COMPANY_NUMBER}}, registered office Unit A, 82 James Carter Road, Mildenhall, IP28 7DE, United Kingdom, email hello@getlizom.com.

They apply to consumers, meaning individuals buying for purposes outside their trade or profession. Business customers should contact us for separate terms. By placing an order you confirm that you are at least 18 years old and agree to these terms. Please keep a copy; the version in force at the time of your order applies.

Products

We sell women's lingerie, clothing, cosmetics and accessories. Product pages describe materials, ingredients, sizes, formats and intended use. Photographs are as accurate as we can make them, but colours may differ slightly on your screen. Cosmetic products carry their full ingredient list on the packaging; please check it before use if you have known sensitivities. We do not make medical or therapeutic claims for any product.

All products are sold from stock owned by Lizom Pro Ltd and dispatched from fulfilment centres in the European Union. Availability is shown at the time of ordering; if an item becomes unavailable after you order, we will tell you promptly and refund it in full.

Prices

Prices are shown in euros (EUR) and include VAT at the rate applicable in the country of delivery, where VAT applies. Delivery charges are shown separately before you confirm your order. We may change prices at any time, but changes do not affect orders already confirmed.

If a price is obviously wrong and you could reasonably have recognised the error, we may cancel the order and refund any amount paid.

Ordering and contract formation

Orders are placed through the sales channels operated by Lizom Pro Ltd, which identify the company as the seller and link to these terms. After you place an order, we send an acknowledgement by email. The contract is formed when we send a dispatch confirmation. We may decline an order, for example where a product is unavailable, payment cannot be authorised, or the delivery address is outside our shipping zone; in that case any amount paid is refunded.

Payment

Payment is taken at the time of ordering through PCI DSS certified payment providers. We accept major credit and debit cards and the digital wallets shown at checkout. Card details are entered on the payment provider's secure pages and are never stored by Lizom. Your bank may apply strong customer authentication. We reserve the right to carry out fraud checks and to refuse or cancel orders that fail them.

Delivery

We deliver to the countries listed below. Orders are dispatched from fulfilment centres in the European Union within 1 to 2 business days of dispatch confirmation. Business days are Monday to Friday, excluding public holidays in the country of dispatch.

Delivery estimates are not guaranteed. If we have not delivered within 30 days of the order, or within any longer period we agreed with you, you may cancel the order and receive a full refund. Risk in the goods passes to you when they are delivered to the address you gave. Please check parcels on arrival and tell us within 48 hours if the packaging is damaged.

Right to cancel and returns

You have 14 days to change your mind. Under the Consumer Contracts Regulations 2013 (UK) and Directive 2011/83/EU (EU), you may cancel your order for any reason within 14 days of the day you, or someone you nominate, receive the goods. For orders delivered in several parcels, the period runs from the last delivery.

To cancel, email hello@getlizom.com with your order number, or use the model form at the end of these terms. You then have a further 14 days to send the goods back. We will send the return address and instructions the same business day.

Exceptions. For health and hygiene reasons, the right to cancel does not apply to:

• briefs, bottoms and other intimate items once the hygiene seal or strip has been removed;
• cosmetic products once the seal has been broken or the product has been opened.

All other items may be returned if they are unworn, unwashed, undamaged and in their original packaging with labels attached. You may try items on as you would in a shop. We may reduce the refund if the value of the goods has been diminished by handling beyond what is needed to check their nature, characteristics and functioning.

Refunds. We refund the price of the goods and the standard delivery charge you paid within 14 days of receiving the goods back, or of your proof of having sent them, whichever is earlier. We use the original payment method. Unless the goods are faulty or not as described, you pay the cost of returning them; we will tell you the cost before you send anything.

Faulty goods and legal guarantees

Nothing in these terms affects your legal rights if goods are faulty, not as described or unfit for purpose.

• European Union. Under Directive (EU) 2019/771, you benefit from a two-year legal guarantee of conformity from delivery. During that period you may ask for repair or replacement, or, where that is impossible or disproportionate, a price reduction or a refund.
• United Kingdom. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. You may reject faulty goods for a full refund within 30 days of delivery, and afterwards ask for repair or replacement, or a price reduction or final rejection if that fails.

To make a claim, contact us with your order number and photographs of the issue. Return shipping for faulty goods is at our cost.

Our liability

We are responsible for foreseeable loss or damage caused by our breach of these terms or our negligence. We are not responsible for loss that was not foreseeable, or that results from your failure to follow product care instructions. We do not exclude or limit liability where it would be unlawful to do so, including for death or personal injury caused by negligence, fraud, or breach of your statutory consumer rights.

Your data

We use the personal data you give us to process your order, deliver it and handle returns, as described in our privacy policy.

Complaints and disputes

If something goes wrong, tell us at hello@getlizom.com. We acknowledge complaints within two business days and aim to resolve them within 14 days. If we cannot reach an agreement, consumers in the European Union may contact an alternative dispute resolution body in their country of residence; we will provide details on request. Consumers in the UK may contact Citizens Advice for guidance. You may also bring a claim in court as described below.

Governing law and jurisdiction

These terms are governed by the laws of England and Wales. If you are a consumer resident in the European Union, you also benefit from the mandatory consumer protection provisions of the law of your country of residence, and you may bring proceedings in the courts of that country. Consumers resident in Scotland or Northern Ireland may bring proceedings in their local courts.

Model cancellation form

Complete and return this form only if you wish to cancel the contract. You can copy it into an email.