Terms and Conditions

Welcome to our www.lisou.co.uk website. By using our website or placing an order (Order) for products (Products, items, goods) on this website, you agree to be bound by these Terms and Conditions (Terms) and the documents referred to within them. Each time you use our services, you acknowledge that you have read these Terms and agree to be legally bound by them.


1. General Information:

  • We amend these Terms from time to time to comply with applicable laws or to meet our changing business requirements. Any updates or amendments will be posted on the website. Every time you wish to use our website or place an order, please check these Terms to ensure you understand the Terms which will apply at that time. Any such change in Terms will be effective to all new Orders

  • To place an Order with Lisou, subscribe to Lisou emails and catalogues, and / or register for a personal account, you must be at least sixteen (16) years old. For competition entries you must be at least eighteen (18) years old 

  • These terms, together with our Privacy Policy references to 'we', 'us', and/ or 'our' throughout the website is to Lisou, a Limited company registered in England and Wales under company number 07030292 with our registered office at 20 Jesmond Way, Stanmore, HA7 4QR

  • We will not be responsible to you for any delay or failure to comply with our obligations under these Terms if the delay or failure arises from any cause beyond our reasonable control

  • We recommend you view our Privacy and Cookie Policy. For more information, please click here


2. Your use of the Website:

  • You may use the website for personal and lawful use and in accordance with these Terms. You are neither entitled to modify, nor allowed to copy or use any content of the website for commercial exploitation including for selling any goods or services without our express written permission

  • Lisou accepts no obligation to monitor the use of the website. However, we reserve the right to disclose any information as required by law and / or to remove, refuse to post or to edit any information or materials, to block your access and to take such other action as may be reasonably necessary to prevent any breach of these Terms or any breach of applicable law or regulation. Lisou will also in its absolute discretion fully co-operate with law enforcement and other relevant authorities with respect to any investigation of suspected unlawful activity or violation of network security

  • Lisou may change the format and content of the website from time to time. We recommend you refresh your browser each time you visit the website to view the most up to date version of the website

  • You agree that any information you submit to the website including Personal Information shall be true, accurate, current and complete. You agree that you are and shall be personally responsible for your use of the website


3. Shopping at Lisou:

You can shop with Lisou in the following ways:

      • By placing an online Order on www.lisou.co.uk

      • By calling our Customer Service team on 020 7565 5555 between 09:00 – 17:00 (GMT)

  • For Orders fulfilled by our Concession partners (outside of www.lisou.co.uk website), the contract is made between you and the relevant Concession partner

Please also note:

  • Different Terms may apply (processes for Delivery and Returns), depending on how you place your Order

  • If you place an Order for delivery outside the UK, International Orders may be subject to local taxes, import duties and / or other local requirements


4. Description and price of goods:

We have taken care to describe and show items as accurately as possible. We have made every effort to display as accurately as possible the appearances, colours, textures or finishes of our Products. Slight variations in items may occur. Also, the colours you see on your screen may depend on your computer system and settings, so we cannot guarantee that your computer will accurately display such colours

We reserve the right to modify the information about Products displayed on our website, including as regards prices, description and availability.

We provide you with product information on www.lisou.co.uk. If there is anything which you do not understand, or if you wish to obtain further information, please contact our Customer Service team on 020 7565 5555 or email on customerservice@lisou.co.uk

Please refer to our Returns Policy if you are unhappy with your Order.


5. Placing an Order: 

Lisou takes all reasonable care, in so far as possible, to keep the details of your Order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website. For more information on how we use and protect your Personal Information, please refer to our Privacy and Cookie Policy.

The below are the steps necessary to place your Order and create and thereby conclude a purchase contract. 

  • To place an Order you must be sixteen (16) years of age or over. To place an Order you will have to select the products on the website and select your preferred shipping method

  • You place the order for your products on the website by pressing the confirm order button at the end of the checkout process. You will be guided through the process of placing an order by a series of simple instructions on the website

  • When you place the Order through the website, we may send you an automated email confirming receipt of your Order, which will detail the products that you have ordered

  • We send you an email confirming that all, or part, of the products have been shipped. This is when the purchase contract between you and us is concluded in relation to the products actually shipped


Non-acceptance of your Order (or parts of your Order) may be due to any one or more of the following non-exhaustive reasons:

  • You provide us with incomplete, incorrect or fraudulent information regarding your identity, payment details, billing information, shipping address or you fail for any other customer validation checks

  • A Product you ordered is out of stock or no longer available

  • We have identified an error with a product description, including but not limited to a pricing error

  • We have reasonable grounds to believe that you intend to resell the products

Where we do not accept your Order but have processed your payment, we will re-credit your account with any amount deducted by us from your debit or credit card as soon as possible, but in any event within thirty (30) days of your order. We will not be obliged to pay any additional amount as compensation for disappointment.


6. Payment: 

The available methods of payments are displayed on the website at checkout. Payment will be debited from your account at the point you confirm your Order.

You confirm that the payment credentials being used are yours. Your payment credentials will be subject to validation checks and authorisation by our payment processing provider.

To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the Order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made.

Fraudulent payment credentials will be reported to the relevant authorities. If the issuer of your payment credentials refuses to authorise payment we will not accept your Order and neither will be responsible for any delay or non-delivery and we are not obliged to inform you of the reason for the refusal.

We are not responsible for your payment credentials issuer charging you as a result of our processing of your payment in accordance with your Order.


7. Delivery: 

You must provide us with complete and accurate delivery address information. We will not be liable for the delivery of your Order as a result of you supplying us with incomplete or inaccurate information.

We now ship to the following countries worldwide, below is a full list of the countries we currently ship to:

Albania El Salvador Lesotho Russia
Algeria Eritrea Libya Saint Kitts and Nevis
American Samoa Estonia  Liechtenstein Saint Lucia
Andorra Ethiopia  Lithuania Samoa
Anguilla F.Y.R.O.M (Macedonia) Luxembourg San Marino
Antigua and Barbuda Falkland Islands Macau Sao Tome and Principe
Argentina Faroe Islands Madagascar Saudi Arabia
Armenia Fiji Malawi Senegal
Aruba Finland Malaysia Serbia
Australia France Maldives Seychelles
Austria French Guiana Malta Singapore
Azerbaijan French Polynesia Marshall Islands Slovak Republic
 Bahamas Georgia Martinique Slovenia
Bahrain Germany  Mauritania Solomon Islands
Bangladesh Gibraltar Mauritius South Africa
Barbados Greece Mexico Spain
Belarus Greenland Micronesia Sri Lanka
Belgium Grenada Moldova St Barthelemy 
Belize Guadeloupe Monaco St Martin
Benin Guam Mongolia Sudan
Bermuda Guatemala Montenegro Suriname
Bhutan Guernsey  Montserrat Swaziland
Bolivia Guinea Morocco Sweden
Bonaire, Saint Eustatius and Saba Guinea-Bissau Mozambique Switzerland
Bosnia and Herzegovina Guyana Namibia Taiwan
Botswana Haiti Nauru Tanzania
Brazil Honduras Nepal Thailand
British Virgin Islands Hong Kong Netherlands Tonga
Brunei Darussalam Hungary Netherlands Antilles Trinidad and Tobago
Bulgaria Iceland New Caledonia Tunisia 
Cambodia India New Zealand Turkey
Cape Verde Iraq Nigeria Turks and Caicos Islands
Cayman Islands Ireland (Republic of) Niue Tuvalu
Chile Isle of Man Northern Mariana Islands Ukraine
China Israel  Norway United Arab Emirates
Colombia Italy Oman United Kingdom
Comoros Jamaica Pakistan United States
Cook Islands Japan Palau  Uruguay
Costa Rica  Jersey Panama Uzbekistan
Croatia Jordan Papua New Guinea Vanuatu
Curacao Kazakhstan Paraguay Vatican City State (Holy See)
Czech Republic Kenya Peru Venezuela
Denmark Kiribati Philippines Vietnam
Djibouti Korea (South) Poland Virgin Islands (U.S.)
Dominica Kuwait Portugal Wallis and Futuna Islands
Dominican Republic Kyrgyzstan Puerto Rico Zambia
East Timor Laos Qatar Zimbabwe 
Ecuador Latvia Reunion
Egypt Lebanon Romania


We aim to deliver goods ordered by you within 3-5 working days to the address provided to us for delivery of your Order for UK standard delivery, and up to twenty-one (21) working days for International delivery. In any case or event, these times may differ, in which case we will contact to further update you about your order.

For UK Next Day Delivery Orders placed after 10am, will not be processed until the following working day. For UK Next Day Delivery Orders placed on a Friday, will be processed the following Monday (note, where a Bank Holiday falls on a Monday, Orders will be processed the following working day). 

Next Day Delivery may not be available during the promotional, sale and holiday periods.

Please refer to our Delivery section for more information on type of delivery offered.

However, delays are occasionally inevitable due to unforeseen factors or events outside our control, for example, material shortages, travel or transportation disruption, import delays or higher-than-anticipated demand. Lisou shall not be liable for any delay or failure by us to deliver your Order within the estimated timescales as a result of such delays. Please note that delivery of your Order may take longer during sale or other busy periods.

Delivery of an Order shall be completed when we deliver the products to the address provided and the products will be your responsibility from that time.

Orders dispatched to other countries outside of the EU may be liable to Import Duty, Tax or VAT. When ordering from us, you agree to pay any such Duties which may be imposed by your country's government. If you refuse to pay any Import Duty, Tax or VAT imposed and thereby prevent delivery of your Order, you will remain liable for the purchase price of the product(s) and any Import Duty, Tax or VAT or penalty imposed by your government. 

Please note, Next Day and Same Day London Delivery service may not be available during the promotional, sale and holiday periods.


9. Cancellation, Returns and Refunds: 

We hope you will be happy with your purchase from us. If not, you have the right to return the product to us, returns should be made within 14 days of your receipt of goods. You have the right to cancel your contract (under the Consumer Contracts Regulations 2013) with Lisou at any time up to fourteen (14) working days after you receive the goods. To cancel your contract in this time frame you must notify us in writing by email at customerservice@lisou.co.uk

If a product has been delivered to you before you decide to cancel your contract:

  • We will not be refund the shipping cost charged.  
  • Please return the product in original packaging to ensure it reaches us in good condition. Please ensure all items returned are unworn and all tags attached in order for a refund or exchange to be processed.

  • Any faults to the products found upon receiving the order need to be notified to us on the day of delivery for us to categorise them as factory faults. If no correspondence notifying these faults upon receiving the order is found in our records or is provided by the customer the return will not be approved. 

  • Please ensure that you also return any free gifts that are associated with your return items or the related order. If the free gift isn’t returned, then we reserve the right to deduct the value of the free gift from your refund.

  • Upon receipt of the items you will be refunded of the amount paid, minus the shipping costs or an exchange credit as required. Please allow at least fourteen (14) working days for you refund or exchange to be processed

  • The rights to return the items under the Distance Selling Regulations will not apply in the event that the product has been used or returned incomplete
  • If you are a UK customer you can use our free UK returns service

 The provisions of this clause do not affect your statutory rights. Please refer to our returns section on how to return the products.

We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers and continued returns in breach of our terms and conditions will be flagged and may, at our discretion, lead to the closure of your Lisou account or future orders being refused.

10. Exchanges

  • If you want to exchange an item for a different size or colour you can do so within 14 days. Please refer to our Returns section on how to return the products 
  • Any items received after this fourteen (14) day period will not be accepted for an exchange. If you are a UK customer you can use our free UK returns service here


11. Newsletters

Lisou regularly sends out a newsletter and / or other informational emails (collectively referred to as "Newsletters") to all Users. In these Newsletters, we may inform you about new services, features, products, promotions, events. User may choose to unsubscribe from the Newsletter at any time using the unsubscribe option at the bottom of our emails, or by writing to us at customerservice@lisou.co.uk or following the unsubscribe link contained in each of the emails. We recommend you view our Privacy and Cookie Policy.


12. Promotions

From time to time we will offer various promotions that can be applied to your Order automatically or by using a Promotional Code, which we will provide to you. You should enter the applicable Promotional Code in the space provided at checkout before you submit your Order. Please also note the below;

  • The Welcome discount cannot be used in conjunction with other promotions or on discounted items. 
  • Promotions are exempt from outlet items unless stated otherwise
  • Promotional Codes may not to be used in conjunction with any other offer or promotion
  • Promotional Codes may only be used once per customer
  • Discount may not apply to gift cards or delivery charges
  • We reserve the right to withdraw Promotions at any time 

While the Terms and Conditions for each Promotion will vary, most of our offers last for a limited time.

Some offers may not have an associated Promotional Code. They may simply be added to your Order, and the promotion will be automatically applied at checkout, as long as you have met the other offer requirements. 

If you have any questions about a promotion, or whether your order qualifies, feel free to call our Customer Service team on 020 7565 5555 between 09:00 – 17:00 (GMT) Monday through Friday or email on customerservice@lisou.co.uk

13. Competitions

Lisou will use your personal data to manage your Competition entry, for analytics and market research and, where you have opted in, to send you Lisou updates. You need to be at least eighteen (18) years old and agree to the Competition rules to participate. Any Personal Information that entrants share with Lisou will be kept secure and only used in line with Lisou's Privacy Policy and these Terms.


14. Limitation of Liability

To the extent required by applicable law, we do not limit in any way our liability for death or for personal injury caused by our negligence or for fraudulent misrepresentation or concealment or for any other liability which cannot be excluded or limited by applicable law.

Subject to applicable law, under no circumstances shall Lisou be liable to you or any other person or entity for any direct, indirect, special, incidental, consequential, punitive or other damages, including lost profits, personal injury (including death) and property damage, that may result from (a) the use of, or the inability to use, the website or any material on the website, (b) the conduct of any user of the website, whether in contract, tort (including negligence) or otherwise. Lisou shall not be liable even if Lisou or an authorised representative of Lisou has been advised of the possibility of such damages. These include but are not limited to damages or injury caused by error, omission, interruption, defect, failure of performance, delay in operation or transmission, line failure or computer virus, worm, trojan horse or other harmful component.

Lisou assumes no responsibility or liability arising from the content of any User Submission or for any libel, slander, omission, falsehood, obscenity, pornography, profanity, danger, illegality, infringement of intellectual property rights, error or inaccuracy contained in any User Submissions.

Applicable law may not allow the exclusion of certain warranties or the limitation or exclusion of liability for incidental or consequential damages. Accordingly, some of the above limitations or exclusions may not apply to you. However, in no event shall Lisou's total liability to you for damages, losses, and causes of action whether in contract, tort (including, negligence) or otherwise exceed the amount paid by you, if any, for accessing the website.



15. Klarna

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:

  • Pay in 3

Further information and Klarna’s user terms you can find here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.