FAQ

Q: How do I know which size to order?
A: Please refer to our detailed size guide available on each product page. If you're between sizes or need help, drop us an email and we'll be happy to assist.

Q: Can I change or cancel my order after placing it?
A: We begin processing orders as quickly as possible. If you need to make a change, please contact us within 3 hours of placing your order, and we’ll do our best to assist.

Q: Where are Liu&Liu products made?
A: All our products are crafted from 100% Grade 6A mulberry silk, ethically sourced and carefully produced in China, the birthplace of silk heritage. Each piece is designed and made in limited batches to ensure quality and sustainability.

Q: Do you offer free shipping?
A: Yes! We offer free UK standard shipping (2–5 working days).
For Germany orders, shipping rates are calculated at checkout based on destination.

Q: Do I have to pay taxes when shipping to Germany?
A: Yes, all orders shipped to Germany will be subject to local VAT (19%) and a clearance fee (approx. €6), payable upon delivery to the courier. These charges are not included at checkout.

Q: How long will it take to receive my order?
A: UK 2–5 working days
Europe 5–7 working days
Please note delivery times may vary slightly during holidays or peak periods.

Q: Do you ship internationally?
A: We are currently shipping to the UK and Germany. You’ll see shipping options and estimated delivery times at checkout.

Q: What is your return policy?
A: We accept returns and exchanges within 14 days of receiving your order (UK only). Items must be unworn, unwashed, and returned in original condition with tags and packaging.

We’ll provide a pre-paid return label. A £5 restocking fee applies to all returns.

Q: How do I start a return?
A: Simply email us with your order number, and we’ll take care of the rest.

Q: Do you accept returns on international orders?
A: At this time, we do not offer pre-paid international returns. You may still return eligible items within 14 days at your own shipping cost.
Shipping fees and taxes (including VAT and customs clearance fees) paid at the time of purchase or upon delivery are non-refundable.

Q: Do you offer gift wrapping?
A: All Liu&Liu pieces arrive beautifully wrapped in our signature silk-inspired packaging — perfect for gifting! 

Q: Do you offer promotional gifts or bundles?
A: Yes! Orders over £230 receive an additional Silk eye mask — no code needed, they’ll be automatically added to your order. While supplies last.

Q: How do I care for my silk items?
A: We recommend gentle hand washing in cold water with silk-safe detergent or dry cleaning. Avoid harsh rubbing or wringing. Always air dry and store away from direct sunlight. For more info, check our Silk Care Guide.

We are here to assist at every step. Email us or reach out via Instagram DM @liuandliuofficial