Returns and Refund Policy

Want to find out more about our returns policy? Read below for more information.  

Returning an unwanted item?

We get it - sometimes something just doesn't work for you and you want your money back. As long as an item is still in its original condition, we accept returns but you the customer must cover the price of the postage, subject to the rules below, including rules about fair use. None of these affect your statutory rights.

If you return an item requesting a refund within 28 days of delivery/ collection, we'll give you a full refund. Your refund will be issued using your original payment method. Anything returned to us after 28 days will not be refunded.

We aim to refund you within 14 days of receiving the returned item to our address and will notify you when we have received it.

If you request a refund for an item during the above timeframes but you can't return it to us for some reason, please get in touch and we will see how we can help - but any refund will be at our discretion.

Remember that regardless of where your items were shipped from, you can follow our usual returns process

After that?

We don't accept returns for unwanted items after the relevant returns period above of 28 days. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

 

Original Condition

Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:

  • Face + Body products if opened, used or the protective seal is not intact.
  • Underwear if the hygiene seal is not intact or any labels have been broken.
  • Swimwear if the hygiene seal is not intact or any labels have been broken.
  • Pierced jewellery if the seal has been tampered with or is broken.
  • Face coverings if the seal has been tampered with or is broken.

None of these affect your statutory rights.

Of course, it's fine to try an item on like you would in a shop to see the fit, but please don't wear it for longer than that. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them. This includes the original packaging with all tags and labels attached (e.g., shoes should be returned with the original shoe box).


Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way.

As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.

We're not responsible for any items that are returned to us by mistake. If we're able to locate them (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.

Fair use

If we notice an unusual pattern of returns activity that doesn't sit right, then we also won’t refund you.

When we suspect someone isn't just trying their items on, but wearing them for longer periods, then returning them.

When someone orders and returns loads - way more than even the most loyal Lost Lover Boutique customer would order.

When the items returned don't match what you ordered. If this happens to you and you think we've made a mistake, please get in touch with us at lostloverboutique@gmail.com and we'll be happy to discuss it with you.

Please note: we reserve the right to take legal action against you if the items you return don't match what you ordered.
Want to exchange an item?

We’re no longer offering free exchanges to all customers. All returned items will be refunded once they arrive at our address. Need it in a different size or colour? Then please, simply place a new order! 

What is the procedure for returns?

Please send back your items to: Lost Lover, 58 Union Street. Ryde. Isle of Wight PO33 2LG
And please include your order number too please on the form provided.
  
Still need help?
Please contact: lostloverboutique@gmail.com

Thank you

×