Returns and Refund Policy

Returns

We hope you are happy with your purchase - we are confident you will be as our returns rate is less than 1%. But if you would like to make a return, you have 28 days from the date you received your order. If this time has passed, unfortunately we cannot issue a refund. 

To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Items must be returned in a resalable condition. 

If you receive a faulty or damaged item (we're sorry about that!), please contact our customer support team within 2 days with photos of the fault / damage and your order number. Reports of a faulty / damaged item after 2 days of receiving the item, are not applicable for a replacement or refund. 

Unfortunately, we do not offer free returns.

How do I make a return?

IMPORTANT: You must return your order with Royal Mail, otherwise we will not receive your return. Parcel Force is NOT part of Royal Mail and we will not receive your return if you use them. Orders returned using Parcel Force will result in a redirection fee payable by the customer

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Due to hygiene reasons, we cannot accept returns of the following products if the hygiene label has been removed or opened:

• Elvie range

 Wrong address

It is the responsibility of the customer to provide the correct shipping address. Refunds cannot be issued on orders that go missing due to an incorrect address provided. 

Returned to sender 

If your order is returned to sender, a £5 handling fee as well as the original shipping cost will be deducted from your refund. 

Refunds (if applicable)

Once we receive your return, providing the item(s) meets the return conditions, we will process a full refund - you will receive an email confirmation. 

Shipping costs are non-refundable. 

All refunds are processed to the original payment method.  

Late or missing refunds (if applicable)

If you haven’t received your refund after 5-10 days (depending on method of payment) and have checked with your bank, please contact us at info@lullabysecret.com