Terms & Conditions
Our online ordering service is hosted on a secure-server, so you can be confident that when you send your personal details they will be held in a safe environment. Once your order has been processed the information is permanently removed from the website.
Lemonade is committed to protecting your privacy & security. We do not sell, rent or trade any personal information to any third party. Any information we obtain will always be used in compliance with all data protection. We follow strict security procedures in the storage and disclosure of the information you have given to us.
Royal Mail Claims
If we are required to raise a Royal Mail claim on behalf of your order (e.g. Lost in transit, Missing Items, Damaged), we will not be able to issue a refund or replacement until the investigation is complete.
In order to raise a claim on your behalf, you will be sent a claims declaration form which will need to be signed or e-signed by yourself so that we can provide evidence that all basis have been covered prior to the investigation, and that the items are not in any other persons' possession.
Claims regarding orders lost in transit can only be raised once 7 working days have passed since attempted/successfully recorded delivery by Royal Mail and we are unable to raise these sooner with the exception for missing items and damaged items.
Royal Mail claims are taken extremely seriously, and therefore can take up to 30 working days to resolve. Once we have heard back from Royal Mail with the resolution, we will be in touch regarding the next steps.
We do understand that the claims process can be frustrating, especially during busy periods, but please be courteous towards our staff who are doing all they can to have this resolved as efficiently as possible for you.
Credit/Debit Cards
We accept most major credit and debit cards, including MasterCard, Visa, Switch, Solo and Delta. The company reserves the right to decline any order where there is a discrepancy in card details.
Deliveries will be dispatched within 3-5 working days & will be sent via Royal Mail Tracked 48 (a 2-3 day service). Orders to Northern Ireland please allow 3-4 days. Although we offer a Next Day delivery service to most areas of the UK mainland some remote areas may take 48hrs and we can NOT completely GUARANTEE Next Day delivery as occasionally there may be unforeseen problems which may be out of our control.
Missing/Lost Parcels
If you have not received your order, please ensure that you inform our customer service team within 14 days from dispatch. If we do not receive contact within this time frame, we will not be able to resolve the issue for you. Due to our couriers providing us with 14 days to claim against any missing or misdelivered packages, we are required to be informed by you, the customer, at the earliest convenience within 14 days. You can contact our customer service team by email at [email protected]. Should you be unhappy with any aspect of your purchase with us, you must inform us immediately using the contact information provided - failure to do so will incur no solution.
Waiting List Items
If you are to order an item on a waiting list, we would advise to purchase it separately to any other products on our website that are not currently on a waiting list. Our waiting list items refer to a pre-order sale, meaning that you are agreeing that you will not be receiving this item until the recommended time has passed that is advertised on each individual product. If you are to order other items along with your waiting list item, you will be required to pay an extra standard delivery fee of £3.99 to cover the cost of splitting your order - failure to do so will cause a delay in delivery for your other items. Waiting list items are clearly advertised in the title and banner of the product. If you have any questions regarding your order please get in touch with our customer service team.
Photography/Images
Love Lemonade reserves the right to all images posted via the website, lovelemonade.com and all social media accounts linked to the website.
Returns Policy
Retail
We accept the return of all products only if they are returned and in their original packaging within 14 days of receipt (the item must be within our possession within 14 days of receipt). Under these circumstances we will issue a full refund for the price you paid for the item. Please print a Returns form and fill it in according to the item(s) you are returning. If you have not enclosed a returns form then we will not be able to accept your return. If you are in need of a Returns form please click here. Should you be unhappy with any aspect of your purchase you must inform us immediately upon receipt by email or by telephone stating the problem. Please note a charge of £3.99 will be deducted from your refund to cover postage costs and original postage costs will not be refunded. Exclusions for faulty items apply.
We do not offer exchanges so to avoid disappointment we recommend to reorder- please quote your new order number on your returns form and we can waiver the postage fee so you do not pay postage twice.
Once an Item has been dispatched from ourselves we are unable to recall the item, you will be required to return the item to us yourself and postage deductions will be applied.
Any returns outside this timescale will be returned back to you or issued with a credit note, unless there are exceptional circumstances and are at Lemonade’s discretion.
For health and safety reasons no returns are accepted for any pierced products or pierced products that are part of a set and all Make Up
Please allow up to 14 days for your refund to be processed. Lemonade will not be held responsible for any administration errors made by you the customer once the item has been dispatched, please contact us after checking the order in the confirmation email and letting us know of any changes immediately. Please return all items to the following address:
Lemonade
Unit 3, Park Industrial Estate St Albans AL2 2DR
Please note, we reserve the right to charge a re-stocking fee on cancellation/exchanges (up to 20%)
Due to the nature of our product range we are unable to guarantee the availability of products. If an item is no longer available, then you will be notified and given the opportunity to choose an alternative item or cancel your order for that item. The price you pay for your items is the price shown in the checkout section of our website at the time you place your order. If an error in pricing occurs, we will inform you as soon as possible and give you the option to reconfirm your order at the correct price or cancel it. If you cancel and you have already paid for the goods, you will receive a full refund.
If you need to contact us, please email [email protected]. Alternatively, you can write to the above address.
Lemonade cannot be held responsible for any errors or omissions contained within the website. If a product you have ordered has an incorrect price due to an error we have made, we will notify you before delivery and give you the option of cancelling or altering your order.
Discount Codes
Discount codes cannot be used in conjunction with one another any orders which have multiple discounts on will be cancelled by Lemonade and refunded immediately. Discounts must be entered at the point of check out, we cannot manually amend an order to apply a discount once an order has been generated. It is the customers responsibility to ensure the discount code has been applied properly and that the discount has come off of the order at the point of ordering and again at the point of paying. Lemonade will not issue refunds to cover missing discounts. Please note certain discount codes are only valid for a certain amount of time and customers will not be able to use them past this date, this includes newsletter sign up discounts which are given during promotional times which have a higher value than the standard discount code.
Please note that welcome and seasonal discount codes are not applicable for any Clearance Sale Items unless otherwise stated.
We reserve the right to exclude select lines and styles from promotional discount codes and activities on a seasonal basis.
Zero Tolerance Policy
Our staff have the right to carry out their work without violence, abuse or harassment. Any behaviour verbal or physical, which causes staff to feel uncomfortable, embarrassed or threatened, is totally unacceptable.
The Zero Tolerance policy includes aggression or threats made in person, over the telephone or in written communication. Love Lemonade consider threatening behaviour to be:
- Attempted or actual aggressive threatening physical actions made towards any member of staff.
- The use of aggressive, threatening or abusive language, (including raising of the voice, swearing and cursing, shouting) which threatens or intimidates staff.
This policy applies throughout the company. It also applies to any employee or director away from the business premises but only in so far as it relates to the business of the practice.
Love Lemonade reserve the right to remove any client or customer details from their systems and cease to correspond with or do business with them.
Remember our staff are here to help you and will always try our best to leave you with a happy resolution to any issues you may have
In a world where you can be anything, be kind.