If you're not entirely happy with your purchase, we are here to help!
EXTENDED CHRISTMAS RETURNS POLICY:
Our extended returns policy will run from the 24th November 2023 until the 6th January 2024. Please ensure that your parcel is received by us by this date, any which are received past this date will be returned to sender.
You have 14 calendar days to return an item from the date you have received it.
To be eligible for a return your item must be unused and in the same condition that you received it. Your item must be in its original packaging. Your item needs to have the receipt or proof of purchase.
Once we receive your item, we will notify you. Please note that all returns are processed within 14 days of arriving at our warehouse. Once your return is approved after inspecting the item, we will initiate a refund to your credit card company ( or original method of payment) You will receive the credit within 14 days of us receiving the item depending on your card issuer’s policies.
How to return an item
Please find our Returns information below on how to Return an item.
1. Print and fill out the Returns form located at the bottom of this page (be sure to fill in your name, and order number). This form is also on the back of your invoice.
2. Pack your item(s) into the original packaging
3. Download a returns label using the following link www.royalmail.com/track-my-return/create/2883 (please note - £3.99 is deducted from your refund for using this service)
4. Attach the label to the parcel
5. Take the Parcel to the Post Office and Send - Please keep the receipt given to you at the post office as proof of return.
Alternatively, return these by a courier of your choice. We recommend using a tracked / recorded service - Lemonade, 3 Park Industrial Estate, Frogmore, St Albans, AL2 2DR. We cannot accept responsibility of parcels that do not reach us so a recorded service is vital.
Remember to keep your post office receipt (this is issued once the parcel is scanned) as the parcel is your responsibility until it gets back to us. This will also contain your tracking information. Taking a photo of it is great way to do this!
Please note that original postage will not be refunded unless the item you have received is faulty and you have contacted our customer service team with evidence of this.
We are no longer offering exchanges to customers. All returned items will be refunded once they have been inspected by our warehouse team. If you need a different size or colour then you will need to place a new order.
We accept the returns of damaged/faulty items only if they are returned in their original packaging and original condition within 30 days of receipt, we will also require photo evidence of any damages. Any returns outside this timescale will be returned to you or a credit will be issued to your Lemonade account at our discretion.
Please contact us as soon as you have noticed the fault via email at firstname.lastname@example.org with a photo of the item and your invoice so we can assist you further.
All returned items must be unworn and in their original condition. Failure to do this may result in us being unable to refund you and we may have to send the item back to you.
Please note, personalised and bespoke products can not be returned for any other reason than faulty.
In the interests of hygiene refunds/returns cannot be accepted for any pierced products or pierced products that are part of a set and all Make Up or any of the Face Masks.
Should you be unhappy with any aspect of your purchase you must inform us immediately upon receipt by email at email@example.com or by telephone 0203 137 6925 stating the problem.