Returns & Refunds

Returns Policy

We hope that you are completely delighted with your Love Lane Boutique purchase but if you change your mind for any reason, you have 14 days from the date you receive your order to return it to us for an exchange or refund (to the original method of payment).  For International customers, our return policy is extended to 21 days from the date you receive your order.

All returned products must be unused and in their original packaging, with any tags, packing materials and protective soles intact and in perfect condition. Items must be free of marks and have no signs of wear.

All returns are at the cost and responsibility of the customer.

Return Exclusions

Regrettably we are unable to offer refunds or exchanges on the following items….

Dyed shoes

Dyed handbags

Pierced earrings

Bespoke or made to order items

Products that have had their protective seals or strips removed

This does not affect your statutory rights.

Exchanges

We are happy to exchange an unsuitable item providing the original item is unused and in their original packaging, with any tags, packing materials and protective soles intact and in perfect condition, free of marks and no signs of wear.

First exchanges, up to 1 item, will be sent free of charge within the UK. Any additional items or subsequent exchanges within the UK will be charged at £5.00. All international exchanges (non-UK) will be charged at the standard applicable delivery rate. 

To request an exchange, please complete the return form fully and include details of the new item you would like.  When returning an item for exchange, please follow the returns procedure specified below. 

Where any additional payment is due, either for delivery or an item, payment will need to be made before the new item(s) are despatched. 

Return Procedure for UK Orders

To return your order in accordance with this policy, please send an e-mail, advising your order number and reason for return to [email protected]. If the return request meets the terms of our return policy, we will respond with a return form. Please ensure that you complete the return form fully including your name and order number and include this with your returned item(s). Where an exchange is required, please also include details of the new item that is required.

The cost of the return postage is the responsibility of the customer and is not refundable. We strongly recommend that you use a delivery service that compensates you for the value of your goods in the event of loss or damage. We accept no responsibility or liability for goods returned to us. In the unfortunate event that your item is lost or damaged, please contact the company used for the return directly as we are unable to assist with this.

Return Procedure for International Orders

To return your order in accordance with this policy, please send an e-mail, advising your order number and reason for return to [email protected]. If the return request meets the terms of our return policy, we will respond with a return form. Please ensure that you complete the return form fully including your name and order number and include this with your returned item(s). Where an exchange is required, please also include details of the new item that is required.

All International returns must have a CN22 or CN23 Customs Declaration attached to the front of the parcel. Which declaration you use is dependent on the value of the goods you are returning. It is essential that the Customs Declaration is completed fully, including the name and address of the sender. Leaving details off the customs declaration can lead to delays, or can in some instances result in the parcel being returned to sender or seized by customs.  

The original commercial invoice must also be attached to the outside of the package and it must be clearly marked with the word ‘RETURN’. This ensures that UK customs do not charge import duty. Failure to do this may result in customs and duty charges which we cannot be held responsible for. In this event, the return will be refused.

The cost of the return is the responsibility of the customer and is not refundable. We strongly recommend that you use a delivery service that compensates you for the value of your goods in the event of loss or damage. We accept no responsibility or liability for goods returned to us. In the unfortunate event that your item is lost or damaged, please contact the company used for the return directly as we cannot assist with this.

Unsuitable Returns

In the event that an item is returned that does not meet the terms of our return policy (and where you do not have any other legal right to return the product), we will not refund or exchange the item. We may also request additional payment to redeliver the item(s) back to you.

We reserve sole discretion to determine whether an item is unused and in the original packaging, with any tags, packing materials and protective soles intact, in perfect condition, free of marks and have no signs of wear. We strongly recommend that shoes are tried with tights or pop socks to prevent any marks, and that they are tried on a carpeted surface to avoid scuffs or marks on the soles.

Refunds

A refund will be given to the value of the price paid of any product as long as it is returned in accordance with the terms of this returns policy. The refund will be made to the original method of payment. The refund will exclude:

  1.  i. any original delivery charges paid by the customer
  2.  ii. the costs of returning the item(s) to us
  3.  iii. any taxes, duties and levies incurred either in receiving or returning the item(s) outside of the UK

Where a promotion or discount was applied to the item at the time of purchase, you will only be refunded the amount paid.

We endeavour to process your refund as quickly as possible, and in any event, within 14 days from the day we receive your return. When the return is processed you will receive an email confirming your refund but it may take up to 10 working days for the funds to be credited back into your payment account.