2. Returns and Refund Policy

Last updated: Today

At Lavinia London, we want you to feel comfortable shopping with us.
This Returns and Refund Policy explains how returns, refunds and our 30-day money-back guarantee work.
This policy applies to purchases made through lavinialondon.com.

30-day money-back guarantee

In addition to your statutory rights, we offer a 30-day money-back guarantee.

If you are unhappy with your order or something is not quite right, please contact us within 30 days of receiving your order.

To start a return request, email us at:
info@lavinialondonn.com

Please include:

1. Your full name
2. Your order number
3. The email address used for the order
4. The reason for the return
5. Clear photos if the item is damaged, faulty or incorrect
6. Any other information that may help us process your request

Our team will review your request and provide you with the next steps.

Your right to cancel an online order

Under the UK Consumer Contracts Regulations, you generally have the right to cancel an online order without giving a reason.

You must inform us that you wish to cancel within 14 days of receiving your order. After notifying us, you normally have another 14 days to return the item.

Our voluntary 30-day money-back guarantee gives you additional time, but it does not replace or restrict your statutory rights.

Certain products may be excluded from the statutory right to cancel, as explained below.

Return approval

Please contact us before sending an item back so that we can provide the correct return instructions and return address.

If your return is approved, we will explain where and how the item should be returned. Depending on the product and supplier, the return location may be outside the United Kingdom, including China.

You should not return an item to an address shown on the original parcel without first receiving return instructions from us, as this may not be the correct return location.

Return shipping costs

For change-of-mind returns, incorrect size selections or unwanted items, the customer is normally responsible for the direct cost of returning the item, provided this was communicated before purchase.

If the approved return address is outside the United Kingdom, including China, the customer may be responsible for arranging and paying for shipping to that address for a change-of-mind return.

If an item is faulty, damaged, not as described or incorrect, Lavinia London will cover the reasonable return costs where required under UK consumer law.

We recommend using a tracked shipping service and keeping your proof of postage.

Proof of return

For an approved return, we may ask you to provide valid tracking information or other proof that the item has been returned.

For change-of-mind returns, we may withhold the refund until we have received the returned item or you have provided sufficient evidence that it has been sent back, whichever occurs first.

If a returned parcel is lost and no proof of postage or delivery can be provided, we may be unable to process the refund.

This does not affect your statutory rights.

Condition of returned items

For a change-of-mind return under our 30-day money-back guarantee, the item should be:

1. Unworn, except when tried on as you would in a shop
2. Unwashed
3. Unused beyond what is reasonably necessary to inspect it
4. In its original condition
5. Returned with its tags and original packaging where reasonably possible

You may inspect and try on an item as you would in a physical shop. However, we may make a reasonable deduction from the refund if the item has lost value because it was handled more than necessary.

Items showing signs of excessive wear, washing, damage, perfume, stains, makeup marks or alterations may be subject to a reduced refund or may not qualify under our voluntary guarantee.

These conditions do not restrict your rights if an item is faulty, damaged, incorrect or not as described.

Items that may not be eligible for change-of-mind returns

Some products may be excluded from change-of-mind returns where permitted by law, including:

1. Gift cards
2. Personalised or custom-made products
3. Perishable products
4. Sealed health or hygiene products once the seal has been broken
5. Items that have been excessively worn, washed, used or altered
6. Items returned outside the applicable return period

Final-sale items remain covered by your statutory rights if they are faulty, damaged, incorrect or not as described.

Faulty, damaged or incorrect items

If your item arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible at:
info@lavinialondonn.com

Please include your order number, a description of the issue and clear photographs of the item and packaging where possible.

We will review the issue and offer an appropriate solution in accordance with UK consumer law. Depending on the circumstances, this may include a refund, repair or replacement.

You may have a statutory right to reject faulty goods and receive a full refund within 30 days under the Consumer Rights Act 2015. Additional rights may apply after this period.

UK consumer rights

Nothing in this policy limits or excludes your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or other applicable UK consumer legislation.

Goods must be of satisfactory quality, fit for purpose and as described. If they do not meet these requirements, you may be entitled to a refund, repair, replacement or another legal remedy.

Our 30-day money-back guarantee is offered in addition to these statutory rights.

Refund processing

Once your return has been received or you have supplied acceptable evidence of return, we will notify you by email.

Approved refunds will be issued to your original payment method. Where UK cancellation rights apply, the refund will normally be issued within 14 days after we receive the returned goods or acceptable evidence that they have been sent back.

Where legally required, your refund will also include the cost of the least expensive standard delivery option offered at checkout. Additional costs for express or premium delivery are not refundable unless required by law.

Your bank, card issuer or payment provider may require additional time to display the refund in your account.

Exchanges

We may offer an exchange depending on the circumstances and product availability.

Please contact us at:
info@lavinialondonn.com

We will review your request and explain the available options.

Order cancellations

If you need to cancel your order, please contact us as soon as possible at:
info@lavinialondonn.com

If the order has not yet been processed or dispatched, we will do our best to stop it.

If the order has already been dispatched, you may still have the right to cancel and return it in accordance with this policy and applicable UK consumer law.

Contact us

For questions about a return, refund or order, please contact us at:
info@lavinialondonn.com

Deze versie is afgestemd op de Britse regels voor online aankopen, waaronder de bedenktijd van 14 dagen en de rechten bij defecte producten. De officiële uitleg staat op GOV.UK – Accepting returns and giving refunds en GOV.UK – Online and distance selling