Returns & Refunds

1. Your Statutory Rights

As a consumer purchasing online in the United Kingdom, you are protected by the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy limits or waives those rights.

2. Change of Mind — 14-Day Cooling-Off Period

You have the right to cancel your order and return your item(s) for any reason within 14 days of the date you receive your goods. You do not need to provide a reason.

Conditions for a change-of-mind return:

• You must notify us of your intention to return within 14 days of receiving your order;
• Items must be returned within 14 days of notifying us;
• Items must be unworn, undamaged and in their original condition, with all original packaging and any tags attached;
• You are responsible for the cost and safe return of the item(s) — we recommend using a tracked and insured postal service, as we cannot accept responsibility for items lost in transit.

3. How to Request a Return

To initiate any return — whether for change of mind, a fault, or an incorrect item — please follow these steps:

1. Contact us first Please Contact Us with your order number, the item(s) you wish to return and the reason. Do not send items back before hearing from us.
2. Receive return instructions We will respond within 2 business days with return instructions, including the return address and any relevant guidance.
3. Pack and post your item Package the item securely in its original packaging where possible. Use a tracked postal service and retain your proof of postage.
4. Receive your refund or replacement Once we receive and inspect the returned item, we will process your refund or dispatch a replacement as agreed.

4. Faulty, Damaged or Incorrect Items

If your item arrives damaged, is not as described, or is the wrong product entirely, you are entitled to a remedy under the Consumer Rights Act 2015. Your rights depend on how long ago you received the item:

5. Refunds

Once your return has been received and inspected, we will notify you by email and process your refund as follows:

• Refunds are issued to the original payment method used at checkout;
• For change-of-mind returns, we will refund the full product price plus the original standard delivery charge, within 14 days of receiving the returned goods — or within 14 days of you providing proof of return postage, whichever is earlier;
• For faulty or incorrect items, we will refund the full product price, original delivery charge, and return postage costs;
• We reserve the right to make a deduction from the refund if the value of the goods has been reduced as a result of handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

6. Items Not Eligible for Return

The following items cannot be returned or refunded, except where they are faulty or not as described:

• Personalised, engraved or custom-made items;
• Items that have been worn, used, or are not in their original condition;
• Items returned without their original packaging or tags;
• Items returned outside of the 14-day cooling-off window without a valid fault or quality claim.

7. Exchanges

We do not currently offer direct exchanges. If you would like a different size, colour or style, please return your original item for a refund (subject to the conditions above) and place a new order on our Website.

8. Return Postage Costs

• Change-of-mind returns: Return postage is at your own expense. We recommend a tracked service — we cannot be held responsible for items lost in transit on the way back to us;
• Faulty, damaged or incorrect items: We will cover reasonable return postage costs. Please Contact Us before returning so we can advise on the best method.

9. Contact Us

If you have any questions about a return, refund or the condition of an item you've received, please get in touch — we're always happy to help.

Email: support@lorvelleco.com
Contact form: lorvelleco.com/pages/contact-us

We aim to respond to all enquiries within 2 business days.

Last updated: May 2026