Delivery and Returns
LL CUSTOMER Delivery & Returns Policy
LAST UPDATED: May 2017
Each product is sent to you directly by the business that created, designed or selected it. Therefore, delivery and dispatch times vary according to each Seller and by product if customisation or manufacturing time is required. Please note some bespoke products and personalisation can take up to 4 weeks to make, therefore please check the individual product pages before purchase.
Individual delivery and dispatch information is displayed on the individual Product Page. Standard recorded/tracked delivery services to UK mainland address are free of charge. Additional delivery services, such as Expedited Delivery and International Shipping will vary according to each Seller. To avoid disappointment, please ensure you check the individual product page before you purchase.
The Seller will include details of estimated delivery and dispatch times on their Product pages. If you want more information about delivery for a Product that you’ve already ordered, please get in touch with the Seller directly. You can do this by visiting the ‘Contact Info’ section of the individual Seller profile on the website.
Very occasionally, unavoidable factors can delay a parcel (bad weather or postal strikes, for example). If this happens the Seller will let you know and, where possible and appropriate, will agree a revised delivery date with you. We do ask for your patience if this happens – we’ll be doing our best to sort it out for you. Once your order is on its way, the Seller will be in touch again to let you know when you should expect it.
Unless otherwise specified, for most products, if you change your mind you have 14 days to notify the Seller if you want to cancel the order or exchange the item. The cancellation period will expire 14 days from the day on which you purchased your order. This applies to cancellable goods only as certain goods are exempt from being returned (there’s a guide below to help you see what’s cancellable and what isn’t).
Please don’t destroy or throw away any product, even if it’s faulty, before you’ve spoken to the Seller and agreed that doing so won't affect any refund you may be entitled to. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please note that you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to the Seller).
HOW TO MAKE A RETURN
To make a return, you just need to let the Seller you ordered the Product from know that you wish to make a return and follow their instructions on how to do so. The easiest way to contact the seller is to find the Seller profile on the LL Website and click on the Contact Info tab.
If you email us about an order we'll ask you first to attempt to contact the Seller. Our Sellers are expected to maintain high standards of customer service and should reply promptly.
WHEN CAN YOU RETURN?
(a) If the Product is faulty or incorrectly described you have a legal right to end the Seller Contract and return the Product;
(b) If you want to end the Seller Contract because of something Lobella Loves or the Seller has told you they are going to do; and
(c) If you have just changed your mind about the Product. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the cost of returning any Products.
WHEN CAN’T YOU RETURN?
Unfortunately some items are non-cancellable and non-refundable:
(a) Anything that is made to your specific requirements (ie, outside of standard customisation options offered by the Seller to all Customers), is personalised or otherwise can't be resold due to a bespoke element;
(b) Perishable Products (like food or flowers);
(c) Creative pieces that are specially commissioned when you place an Order, like artwork, bespoke products such as prints or toys, personalised items, stationery designs, sculpture, and ceramics and any other Products or designs that are specifically created for the Customer;
(d) Personal items sold with a hygiene seal (like cosmetics or underwear) where the seal is broken; and
(e) Cosmetic Products, hair accessories, underwear, swimwear, bibs and teething accessories due to hygiene reasons.
Once your return is received and inspected by the Seller and we have been informed we will send you an email to notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, as soon as possible directly to the payment card used to purchase the products, in no more than
a. 30 days after the day the product is received by the Seller; or
b. if earlier, 30 days after the date you provide evidence that you have returned the product to the Seller; or
c. if there were no goods supplied, 30 days after the day on which you informed the Seller (via ‘How to Make a Return’ above) about your decision to cancel your order.