Returns & EU Right of Withdrawal

EU Right of Withdrawal

If you are based in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. Because we want to go further for our customers, we offer a 30-day return window for all customers, which exceeds this minimum requirement.

The withdrawal period begins from the day you (or someone you nominate) receives the last item in your order.

To exercise your right of withdrawal, you must inform us before the return window expires by contacting us at support@lubella.co.uk.

Cancellations

You may cancel your order at any time before it has been fulfilled. Once an order has been fulfilled and dispatched, our standard return process applies. Please contact us as soon as possible at support@lubella.co.uk if you wish to cancel.

Our 30-Day Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us at support@lubella.co.uk. If your return is accepted, we'll give you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as custom or personalised products (special orders). Please note that under EU law, the right of withdrawal does not apply to goods made to a consumer's specifications or clearly personalised. Please get in touch if you have questions about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be automatically refunded to your original payment method. Please allow some time for your bank or credit card company to process and post the refund.

For EU customers exercising the right of withdrawal, we will issue your refund within 14 days of receiving your returned goods.

For any questions, contact us at support@lubella.co.uk.