RETURNS AND EXCHANGES
We hope you love your Lullaby Lane purchase. However, we understand that you may occasionally need to return an item.
This policy applies to products purchased through our website and does not affect your statutory rights.
Changing Your Mind
For most products purchased online, you may cancel your order within 14 days from the day after you receive it.
After telling us that you wish to cancel, you must return the item within a further 14 days.
To request a return, please contact us through our Contact Us page and provide:
- Your name;
- Your order number;
- The product you wish to return;
- Your reason for returning the item, although you are not legally required to provide one for a change-of-mind return.
Return Conditions
Returned products must be:
- Unworn and unused;
- Unwashed;
- In a resaleable condition;
- Returned with all original labels, tags and packaging attached;
- Free from marks, make-up, odours, pet hair or other damage.
You may inspect an item in the same way that you reasonably could in a shop. We may make an appropriate deduction from the refund if the product has been handled beyond what is reasonably necessary and its value has been reduced.
Return Delivery Costs
Customers are responsible for the cost of returning change-of-mind items.
We recommend using a tracked delivery service and retaining proof of postage. Lullaby Lane Children’s Boutique cannot accept responsibility for returned parcels until they have been received by us.
Where a product is faulty, damaged, incorrect or not as described, we will arrange an appropriate return method or reimburse reasonable return postage costs.
Refunds
Once your return has been received and checked, an approved refund will be issued to the original payment method.
Refunds will normally be processed within 14 days of receiving the returned product or receiving satisfactory evidence that it has been sent back, whichever is earlier where legally applicable.
Your bank or payment provider may require additional time to place the funds into your account.
For a complete cancellation of an eligible order, we will refund the basic standard delivery charge originally paid. Additional costs paid for express, premium or other upgraded delivery services will not normally be refunded beyond the cost of standard delivery.
Exchanges
Exchanges are subject to product availability.
Please contact us before returning an item if you would like a different size or product. We will confirm whether the replacement is available.
To avoid an item selling out, you may prefer to return the original product for a refund and place a new order.
Additional delivery charges may apply when an exchange is requested because the wrong size, colour or product was ordered.
Products That Cannot Normally Be Returned
Unless faulty, damaged, incorrect or not as described, we cannot normally accept returns of:
- Personalised, embroidered, monogrammed or made-to-order products;
- Products made to the customer’s individual specifications;
- Sealed hygiene-sensitive products once the seal has been removed;
- Products that have been worn, washed, altered or damaged after delivery;
- Products without their original tags or packaging where this affects their resale value.
Personalised Products
Please check all personalisation details carefully before completing your order.
Personalised or custom-made products cannot normally be cancelled, returned or exchanged simply because you have changed your mind.
This does not affect your rights where a personalised product is faulty, damaged, incorrectly personalised by us or does not match the order you submitted.
Faulty or Incorrect Products
Products must be of satisfactory quality, fit for purpose and as described.
Please contact us promptly if you believe an item is faulty or if you have received the wrong product.
Where applicable, you may be entitled to a refund, repair or replacement. Customers generally have a short-term right to reject faulty goods within 30 days, with further rights potentially available after that period.
Nothing in this policy limits your statutory rights under UK consumer law.
Sale Products
Sale products have the same legal protections as full-price products.
Change-of-mind returns for eligible sale products will be accepted in accordance with this policy unless the product is excluded for another reason, such as being personalised.
Proof of Purchase
We may request your order confirmation, receipt or another reasonable form of proof of purchase before processing a return, exchange or refund.
Return Address
Please contact us before returning an item. We will provide the correct return address and instructions.
Items returned without contacting us first may take longer to process.