Refund policy

We have a 30-day return policy for online purchases, which means you have 30 days after receiving your item to request a return and send it back to us. Items returned after this time will be issued with a credit note voucher. Purchases bought in store in person have a 14 day return policy.

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, you can contact us at online@lornashouse.com. If your return is accepted, please send back to us at Lornashouse Lifestyle, 12 High Street, Whitchurch, Shropshire SY13 1AR. Please include your name and order number in the parcel. To keep our prices as low as possible, return postage is at customer expense.

You can always contact us for any return question at online@lornashouse.com.

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 for you.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods, headwear products, custom products (such as special orders or personalised items), and personal care goods (such as beauty products).  Please get in touch if you have questions or concerns about your specific item.

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 or not. If approved, you’ll be automatically refunded on your original payment method. The refund will be for the cost of the items purchased only. Please note that original shipping fees are not refundable. If the free shipping option had been used when originally placing the order and all items are returned then we reserve the right to not refund the cost of shipping. If the order was placed with Klarna or Clearpay, this facility has a much higher merchant cost compared to card payments and we reserve the right to cover this cost also if an entire order is returned, this is to ensure we can keep our running costs to a minimum. 

Please remember it can take some time for your bank or credit card company to process and post the refund too. You can cancel an order for a full refund after it is placed but should that order have been fulfilled and sent to courier you will have to return back to us instead at your own cost.