If an item has been received in a damaged condition or is unwanted, the customer must CONTACT Lucy Loops within 3 business days after delivery date.

E.g. if the product is delivered on Monday 3rd, the customer must contact Lucy Loops by, and not after, Thursday 6th. Weekends are excluded.

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A 'full refund' refers to the cost of item(s) and cost of original shipping fees.

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If the customer has not contacted Lucy Loops within 3 business days after delivery date (unless a reason, deemed satisfactory by Lucy Loops, is given), a full refund will not be granted. 

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All unwanted items must then be returned undamaged in their original packaging within 14 business days after delivery date (excluding Saturday and Sunday, bank holidays and other holidays e.g. Christmas) for a full refund.

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All damaged items must also be returned in their original packaging and within the aforementioned time period of 14 business days after delivery date.

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Therefore, to be eligible for a full refund, the item(s) must be returned in their original condition and packaging unless damaged prior to delivery (i.e. during transit), in which case the damaged item(s) must also be returned as proof of damaged goods.

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Customers are responsible for any return shipping fees (with the exception of damaged items deemed acceptable for return).

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If Lucy Loops decides that there is satisfactory proof that the item(s) were damaged prior to delivery, Lucy Loops will cover the price of Royal Mail Standard Signed For 2nd Class in the UK (and Royal Mail International Tracked and Signed for international purchases) for the return shipping of any damaged product(s), as long as the customer provides proof of their purchase of Royal Mail Standard Signed For 2nd Class OR Royal Mail International Tracked and Signed (i.e. photograph of a dated receipt). 

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Refunds will be sent once the item(s) in question have been received by Lucy Loops.

Lucy Loops does not accept product exchanges or cancellations.

Due to the nature of the following item, Lucy Loops cannot accept returns for custom or personalised orders unless they arrive to the customer in a damaged condition.

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Lucy Loops also cannot accept returns for item(s) that have been damaged by the customer after they have received the item(s), whether deliberate or accidental.

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To arrange a return, contact Lucy Loops via email: lucyloopsdesigns@gmail.com

Or via the contact form on the Contact page, both options must be completed within 3 business days after delivery date.

Please include the following details in your return request:

• Name

• Address

• Order number

• Details regarding the reason(s) for the return request

Please note that in some cases, Lucy Loops may also require photographic evidence which can be attached to an email. Lucy Loops reserves the right to accept or reject supporting evidence if it does not adequately show the damage to the item(s) in question.

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The address to return item(s) is as follows:

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Lucy Walker

6 Freville Grove

Darlington

England

DL3 9QN

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For other policies and more information regarding payment, shipping and other information, please revisit the Policies page.