Return & Refund Policy

Returns & Refunds Policy

At Lucy & Joe, we want you to be completely satisfied with your purchase. This policy explains your right to cancel an order, and the conditions for returning products and requesting refunds. It reflects the statutory rights UK consumers hold under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, in addition to the extended goodwill terms we offer beyond those minimums.

1. Your Statutory Right to Cancel (Cooling-Off Period)

As a UK consumer buying online, you have a legal right to cancel your order for any reason within 14 days of receiving your goods, without needing to give a reason. To exercise this right, notify us within that window (an email is sufficient). You then have a further 14 days to send the goods back to us.

If you cancel under this statutory right, we will refund the price you paid for the goods, including the cost of standard delivery (we are not required to refund any upgrade to a more expensive delivery option you chose), within 14 days of receiving the goods back or evidence that you've sent them.

2. Our Extended Return Window

Beyond the statutory 14-day cooling-off period, Lucy & Joe offers an extended return window of 30 days from delivery for eligible items, on the conditions below. This is a goodwill extension on top of your statutory rights, not a replacement for them.

3. Conditions for Returning Products

To be eligible for a return, the product must meet the following criteria:

• The item must not have been used, worn, or damaged beyond what's necessary to establish its nature, characteristics, and function (trying on clothing to check size or fit, as you would in a shop, is acceptable).
• It must be returned in the condition in which it was received, ideally with original packaging, tags, and labels attached.
• The return request must be submitted within the allowed 30-day return period (or 14 days if exercising your statutory cancellation right).
• The return must first be approved by our customer support team.

If returned items show signs of use beyond trying them on — washing, wear, makeup stains, or damage — we may make a deduction from your refund reflecting the reduction in value, consistent with your statutory rights.

4. Items That Cannot Be Returned

For health, safety, and hygiene reasons, certain products are non-eligible for returns once opened or used, including:

• Items with broken hygiene seals.
• Intimates, underwear, shapewear, and bras if the hygiene seal has been removed.
• Custom-made or personalized products (these are also excluded from the statutory right to cancel under the 2013 Regulations, as bespoke goods).
• Products that were damaged due to consumer misuse or improper handling.

5. Faulty or Not-as-Described Items

If your item is faulty, damaged, or not as described, you have separate statutory rights under the Consumer Rights Act 2015, including a short-term right to reject faulty goods for a full refund within 30 days of delivery, and rights to a repair, replacement, or refund beyond that window. For faulty, damaged, or incorrect items, Lucy & Joe covers the cost of return shipping and issues a full refund of the item price, in addition to waiving any restocking fee. We will provide a prepaid return label or reimburse verified return postage costs.

6. Return Shipping and Restocking Fee (Change-of-Mind Returns)

For change-of-mind returns (i.e., not faulty, damaged, or incorrect), the following applies:

• Customers are responsible for the cost of return shipping.
• Returns must be shipped to our designated central logistics facility; because this is overseas, transit time can take several weeks depending on destination and customs processing.
• A 15% restocking fee applies to cover inspection, handling, and processing costs. This also applies to unclaimed or refused parcels.
• Lucy & Joe cannot be held responsible for return shipments that are delayed, refused, or lost due to customs issues or incorrect shipping procedures.

7. Return Address

Return shipments must only be sent to the specific address provided by our customer support team after a return request has been approved. Returns sent to any other address cannot be processed, accepted, or refunded.

8. How to Request a Return

To start a return request, contact our support team via email at [Email] with:

• Your order number.
• The item(s) you wish to return.
• The specific reason for the return.
• Clear photos of the item (mandatory if the product arrived damaged, faulty, or incorrect).
• Your full name and shipping address.

Our support team will respond with further instructions within 24 business hours (Monday–Friday).

9. Order Cancellation (Before Dispatch)

In addition to your 14-day statutory cancellation right, you can cancel an order within 30 minutes of completing your purchase for immediate processing. Once an order enters our processing stage, it can no longer be intercepted before dispatch, but your statutory cancellation right and our return process remain available after delivery.

10. Refund Procedure

• Statutory 14-day cancellations: refunded within 14 days of us receiving the goods back or evidence of dispatch, as described in Section 1.
• Extended 30-day returns and faulty/damaged/incorrect items: once your returned product is received and inspected at our facility, you'll be notified of the outcome, and approved refunds are issued to your original payment method within up to 10 business days of receipt and inspection. This timeline begins once the item arrives at our facility, not from the date it's shipped — international return transit is separate and can take several weeks.
• The 15% restocking fee (where applicable to change-of-mind returns) will be deducted from the refund total. Original shipping costs beyond the standard rate, and optional insured shipping selected at checkout, are non-refundable outside the statutory cancellation window.

11. Discounts and Partial Returns

If your order included a promotional discount and a partial return is processed, discounts will be recalculated based on the items you keep. If returning an item disqualifies the order from a promotion, the discount value will be deducted from your refund.

12. Store Credit

In specific situations, or as a goodwill gesture, we may offer store credit instead of a refund, at your option where your statutory rights don't require a cash refund. Store credit cannot be redeemed for cash, is non-transferable, and may only be issued once per order.

13. Failed Delivery or Incorrect Address

If a package is returned to us due to an incorrect or incomplete shipping address provided at checkout, we can arrange a reshipment once the parcel returns to our facility and correct details are confirmed, or offer store credit as a goodwill solution.

14. Policy Updates

Lucy & Joe reserves the right to modify or update this policy at any time. Statutory consumer rights described in this policy are not affected by any such update. Changes take effect upon publication on our website.

15. Contact Information

Store name: Lucy & Joe

Company name:  Yusuf Agir LLC

Registration Number: 42-3392831

Business Address: 34 Amanda Rd, Sudbury MA, 01776 United States.

Warehouse Address: 35 Parkfield Ave, Bootle L30 1PG, UK

Email: info@lucyandjo.com

Phone: +44 1507 309327

Customer Service Hours:

Monday to Friday: 9am - 6pm (BST)

Saturday and Sunday: Closed