Refunds & returns.
What you need to know if you would like to return an online order.
At a glance
- Tell usWithin 14 days where the cancellation right applies Read in full
- Send it backAnother 14 days after you tell us Read in full
- Return postageCustomer pays for change-of-mind returns Read in full
- Return addressUnit 9 Boxpark, Wembley Park HA9 0JT Read in full
A quick summary. The full policy below always applies.
Full policy
Tell us within 14 days
For online purchases where the statutory cancellation right applies, you can change your mind without giving a reason. Tell us within 14 days of receiving your order by emailing hello@lovechurroslondon.com. Include your name, order number and the items you wish to return. You then have another 14 days to send them back.
Bottles and product condition
Please keep bottles sealed while deciding whether to keep them, and pack returns securely. Certain products have legal exceptions to the change-of-mind right, including perishable goods and sealed goods which cannot be returned for health protection or hygiene reasons once unsealed after delivery. Contact us if you are unsure how an exception applies to your item.
These exceptions do not remove your rights if goods are faulty, damaged or not as described.
Faulty, damaged or incorrect items
Email hello@lovechurroslondon.com with your order number and a description of the problem. A photograph can help us investigate, if you are able to provide one. Your statutory rights are not dependent on reporting a fault immediately on delivery or supplying a photograph.
Return postage
You pay return postage when you change your mind. Your statutory rights, including any right to recover reasonable return costs for faulty or incorrect goods, are unaffected. We recommend keeping proof of postage or tracking.
Where to send a return
Unit 9 Boxpark
18 Olympic Way
Wembley Park
HA9 0JT
How refunds work
For a cancellation covered by the statutory cancellation right, we refund the payments you are entitled to receive, including standard delivery for a cancelled order. If you chose a more expensive delivery option, only the standard delivery cost is refundable.
Where we have not offered to collect the goods, we refund without undue delay and no later than 14 days after receiving the goods back, or receiving evidence you sent them back, whichever is earlier. Refunds use the original payment method unless you expressly agree otherwise. A lawful deduction may apply for handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.
Your rights
This policy does not affect your statutory consumer rights. Different rights apply if goods are faulty, not as described or not fit for purpose. Contact us if you need help with a refund or exchange.
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Questions about this page? Email hello@lovechurroslondon.com.