Refund policy
We hope you are happy with your order. However, if you are not completely satisfied, we are here to help.
RIGHT TO CANCEL (UK & EU)
Under UK law (Consumer Contracts Regulations 2013), you have the legal right to cancel or return most items within 14 days of receiving them, without needing to provide a reason. This is sometimes referred to as the “cooling-off period.”
To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with original tags, and in its original packaging. A receipt or proof of purchase will also be required.
PERSONALISED AND CUSTOM ITEMS
Please note: personalised, custom-made or made-to-order items cannot be returned, exchanged or refunded unless they arrive damaged or faulty. This does not affect your statutory rights.
HOW TO START A RETURN
To arrange a return, please contact us at info@lovingwhisper.co.uk within 14 days of receiving your order. If your return is accepted, we will provide you with a return shipping label and instructions on how and where to send your package.
Items returned without prior authorisation will not be accepted.
DAMAGED, FAULTY OR INCORRECT ITEMS
Please check your order upon delivery and contact us immediately if an item is defective, damaged, or incorrect. We will work quickly to resolve the issue.
NON-RETURNABLE ITEMS
We are unable to accept returns on personalised or custom-made items (unless they arrive faulty or damaged), or on perishable goods such as flowers or plants.
EXCHANGES
The quickest way to exchange an item is to return it (if eligible) and place a new order once the return is accepted.
REFUNDS
Once we have received and inspected your return, we will notify you whether your refund has been approved. Approved refunds will be processed back to your original payment method within 10 business days.
Please note: your bank or card provider may take additional time to process the payment. If more than 15 business days have passed since your refund was approved, please contact us at info@lovingwhisper.co.uk