Returns & Exchanges
Discover our returns and exchanges policy below.
We hope you are happy with your Lavender Hill Clothing product, however, if you wish to return an item for an exchange or refund, please follow the instructions below:
1. Email email@example.com to obtain a returns reference number within 14 days of receiving your item. This reference must be included in the parcel. (Please note that sale items are not entitled to free returns and some sale items are non returnable (this is clearly marked on the products page)).
2. Attach the address label to the parcel which is at the bottom of the invoice. Please return your item within 14 days of receipt of the goods.
3. Take the parcel to your local post office. We strongly recommend you obtain a certificate of postage from the Post Office. We will only be responsible for returned products once received into our warehouse. Items lost in transit will not be treated as returned.
4. We will refund or send an exchange as soon as possible but no later than 30 days of you returning the item(s). If you place an order with free delivery and then return the full order, we will deduct the price of delivery from the refund.
Please note shipping fees will not be refunded. All products must be returned in an unworn, unwashed, undamaged and resalable condition with the swing tag still attached. The price paid for correctly returned products will be credited to the card used on the original purchase.
For hygiene reasons we do not accept returns of masks or knickers.
If you place an order with free delivery and then return the full order, we will deduct the price of delivery from the refund.
Please note that we are unable to process refunds at events and can only accept exchanges.
Lavender Hill Clothing
71 Townmead Road
If you wish to exchange the original product for an alternative product shown on our website please notify us on the returns/exchange form. Provided the alternative product is still available and the original product is returned to us in accordance with our returns policy (as above) we will make the exchange for you. If the alternative product you require costs less than the returned product, we will credit you the difference. If it costs more than the one you have returned we will need to take an additional payment from you before we can send you the item. We will charge our standard delivery charge for the alternative product. Please make sure you give us a daytime telephone number and your email address on the returns/exchange form, so we can contact you for authority to debit your card for the delivery charge and any further payment.
In the unlikely event a product is received faulty please notify us by email or telephone as soon as possible. We will provide you with a reference number. The faulty item should be returned to us within 14 days of your receipt of the product following our returns/exchange policy and please ensure you notify us of the nature of the fault so we may investigate. Provided we accept the item as faulty we will offer you a gift card for the price you paid.
Once your parcel has been received by us we will process the returns as quickly as possible but it can take up to 10 working days to deal with your request. Returns are dealt with in the order in which they are received so returns sent by Special Delivery may reach us more quickly but do not progress more quickly through the process.
When we have dealt with your return we will confirm this to you by email. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit card statement.
If you place an order with free delivery and then return the full order, we will deduct the price of delivery from the refund. If, after sending your return to us, you have not received our email confirmation within 10 working days, please contact us on 0203 488 0006 (Monday - Friday 9.00am to 5pm) so we can investigate.