RETURNS POLICY 

As a vegan brand we care not only about animal welfare but also the environment. We try our best to avoid waste and the use of plastic in our packaging, and we highly recommend customers to double check all product details (colour, sizing, details etc) before making a purchase to avoid wasting resources such as packaging, and carbon emissions from shipping and delivery transportation.

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We hope you will love everything that you order from us, but if something isn’t quite right, don’t worry, you have 14 days to return the item. To return an item, please contact us directly and we will guide you through our returns process.

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Please note that we currently do not offer exchange services.

 

All made to order items, gift sets and sale items are non-returnable and non-refundable.​

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Any items you are returning back to Alter London is your responsibility until it reaches us. Please make sure it is packed up properly and can’t get damaged on the way. Please make sure the original tag is attached and include any other packaging that the item came with (i.e. dust bag). The cost of return shipping charges will be your responsibility, please ensure that you obtain a proof of posting and/or adequate insurance/delivery confirmation. We are not responsible for any items that are returned to us by mistake. All goods will be inspected on return. Items returned to us in a non-sellable condition (eg. used, scratched, washed, soiled or damaged, stained etc) will not be refunded and will be sent back to you.

 

A processing fee of £20 will be deducted off all refunds.

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CUSTOMS DUTIES / TAXES 

Please note that any items shipped internationally may be subject to import duties and taxes applicable to your country. Customers are responsible for any customs duties / import fees / taxes / VAT charges. These fees are paid to your local carrier and/or government. These fees are not implemented or collected by The Lovely Things, and thus cannot be refunded. 

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If you fail to pay these charges and the parcel is returned to us, we will refund you the cost of the item but we will not be able to refund your original shipping costs and a processing fee of £15 will be deducted.

 

 

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FAULTY GOODS 

All items are carefully and fully inspected prior to dispatch, in the unlikely event that you receive a faulty or damaged item, please contact us immediately with photos of the defective item to arrange for a replacement. If you do not advise us within 7 days of receiving the item you will have been deemed to accept the item.

 

We aim to replace your item to your satisfaction, if we are unable to do so then we will issue a full refund. Please note the item/s must be returned to us first for this to be processed. The faulty goods must be returned to us in unused condition with all their tags intact and in original packaging or we may not be able to provide an exchange or refund and the item will be sent back to you.

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REFUNDS 

Once your return has been received, you will receive a full refund within 10 working days. Please note that the return process may take a little longer at peak times. After your return has been processed and approved by us, we will process a refund to the same account which was used to make the original payment.

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Card refunds can take up to 10 working days depending on your bank's processing time – please note we are unable to influence this.

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