RETURNS POLICY 

As an ethical 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. 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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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.

 

Please note a processing fee of £20 will be deducted off all refunds.

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We currently do not offer exchange services. Sale items are non-returnable and non-refundable.​

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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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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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