Refunds and Returns Policy
This Refund and Returns Policy applies to purchases made from Lottie & Faye Manchester, a trading name operated by EcomFern.
Please note that we do not offer free returns for ordinary change-of-mind returns. Customers are responsible for the applicable return shipping costs unless the item is faulty, damaged, incorrect or not as described.
30-Day Returns Policy
Can I return my order?
Yes. We offer a voluntary returns period of 30 days from the date you receive your order.
To request a return, please contact us within these 30 days.
This voluntary returns policy is offered in addition to, and does not replace or restrict, any statutory consumer rights that may apply to your purchase.
Return Conditions
To qualify for a return under our voluntary 30-day returns policy:
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The item must be unworn, unwashed and unused, except for reasonable handling required to inspect or try on the product.
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The item must be returned with its original labels, tags, accessories and components.
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The item should be returned in its original packaging where reasonably possible.
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The item must not show signs of wear, washing, alteration, damage, perfume, make-up, deodorant, smoke or other contamination caused after delivery.
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The item must be returned within the period stated in the return instructions we provide.
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The customer is responsible for the return shipping costs for ordinary change-of-mind returns.
We reserve the right to refuse a return made under our voluntary returns policy or reduce the refund where an item has been worn, washed, altered, damaged or handled beyond what is reasonably necessary to inspect it.
This does not affect your rights where an item is faulty, damaged, incorrect or not as described.
Non-Returnable Items
We cannot accept ordinary change-of-mind returns for:
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Personalised or custom-made products;
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Products that deteriorate or expire rapidly;
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Sealed goods that are unsuitable for return for health or hygiene reasons once the seal has been broken;
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Underwear, pierced jewellery or similar hygiene-sensitive products where the protective seal has been removed; or
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Gift cards or other non-returnable products where permitted by applicable law.
These exclusions do not apply where an item is faulty, damaged, incorrect or not as described.
How to Request a Return
To begin the return process, email:
info@lottieandfayemanchester.com
Please include:
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Your order number;
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Your first and last name;
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The email address used to place the order;
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The product or products you wish to return;
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Your reason for requesting the return, where applicable; and
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Clear photographs or video evidence if the item is damaged, defective or incorrect.
You do not need to provide a reason when exercising a statutory right to cancel, although providing one may help us improve our products and service.
After reviewing your request, we will provide you with:
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Return instructions;
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The correct return address; and
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Any other information required to process your return.
Do not send your return to the address displayed on the original parcel. That address may belong to a courier or logistics provider and may not be able to process returns.
Returns sent without contacting us first, or sent to an unauthorised address, may be delayed, refused or lost.
Return Address and International Returns
Our products may be fulfilled through international logistics and supplier networks.
The designated return warehouse may therefore be located outside the United Kingdom, including in Asia.
The correct return destination will be provided after your return request has been approved.
For ordinary change-of-mind returns, the customer is responsible for the cost of shipping the item to the designated return address. International return shipping costs may be higher than domestic shipping costs.
We strongly recommend using a tracked return service and keeping your receipt and proof of postage until your refund has been completed.
Faulty, Damaged or Incorrect Items
Please contact us as soon as reasonably possible if your item:
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Arrives damaged;
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Is defective;
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Is not as described;
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Is materially different from the product ordered; or
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Is the wrong product, size or colour due to an error on our part.
Email info@lottieandfayemanchester.com with your order number and clear photographs or video evidence showing the issue.
Where the goods are confirmed to be faulty, damaged, incorrect or not as described, we will provide an appropriate remedy in accordance with applicable consumer law.
Depending on the circumstances, this may include:
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A replacement;
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A repair, where appropriate;
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A partial refund;
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A full refund; or
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Reimbursement of reasonable return shipping costs.
Customers are not responsible for reasonable return costs where goods are being rejected because they are faulty, damaged, incorrect or not as described.
Nothing in this policy limits or excludes your statutory consumer rights.
Order Cancellations
Cancelling Before Dispatch
We begin processing orders shortly after they are placed.
You may request a cancellation by emailing info@lottieandfayemanchester.com as soon as possible.
We will make reasonable efforts to cancel the order before dispatch, but cancellation cannot be guaranteed once the order has entered processing or fulfilment.
If we cannot stop the order before dispatch, you may still notify us that you wish to cancel. You may then need to wait for the parcel to arrive and return it using the instructions we provide.
Refusing delivery or returning an order to the sender without contacting us does not guarantee that the parcel will reach the correct return warehouse.
Statutory Right to Cancel
Where the statutory right to cancel applies, you may cancel your purchase without providing a reason within 14 days from the day after you, or a person nominated by you other than the carrier, receives the goods.
Where an order contains multiple items delivered separately, the cancellation period begins on the day after the final item is received.
To exercise this right, you must inform us of your decision to cancel through a clear statement sent to:
info@lottieandfayemanchester.com
After notifying us, you must send the goods back within 14 days, unless we agree otherwise.
The customer is responsible for the direct cost of returning goods following a change-of-mind cancellation, provided that the goods are not faulty, damaged, incorrect or not as described.
Orders Already in Transit
An order may continue travelling to you even after you have notified us that you wish to cancel it.
If the parcel is already in transit and cannot be intercepted, please wait until it has been delivered and follow the return instructions provided by our customer-service team.
You may notify us of your intention to cancel before delivery. However, notifying us does not guarantee that the carrier can stop or redirect the shipment.
Refunds
Once your return reaches the designated return warehouse, it will be inspected.
We aim to inspect and process eligible returns within seven working days of receipt.
You will receive an email confirming whether the return has been approved or whether further information is required.
Approved refunds will be issued using the same payment method used for the original transaction, unless expressly agreed otherwise.
Your bank or payment provider may require additional processing time before the refund appears in your account.
We do not charge a fee for issuing an approved refund.
Refund Timing for Statutory Cancellations
Where you exercise a statutory right to cancel, the refund will be issued without unnecessary delay and no later than 14 days after:
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We receive the returned goods; or
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You provide acceptable evidence that the goods have been sent back,
whichever occurs first.
We may withhold the refund until one of these events has occurred.
Delivery-Cost Refunds
Where you validly exercise a statutory right to cancel the entire order, we will refund the original standard delivery charge paid by you.
If you selected a more expensive delivery method than the least expensive standard delivery option available, the additional delivery cost will not be refunded.
Where standard delivery was provided free of charge, there will be no original delivery charge to refund.
Original delivery charges are not normally refunded for voluntary returns requested outside the statutory cancellation period, unless required by law.
Deductions From Refunds
You may inspect and try on an item in the same way that you reasonably could in a physical shop.
We may reduce the refund to reflect any reduction in the value of the goods caused by handling beyond what is reasonably necessary to establish their nature, characteristics and fit.
Examples may include:
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Wearing the product for an extended period;
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Washing the product;
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Removing or damaging attached labels;
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Altering the product;
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Returning it with stains, odours, make-up or other signs of use; or
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Damaging the product or its components after delivery.
Any deduction will be proportionate to the reduction in the item’s value and will be applied only where permitted by law.
Exchanges
We do not guarantee direct exchanges.
The quickest way to obtain another size, colour or product is usually to return the original item in accordance with this policy and place a new order separately.
Any replacement offered for a faulty or incorrect product will be handled in accordance with your statutory rights and the circumstances of the order.
Late or Missing Refunds
If you have received confirmation that your refund was issued but it has not appeared in your account:
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Check your bank or payment account again;
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Contact your card issuer or payment provider, as processing delays may apply; and
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Contact your bank, as refunds may take several working days to be officially posted.
If you have completed these steps and still have not received your refund, email:
info@lottieandfayemanchester.com
Unclaimed, Refused or Undeliverable Parcels
If an order cannot be delivered because the address supplied was incomplete or incorrect, or because the parcel was refused or not collected, it may be returned to the sender or logistics provider.
Any refund or reshipment will be considered after the parcel has been received and identified by the appropriate return facility.
Where permitted by law, reasonable shipping, handling or return costs caused by incorrect information, refusal or failure to collect the parcel may be deducted from the refund.
This does not apply where the delivery failure was caused by us or our delivery partners.
Contact Information
For questions about cancellations, returns or refunds, contact:
Trading name: Lottie & Faye Manchester
Registered business: EcomFern
Email: info@lottieandfayemanchester.com