Return and Refund Policy
Changed your mind, or something is not right? Here is exactly how returns work, what qualifies, and how long a refund takes.
What We Can Accept
You have 30 days from delivery to request a return. The item needs to come back:
- Unworn and in new condition
- Free of marks, odours and visible wear
- Unwashed and undamaged
- With its original tags still attached
- In its original packaging where you still have it
What We Cannot Accept
- Anything sent back after the 30-day window has closed
Starting a Return
Email us at support@loreyalabel.com or use our Contact Us form, and include:
- Your full name
- Your order number
- The item
- Why it is coming back
We will reply with the return address and anything else you need.
Faulty or Wrong Items
If an item arrives faulty, damaged or simply is not what you ordered, tell us as soon as you can and send:
- Your order number
- A description of the problem
- Clear photos of the fault or the wrong item
Tell us within 30 days of delivery and you can choose a full refund. After that we will repair or replace the item, or refund you if that is not possible, as the Consumer Rights Act 2015 provides. We pay the return postage for faulty or wrong items.
Who Pays Return Postage
Return postage is yours to cover, unless the item was faulty or we sent the wrong thing. Use a tracked service so your parcel can be traced. Loreya Label cannot take responsibility for a return parcel that never reaches us.
What Happens When It Arrives
Every return is checked when it arrives. If it meets the conditions above, your refund starts. If it does not, we contact you to explain your options, which may be a reduced refund or sending the item back to you.
When You Get Your Money
Refunds go back to the original payment method within 14 days of your return reaching us, or of you sending proof of postage if that comes first. Your bank or card provider may take a few extra days to show it.
Working days are Monday to Friday, excluding UK bank holidays. The 30-day and 14-day periods on this page are calendar days.
Exchanges
Exchanges depend on what is in stock. If we cannot complete one, we refund you instead. Exchange requests follow the same process as any other return.
Returns Lost or Delayed in Transit
If a return goes missing on its way to us we may ask for proof of postage or tracking. We cannot refund an item we have not received unless you can show valid proof it was sent.
Return Address
You will be given the right return address once your request is approved. Please do not post anything back before contacting us, as it will slow your refund down. Occasionally we approve a refund without needing the item returned at all.
Questions
Email: support@loreyalabel.com
Phone: +44 20 3769 8664
Contact form: Contact Us
Our customer service is available Monday to Friday, 9:00 am to 5:00 pm. We aim to reply within 1–2 working days.
Business Details
RAS COMMERCE GROUP LTD
8B Oxford Close, London, Greater London, N9 0NB, United Kingdom
Company number: 17127042
