Returns
If for any reason you change your mind, we are happy to offer a refund on all goods returned to us within 14 days of order provided they are in their original condition, unopened, unused and in the original packaging. Due to hygiene reasons, we cannot offer a refund or exchange on any product which has been used. Postage is non-refundable.
To start a return, you can contact us at hello@lavender-flame.co.uk If your return is accepted, we’ll send you the instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@lavender-flame.co.uk
Unfortunately, we cannot accept returns on sale items.
Damages and issues
If you have an issue with your order, please email hello@lavender-flame.co.uk within 48 hours of receiving goods quoting your order number.
Occasionally products can get damaged in transit. If this occurs, please email us with a photograph of the damage so that we can arrange a replacement.
Compensation policy for damage and loss.
Claims for damage and loss must be made within 80 calendar days of the date of posting, or no claim will be entertained. We have no legal liability for any loss if at the time of the claim 80 days has expired from the date of posting. We advise customers to claim as soon as possible after an event has occurred to enable enquiries to be made promptly.
Unfortunately, Royal Mail themselves do state that on rare occasions it can take up to 10 working days to deliver parcels due to delays in the postal system. Despite this being completely outside our control we understand that through experience, once items are delayed, they do turn up after a couple of days.
As such, our general policy is to wait until the full 10 working days have elapsed before taking further action in the way of sending a replacement or refund, as in most cases, the parcel does arrive in this time frame.
Apologies for the inconvenience and please let us know if you have any other concerns.
If you haven’t received your order within 10 working days of shipping, send us an email to hello@lavender-flame.co.uk
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.