Return & Refund
At Lucy & Arthur London, customer satisfaction is extremely important to us. If for any reason you are not completely satisfied with your purchase, we are here to help. Please carefully read our return policy below.
Return Conditions
To be eligible for a return, the following conditions must be met:
- Items may only be returned after they have been physically delivered to the customer.
- Return shipping costs are the responsibility of the customer, including any international shipping or customs fees if applicable.
- Products must be returned in their original condition: unused, unwashed, undamaged, and with all original tags and packaging intact.
- Trying on items is permitted, but worn items cannot be returned.
- Orders placed in multiple sizes with the intention of partially returning items may not be eligible for a refund.
We reserve the right to refuse returns that do not meet these conditions.
How to Request a Return
To initiate a return, please follow these steps:
Step 1 — Contact Us
Please contact our support team within 14 days of receiving your order at:
Include:
- Your order number
- Full name
- Reason for return
Step 2 — Return Instructions
Once your request has been approved, you will receive detailed return instructions and the appropriate return address.
Please do not return items without contacting us first.
Step 3 — Ship the Item
Customers are responsible for arranging and covering the cost of return shipping.
We strongly recommend using a tracked shipping method, as we are not responsible for lost return shipments.
Refunds
Once your returned item has been received and inspected, we will notify you regarding the approval of your refund.
If approved:
- Your refund will be processed to the original payment method
- Refunds are typically issued within 14 business days after receiving and approving the returned item
Please note that processing times may vary depending on your payment provider or bank.
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with clear photos of the issue so we can assist you as quickly as possible.
Order & Shipping Responsibility
- Customers are responsible for providing the correct shipping address at checkout
- We are not responsible for orders delivered to an incorrect address entered by the customer
- Address changes must be requested within 24 hours after placing the order
Once an order has been processed or shipped, changes may no longer be possible.
Contact Information
If you have any questions regarding returns or refunds, please contact us:
Lucy & Arthur London
Email: info@lucyarthurlondon.com
Customer Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)