HAS MY ORDER BEEN SHIPPED?
The Standard delivery will always be shipped the next working day unless you order an item on pre-order. Please note if you order on the weekend, this will be despatched on Monday, except during UK holidays when it will be despatched the following Tuesday.
For express delivery, we aim to deliver within 1-2 working days, for Standard delivery please allow up to 7 working days. Once your order has been shipped you will receive an email advising this.
For next day delivery, your item will be shipped the same day this service is available Monday to Saturday and there is a separate Sunday delivery option available for Saturdays orders.
WHAT TIME CAN I EXPECT MY DELIVERY?
Our couriers should deliver orders between 08:00 - 21:00, however on rare occasions they can deliver outside these hours.
CAN I AMEND MY ORDER?
If you have made an error with your order please email us at firstname.lastname@example.org and one of our advisors will assist.
WHAT IS YOUR RETURNS POLICY?
If you have changed your mind we are happy to refund your order, providing:
- Item(s) are returned within 14 days from the date you receive your order.
For full returns details, please visit our returns page here.
HOW DO I RETURN MY ORDER?
Returns are free and easy for UK customers:
- Re-pack your item(s) in the original packaging with labels and tags still attached
- Securely attach your easy-peel returns label to your parcel, making sure to cover the original delivery label.
- Take to the Post Office and let us do the rest.
Alternatively, you can return items via your own method to the address below:
Lavand Stories, Returns Department, PO Box 53192, London, UK, E18 9DN
We will email to confirm we have processed your refund. If you do not see this email please check your junk folder.
CAN I EXCHANGE MY ORDER?
Exchanges will be processed within 7 working days of being received. We will contact you if your item is not available for an exchange.
Please note we can only process UK exchanges, International exchanges will be processed as a refund.
ONE OF MY ITEMS IS ON PRE-ORDER, WILL MY ORDER STILL BE SHIPPED?
Your whole order will only be shipped once your pre-ordered item comes into stock.
WHAT DO I DO IF MY ORDER IS FAULTY OR WRONG?
If you have any issue with your order please contact email@example.com with your full name, order number and item details. We aim to respond within 48 hours of your email.
WHAT HAPPENS IF MY ORDER IS LOST, CAN I RECEIVE A REFUND?
In the unlikely event that you do not receive your order, we will process an investigation with the courier. Please note depending on the courier, it can take up to 14 working days for this to be investigated.
HAVE YOU RECEIVED MY RETURN?
At present we do not notify customers when we receive their return, you can use your postage receipt to track your order. We advise to allow up to 7 working days for a refund to be processed, once we process this we will send a confirmation email.
WHY IS MY CODE NOT APPLYING TO EVERY ITEM WITHIN THE PROMOTION?
Please note that sale items, markdown items, outlet items and lucky dip products are excluded from all promotional discounts unless explicitly included. Please note that all of our delivery promotions have a minimum spend of £50.
I FORGOT TO PUT MY DISCOUNT CODE IN, WHAT CAN I DO?
Once you've placed your order, it is not possible to re-add discount codes, as our warehouse team will have already started processing your order.