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Lewis of London

RETURN POLICY

We hope that you are delighted with your order, but if for some reason you are not we have set out below a summary of your rights in the event that you wish to return a product. Full details in relation to such rights can be found in our general Terms and Conditions for Product Sales which you can access by clicking here.

Please note that if you made your purchase through a partnered retail location, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us.

The Returns Process

Step One - Completing the Necessary Documentation

In order to return your online order to us, please print and complete our Returns Note which can be found here. Please enclose the note with your parcel and return to:

Lewis of London

Oaklands, 
Station road
Chobham
Surrey
GU248AZ

Products purchased between 1st of November 2019 and 24th of December 2019 with a valid receipt can be returned or exchanged up to January 31st 2020.

Step Two - Returning the Product

Please note that a full refund will not be provided for returned goods that show signs of unreasonable use. Goods must be returned to us within 28 working days of delivery to you or you notifying us of cancellation. Please ensure that the returned parcel is properly sealed.
However you return your parcel, please retain your proof of postage in order to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.

Step Three - Processing the Refund

If you have chosen a refund, we will process the calculated refund within thirty (30) days of receiving your returned goods provided that you have returned the goods to us in their original condition within 28 working days from delivery. You will receive email notification of your refund from our Customer Service Team.

If you have requested an exchange or replacement when contacting the Customer Services Team, this will be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery.

If you have any questions about returns, please contact us by email returns@lewislondon.co.uk

Your cancellation rights

As you are a consumer and have made an order on-line you may, in accordance with the Consumer Contracts Regulations 2013, cancel your order and obtain a refund (or exchange) within 28 working days from delivery.
Unless the goods are faulty, you will be required to arrange and pay for the cost of returning them to us. Please ensure you obtain a proof of postage when you do so (in case you need to show you have returned the goods, in the unlikely event that we do not receive the returned parcel). Customers wishing to return fragrance items should have regard to any labelling and packaging guidelines produced by Royal Mail or any other courier that is used.
If you require a refund we will refund the price paid by you for the goods (including the initial standard delivery charge, but not the additional cost of any premium delivery option that was chosen) within twenty eight (28) days of receiving your returned goods, provided that you have returned the goods to us within 28 working days of delivery to you or your notifying us of cancellation.
Refunds will only be made against the original credit/debit card used.
We will not provide a full refund if the goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.
Your right to return goods does not apply to goods (i) made to your specification or (ii) which have been clearly personalised (eg by being engraved) or (iii) which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly or (iv) where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.
Your rights if there is a problem with a product

In addition to the rights described above (and in accordance with your rights under the Consumer Rights Act 2015), if the goods you receive are damaged or faulty, or not what you originally ordered we will be happy to exchange the items or offer you a refund.

Please notify us as soon as possible by emailing our Customer Service Team returns@lewislondon.co.uk

To ensure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection.

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