Returns & refunds
Last updated: 22 September 2026
30-day returns
You have 30 days from the day you receive your order to return it for any reason. Items must be unused, in the same condition you received them, and in their original packaging. This includes, and goes beyond, the 14-day right of withdrawal you have in the UK and EU.
How to start a return
Email us at loyalora10@gmail.com with your order number and the item(s) you'd like to return. We'll reply with the return address and instructions.
Important: please don't send items back to the address on the parcel. That's a shipping warehouse, and returns sent there can't be processed and may be lost.
Return shipping costs
- Changed your mind: you pay the cost of sending the item back. We recommend a tracked service, as we can't refund items we don't receive.
- Faulty, damaged or wrong item: we cover all costs.
Damaged, faulty or wrong items
Please contact us as soon as possible (ideally within 7 days of delivery) with your order number and photos of the problem. We'll send a free replacement or give you a full refund, and in most cases you won't need to send the item back. Your legal rights for faulty goods are not affected by this policy.
Items we can't accept back
For hygiene reasons, sealed personal-care items can't be returned once they've been opened, unless they're faulty.
Refunds
Once we receive and check your return, we'll email you to confirm. Approved refunds are made to your original payment method within 14 days, including your original standard delivery cost. Your bank may take a few extra business days to show it.
Exchanges
The fastest way to get a different item is to return the one you have and place a new order.
Cancellations
You can cancel your order free of charge within 12 hours of ordering, before it's processed. After that, please use the return process above.
Contact
Questions about a return or refund? Email us at loyalora10@gmail.com or use our contact page.