Refund policy
We want you to be happy with what you've bought. This policy explains when you can send something back, who pays for postage, and how quickly you'll get your money.
To start any return, email us at Sales@lichsloom.co.uk before sending anything back. Please include your order number and a photo if the item is damaged or incorrect. We'll confirm your return and tell you where to send it.
Faulty, damaged, or wrong item? No charge to you
If an item arrives damaged, is defective, or isn't what you ordered, you pay nothing.
Contact us within 30 days of delivery and we'll cover return postage, and either replace the item at our cost or refund you in full, including the postage you originally paid. You choose which.
Please check your order when it arrives and let us know as soon as you spot a problem. A photo of the damage or the incorrect item helps us sort it out quickly.
This doesn't affect your legal rights if a fault appears later on.
Changed your mind; 14-day cancellation right
You have 14 days from the day you receive your order to cancel it, for any reason, without giving a reason. You then have a further 14 days to send the goods back to us.
If you cancel within this window:
- We refund the full price of the item, plus the standard delivery charge you paid. If you chose an upgraded delivery service, we refund the standard rate.
- You pay for return postage.
- No restocking fee applies.
You're welcome to inspect an item as you would in a shop. If you handle it beyond what's needed to check it, and that reduces its value, we may deduct an amount reflecting the loss.
To cancel, email Sales@lichsloom.co.uk within the 14 days. Telling us within the deadline is what matters; the goods can follow.
Changed your mind; days 15 to 30
Beyond the 14-day cancellation period we still accept returns for a further 16 days, up to 30 days from delivery. This is our own policy rather than a legal requirement, so different terms apply:
- The item must be unused and unworn, with tags attached and in its original packaging.
- You pay for return postage.
- A 10% restocking fee is deducted from your refund.
- Original delivery charges are not refunded.
Ordered the wrong size
If the item is fine but the size isn't right, this counts as changing your mind, and the terms above apply depending on when you contact us.
The simplest route is to return the item for a refund and place a new order for the size you want. Within the first 14 days that means you pay return postage and the delivery charge on your new order. After 14 days, the 10% restocking fee also applies.
We don't run a direct swap service. A return and a fresh order is faster and you'll get the right size sooner.
Sale and discounted items can be returned on the same terms as everything else. Nothing on this list affects your rights if an item turns out to be faulty, damaged, or not what you ordered.
Refunds
Once we've received and inspected your return, we'll email to confirm whether it's been approved.
Approved refunds go back to your original payment method within 14 days of us receiving the goods, and usually much sooner. Your bank or card provider may take a few more days to show the money in your account.
If more than 14 days have passed since we confirmed your refund and you still haven't received it, email Sales@lichsloom.co.uk and we'll chase it.
Questions
Email Sales@lichsloom.co.uk with your order number and we'll help.