Refund policy

REFUND AND RETURNS POLICY

This policy applies to purchases from LALALA FASHION LTD, trading as Lalala Fashion. It explains the arrangements for cancellations, returns, exchanges and refunds, including the specific provisions applicable to personalised embroidery.

1. STANDARD ITEMS — YOUR RIGHT TO CANCEL

For eligible non-personalised items purchased online, you may cancel your order without giving a reason by notifying us within 14 calendar days beginning the day after delivery. Where goods from a single order are delivered separately, the period generally begins the day after the final item is received. You may also notify us of cancellation before delivery.

After notifying us, you must send the goods back without undue delay and within a further 14 calendar days. The personalised-item provisions below apply separately and do not remove cancellation rights for eligible standard items included in the same order.

2. REQUESTING AND ARRANGING A RETURN

Please email contact@lalalafashion.co.uk with your order number, the items concerned and a clear statement that you wish to cancel or return them. An order confirmation or other reasonable evidence of purchase will help us identify the transaction; an original paper receipt is not essential.

We will provide return instructions and confirm the appropriate return address and label arrangements. Please contact us before posting goods so that we can help route your return correctly. Your statutory right to cancel does not depend on receiving our prior approval or using a particular form.

We provide a free return shipping label for eligible change-of-mind returns. Please contact us to obtain your label and return instructions. If you prefer to arrange a different return service yourself, contact us first to agree whether we will reimburse that cost; this does not affect any return costs we are legally required to cover.

Where goods are faulty, damaged on delivery, not as described or incorrectly supplied by us, we will meet reasonable return costs as required by law. Please retain evidence of posting.

3. CONDITION OF RETURNED ITEMS

You may examine and handle goods to establish their nature, characteristics and function, as you reasonably would in a shop. Please take reasonable care of them and return tags, accessories and original packaging where available. Missing packaging does not automatically remove your statutory rights.

For a change-of-mind cancellation, we may make a lawful deduction reflecting diminished value caused by handling beyond what is necessary to inspect the goods. We do not impose a restocking fee for exercising a statutory cancellation right. These provisions do not restrict remedies for faulty or incorrectly supplied goods.

4. PERSONALISED EMBROIDERY

Products embroidered with initials, names or other text selected by you are made to your specifications. Once a personalised item has been dispatched, we do not accept change-of-mind returns or exchanges, or provide change-of-mind refunds for the item or its associated embroidery charge.

Please verify all personalisation details before ordering, including the text, spelling, initials, font, size and thread colour. Where we have correctly followed your instructions, a mistake in the details supplied by you does not, in itself, qualify the item for a change-of-mind refund or exchange.

If you wish to amend or cancel a personalised order before dispatch, contact us promptly at contact@lalalafashion.co.uk. We will review the production and dispatch status and confirm whether your request can be accommodated.

These restrictions do not apply so as to exclude your statutory rights if an item is faulty, damaged on delivery, not as described or incorrectly personalised by us. Your rights are not limited to defects identified on arrival.

5. GIFT WRAPPING

Selecting gift wrapping alone does not make an otherwise standard product personalised and does not remove your right to return that product where a statutory cancellation right applies.

Any refund of the gift-wrapping charge will be determined in accordance with applicable cancellation rights, including any requirements concerning your express request for the service to begin. We will not automatically treat all gift-wrapping charges as non-refundable.

6. FAULTY, DAMAGED OR INCORRECT ITEMS

Please inspect your order on receipt and contact us promptly if there is a problem. Include your order number, a description of the issue and photographs where reasonably possible. A failure to report an issue immediately does not, by itself, remove your statutory rights.

We will assess the issue and provide the remedy to which you are legally entitled, which may include a refund, repair or replacement depending on the circumstances. These rights apply to standard items, personalised items and items purchased in a sale, and may continue beyond the ordinary change-of-mind return period.

7. SALE ITEMS AND GIFT CARDS

Eligible sale items carry the same statutory cancellation and faulty-goods rights as full-price items. A discount does not, by itself, make an item non-returnable.

Gift cards are not ordinarily exchangeable for cash. However, this does not exclude any statutory right to cancel their purchase or obtain a refund. Please contact us about an unused gift card so that we can assess the request under the applicable rules.

8. EXCHANGES

For eligible standard items, the simplest way to obtain a different item is to arrange a return and place a separate order for the replacement you require, subject to availability. This process does not affect any statutory right to a replacement for faulty goods. Change-of-mind exchanges are not available for personalised items after dispatch.

9. REFUNDS

For statutory change-of-mind cancellations involving returned goods, we will reimburse you without undue delay and no later than 14 calendar days after receiving the goods back or, if earlier, receiving evidence that you have sent them back. Where we have offered to collect the goods, the applicable statutory refund deadline will apply instead; collection will not be used to delay reimbursement unlawfully.

Where you validly cancel an entire eligible order, the refund includes the cost of our least expensive standard delivery option. Any additional amount paid for an upgraded delivery service need not be refunded. For a partial return, we will assess any delivery refund required by law.

For faulty, damaged, incorrectly supplied or incorrectly personalised goods where a refund is due, we will issue the refund without undue delay after confirming that you are entitled to it, in accordance with applicable consumer law. 

Refunds will be made using the original payment method unless you expressly agree otherwise, without a refund processing fee. Your payment provider may take additional time to display the credit. Please contact us if an expected refund has not appeared.

10. CUSTOMERS OUTSIDE THE UK

Where we accept an order for delivery outside the UK, this policy does not exclude mandatory consumer protections applicable to that transaction. Any applicable cooling-off right remains subject to lawful exceptions, including the exception for genuinely personalised goods.

11. CONTACT AND OPTIONAL CANCELLATION FORM

Please direct return enquiries and cancellation notices to contact@lalalafashion.co.uk.

Business: LALALA FASHION LTD, trading as Lalala Fashion
Company number: 09734633
Registered office: 1st Floor, 142d Cheetham Hill Road, Manchester, England, M8 8PZ

The registered office is provided for business identification and correspondence. Please obtain return instructions before sending a parcel, as the appropriate returns address may differ.

You may use the following form to exercise an applicable cancellation right, but it is not compulsory:

To: LALALA FASHION LTD, at the registered office or email address above.
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Description of goods:
Order number, if available:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if this form is sent on paper:
Date:
Delete wording that does not apply.

Nothing in this policy excludes or limits your statutory consumer rights.