1. Your Right to Return (UK and EU Customers)

If you purchase from us online, you have the legal right to cancel your order and return items for any reason within 14 days from the day you receive your goods. This is your statutory ‘cooling-off period’ under UK and EU distance-selling regulations.

You do not need to give a reason. Simply notify us within 14 days, then return the items within a further 14 days.

We will refund the cost of the goods and the basic delivery charge within 14 days of receiving the returned items.

Example:
If your order is delivered on 1 January, you must notify us by 15 January and return the goods by 29 January.

2. How to Return an Item

To begin a return, please:

Contact us via our email lola.n.mable@gmail.com. Subject line "RETURNS"

Pack the product in its original condition, including any tags, cards or accessories.

Send the item back to us using tracked postage. We recommend obtaining proof of postage.

You are generally responsible for return postage costs unless stated otherwise at the time of purchase.

3. When Returns Do Not Apply (Exceptions)

The legal right to cancel does not apply to the following products:

• Personalised or made-to-order items, including custom cards or bespoke products.
• Hygiene-sealed items that have been unsealed after delivery.
• Perishable goods, if applicable.
• Digital downloads once downloading or streaming has begun.

For these items, we can only offer a return or refund if the product is faulty or not as described.

4. Faulty, Damaged or Incorrect Items

If your order arrives damaged, incorrect, or does not work as it should, please contact us within 30 days of delivery.

We will arrange a replacement or issue a full refund, including original delivery costs, at no additional charge to you.

This is in addition to your statutory rights under the UK Consumer Rights Act and applicable EU consumer protections.

5. Condition of Returns

To be eligible for a refund, items must be returned unused and in their original condition. Please include all original packaging, cards and any free gifts.

We may deduct a reasonable amount from your refund if the item has been returned in a condition that is not due to a defect.

6. How and When You Will Be Refunded

Refunds will be issued to your original payment method within 14 days of receiving your returned goods or receiving evidence that they have been posted.

You will receive a confirmation email once your refund has been processed.

7. Gifts and Exchanges

If your order was purchased as a gift, we can issue a refund to the original purchaser or offer store credit to the recipient. Please let us know your preference.

If you would like an exchange, please return the original item and place a new order. We will refund the original item once it has been received.

8. Additional Notes

If we fail to inform you of your legal cancellation rights, your cancellation period may be extended by up to 12 months.

These statutory rights are separate from any additional returns or goodwill gestures we may offer.

Thank you for being part of the Lola & Mable community and helping us spread kindness, one note at a time.