Returns and Refunds UK Online Shop
We hope you're happy with your LLJ Creations order. Our returns and refunds UK online shop policy explains what to do if something isn't quite right. If something isn't quite right, the information below explains your return and cancellation rights and what to do if you need to contact us.
If you change your mind about an eligible item, please contact us within 14 days of receiving your order to let us know that you wish to cancel. You then have a further 14 days to return the item to us.
Returned items must be unused and, where applicable, unopened and in their original condition. Unless the item is faulty, damaged or incorrect, you will normally be responsible for the cost of returning it to us.
Returns and Refunds UK Online Shop – Changed Your Mind?
Personalised & Made-to-Order Items
Products that are made to your individual specifications or clearly personalised for you, such as items featuring your chosen name, wording or custom design, cannot normally be cancelled or returned simply because you have changed your mind.
Standard products that are prepared or made after an order is placed, but are not personalised or made to your individual specifications, remain subject to the applicable cancellation rights outlined above.
This does not affect your statutory rights if an item is faulty, damaged, incorrect or not as described, or if we have made an error with your order. Please contact us and we will be happy to help.
Bath, Body & Cosmetic Products
For hygiene and safety reasons, bath, body and cosmetic products supplied with a hygiene seal cannot be returned under the change-of-mind cancellation policy once that seal has been broken after delivery.
Unused products with intact hygiene seals, where applicable, may be returned in accordance with the cancellation rights outlined above.
This does not affect your statutory rights if a product is faulty, damaged, incorrect or not as described. Please contact us if there is a problem with your order.
If your order arrives faulty, damaged or incorrect, please contact us as soon as possible at sales@lljcreations.com, including your order number and clear photographs where appropriate.
We will review the issue and arrange an appropriate solution, which may include a replacement, refund or other remedy as applicable. Your statutory rights are not affected.
Faulty, Damaged or Incorrect Items
For eligible returns, we will process refunds in accordance with your statutory consumer rights and the timescales outlined below. Where an item is reported as faulty, damaged or incorrect, we may need to assess the issue before determining the appropriate remedy.
For cancellations under your statutory 14-day cancellation rights, refunds will be issued within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.
If no goods have been supplied, we will refund you within 14 days of being informed of your cancellation.
Refunds will be made using your original payment method, unless otherwise agreed. Your bank or payment provider may take additional time to make the funds available.
Where required by law, we will also refund the original standard delivery charge. Additional costs for choosing a more expensive delivery option will not normally be refunded.
These arrangements do not affect your statutory rights regarding faulty, damaged or incorrectly supplied goods.
Refunds
How to Make a Return
Before returning an item, please contact us at sales@lljcreations.com with your order number and the reason for your return.
We will provide you with the information needed to return your item. Please do not send items back without contacting us first.
Unless the item is faulty, damaged or incorrect, you will normally be responsible for the cost of returning it. We recommend obtaining proof of postage when sending a return.