Refund policy
Returns and refunds
We hope you love your Lucy Cobb order. If something is not right, please follow the instructions below.
Changing your mind
You can tell us that you want to cancel and return an online order within 14 days of receiving it. After telling us, you then have another 14 days to send the item back.
To start a return, use the return option in your Lucy Cobb customer account or contact us at enquiries@lucycobb.com. Please include your order number and the item you want to return.
Before sending your return
- Items should be unworn, in a resaleable condition and have their original tags or labels attached.
- Please take reasonable care when trying items on. Shoes should be tried on indoors on a clean, carpeted surface.
- Where possible, use the original packaging. Our mailing bags can be reused by turning them inside out.
- Include your invoice if you have it. If you do not, include a note with your name and order number so we can identify the return.
- For hygiene reasons, earrings cannot be returned after their sealed packaging has been opened unless they are faulty.
Handling an item as you would in a shop does not affect your cancellation rights. If an item has been used or handled beyond what is reasonably necessary to inspect it, any lawful reduction in value will be considered individually. Your statutory rights are not affected.
Return postage
For a change-of-mind return, you are responsible for arranging and paying for the return postage.
The return-address label enclosed with your parcel is not a prepaid postage label. Attach it securely to the outside of your parcel, then purchase your chosen delivery service at a Post Office, parcel shop or from another courier.
We strongly recommend using a tracked service and keeping your proof of posting until your refund is complete. You are responsible for the parcel until it reaches us.
Send returns to:
Lucy Cobb Limited
Unit 19
Saddleworth Business Centre
Delph
OL3 5DF
United Kingdom
Faulty, incorrect or misdescribed items
If an item is faulty, incorrect or not as described, please contact us before sending it back. Do not purchase return postage unless we ask you to. We will review the problem and provide the appropriate free-return or other remedy instructions.
Email enquiries@lucycobb.com or call 01457 875 975 with your order number and details of the problem.
This section does not limit your statutory rights.
Exchanges
To make sure another size or item does not sell out, we recommend placing a new order and returning the unwanted item for a refund. International returns are refund-only.
Refunds
We aim to inspect and process returns on the working day they arrive. Once approved, the refund will be sent to the original payment method. Your bank or payment provider may take additional time to show the refund in your account.
In all cases, eligible refunds will be made within the applicable statutory deadline. For an eligible cancellation of a complete online order, we will also refund the cost of our least expensive standard outbound delivery option. Any additional amount paid for an upgraded delivery service is not refundable. Original delivery charges are not normally refunded when only part of an order is returned.
We may wait until we receive the returned item, or evidence that it has been sent where applicable, before issuing the refund.
Need help?
Email enquiries@lucycobb.com or call 01457 875 975.