Refund policy

We hope you love your Laney & Bubble order. If you change your mind, you normally have the right to cancel your order within 14 days of receiving it.

This policy applies to orders delivered within the United Kingdom and to the European Union destinations available at checkout. The additional provisions for EU customers and international returns below form part of this policy.

Your Right to Cancel

You must notify us within 14 days of the day you receive your order if you wish to cancel and return an item. You do not need to provide a reason.

After notifying us, you have a further 14 days to send the item back.

To request a return, email info@laneyandbubble.co.uk with your order number and the item or items you wish to return. We will provide return instructions and the appropriate return address.

Please do not send a return without including information that allows us to identify your order.

Additional Information for EU Customers

EU consumers have a statutory right to withdraw from an eligible online purchase without giving a reason. The cancellation and return rights described above apply, subject to the lawful exceptions in this policy.

For an order containing multiple items delivered separately, the withdrawal period ends 14 days after you, or someone you nominate other than the carrier, receive the last item.

You may also notify us of your decision to cancel before delivery. A clear statement communicating your decision within the applicable period is sufficient; exercising your statutory right does not depend on our prior approval.

Where an online cancellation or return function is available in your customer account or on your order status page, you may also use it to submit your request.

Nothing in this policy limits any mandatory consumer rights that apply in your country of residence.

Condition of Returned Items

You may inspect an item in the same way that you reasonably would in a shop. Please take reasonable care of it while it is in your possession and return it with any tags, accessories and original packaging where reasonably possible.

We may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and function of the item.

Return Postage

For change-of-mind returns, you are responsible for the cost of returning the item. We recommend using a tracked postal service and keeping proof of postage.

If an item is faulty, damaged in transit or sent to you in error, Laney & Bubble will cover the reasonable cost of returning it. Please contact us before sending the item so that we can provide suitable instructions.

International Returns

Returns from outside the United Kingdom will normally need to be sent back to the United Kingdom. Please contact us promptly for the correct return address and any relevant customs instructions before posting your parcel.

For change-of-mind returns, your responsibility for return postage includes the international postage cost. This cost will depend on your location, the parcel and the service you choose.

Please follow the return instructions provided so that your parcel can be correctly identified as returned goods, and include your order number inside the parcel.

These arrangements do not restrict your statutory cancellation rights or your rights where goods are faulty, damaged or not as described.

Items That Cannot Be Returned for Change of Mind

The right to cancel does not apply to goods made to your specifications or clearly personalised for you.

This exception does not affect your rights if a personalised or bespoke item is faulty, damaged or not as described.

Gift cards are non-refundable except where required by law.

Sale items are eligible for return under the same conditions as full-price items unless they fall within one of the lawful exceptions above.

Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives and contact us as soon as possible if an item is faulty, damaged or incorrect. Include your order number and, where helpful, photographs showing the issue.

Goods must be as described, of satisfactory quality and fit for purpose. Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015.

For EU customers, this policy also preserves your rights under applicable EU and national consumer protection laws. Rights relating to faulty or non-conforming goods are separate from, and are not limited to, the 14-day change-of-mind cancellation period.

Exchanges

We do not currently process direct exchanges. The quickest way to obtain a different item is to return the original item and place a new order once your return has been accepted.

Refunds

We will refund eligible returns to the original payment method without undue delay and no later than 14 days after we receive the returned goods or, if earlier, 14 days after you provide evidence that the goods have been sent back.

If you cancel your entire order, we will also refund the cost of our standard outbound delivery service. If you selected a more expensive delivery service, the additional delivery cost is not refundable.

Your bank or payment provider may require additional time to show the refund in your account after we have processed it.

EU Statutory Withdrawal Refunds

For EU consumers exercising their statutory right of withdrawal, the following refund timing rule takes precedence over the general timing wording above: reimbursement will be made without undue delay and within 14 days of being informed of your decision to withdraw.

Unless we have offered to collect the goods, we may withhold reimbursement until we receive the returned goods or you provide evidence that they have been sent back, whichever happens first. If reimbursement has been withheld on this basis, we will process it without undue delay once that condition is met.

For international orders, any refundable standard outbound delivery charge is based on the least expensive standard delivery option offered for your destination when you placed the order.

International Orders, Taxes and Duties

For international orders where Global-e is identified as the seller at checkout, the Global-e terms presented during checkout also apply. You can continue to contact Laney & Bubble for return and refund assistance, and we will coordinate with the relevant provider where necessary.

Any refund of VAT, import taxes or customs duties will be handled in accordance with applicable law and the arrangements for the original transaction. We will provide a breakdown of the amounts refunded and will not exclude any amount that you are legally entitled to recover.

Nothing in these international arrangements limits your statutory consumer rights.