Returns & Refunds
If there’s a problem with your order, we’re here to help. Contact customerservice@loveempire.uk with your order number and details of your enquiry.
This policy applies to purchases made through loveempire.uk. For purchases made in one of our physical shops, please contact that shop about its return arrangements.
Nothing in this policy affects your statutory consumer rights.
Cancelling Before Dispatch
If you wish to cancel an order, email us as soon as possible. We will try to stop it before we dispatch it.
If your order has already been sent, you can still exercise any applicable cancellation rights using the process below.
Changing Your Mind
For eligible online purchases, you have 14 days from the day after receiving your goods to tell us you wish to cancel. You do not need to give a reason.
Once you notify us, you have a further 14 days to return the goods.
You are responsible for the direct cost of returning unwanted items. Please contact us for safe return instructions, as carrier restrictions may apply to these products.
Product Condition
Please keep unwanted products unopened and unused wherever possible, and retain their packaging.
You may inspect goods as you reasonably would in a shop. If handling goes beyond what is necessary to establish their nature, characteristics and functioning, we may deduct the resulting loss in value from your refund where the law permits.
Opening a bottle or using its contents may reduce its value. A broken seal does not automatically remove your statutory rights.
Any legal exception to change-of-mind cancellation applies only where its conditions are met and it was explained before purchase.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, contains the wrong item or has a fault, please contact us promptly.
Include:
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Your order number or other proof of purchase.
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The product concerned.
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A description of the issue.
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Photographs, where helpful and safe to take.
Do not use a leaking or damaged product. Contact us before attempting to return it.
Goods must be of satisfactory quality, fit for purpose and as described. Where these requirements are not met, you may be entitled to a refund, replacement or another remedy under consumer law.
You generally have a 30-day short-term right to reject faulty goods, although shorter periods can apply to goods reasonably expected to perish sooner. Other rights may continue after this period.
We will cover reasonable return costs where goods are faulty, damaged on arrival or incorrectly supplied.
How to Return an Item
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Email customerservice@loveempire.uk to notify us of your cancellation or explain the problem.
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Contact us for the appropriate return method and packaging instructions.
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Include your order number and name inside the parcel.
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Keep proof of sending and any tracking details until we resolve the return.
Contacting us for instructions does not mean you need our permission to exercise a statutory cancellation right.
Returns address:
14 Bourne Road, Bexley, Kent DA5 1LU
Please do not send products to our registered office or a physical shop unless we confirm that it is the appropriate return location.
Safe Return Shipping
Some products may be subject to restrictions because of their contents. Do not assume that a standard postal service accepts them.
Never post a leaking bottle or send a product through a carrier that prohibits it. Our team will help you identify an appropriate return arrangement.
Refunds
For a valid change-of-mind cancellation, we will refund the returned goods and, where the whole order is cancelled, the cost of our least expensive standard outbound delivery option.
If you chose a more expensive delivery service, we will not refund the additional upgrade cost.
We may withhold the refund until we receive the goods or evidence that you have sent them back, whichever happens first. We will then issue the refund within 14 days.
Refunds are made to the original payment method unless you expressly agree otherwise. We do not charge a refund processing fee. Your payment provider may take additional time to display the refund.
We will handle refunds for faulty goods within the deadlines required by law.
Missing or Undelivered Orders
If your parcel has not arrived, contact us with your order number so we can investigate with the delivery provider.
If a parcel is returned to us after an unsuccessful delivery, we will contact you to discuss redelivery or cancellation. Any proposed charges will be explained and will not override your statutory rights.
Exchanges
If you would prefer a different product, contact us to discuss the available options. Any agreed exchange is subject to stock availability.
Contact Us
For help with a return, refund or order issue, email: customerservice@loveempire.uk