IMPORTANT: During the period of Covid-19 all returns are quarantined for 3-4 days before being handled by Laurella Mama staff who work one at a time in the studio. This is done to keep both customers and our staff safe at all times. This means that the returns process is not as speedy as you could usually expect, we have a strict 'better to be safe than sorry' policy in place, which means we can stay open and running throughout this difficult time.
During this period, Royal Mail are also experiencing some delays with their services. Tracking of your return is therefore strongly advised. We cannot give you an update on the whereabouts of your parcel until it has arrived with us and is removed from quarantine.
Thank you for your kind patience during this time, it's much appreciated and as always, we are doing our best.
Lauren & The Team x
The returns policy lasts 14 days from the day you receive your item/s - please ensure your items have arrived at the returns address by the 14th day. All returned items must be in original packaging and original state, with tags still intact.
Please enclose your returns card within the returned package, or complete a note with the following details:Name
Reason for return
Outcome wished for
Return Address: The Oval Post Office, 2 Wolsey Way, Lincoln, LN2 4SX
As a company we understand that trying on clothes is a must before deciding whether to keep them. We therefore offer an exchange or a refund for any items compliant with the terms and conditions stated above. Once the item is received our end, it will be assessed to ensure it fits with the above policy and if approved, your refunded money will make it's way to you through your original payment method. You will receive an automated email from your payment method company (PayPal or Stripe) to inform you of the processed refund. PayPal will take 5-7 working days for your money to be visible in your account, and Stripe will take 7-10 working days. Automated emails may be sent to your 'Junk Inbox'. Please ensure the returns package is to be signed for or tracked, Laurella Mama is only responsible for items once they have been delivered and received. Laurella Mama cannot give you a tracking update on your parcel until it is in the safe hands of the Laurella Mama Studio staff.
DEFECTIVE OR DAMAGED ITEMS
Stock is carefully checked before dispatch to avoid any damaged/defective items being delivered. However if this unfortunate situation occurs, we will be happy to exchange/replace your item. Please email email@example.com to arrange shipping.
Market night items, jewellery, underwear and face masks/face scarves are non-returnable for hygiene reasons. Socks can be returned but must remain in the complete original packaging.
The shipping cost of all returned items will be your responsibility. If you choose to shop using your PayPal account, PayPal will fund your returns postage, making it a 100% free process for you! This is not a system run by or associated directly with Laurella Mama, but it's a great service offered by PayPal.
Information on the PayPal Refund Scheme:
RETURNS THAT DO NOT ADHERE TO THE RETURN POLICY
Returned parcels that do not adhere to the above policy rules will not be accepted and they will be posted back to the original postage address at the cost of the customer.
IF YOU HAVE ANY QUERIES...
If you have any queries regarding returns, please get in touch...