Overview

Returns

Our returns policy lasts 30 days. If more than 30 days have passed since your purchase, we may be unable to offer a return or exchange unless the item is faulty or you have other rights under UK consumer law.

To be eligible for a return, items must be unused, in the same condition in which you received them and, where applicable, in their original packaging.

We may ask you to provide your receipt, order confirmation or other proof of purchase.

Books & Bookish Gifts

Books and bookish gifts may be returned in accordance with this policy provided they are unused and in a resaleable condition.

We may refuse or reduce a refund where an item has been used, damaged, has missing parts or is otherwise no longer in its original condition for reasons that are not due to an error by Loubie’s.

This does not affect your rights where an item is faulty, damaged or not as described.

Food & Hampers

Perishable food products are not eligible for change-of-mind returns.

If food contained within a hamper is damaged, faulty, incorrect or not as described, please contact us as soon as possible so that we can resolve the issue.

Where a hamper contains both food and non-food products, different return rights may apply to the individual items within the hamper.

Non-Returnable Items

Certain items cannot normally be returned, including:

• Perishable food products
• Gift cards
• Personalised or made-to-order products
• Digital or downloadable products, where applicable
• Event tickets, subject to the event ticket terms below

This does not affect your statutory rights where goods are faulty, damaged, incorrectly supplied or not as described.

Refunds

Once we receive and inspect your return, we will let you know whether your refund has been approved.

Approved refunds will normally be returned to the original payment method. The time taken for the funds to appear in your account may depend on your bank or payment provider.

Late or missing refunds

If we have confirmed that a refund has been processed but you have not received it, please allow time for your bank or payment provider to process the transaction.

If the refund still has not appeared after the expected processing period, please contact us at loubies87@gmail.com and we will be happy to check this for you.

Sale items

Sale or reduced-price items may still be returned where you have a legal right to do so.

Any item that is faulty, damaged or not as described remains subject to your statutory rights regardless of whether it was purchased at full price or at a reduced price

Exchanges

If an item is faulty, damaged or incorrect, please contact us and we will arrange an appropriate resolution, which may include a replacement, exchange or refund depending on the circumstances and availability.

Gifts

Where an item was purchased as a gift, any refund will normally be made to the original payment method used to make the purchase.

Shipping returns

Please contact us before returning an item so that we can provide the appropriate return instructions.

For change-of-mind returns, you will normally be responsible for the cost of returning the item to us.

We recommend obtaining proof of postage and, for higher-value items, using a tracked service. We cannot accept responsibility for returned parcels until they have been received by us.

Where an item is faulty, damaged, incorrect or not as described, your statutory rights regarding return costs will apply.

Event Tickets

All tickets purchased for events at Loubie’s are non-refundable once booked, except where the event is cancelled by Loubie’s or where you are otherwise legally entitled to a refund.

Event tickets are also non-transferable. Once a booking has been made, the ticket cannot be transferred into another person’s name, resold or reassigned to another attendee.

Please check the event date, time and attendee details carefully before completing your booking.

Failure to attend an event does not entitle you to a refund, credit or transfer to another event.

If Loubie’s cancels an event, we will contact affected customers and provide a refund or other appropriate resolution.

Faulty or Damaged Goods

If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible.

Your rights in relation to faulty goods are protected by UK consumer law and are not limited by our 30-day returns policy.

Online Orders & Cancellation Rights

For eligible goods purchased online, you may have a legal right to cancel your order within 14 days of receiving it without giving a reason.

Certain products are excluded from this right, including some perishable, personalised or digital products.

If you exercise your right to cancel, you will then normally have a further 14 days to return the goods.

These rights are separate from Loubie’s 30-day returns policy and do not affect your statutory rights.

Need help?

If you have any questions about a return, refund, exchange or event booking, please contact Loubie’s using the contact details provided on our website.

Nothing in this Refund & Returns Policy affects your statutory rights.