Refund Policy
Last updated: September 10, 2026
We want you and your Lorelia to love the Lorelia. If something isn't right, here's how we'll make it right.
30-day returns
You have 30 days from the date of delivery to request a return. To be eligible:
- The product must be unused, in its original packaging, and in the same condition you received it. Trying it on for size is fine; a product that has been used is not.
- You must have your order number or proof of purchase.
- Items marked "final sale" are not returnable.
How to start a return
Email hello@lorelia.co with your order number and the reason for the return. We'll reply within 24 hours (Monday to Friday) with next steps and the return address.
Please don't send anything back before contacting us. Unauthorised returns may not be accepted.
Damaged, defective, or wrong items
If your Lorelia arrives damaged, defective, or isn't what you ordered, email hello@lorelia.co within 7 days of delivery with:
- Your order number
- A photo of the item
- A brief description of the problem
We'll arrange a free replacement or a full refund, your choice. No return shipping is required for damage or defects.
Refunds
Once we approve your return, the refund is issued to your original payment method within 5 to 10 business days. Depending on your bank or card issuer, it may take a few extra days to appear on your statement.
Return shipping
For change-of-mind returns, you are responsible for the cost of return shipping. We recommend a tracked service, as we can't refund items that are lost on the way back to us.
Late or missing refunds
If your refund hasn't arrived after 10 business days, first check with your bank or card issuer. If it's still missing, contact us at hello@lorelia.co and we'll trace it.
Cancellations
Orders can be cancelled within 2 hours of placement for a full refund. After that, orders enter fulfilment and can't be cancelled, but you can return them under the 30-day policy once delivered.
This policy is governed by the laws of England and Wales and does not affect your statutory rights as a consumer.