Returns and Refund Policy
If you have an issue with your delivery, wish to return a product or report a damaged product please call 01992 747 900 or email us at firstname.lastname@example.org so that we can discuss this with you. We want to ensure you are 100% happy with your purchases.
14-Day Guarantee for UK orders: If you decide you don’t want an item* in your order you can return it to us within 14 days in the condition in which it arrived, and we will issue you a full refund for the item. *The exception to this is any of our mugs, Eco Mug, water bottles and discounted products, which are non-returnable. Unfortunately, any items which have a broken seal, or have been opened or used, are NOT eligible for return or refund.
Please note that you will be responsible for the cost of returning the item if it is not faulty. Your bank may take a couple of days to recredit your card, due to their systems and this is out of our control.
If you paid using a Lucy Bee Gift Card, any refund will be credited to this in the first instance.
This does not affect your statutory rights.
Orders outside the UK are non-returnable.
Damaged products: We try very hard to deliver your items to you in perfect condition.
FOR UK** CUSTOMERS: if you receive an item that is damaged or faulty then we will issue a replacement product free of charge.
**Please note that if an item is received damaged or faulty for orders to the these postcodes and N.Ireland, the highlands and islands, we will refund only and NOT replace.
FOR CUSTOMERS OUTSIDE THE UK: if you receive an item that is damaged or faulty, we will refund you for the full value of the item.
Undelivered Parcels - we reserve the right to retain your payment to cover costs incurred by Lucy Bee
If the courier returns your parcel to us, having made several failed attempts to deliver to you, we will refund you for the value of the invoice less postage. Please note that we are charged by the courier company to send your parcel and then again to have it returned to us, plus a handling fee.
With DPD DELIVERIES TO UK addresses***, this postage fee is up to a total of £17.50, depending on whether or not you paid for delivery in the first instance. ***For orders to these postcodes, including N.Ireland, the highlands and islands, the postage fees add to a total of £35.
With DPD DELIVERIES OUTSIDE THE UK, this postage fee is double the amount that you've been charged for shipping, and this is the amount that we will deduct from the invoice value for refund.