Returns and Refund Policy

Can I return my order?

We want you to be happy with your order and if you wish to return a product either email us at hello@lucybee.com, or call on +44 1992 747 900, within 30 days of delivery or collection.

All returned items must be unused and in their original packaging, with any seals intact and in their original condition.

    Please note:

    1. Lucy Bee is not responsible for the cost of returning the item if it is not faulty, nor will we refund for the cost of any shipping. We reserve the right to deduct the original shipping costs from any refund made.
    2. Any refund will be made to the original payment method used - please note that your bank may take several days to recredit your card, due to their systems and this is something which is out of our control. If a Lucy Bee eGift Voucher was used, the refund will be made to this in the first instance.

    This does not affect your statutory rights.

    We recommend sending your return tracked and signed for to ensure we receive it. We unfortunately cannot be held responsible for non-receipt of a returned item.

    Please note, for customers in the United States we allow returns of a product after 30 days of delivery or collection so please either email us at hello@lucybee.com, or call on +44 1992 747 900.

    An item has arrived damaged, what should I do?

    Charlie and his team in the warehouse take pride and care in packing your order and we appreciate that sometimes items can get damaged in transit. If this happens, please contact us either by email at hello@lucybee.com, or call on +44 1992 747 900, within 14 days of delivery or collection.

    To help us deal with your query, we will need to see:

    • Images of the invoice, showing who checked your order
    • Images of any damaged items, where applicable
    • Images of the packaging

     

    What happens if I refuse my delivery or the courier is unable to deliver my order? 

    Orders which are returned to us by DPD due to not being collected from pick-up shops will be charged £15 failed delivery fee which will be deducted from the refund back to your original card payment used. This is due to Lucy Bee being charged £30 per returned order by DPD.

    If you refuse to accept your delivery and/or the courier is unable to deliver and your order is sent back to us, we reserve the right to recover any costs incurred before a refund is made, including all shipping fees and associated costs.

    Please note, if your order is returned to us due to not being collected from a pick up shop or refused, Lucy Bee reserve the right to keep the delivery fee (if applicable). 

    We are a small business and we hope you understand our position. 

    Any refund will be made to the original payment method used - please note that your bank may take several days to recredit your card, due to their systems and this is something which is out of our control. If a Lucy Bee eGift Voucher was used, the refund will be made to this in the first instance.