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* (please see our exceptions below) either email us at lucybeeshop@lucybee.com, or call on +44 1992 747 900, within 14 days of delivery or collection.

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

*Items which cannot be returned

Unfortunately, because of the nature of the following products, these cannot be returned, and we hope you understand our position:

  • Skincare products - this is due to the fact that they do not have tamper-proof seals
  • Soaps
  • Eco Mugs
  • Water Bottles

Additionally:

  • All orders to N.Ireland, the highlands and islands and these postcodes here are non-returnable, regardless of the items ordered
  • All order outside the UK are non-returnable, regardless of the items ordered

Please note:

  1. Lucy Bee is not responsible for the cost of returning the item if it is not faulty
  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.

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 lucybeeshop@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 UPS are unable to deliver my order? 

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. This is because the courier charges us to both deliver to you and for the order to be returned to us, plus an additional handling fee and these can total upwards of £17.50.

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. 

Lucy x