Most orders placed with www.loveyourfacemask.co.uk are covered by our 14 days satisfaction guarantee. You can return the item by notifying us within 14 days of the item being delivered. If the item is not faulty, it must be returned unused, unopened and original packaging undamaged. You can return the item either by using our return service or by returning the item at your own cost. Also, please be aware that we cannot be held responsible and provide refunds/exchanges on items affected by circumstances beyond our control, this includes but is not limited to damage and neglect after goods are delivered or goods being stored incorrectly.
In order to arrange a return, please contact our customer service team as soon as possible and within 14 days of delivery. You must inform us in writing with the order number, the item number or name and the reason for the requested return. Returned parcels must be packaged securely with all the items included. Any additional cost from delivery or returning the item that are not agreed beforehand with www.loveyourfacemask.co.uk are not covered under our cancellation policy.
Once received returned items will be checked and any agreed refunds, credits or exchanges will be made within 14 days. Returned items that are not faulty or found to be not faulty will be credited in loyalty points to your account to the full value of the item including delivery, less administration fee if www.loveyourfacemask.co.uk return service is used. The administration covers the return delivery costs and the administration time to process the return and includes VAT.
Should you, for any reason, request to cancel an order prior to despatch, www.loveyourfacemask.co.uk reserves the right to charge an administration fee to cover the costs incurred up to that point.
EXCEPTIONS – If your order contains any of the following items, the cooling off period does not apply and cannot be returned unless faulty.
- Fresh food perishable gifts (such as cheese, meat or fish)
2. Personalised and branded goods
3. Bespoke hampers. If your hamper is purchased using the create your own service or created to your requirements by our sales team.
Hampers that are delivered damaged or have defective contents must be notified to customer services within 48hrs of delivery. We will send a replacement hamper as soon as possible of the same type or an alternative hamper of the same value or higher will be offered. If another hamper is no longer required a refund will be offered, however we reserve the right for the item to be returned to us first using our return service for further inspection, so we can investigate the issue further.