Returns & Refunds

We want you to love everything you order. If something isn't quite right, here's how returns work.

Returns

You have 15 days after your order arrives to ask for a return.

To be eligible, the item needs to be unused, in the same condition you received it and in its original packaging (stickers unpeeled, washi tape and notepads still sealed). You'll also need your order number or another proof of purchase.

To start a return, email us at hello@lucelise.com with your order number (it starts with LS-) and the item you'd like to send back. Once your return is accepted, we'll send you instructions on how and where to post it. Please don't send anything back before we've confirmed your return, as parcels sent without approval can't be accepted.

Damaged or wrong items

Please check your order as soon as it arrives. If anything is damaged, faulty or not what you ordered, email us straight away with your order number and a photo so we can look into it and put it right.

Items we can't take back

• Personalised or made-to-order items
• Gift cards

These can still be returned if they arrive faulty or damaged.

Exchanges

The quickest way to swap something is to return the item you have and, once the return is accepted, place a new order for the one you'd like.

Refunds

We'll let you know when your return has arrived and we've checked it, and whether the refund is approved. If it is, we'll refund you to your original payment method within 14 days. Your bank or card provider may take a few extra days to process it and show it on your statement.

If it has been more than 15 working days since we approved your return and the money hasn't reached you, please get in touch.

Questions

Email us at hello@lucelise.com and we'll be happy to help.

Customers in the EU

You can also withdraw from your order online, without giving a reason, within 14 days of receiving it: withdraw from contract here. We'll confirm by email straight away.

This policy doesn't affect your statutory rights under UK consumer law.