Refunds and Returns Policy
We hope you’ll love your order, but if something isn’t quite right, here’s how we handle returns.
At a glance
- UK & International (excl. U.S.): 14 days to return, buyer pays postage unless faulty.
- U.S. Orders: 30 days to return, buyer pays postage unless faulty.
- Non-returnable: Custom/personalised items, digital goods, perishables.
- Refunds: Processed within 14 days of receiving your return.
- Damaged/faulty: Let us know within 48 hours and we’ll sort it.
UK Orders (excluding U.S.)
Change of mind: You can return eligible products within 14 days of delivery. Items must be unused and in their original condition.
Non-returnable items: Custom or personalised products, digital downloads, and perishable items can’t be returned unless they arrive damaged or faulty.
Return costs: You’ll need to cover the cost of return postage unless the item is faulty or incorrect. We recommend using a tracked service as we can’t be responsible for items lost on their way back to us.
Refunds: Once we’ve received and checked your return, we’ll refund you to your original payment method within 14 days. Delivery costs are non-refundable unless the item was faulty.
U.S. Orders
Because U.S. law can be a little different, we’ve set out a clear policy just for you.
- Returns window: For eligible products, you may return them within 30 days of delivery if they are unused and in their original condition.
- Non-returnable items: Custom or personalised products, digital goods, and perishable items are not returnable unless they arrive damaged or defective.
- Return shipping: If you simply change your mind, you’ll need to cover the cost of return postage to the UK. If your order is faulty, damaged, or incorrect, we’ll refund reasonable U.S. return shipping costs once we’ve confirmed the issue.
- Refunds: Refunds are issued to your original payment method within 14 days of us receiving your return. Shipping fees (the original delivery cost) are non-refundable unless the product was faulty or incorrect.
- Damaged or defective items: Please let us know within 48 hours of receiving your order if something has arrived damaged or isn’t right. Photos are really helpful here. We’ll make it right with either a refund or replacement where the issue is due to a fault with the product itself or an error on our part. Unfortunately, we can’t replace or refund items that are clearly damaged in transit by the courier, but we’re happy to help you raise a claim with them.
Faulty or Damaged Items
If your product arrives damaged or faulty, please contact us within 48 hours of receipt. Where the issue is due to a fault with the product or an error on our part, we’ll arrange a replacement or refund, and cover any associated postage costs.
Exemptions
Some items may not qualify for returns, such as personalised or perishable goods.
How to start a return
Just email lisa.bentley@lisabdraws.co.uk with:
- Your order number
- The item(s) you’d like to return
- A short note on why you’re returning them (and photos if damaged/faulty)
We’ll confirm next steps and where to send your return.
A little note
We always want you to be happy with your order. This policy doesn’t affect your legal rights, and where local consumer laws give you extra protection, those will always apply.