Returns & Refund Policy
Returns & Refund Policy
Last updated: 20 August 2026
At LOECY, we want you to love your purchase. If something isn’t quite right, you can request a return within 14 days of receiving your order.
This policy does not affect your statutory rights under UK consumer law.
1. 14-Day Returns
You have 14 days from the date your order is delivered to notify us that you would like to return an item.
Once your return has been approved, you must send the item back within 14 days of notifying us.
To start a return, please contact:
Please include your:
- Full name
- Order number
- Item(s) you wish to return
- Reason for return, where applicable
We will provide you with the relevant return instructions.
Please do not return items without contacting us first.
2. Return Conditions
To be eligible for a return, items should be:
- Unworn
- Unwashed
- Unused
- Free from stains, perfume, make-up or other marks
- In their original condition
- Returned with original tags where applicable
Shoes should be tried on indoors and returned in their original packaging where possible.
We reserve the right to reduce a refund where an item has been handled beyond what would reasonably be necessary to inspect it.
3. Return Shipping Costs
For change-of-mind returns, customers are responsible for the cost of returning the item unless otherwise stated.
We recommend using a tracked shipping service and keeping proof of postage until your refund has been completed.
If you receive an incorrect, damaged or faulty item, please contact us before returning it. Where appropriate, LOECY will cover reasonable return costs.
4. Refunds
Once your return has been received and inspected, we will notify you regarding your refund.
Approved refunds will be issued to your original payment method.
Please allow your bank or payment provider additional time to process and display the refund after it has been issued.
Where required under UK consumer law, refunds will be processed within the applicable statutory timeframe.
5. Original Delivery Charges
If you cancel your entire eligible order within the applicable statutory cooling-off period, we will refund the cost of our standard delivery service where required by law.
If you selected a more expensive delivery option, any additional amount above our standard delivery charge may not be refundable.
If only part of an order is returned, the original delivery charge will normally not be refunded unless required by law.
6. Exchanges
We currently recommend returning the unwanted item and placing a new order for the preferred:
- Size
- Colour
- Style
This helps us process your request more quickly and ensures that your preferred replacement is still available.
7. Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives.
If you receive an item that is:
- Damaged
- Faulty
- Defective
- Different from what you ordered
please contact us as soon as possible at:
Include your order number and clear photographs showing the issue.
We will review the matter and provide an appropriate solution.
Your statutory rights in relation to faulty or misdescribed goods are not limited by our standard 14-day returns policy.
8. Non-Returnable Items
Certain products may not be eligible for return where permitted by law, including:
- Personalised or custom-made products
- Gift cards
- Items that have been worn, washed or damaged after delivery
- Sealed goods that are not suitable for return for health or hygiene reasons once the seal has been removed
For hygiene reasons, certain items such as underwear, pierced jewellery or similar products may only be returned where legally permitted and where applicable hygiene seals remain intact.
If you are unsure whether an item can be returned, please contact us before sending it back.
9. Sale Items
Unless clearly stated otherwise, eligible sale items may be returned under the same conditions described in this policy.
Your statutory consumer rights remain unaffected.
10. Refused or Unclaimed Deliveries
If an order is returned to us because it was refused, not collected or could not be delivered due to incorrect information provided at checkout, additional shipping or handling costs may be deducted from the refund where legally permitted.
11. Order Cancellations
If you wish to cancel or change your order, please contact us as soon as possible.
We will do our best to assist you, but once an order has entered processing or has been dispatched, we may be unable to stop the shipment.
You may still be entitled to return the order after delivery in accordance with this policy and your statutory rights.
12. Contact Us
For returns, refunds or questions regarding an order, please contact:
LOECY Customer Support
Email: [contact@loecy.com]
Address: 19 Lever Street, Manchester, M1 1AN (a common provider for business and registered office addresses
Belangrijk voor Loecy
Ik zou op je webshop overal dezelfde drie claims aanhouden:
Free UK Delivery over £60
2–3 Business Day Delivery
14-Day Returns