Last updated: 04/10/2026
This Shipping & Returns Policy applies to orders placed through the Lost and Loud website.
Change-of-mind returns – consumer orders
This section applies to customers purchasing wholly or mainly for personal use and not for purposes relating to their trade, business, craft or profession.
In addition to your statutory rights, we allow eligible full-price products to be returned within 30 days of the day you receive them.
To request a return, please complete the Contact Us form on our website within the applicable return period and include:
- Your order number
- The item or items you wish to return
- The reason for the return
Please do not send anything back until your return request has been confirmed and return instructions have been provided.
Statutory cancellation period
Where you are a consumer purchasing online and have a statutory right to cancel, you may notify us that you wish to cancel your order within 14 days of receiving the goods.
After notifying us, the goods must normally be returned within a further 14 days.
Nothing in our voluntary returns policy reduces or removes any statutory cancellation rights you may have.
Return condition
Unless an item is faulty, damaged, misdescribed or incorrectly supplied, returned products must be:
- Unused
- Complete
- In their original packaging
- In a clean and resaleable condition
- Returned with any tags, seals, labels, accessories, instructions and packaging supplied
You may examine an item as you would reasonably be able to in a shop.
Where handling goes beyond what is reasonably necessary to establish the nature, characteristics and functioning of an item, we may reduce the refund to reflect any reduction in value where permitted by law.
Reduced, sale and clearance products
Reduced, sale, clearance, discontinued and end-of-line products remain subject to any statutory rights that apply to consumer purchases.
However, once any applicable statutory cancellation period has expired, these products are excluded from our voluntary 30-day change-of-mind returns policy.
This does not affect your rights where a product is faulty, damaged, misdescribed or incorrectly supplied.
Items excluded from change-of-mind returns
Where legally permitted, we do not accept change-of-mind returns for:
- Bespoke, personalised or custom-made products
- Products made or ordered specifically for the customer
- Perishable products or products liable to deteriorate or expire rapidly
- Sealed products that are not suitable for return for health protection or hygiene reasons once unsealed
- Opened or used personal-care products where a hygiene exclusion applies
- Products that have become mixed inseparably with other products after delivery
- Products returned incomplete
- Products damaged after delivery
- Products that are no longer in a resaleable condition because of handling beyond what is reasonably necessary
- Reduced, clearance, discontinued or end-of-line products once any statutory consumer cancellation period has expired
- Digital products or services where the applicable cancellation right has been lost
These exclusions do not affect any statutory rights that cannot legally be excluded.
Return postage
For consumer change-of-mind returns, customers are normally responsible for the cost of returning the goods unless we have agreed otherwise or the law requires us to pay the cost.
We recommend using a tracked and adequately insured service.
Goods remain the customer's responsibility until received by us.
Original delivery charges
For consumer orders cancelled under a statutory online cancellation right, we will refund the cost of our least expensive standard delivery method where required by law.
Any additional amount paid for express, upgraded or premium delivery will not normally be refunded beyond the cost of standard delivery.
Where only part of an order is returned, or where a return is made under our voluntary returns policy, original delivery charges will not normally be refunded unless required by law.
Promotional gifts, multibuys and bundles
Where an order included a free gift, multibuy discount, bundle saving or another promotion, all relevant products may need to be returned to receive a full refund.
Where only part of a promotional order is returned, we may recalculate the price of the products retained and deduct the value of any discount or gift that the customer is no longer eligible to receive.
Returns inspection
All returned products may be inspected when received.
A refund, replacement or other agreed resolution will be processed once the return has been received and assessed, unless we have agreed that return of the product is unnecessary.
We reserve the right to reject voluntary or discretionary returns that do not meet the conditions of this policy.
Refunds
Eligible refunds will normally be returned to the original payment method.
We aim to process approved refunds promptly and within any period required by applicable law.
After a refund has been issued, the time taken to appear in your account is controlled by your bank, card issuer or payment provider.
Unauthorised returns
Please obtain return approval before sending goods back to us.
Returns sent without authorisation or to an incorrect address may be refused, delayed or returned to the sender.
We cannot guarantee that an unauthorised return sent to a warehouse, registered office, supplier or courier address will reach the correct returns location.
Your statutory rights
Nothing in this policy excludes or restricts any statutory rights or remedies that cannot legally be excluded or restricted.
Contact us
To request a return, report a delivery problem or ask a question about an order, please complete the Contact Us form on our website.