Under the Consumer Contracts Regulations 2013, you have the right to cancel your order and receive a full refund within 14 days of receiving your goods, without giving a reason. 

• To cancel, simply email us at hello@louliving.co.uk with your order number, within 14 days of delivery 

• You then have a further 14 days to send the item(s) back to us 

• Items must be returned unused, unopened, and in their original packaging and condition 

• You are responsible for the cost of returning the item, unless it is faulty 

For hygiene reasons, the following items cannot be returned once opened or used, unless faulty: 

• Candles that have been lit or used 

• Earrings, due to hygiene reasons, once removed from sealed packaging 

This does not affect your rights if the item is faulty or not as described. 

• Email hello@louliving.co.uk within 14 days of receiving your order, including your order number and reason for return 

• We will confirm your return and provide a returns address 

• Package the item securely, ideally in its original packaging 

• We recommend using a tracked delivery service, as we cannot be responsible for items lost in transit back to us 

• Once we receive and inspect your returned item, we will process your refund within 14 days 

• Refunds are issued to your original payment method 

• Original delivery charges are non-refundable unless the item was faulty or incorrect 

If your item arrives faulty, damaged, or not as described, please contact us at hello@louliving.co.uk within a reasonable time of receiving it, with photos and your order number. We will offer a replacement, repair, or full refund, including any reasonable return postage costs, in line with the Consumer Rights Act 2015. 

Gift vouchers are non-refundable once purchased, but remain valid for use against any Lou Living product until their stated expiry (if any). 

If you have any questions about a return or refund, email us at hello@louliving.co.uk - we're always happy to help.