Returns Policy

We accept returns for change of mind and in the unlikely case a faulty item. Please continue to read our policy's and the process on returning an item.

Refund - Change of Mind (UK Orders)

If you change your mind and wish to return a product, please contact us within the 14 days after delivery to be able to get a full refund. If you wish to return earrings, for hygiene reasons, please do not remove from clear bio-plastic bags or tamper with hygiene seals as this would void your option to return due to change of mind. In your email please include your order number and if you have purchased multiple products in the same order, which ones you would like to return. Please note - any customised or personalised item are non-returnable unless they are deemed faulty.

Once we have received your email, we will then start the returns process and will send you details on how to return your item successfully. After you have received this email, you have 14 days to return your order. We will not cover the return postage cost and also expect the customer to select a postage service that insures the full cost of the product against theft or damage. Please use the packaging it was delivered in to return your product safely.

Refund - Change of Mind (International Orders)

Once we have received your email we will then start the returns process and will send you details on how to return your item successfully. After you have received this email, you have 14 days to return your order. We will not cover the return postage cost and also expect the customer to select a postage service that insures the full cost of the product against theft and damage. Please use the packaging it was delivered in to return your product safely.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process your refund. For international orders we will only refund the product cost and will not refund any postage or duties/taxes that occurred during delivery.

Refund - Damaged on Arrival

In the unlikely case that an item is damaged or faulty when it arrives, please contact us as soon as possible (within 48 hours) after delivery to be able to get a full refund. Please include details of damage, your order number and if you have purchased multiple products in the same order, write which ones you would like to return due to damage. Please retain all packaging as we may ask you for photographic evidence of damaged item as well as the packaging.

Once we have reviewed all information and ascertained if the product is damaged/faulty and whether the fault lies with ourselves or the postage service, we will inform you of the outcome. If approved, you’ll be refunded (including postage) on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process your refund.

Refund - Lost Package

If your UK Mainland order has not arrived 7 days after your despatch email (Non-UK mainland orders please wait until 21 days has passed), please contact us as soon as possible. Please include your order number so we are able to bring up your details. From this we will be able to contact the postal services to ascertain if your package is indeed lost or if it has just been delayed. If it has been lost, we will claim on your postage insurance (we make sure this covers the whole cost of your order) and issue you a full refund within 14 business days.

Damaged or Faulty Within 30 Days Arrival

In the unlikely case that an item becomes faulty within 30 days of arrival, please contact us as soon as possible (within the 30 days) after delivery to be able to get a full refund. Please include details of damage, your order number and if you have purchased multiple products in the same order, write which ones you would like to return due to damage. Please retain all packaging as we may ask you for photographic evidence of damaged item as well as the packaging.

Once we have reviewed all information and ascertained if the product is damaged/faulty and whether the fault lies with ourselves or if the user has not followed our care instructions, we will inform you of the outcome. If approved, you’ll be refunded (including postage) on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Damaged or Faulty 30 Days After Arrival

In the unlikely event a pair of earrings or and any of our products have unfortunately broken after 30 days, please get in touch as soon as possible and we can discuss a solution. This does not automatically mean a replacement or refund will be given, each case will be looked at individually and a solution will be given to the individual customer. Please note, earrings and products have been checked on despatch, designs have been tested to ensure quality and durability, and are subject to the owner following all the care instructions detailed on the Hannah Lou website. Therefore, refunds or replacements will not be issued if it is deemed the item has been cared for incorrectly. Orders more than 6 months old will not be refunded or replaced. However, do still get in touch as we may be able to advise a solution or offer to repair them at a cost.

In all circumstances, proof of purchase must be provided. If you have any queries get in contact via our Contact page or help@hannnah-lou.co.uk

Our Returns Policy follows the Consumer Rights Act 2015