Refund policy

We want you to love your LAFFUE pieces. If something isn’t right, here’s how returns work.

Your right to cancel

You can cancel your order at any time from when you place it until 14 days after the day you receive it. This applies to full-price and sale items. Once you’ve told us, you have a further 14 days to send the item back.

How to return

Go to your account, open your order and select Request return, or email care@laffue.com with your order number and let us know you’d like to return. Customers in the EU can also use our EU Withdrawal Form.

For UK returns, we’ll send you a prepaid returns label. A £4.95 returns fee covers the label and is deducted from your refund. If you’re returning from outside the UK, please send your parcel back using a tracked service, at your own cost. Please mark your parcel as “Returned goods” and choose a service with duties and taxes paid, so no import charges are due when it arrives in the UK. If we’re charged any import fees on your return, we’ll deduct them from your refund.

Please include a note with your name, order number, and whether you’d like a refund or an exchange (and which size).

Condition of returns

Please return items unworn (apart from trying them on), unwashed and unaltered.

If an item comes back worn, marked, stained, with an odour, or damaged, including items that have been altered (for example, taken up by a tailor), we may reduce your refund to reflect its condition, up to its full value. If you’d prefer to have the item back instead, we’ll return it to you, and the cost of postage will be deducted from any refund or charged to you. This doesn’t affect your rights if an item is faulty.

Gift cards can’t be returned.

Refunds

We’ll process your refund within 14 days of receiving your return, usually within 10 working days, and refund you to your original payment method, or as store credit if you’d prefer. We’ll refund the price you paid and the standard delivery charge on your order. If you chose a faster delivery option, we’ll refund the cost of standard delivery only. Where you use our prepaid UK label for a refund, the £4.95 returns fee is deducted.

Exchanges

UK exchanges are free. Tell us which size you’d like when you register your return, and we’ll send it once your return arrives, subject to availability. If your size isn’t available, we’ll refund you instead, with no returns fee. We’re not able to offer exchanges outside the UK; please return your item for a refund and place a new order.

Faulty or incorrect items

If your item is faulty or we’ve sent the wrong thing, email care@laffue.com with your order number and a photo. We’ll arrange a replacement or full refund and cover return postage, with no returns fee. This is in addition to your statutory rights under the Consumer Rights Act 2015.

Pre-orders

You can cancel a pre-order at any time before it’s dispatched for a full refund. If the expected dispatch timing changes, we’ll let you know straight away. Once your order arrives, the terms above apply.

Refused or undelivered parcels

If you refuse delivery and your parcel comes back to us, we’ll refund your order once it arrives, minus the cost of returning it to us, including any customs or re-import charges we’re unable to recover. The same applies to parcels that can’t be delivered. If you’d still like your order, we can send it again, but you’ll need to cover the new delivery cost.