Returns, Repairs & Refunds Policy

Last updated: 10 September 2026

Faulty, Damaged or Incorrect Items

If your item is faulty, damaged, not as described or you have received the wrong product, please contact us as soon as possible. We recommend reporting the issue within 14 days of delivery so that we can resolve it quickly.

Please provide:

• Your order number or proof of purchase

• A description of the issue

• Clear photographs or videos showing the problem

Once the item has been assessed, we can arrange an appropriate repair or replacement at no cost to you.

If you would prefer store credit and voluntarily agree to this option, we can issue the approved amount as a Lorraine Lee Boutique gift card. Gift cards can only be used towards future purchases from Lorraine Lee Boutique and cannot normally be exchanged for cash.

Where you have a legal right to reject the item and request a monetary refund, including the short-term right to reject qualifying faulty goods, the refund will be returned to your original payment method. We cannot require you to accept a gift card instead of a monetary refund where UK consumer law entitles you to one.

Reasonable return costs for confirmed faulty, damaged, misdescribed or incorrect products will be covered by Lorraine Lee Boutique. Alternatively, you may arrange to bring the item to our Battersea location for assessment, repair or replacement.

Online Change-of-Mind Returns

For eligible products purchased online, you may notify us that you wish to cancel your order within 14 days of receiving it. You must then return the item within a further 14 days.

Returned items must be unused, unworn and in their original condition, with all original packaging, labels and accessories.

Customers are responsible for the return postage costs for unwanted or change-of-mind items. Alternatively, you may contact us to arrange an in-person return at our Battersea location.

Where a monetary refund is legally required, it will be returned to the original payment method. We may offer a gift card instead only if you voluntarily agree to receive store credit.

Returns Outside the Legal Cancellation Period

We do not normally accept change-of-mind returns outside the applicable legal cancellation period.

If we agree to accept a non-faulty return as a gesture of goodwill, the value of the approved return will be provided as a Lorraine Lee Boutique gift card. No monetary refund will be issued for a discretionary goodwill return.

In-Person Purchases

For non-faulty products purchased in person at our boutique, pop-up shop or market stall, all sales are final. We do not provide refunds or exchanges simply because you have changed your mind.

If an item purchased in person is faulty, damaged or not as described, we will provide the appropriate repair, replacement, price reduction or refund in accordance with your legal rights.

Bespoke and Personalised Products

Bespoke dresses, made-to-measure garments, personalised products and products made to your individual specifications cannot normally be cancelled or returned because you have changed your mind.

This does not affect your rights where the product is faulty, not as described or does not meet the specifications agreed with you.

Repairs and Product Care

Complimentary repairs apply only to confirmed manufacturing or product faults.

Damage caused by accidents, misuse, improper storage, normal wear and tear, contact with unsuitable chemicals or failure to follow the relevant care instructions is not considered a manufacturing fault.

Where possible, we may offer a paid repair service for accidental damage or normal wear. Any applicable charges will be confirmed before the repair begins.

How to Contact Us

Please contact us through our website before returning or bringing in an item. Returns sent without prior contact may take longer to process.

This policy does not affect your statutory rights under UK consumer law.