Refund and Returns Policy
Refunds & Returns
We hope you love your Lamb and Veil piece. Many of our pieces are handmade, individually finished, vintage, antique, upcycled or one of a kind, and we take great care in preparing every order.
If something isn’t quite right, please contact us at theveiledlamb@Outlook.com and we’ll be happy to help.
This policy applies alongside your statutory rights under UK consumer law. Nothing in this policy limits or removes those rights.
Change-of-Mind Returns
If you purchase from us online, you will normally have the legal right to change your mind and cancel your order.
You have 14 days beginning the day after you, or someone nominated by you, receives your order to tell us that you wish to cancel.
You do not need to give us a reason.
After telling us that you wish to cancel, you then have a further 14 days to send the goods back to us.
To make a return, please email:
Please include your name, order number and which item or items you wish to return.
You can also use the Model Cancellation Form at the bottom of this page, although you do not have to use it. Any clear statement telling us that you wish to cancel is sufficient.
We recommend contacting us before posting your return so that we can provide the correct return instructions and return address.
Condition of Returned Items
You may inspect an item as you reasonably would be able to in a shop.
Please take reasonable care of items while they are in your possession.
If an item has been handled more than is reasonably necessary to establish its nature, characteristics and functioning, and this has reduced its value, we may make an appropriate deduction from the refund to reflect that loss in value.
Original packaging, tags and presentation materials should be returned where reasonably possible, but the absence of original packaging does not by itself remove your statutory right to cancel.
Earrings & Pierced Jewellery
Earrings and other pierced jewellery are covered by our normal change-of-mind return rules unless another legal exception applies, such as the item having been genuinely personalised for you.
Please inspect pierced jewellery without wearing or inserting it into a piercing.
If an item has been worn or otherwise handled beyond what would reasonably be permitted when examining it in a shop, and this causes a reduction in its value, we may make an appropriate deduction from the refund.
Return Postage for Change-of-Mind Returns
For a return made because you have changed your mind, you are responsible for the direct cost of returning the item to us.
You may use any suitable postal or courier service.
We strongly recommend using a tracked service and keeping your proof of postage until your refund has been completed.
Refunds for Change-of-Mind Returns
If you exercise your statutory right to cancel, we will refund the amount you paid for the eligible returned goods.
If you cancel your whole order, we will also refund the cost of our least expensive standard delivery option available to you when you placed the order.
If you chose a more expensive delivery option, such as express or upgraded delivery, we are not required to refund the additional amount above the cost of our standard delivery service.
We may withhold the refund until:
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We have received the returned goods; or
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You provide evidence that you have sent the goods back,
whichever happens first.
Your refund will be made without undue delay and no later than 14 days after the relevant point above.
Refunds will be made using the same payment method used for the original purchase unless you expressly agree otherwise. You will not be charged a fee for receiving your refund.
Personalised & Bespoke Items
The statutory 14-day change-of-mind cancellation right does not apply to goods that are genuinely made to your individual specifications or clearly personalised for you.
This may include, for example:
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Individually engraved pieces
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Items made with personalised names, dates, initials or wording
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Bespoke commissioned designs
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Pieces specially altered or made to measurements or specifications provided specifically by you
An item is not automatically non-returnable simply because we make or assemble it after you place your order.
Choosing from standard options that we normally offer, such as a standard chain length, standard finish or other standard product option, does not necessarily make an item bespoke or personalised for the purposes of your statutory cancellation rights.
If you wish to cancel a genuinely bespoke or personalised order before work has begun, please contact us as soon as possible. We may be able to accommodate the cancellation, but this is separate from the statutory change-of-mind right.
Your rights regarding faulty, damaged, incorrectly supplied or misdescribed goods still apply to personalised and bespoke items.
Handmade Items
Many Lamb and Veil pieces are handmade, hand-finished or individually assembled.
As a result, there may be small variations between individual pieces, including slight differences in texture, placement, finish or other handmade characteristics.
These natural variations do not necessarily mean that an item is faulty.
We will always aim to ensure that our photographs and product descriptions represent our pieces as accurately as reasonably possible.
Vintage, Antique & Upcycled Pieces
Some Lamb and Veil pieces are vintage, antique, pre-loved, repurposed or created using older components.
Because of their age and history, these items may show signs of previous wear, patina, ageing, surface marks or other individual characteristics.
Where relevant, we will describe and/or photograph these characteristics before purchase.
Age-related wear, marks or characteristics that were clearly disclosed to you before purchase will not normally amount to a fault simply because the item is vintage, antique or pre-loved.
However, vintage and antique items are still covered by your statutory consumer rights. The item must still be as described and of satisfactory quality, taking into account matters such as its age, price, description and condition.
Faulty, Damaged, Incorrect or Misdescribed Items
If an item arrives faulty, damaged, incorrect or not as described, please contact us at:
Please provide your order number and details of the issue.
Photographs of the item and, where relevant, the packaging can be extremely helpful in allowing us to resolve the problem quickly. However, providing photographs does not remove or replace your statutory consumer rights.
Under the Consumer Rights Act 2015, goods must be:
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Of satisfactory quality
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Fit for purpose
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As described
If goods do not meet these requirements, you may be entitled to a legal remedy.
In many circumstances, consumers have a 30-day short-term right to reject faulty goods and receive a refund.
After the initial 30-day period, you may have the right to a repair or replacement and, depending on the circumstances, a price reduction or refund.
These rights are separate from the 14-day change-of-mind right for online purchases.
Return Costs for Faulty Goods
Where you are legally entitled to reject goods because they are faulty, damaged, incorrect or not as described, Lamb and Veil will bear the reasonable cost of returning the goods.
Please contact us before arranging a return so that we can provide the appropriate return instructions.
One-of-a-Kind Pieces
Many of our vintage, antique and handmade pieces are one of a kind.
If a one-of-a-kind item is faulty or does not conform to the contract, an identical replacement may not be possible.
Where this happens, we will provide the remedy required by your statutory consumer rights, which may include a repair, suitable replacement where available, price reduction or refund depending on the circumstances.
Exchanges
Because many Lamb and Veil pieces are handmade, limited or one of a kind, we cannot guarantee that an exchange will be available.
If you would like to exchange an eligible item, please contact us and we will do our best to help.
Where an exchange is unavailable, you can exercise any return or refund rights that apply to your purchase.
Cancelling Before Dispatch
If you change your mind before your order has been dispatched, please contact us as soon as possible at:
For items covered by the statutory cancellation right, you do not have to wait until the item has been delivered before telling us that you wish to cancel.
If the parcel has already been dispatched, we may ask you to return it once it arrives.
Different rules apply to genuinely bespoke or personalised goods as explained above.
Your Statutory Rights
Nothing in this Refunds & Returns Policy is intended to exclude, restrict or replace your statutory rights.
UK consumers have rights under legislation including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Model Cancellation Form
You may use this form if you wish to cancel an eligible order, but you are not required to use it. You can also simply email us with a clear statement that you wish to cancel.
To:
Lamb and Veil
London
theveiledlamb@Outlook.com
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s):
(Only required if this form is sent on paper)
Date: