Refund policy

Returns & Refunds Policy

Lubylu Personalised Knitwear

We have a 30-day return policy, which means you have 30 days after receiving your item to contact us regarding a return.

Eligibility for Returns

Due to the personalised nature of our products, personalised items are non-returnable and non-refundable, unless the item is faulty or damaged upon arrival.

Non-personalised items may be eligible for return if they are in the same condition that you received them, unworn or unused, in their original packaging. You’ll also need the receipt or proof of purchase.

How to Start a Return

To start a return (where eligible), please contact us at wood.charley@gmail.com.. 

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any return-related questions at wood.charley@gmail.com.

Damages and Issues

Please inspect your order upon reception and contact us immediately if your item is defective, damaged, or if you receive the wrong item. We will assess the issue and arrange a replacement or refund where appropriate.

Exceptions / Non-Returnable Items

The following items are non-returnable:

  • Personalised or custom-made items, unless faulty or damaged

  • Sale items

  • Gift cards

Please get in touch if you have any questions or concerns about your specific item before purchasing.

Exchanges

As our items are made to order, we do not offer direct exchanges. If your item is eligible for return, the fastest way to receive a new item is to return the original (once approved) and place a new order.

Refunds

We will notify you once we’ve received and inspected your return and let you know whether your refund has been approved. If approved, you’ll be automatically refunded to your original payment method within 10 business days.

Please note that it may take additional time for your bank or credit card provider to process the refund. If more than 15 business days have passed since your refund was approved, please contact us at wood.charley@gmail.com.