RETURNS AND YOUR RIGHT TO CANCEL

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We want you to be delighted with your La Vie Royale purchase. If you change your mind, you may return an eligible item to us within 28 days of receiving your order, subject to the conditions and exclusions set out in this Policy.

 

To make a return under our 28-day returns policy, please contact us or initiate your return within 28 days of delivery. Returned products must be unused, complete, undamaged, in their original condition and, where reasonably possible, returned with their original packaging, labels and accessories.

 

Our 28-day returns policy is offered in addition to, and does not replace, any statutory cancellation or consumer rights available to you.

If you are a UK consumer purchasing online, you generally have a statutory right to cancel an eligible purchase within 14 days of receiving your order. After notifying us that you wish to exercise that statutory right, you generally have a further 14 days in which to return the relevant item(s).

 

When exercising a statutory right to cancel, you may inspect and handle a product to the extent reasonably necessary to establish its nature, characteristics and functionality, in the same way you might reasonably examine it in a physical store. Where a product has been handled beyond what is reasonably necessary and its value has consequently been diminished, we may make an appropriate deduction from the refund where permitted by law.

 

Nothing in our voluntary 28-day returns policy limits or replaces these statutory rights.

 

We will exchange the product or refund it by the original method of payment.  We are unable to offer an exchange or refund for the following items:

 

• Perishable goods and other items likely to expire rapidly, this includes all flowers, fresh food, some alcohol and beverages, and hampers and gift boxes containing such items

• Sealed items where the seal or cellophane has been broken

• Discounted Products 

• Personalised or bespoke items

• Items that cannot be returned for hygiene reasons such as razors and brushes

• Fine wines which we store in a temperature-controlled environment;

• Products sold with an authentication or valuation certificate, where the certificate is not also returned; and

• Antique or vintage watches, jewellery, accessories or homeware

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Your statutory rights are not affected.

 

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RETURNING YOUR ITEM

Unless an item is faulty, damaged, incorrectly supplied, or we have agreed otherwise, you will be responsible for the cost of returning an unwanted item to us.

We recommend using a secure and trackable delivery service and retaining proof of postage until your return has been processed.

 

Please contact us before sending your return so that we can provide the appropriate return instructions and return address.

 

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REFUNDS

Once your return has been received and inspected, we will notify you regarding your refund.

 

For eligible returns made under our voluntary 28-day returns policy, we will refund the purchase price of the returned product to the original payment method, subject to the conditions of this Policy.

 

Where you exercise your statutory right to cancel an eligible online purchase, we will also refund the cost of our least expensive standard delivery option where required by applicable law.

 

If you selected an enhanced, express or premium delivery service, any additional amount paid above our standard delivery charge will not ordinarily be refundable unless required by law or the return results from an error on our part.

 

Refunds will be processed within the timeframe required by applicable law. Depending on your bank or payment provider, additional time may be required for the funds to appear in your account after we have issued the refund.

 

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EXCHANGES

Where available, eligible products may be exchanged within 28 days of delivery, subject to stock availability and the conditions of this Policy.

If you would like to exchange an item, please contact us within the 28-day return period. Where the replacement product has a different price, any difference may need to be paid or refunded, as appropriate.

 

Unless the exchange results from a fault, damage or error on our part, you may be responsible for applicable return and redelivery costs.

 

An exchange offered under this Policy does not affect any statutory rights available to you.

 

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PERSONALISED AND BESPOKE PRODUCTS

Products that are made to your specifications, personalised or otherwise clearly customised for you are not eligible for return or cancellation simply because you have changed your mind, where permitted by applicable law.

 

This may include products personalised with logos or monograms, names, initials, messages or other customer-requested customisation.

 

This exclusion applies to both our voluntary 28-day returns policy and, where permitted by applicable law, statutory change-of-mind cancellation rights.

 

It does not affect your rights where a personalised or bespoke product is faulty, damaged, incorrectly supplied, not as described or otherwise fails to conform to the contract.

 

Where a product is subject to a personalised or bespoke returns restriction, we will endeavour to make this clear before you place your order.

 

 

INTERNATIONAL CUSTOMERS

Our 28-day returns policy is also available to eligible international purchases unless otherwise stated at the time of purchase.

 

Customers outside the United Kingdom may have additional or different mandatory cancellation, return and refund rights under the laws applicable in their country or territory. Nothing in this Policy is intended to exclude or restrict any mandatory consumer right that cannot lawfully be excluded.

 

Unless an international return results from a faulty, damaged or incorrectly supplied product, or applicable law provides otherwise, the customer will be responsible for the cost of returning the product to us.

 

International customers are responsible for complying with applicable customs requirements when returning products. We recommend clearly identifying the shipment as returned goods, where appropriate, and retaining all relevant shipping and customs documentation.