Returns and Refunds Policy

Sometimes a piece just isn't right once it's on. This page explains how to send things back to Live in Love Boutique, what we refund and when. If you're unsure about anything, email info@liveinloveboutique.com.

1. Your rights, and our 30-day promise

Nothing here takes away your statutory rights. Under the Consumer Contracts Regulations 2013 you can cancel an online order within 14 days of receiving it, for any reason. We add to that: you have 30 days from delivery to return or exchange. Under the Consumer Rights Act 2015 goods must also be as described, of satisfactory quality and fit for purpose; where they aren't, you are entitled to a repair, replacement or refund, and may reject a faulty item for a full refund within 30 days.

2. Condition of returned items

To be accepted, items should be:

  • unworn, unwashed and unused;
  • in the condition they arrived in;
  • with their tags, and the original packaging where you still have it;
  • accompanied by the order number or proof of purchase.

If an item comes back worn, washed, marked, damaged or altered, we may reduce the refund to reflect the loss in value, as the law permits.

3. How to send something back

Email info@liveinloveboutique.com with your order number, the item(s) concerned, whether you'd like a refund or an exchange and, if you wish, the reason. You can also use our cancellation form. We'll reply with the returns address and instructions. Please wait for that email before posting anything.

4. Return postage

Our returns centre is in China; the full address is in our approval email.

  • Change of mind: you cover the return postage. As the parcel goes to China, it can cost more than a UK delivery, so check the price before you post.
  • Faulty, damaged, wrong item or our error: we cover the postage in full.

Use a tracked service and keep the proof of postage until we confirm receipt.

5. Faulty, damaged or wrong items

Let us know at info@liveinloveboutique.com, ideally within 7 days of delivery (your legal rights are not shortened by this), with your order number, photos or a short video of the item, photos of damaged packaging if any, and a line about what's wrong. We'll repair, replace, exchange or refund, at no cost to you.

6. Exchanges

Exchanges depend on what's in stock. If your preferred size or colour has gone, we'll suggest an alternative or refund you. Postage for exchanges follows section 4.

7. Refunds

When your return reaches us and has been checked, we email you. The refund is paid within 14 days of receiving the item (or your proof of posting), to the payment method you used. Your bank may take a few more days to show it.

8. Items we can't take back

For hygiene reasons, underwear, swimwear and sealed personal-care products can't be returned once opened, and neither can personalised or made-to-measure items or gift cards. This doesn't apply to faulty or wrong items.

9. Cancelling an order

Changed your mind right after ordering? Email info@liveinloveboutique.com with the order number straight away. We can cancel while the order hasn't yet been prepared or dispatched. Once it's on its way, return it after delivery under this policy.

10. If we can't agree

Please let us try to put things right first via info@liveinloveboutique.com. The Citizens Advice consumer service (citizensadvice.org.uk) offers free, impartial guidance if you need it.

Questions?

If anything about returns, exchanges, cancellations or refunds is unclear, we are available Monday to Friday, 9:00am to 5:00pm:

We reply within 1 to 2 working days.

About the company

Shop name: Live in Love Boutique
Company name: Novelia Brands Ltd
Company number: 17367676
Warehouse address: 18 Melcombe Rd, Bath, BA2 3LR, United Kingdom
Registered office: 71-75 Shelton Street, London, Greater London, WC2H 9JQ, United Kingdom

Email: info@liveinloveboutique.com
Phone: +44 7426 914944
We aim to reply to every message within 1 to 2 working days.

Customer service hours
Monday to Friday, 9:00am to 5:00pm (UK time)
Saturday and Sunday: closed