DELIVERY & RETURNS
UK DELIVERY
We currently deliver within the United Kingdom.
Free standard UK delivery is included with all orders.
In-stock orders are normally dispatched within 1–2 working days. Orders are sent using a tracked UK delivery serviceand usually arrive within 2–4 working days after dispatch.
Where a product is available for pre-order, the estimated dispatch date will be clearly stated on the product page.
If there is an unexpected delay affecting your order, we will contact you using the details provided when you placed your order.
PRE-ORDERS
Products marked Pre-Order are not available for immediate dispatch. The estimated dispatch period will be shown on the relevant product page.
If you order both in-stock and pre-order products, they may be dispatched separately.
You may contact us if you wish to cancel a pre-order before it has been dispatched, subject to any applicable exceptions for personalised or bespoke products.
CHANGING YOUR MIND
For most products purchased online, you have the right to cancel your order within 14 days of receiving the goods, without giving a reason.
To exercise your right to cancel, please contact us at hello@lanternandlore.uk within the 14-day cancellation period and clearly state that you wish to cancel your order.
After notifying us, you must return the goods within a further 14 days.
Unless the item is faulty, damaged or incorrect, you are responsible for the direct cost of returning the goods.
Please retain proof of postage until your refund has been completed.
CONDITION OF RETURNS
You may inspect the product as you would reasonably be able to do in a shop.
Returned products should be kept in good condition and, where reasonably possible, returned with their original packaging and accessories.
We may reduce the amount refunded if the value of the goods has been diminished as a result of handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.
REFUNDS
When you exercise your statutory right to cancel, we will refund the price paid for the returned goods together with the cost of our least expensive standard delivery option, where applicable.
If you selected a more expensive delivery service, any additional delivery cost above our standard delivery charge will not be refunded.
Refunds will normally be made using the same payment method used for the original purchase.
We may withhold the refund until we have received the returned goods or you provide evidence that they have been sent back, whichever occurs first.
Refunds will be processed within 14 days of receiving the returned goods or satisfactory evidence that they have been returned.
BESPOKE & PERSONALISED PRODUCTS
The statutory right to cancel does not normally apply to goods that are made to your specifications or clearly personalised.
This may include Lantern & Lore products created specifically for an individual customer, organisation, event or commission.
This does not affect your statutory rights where a bespoke or personalised product is faulty, damaged or not as described.
FAULTY, DAMAGED OR INCORRECT ITEMS
If your product arrives damaged, is faulty, or is not what you ordered, please contact us as soon as possible at:
Please include your order number and, where appropriate, photographs showing the problem and the packaging.
We will arrange an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a refund, repair or replacement.
Nothing in this policy affects your statutory rights under UK consumer law.
HOW TO ARRANGE A RETURN
Before sending a return, please contact:
Please include:
Your name
Order number
Product being returned
Reason for return
We will then provide the appropriate return instructions and return address.
Please do not send returns to an address found elsewhere without first contacting us.
QUESTIONS?
If you have any questions about delivery, returns or an existing order, please contact us at:
Lantern & Lore
Stories Folded Into Light.