Whilst we are sure you will love your Lucas and Stone purchase, if for any reason it does not meet your expectations we will happily provide a full refund. All items for refund should be returned in ‘as new’ condition within 14 days of receipt. They must remain unwashed and unworn (except for the purposes of trying on) and with the original tags attached. Perishable items may not be returned as listed below.
Simply fill in the returns form on your despatch note, indicating the reason for return. Affix the peel-off label included in your parcel and send it back to us at 9 Daleside, Gerrards Cross, SL9 7JE, (please note that we do not offer a free returns service) Refunds are always credited to the original method of payment.
We strongly recommend you obtain a proof of postage receipt from the Post Office as we can’t be held responsible for packages that fail to arrive.
If you need a freepost returns label, please click the link here and follow the instructions. You will need your customer and order numbers to complete the form.
If you have any issues with obtaining a freepost label, please contact our customer services team.
You’ll receive a confirmation email once your return has been processed. Please allow up to 10 working days.
We are happy to exchange an item for a different colour or size ONLY. Please follow the process above, indicating that you would like an exchange for a new size/colour in the ‘Return Reason Code’ column on the returns form. Please also indicate the colour/size you would like to receive in exchange for the item you are returning in the ‘Return Reason Code’ column.
All ‘Exchanges are subject to stock availability. If an item is out of stock at the time of the exchange being processed, a full refund will be issued.
If you want to swap for a completely different style, we ask that you place a new order. Exchanges can be made to UK orders ONLY.
Items purchased with a Lucas and Stone gift voucher or e-voucher can be exchanged for another item or for credit back to the original voucher. Gift vouchers and e-vouchers may not be exchanged for cash or redeemed for further vouchers. Our gift vouchers never expire, and can be redeemed online or over the phone.
Gift Sets & Multi-buys
In case of part return of a gift set or multi-buy set, or similar discount, the promotion will be void and you will be refunded proportionately according to the value of goods kept.
The following items cannot be returned for refund or exchange: Any personalised items including monogrammed scarves, gift boxes, knickers, earrings, DVDs and perishable goods (such as chocolate, hot chocolate, tea, soap and nail polish etc.)
Unfortunately manufacturing faults do occasionally occur, so if you believe an item to be faulty (or it is not the item you have ordered), please contact us at firstname.lastname@example.org and we will advise on what to do next.
Please note that we are not able in any circumstances to refund return postage costs if you have not contacted us in advance.