Returns & Exchanges

Exchanging an item/order

If you wish to return an item for an exchange, please let us know within 10 calendar days of receiving the goods by email on sales@lordsandlabradors.co.uk. Please note that we can only accept goods for exchange if they were originally ordered through www.lordsandlabradors.co.uk (“Our Website”).

Please also note that we cannot accept goods that are not in a re-saleable condition or that have been used, or that show signs of excessive handling unless the goods were damaged or faulty when received. Excessive handling means any more handling than is reasonable required to ascertain the nature and characteristics of the goods in question, for example no more than would be permitted in a shop.

We are not able to accept goods that were made to order for an exchange unless they are faulty.

Goods are returned at your own cost, unless an item is shown to be faulty when received. Our address for returns is: Lords & Labradors, Midville Grange Farm, Midville, Stickney, Lincolnshire, PE22 8HQ

Returning an order for a refund

Please return your item unused and in original condition (including all labels and tags intact) with proof of purchase within 28 days, and we’ll give you an exchange or refund, as long as your returned product meets our terms and conditions. Any items requested for return/returned after the 28 day return period will be issued store credit.

Please also note that we cannot accept goods that are not in a re-saleable condition or that have been used, or that show signs of excessive handling unless the goods were damaged or faulty when received. Excessive handling means any more handling than is reasonable required to ascertain the nature and characteristics of the goods in question, for example no more than would be permitted in a shop.

We are not able to accept goods that were made to order for a refund unless they are faulty.

Please be aware that we'll only process your refund once the item has been returned to and checked by our specialist; this can take up to 14 days.

Returning a faulty item

If your product develops a fault within 30 days of purchase, please contact our Customer Service team on +44 (0) 1790 720 900 or via email sales@lordsandlabradors.co.uk and return with proof of purchase and we can repair, refund, or exchange the item. 

After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.

When creating a return on our portal, fees will be charged but these may be waived depending on whether we deem the item as faulty.

Returning a Made-to-Measure item

Made-to-measure, personalised and bespoke orders cannot be returned unless found to be faulty or defective. If the goods are found to be defective, follow the procedure set out above and we will do all we can to either send out a brand-new item or offer a full refund. 

Returning an Outlet Item

Products ordered from our Outlet cannot be returned. As shown in the descriptions, outlet products may have small faults, if the product is not able to be used then please contact our customer service team on +44 (0) 1790 720 900 or via email sales@lordsandlabradors.co.uk and we will try our best to help.

Returns Requirements

A returns form should be included with your order detailing how to return goods to us. If this is missing then send to Lords & Labradors, Midville Grange Farm, Midville, Stickney, Lincolnshire, PE22 8HQ, following the procedure below:

1. Pack the product in its original packaging
2. Pack the product to avoid damage during transit
3. Include a copy of your original delivery note or your name address, phone number, order number and whether you require a refund or a replacement

Please note: we will refund the cost of the item/s returned once received by us. Unfortunately personalised, custom, outlet products, food or bespoke products cannot be returned or refunded unless they are defective. 

If a collection is needed for an item we will arrange this on your behalf at a cost of £15.

Returns Procedure

1. Click here and enter your postcode and order number
2. Order items will be listed. Select item/s you would like to return, choosing exchange, refund or store credit.
3. Refund or credit will be actioned once the item is received back to us. You will receive a notification once this has been processed.
4. If you have chosen exchange, you will be able to select alternative sizes. If you would like a different product please select 'Other'.
5. You will be given a label to print and attach to your parcel.

If a collection is needed for an item we will arrange this on your behalf at a cost of £15.

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