Should you wish to return any item for exchange, we need you to let us know within 10 calendar days of you receiving the goods by email on sales@lordsandlabradors.co.uk. We would draw to your attention to the fact that goods for exchange can only be accepted if the original order was placed directly with us through our website - www.lordsandlabradors.co.uk.

Please note, that goods which are not in a re-saleable condition, that have been used, or that show signs of excessive handling will not be accepted unless the goods were damaged or faulty when received. We define excessive handling as “additional handling beyond what would be considered reasonable to ascertain the nature and characteristics of the goods in question”.

Additionally, we are not able to accept goods that were “made to order” for an exchange unless they are faulty. Returned goods will need to be sent at your own cost, unless an item is shown to be faulty when received. Returns processed using our returns portal incur a return fee of £5.75 per order.

All returns should be sent to:

Lords & Labradors, Midville Grange Farm, Midville, Stickney, Lincolnshire, PE22 8HQ

Should you wish to return any item for a refund, the item must be returned unused and in its original condition (including all labels and tags intact), along with proof of purchase within 28 days of receipt of the goods. We will then provide an exchange or refund, as long as your returned product meets our terms and conditions. Returns processed using our returns portal incur a return fee of £5.75 per order. Any items requested for return/returned after the 28 day return period will be issued store credit at our sole discretion.

Please note, that goods which are not in a re-saleable condition, that have been used, or that show signs of excessive handling will not be accepted unless the goods were damaged or faulty when received.  We define excessive handling as “additional handling beyond what would be considered reasonable to ascertain the nature and characteristics of the goods in question”.

Additionally, we are not able to accept goods that were “made to order” for an exchange unless they are faulty.

Please be aware that your refund will only be processed once the returned item/s have been received by us and checked by our specialists which can take up to 14 days.

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.

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. 

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.

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. 

When using our return portal there is a return fee of £5.75 per order. If a collection is needed for an item we will arrange this on your behalf at a cost of £15.

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.

When using our return portal there is a return fee of £5.75 per order. If a collection is needed for an item we will arrange this on your behalf at a cost of £15.