Returns & Exchanges

Returns & Exchanges of Items bought on lottiemutton.co.uk

Faulty Items

Faulty items can be returned at any time. Should you receive a faulty item please contact Customer Services by email [email protected] or by phone on 01799 522252 stating your Order Number and the nature of the fault.

Please ensure you return faulty items to us as soon as possible. For faulty items that have been worn/used or returns outside our Standard Returns & Exchanges Policy, please contact Customer Services by email at [email protected] or by phone on 01799 522252 for further assistance.

Our Policy Standard Returns & Exchanges

Please note that this standard right of return or exchange is provided in addition to the cancellation right set out above and does not affect your statutory rights as a consumer. When you buy something from us, we hope you love it. However, should you change your mind (it happens to the best of us), and subject to the conditions set out below, you have 30 days from the dispatch date to return Europe-bought full-price items to us for a refund or exchange. Sale items can be returned within 14 days from the dispatch date for a refund or exchange. For exchanges, please see the Exchanges section below. For returns, please follow the instructions set out in the Returns By Post or Returns to our Shop sections below.

Our standard right of return or exchange is subject to the following conditions:

  • Unless an item is faulty or where you are exercising your right to cancel your contract, unwanted items need to be returned in a re-saleable condition. With that in mind, please keep all original packaging and return the items undamaged. For example, shoes should only be worn on a carpeted surface until you are certain you are keeping them.
  • The returns period for Europe-bought full-price furniture is 14 days from the date of delivery. Note that this does not affect your statutory rights. Please see the Furniture Returns section below for information about returning items of furniture.

Returns by Post

Please complete the “return reason” section on the reverse of your dispatch note, detailing each item, quantity, and why you are sending the item(s) back. Place this form in your parcel, along with your items. If you have a returns label, please attach it to your package.

If you do not have a returns label, please send your goods to:

Lottie Mutton

43-45 King Street

Saffron Walden

Essex

CB10 1EU

Be sure to send your package using a secure or traceable method - such as Royal Mail Signed For and that you keep your proof of postage. Please see the section below for information about returning items of furniture.

Returns to Shop

You may also return items purchased at anthropologie.com to our shop. To do so, you must bring along either the dispatch note from your parcel or the dispatch email you received when it was delivered. Lottie Mutton shop are only able to issue store credit, or perform exchanges for items purchased through PayPal. Please see the Furniture Returns section below for information about returning items of furniture.

Furniture

In-stock furniture, rugs and other oversized items can be returned within 14 days from the date of delivery for a full refund of the merchandise cost. For Made To Order pieces refund requests must be received within 14 days from the delivery date. Lottie Mutton will refund or replace items where a manufacturer defect was found within one year from the date of delivery. Please contact [email protected] to arrange a furniture, rug or oversized item return. Returns will be completed upon full inspection of the merchandise at our warehouse, and can take up to 30 days to fully

Processing Your Refund

This section does not apply to refunds due where you have cancelled the contract. If you return an item for any other reason, we will examine the item and will notify you of your refund within a reasonable period. Most returns will be processed in approximately 2-3 weeks although, on occasion, some returns may take up to 28 days to be processed. Your refund will be credited back to your original method of payment within approximately two days of being processed. Depending on your bank, it may take up to two billing cycles for the credit to appear on your credit card statement. Please note that we are unable to issue refunds to expired bank cards - in this instance, we will issue the amount paid to you as online or store credit. Our delivery charges are non-refundable, and Lottie Mutton is not responsible for delivery fees or lost returns. Unless you have cancelled the contract (see the section on Cancellations above) or are returning a faulty item, our delivery charges are non-refundable, and Anthropologie is not responsible for delivery fees or lost returns. Faulty items will be refunded in full, including delivery charges for sending them to you and the cost incurred by you in returning them to us.


Exchanges

Should you wish to exchange an item, please contact us. We’ll also place a new order for you. Please note that we can only exchange an item for the same style in a different size, and we are only able to do so for U.K. orders. Alternatively, you can return your items to our store and choose new ones. Don’t forget to bring your dispatch note or dispatch confirmation email. Note that the period for exchanges is 30 days from the despatch date for Europe-bought full-price items and 14 days from the despatch date for sale items. This right of exchange is provided in addition to the cancellation right set out above and does not affect your statutory rights as a consumer.


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