Refund policy

Last updated: 31 August 2026

This Policy applies to products purchased online from Jagoda Bąkowska trading as LALA BOUTIQUE. It explains both your statutory cancellation rights and our process for faulty or incorrect products.

Nothing in this Policy reduces your statutory rights.

1. Contact details and return address

Jagoda Bąkowska trading as LALA BOUTIQUE
12 Gate Close
Borehamwood
WD6 5DF
United Kingdom

Email: shop@lalaboutique.co.uk

Please contact us before returning an item so that we can identify the return and provide practical instructions. However, a statutory cancellation takes effect when you send us a clear statement that you wish to cancel. It does not depend on receiving a return-authorisation number.

2. Your right to cancel an online purchase

For most products purchased online, you may cancel the contract without giving a reason.

The cancellation period begins when the contract is formed and ends 14 days after the day on which:

• you, or a person identified by you other than the carrier, takes physical possession of the goods;
• for one order delivered in separate deliveries, you or your nominated person receives the last item; or
• for goods made up of multiple lots or pieces, you or your nominated person receives the last lot or piece.

You must send your cancellation notice before that 14-day period expires.

After notifying us, you must send the cancelled goods back no later than 14 days after the day on which you told us about the cancellation.

3. How to cancel

You may cancel by any clear statement explaining that you wish to cancel the contract.

You can:

• email shop@lalaboutique.co.uk; or
• write to the postal address above.

Please include your name, order number, the products being cancelled and your contact details. This information helps us process the cancellation but does not prevent an otherwise clear and valid cancellation.

You may use our Cancellation Form, but you do not have to use it.

4. Products excluded from change-of-mind cancellation

The statutory change-of-mind right does not apply in certain circumstances established by law, including:

• products made to your specifications or clearly personalised;
• sealed products that are not suitable for return for health-protection or hygiene reasons, once unsealed after delivery; and
• products that, by their nature, become inseparably mixed with other items after delivery.

For pierced jewellery or another hygiene-sensitive product, this exception applies only where the product was supplied in a suitable hygiene seal, was clearly identified before purchase as non-returnable after unsealing, and the seal was broken after delivery.

These exceptions do not remove your rights if a product is faulty, damaged, misdescribed, unsafe or incorrect.

5. Returning change-of-mind products

Please return products to:

LALA BOUTIQUE Returns
Jagoda Bąkowska
12 Gate Close
Borehamwood
WD6 5DF
United Kingdom

Unless the product is faulty, damaged, misdescribed or incorrect, you are responsible for the direct cost of sending it back.

Please obtain and retain proof of postage. A tracked postal service is recommended because the proof may be needed to show that the goods were sent.

Please package products with reasonable care to protect them during transit.

6. Condition and handling

You may inspect and try a product in the same way that you reasonably could in a physical shop to establish its nature, characteristics and fit.

Where reasonably possible, please return products:

• clean and free from makeup, fake tan, perfume, deodorant, pet hair or other contamination;
• with their original tags still attached; and
• in or with their original packaging.

These are requests to help preserve the product’s value. They are not automatic conditions that remove your statutory right to cancel.

If your handling goes beyond what is reasonably necessary and causes a loss in the product’s value, we may deduct an amount reflecting the actual reduction in value. We will explain any deduction. Missing packaging or tags will not automatically cause us to refuse the return, but may be relevant if their absence caused a genuine reduction in value.

7. Change-of-mind refunds

When you validly cancel, we will refund:

• the price paid for the cancelled goods; and
• where the whole order is cancelled, the original delivery charge up to the cost of our least expensive standard delivery option.

If you selected a more expensive delivery service, we do not have to refund the amount above the standard delivery cost.

If you cancel only part of an order, the original delivery charge will be refunded only to the extent required by law. It will not normally be refunded where the same delivery charge would have applied to the products you keep.

We will make the refund without undue delay and no later than 14 days after the earlier of:

• the day we receive the returned goods; or
• the day you provide evidence reasonably showing that you sent them back.

We may withhold the refund until one of those events occurs.

The refund will be made using the same payment method used for the original transaction, unless you expressly agree otherwise. We will not charge a refund fee.

8. Faulty, damaged, misdescribed or incorrect products

Products must be of satisfactory quality, fit for any purpose made known to us, match their description and comply with the Consumer Rights Act 2015.

If a product is faulty, damaged, misdescribed or not what you ordered, contact shop@lalaboutique.co.uk as soon as reasonably possible. Include your order number and a description of the problem.

Photographs of the product and packaging may help us resolve the matter more quickly, but photographs are not an absolute condition of exercising your legal rights.

Your statutory remedies depend on the circumstances. In summary:

• during the first 30 days after delivery, you will normally have a short-term right to reject non-conforming goods and receive a refund;
• after that period, you will normally be entitled to request a repair or replacement;
• if repair or replacement is impossible, unsuccessful, not provided within a reasonable time or causes significant inconvenience, you may be entitled to a price reduction or a final right to reject; and
• if a fault is discovered within six months of delivery, it is generally presumed to have been present at delivery unless we establish otherwise or that presumption is incompatible with the nature of the product or fault.

This is a summary and does not limit any longer or additional rights available under applicable law.

9. Return costs for faulty or incorrect products

We will bear the reasonable return cost where a product is faulty, damaged, misdescribed or incorrect.

Depending on the circumstances, we may provide a prepaid return method or agree to reimburse reasonable postage. Please contact us before paying for an unusually expensive return service.

We may inspect a returned product to determine the nature and cause of the issue. This does not make your statutory remedy discretionary.

Where a refund is due for faulty goods, it will be made without undue delay and within 14 days after we agree that you are entitled to it, using the original payment method unless you expressly agree otherwise. No refund fee will be charged.

10. Products damaged or lost during delivery

We remain responsible for goods while they are being carried by Evri until risk passes as described in our Shipping Policy.

A remedy for a parcel lost or damaged before risk passes does not depend on Evri first compensating us or completing its internal claim process.

Please contact us promptly so that we can investigate the delivery and provide an appropriate replacement or refund.

11. Sale products

Sale, promotional and discounted products have the same statutory cancellation and product-quality rights as full-price products.

12. Exchanges

We do not currently offer direct exchanges.

If you want a different size, colour or style, return the original eligible product for a refund and place a new order. The replacement order will be subject to the price and availability shown when it is placed.

This does not prevent us from providing a replacement as a statutory remedy for a faulty or incorrect product.

13. Complimentary gifts

You do not need to return a complimentary gift when returning or cancelling purchased products.

A complimentary gift has no separate cash or refund value and cannot normally be exchanged separately. Contact us if the gift appears faulty or unsafe. Nothing in this section excludes any legal right applying to it.

14. Complaints

If you are dissatisfied with the handling of a return or refund, email shop@lalaboutique.co.uk or write to:

Jagoda Bąkowska trading as LALA BOUTIQUE
12 Gate Close
Borehamwood
WD6 5DF
United Kingdom

Please include your order number and relevant details. We aim to respond within one to two working days.