Return Policy
The standard is issued with integrity. If something does not meet it, we will make it right.
This policy sits alongside your legal rights and never reduces them. It covers two situations: a change of mind, and an item that arrives faulty or incorrect.
CHANGE OF MIND — YOUR CANCELLATION RIGHT
Because you order online, you have the right to cancel within 14 days of receiving your order, for any reason. Tell us within that time at returns@houseoflionheart.co.uk with your order number. Once you have told us, you have a further 14 days to send the item back.
You are free to inspect a piece as you would in a shop. If an item is handled beyond that — worn, washed, or its condition otherwise reduced — we may reduce your refund to reflect the loss in value. We will always tell you before we do.
CONDITION
Return each piece as it was issued where you can: unworn, unwashed, with its tags and interior labels intact. This keeps your refund whole. It is not a barrier to your right to cancel — it protects the value of what you send back.
ITEMS OUTSIDE THE CANCELLATION RIGHT
By law, a small number of items cannot be cancelled for a change of mind:
—Personalised or bespoke pieces, made to your specification.
—Gift-with-purchase items — unless returned alongside the qualifying order in full.
These exclusions do not apply to a faulty item — see below.
FAULTY OR INCORRECT ITEMS
If a piece arrives faulty, damaged, or not as described, contact us at once with your order number and a photograph. You are entitled to a full refund, repair, or replacement, and we cover the return postage. Your statutory rights are not affected by anything in this policy.
RETURN POSTAGE
For a change of mind, the cost of return is yours to cover. Use a tracked service and keep your proof of postage — we cannot take responsibility for a return lost in transit, and untracked returns cannot be processed. Where an item is faulty or was sent in error, we cover the cost.