Returns and Refund Policy
At Abbey Lane, we want you to be happy with your purchase. We accept eligible returns for both change-of-mind purchases and products that are faulty, damaged, or incorrect.
This policy applies in addition to any rights you may have under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Important Information
- Our 30-day money-back guarantee gives you 30 days from the date of delivery to request a return for a change-of-mind purchase.
- Refunds for approved returns are generally processed within 14 days after the returned product has been received and assessed.
- No restocking fees apply.
- For change-of-mind returns, return shipping costs are generally the responsibility of the customer.
- Exchanges are accepted for eligible change-of-mind returns, subject to availability.
- Faulty, damaged, or incorrect products are handled separately in accordance with applicable consumer law.
- Nothing in this policy limits or excludes your rights under UK consumer law.
Return Procedure
For change-of-mind returns, you have 30 days from the date of delivery to contact us and request a return.
To be eligible for a change-of-mind return, products should be:
- Unworn
- Unwashed
- Unused
- In their original condition
- Returned with the original packaging where reasonably possible
Certain products may not be eligible for return where health, hygiene, or other applicable requirements prevent their return. Any applicable exclusions will be communicated before or during the return process.
To start a return, contact us at:
Please include your order number and the reason for your return. Our customer service team will provide you with the return instructions.
Please pack the product securely and use a reliable shipping service.
For change-of-mind returns, return shipping costs are generally the customer's responsibility unless otherwise approved by our customer service team.
Refunds
Once an approved return has been received and processed, we will generally issue the applicable refund to the original payment method.
Refunds are generally processed within 14 days after the returned product has been received and assessed.
The time it takes for the refund to appear in your account may also depend on your bank or payment provider.
If you have not received your refund after the applicable processing period, please contact us at info@abbeylane2010.co.uk and include your order number.
Exchanges
We accept exchanges for eligible change-of-mind returns, subject to product availability.
If you would like to exchange an item, please contact us at:
Please provide your order number and tell us which product you would like to exchange.
If the requested replacement product is unavailable, we may offer an alternative solution, including a refund where applicable.
Faulty, Damaged or Incorrect Products
If your product arrives damaged, defective, faulty, or different from what you ordered, please contact us as soon as reasonably possible at:
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging where applicable
We will assess the issue and provide an appropriate remedy in accordance with applicable law.
Depending on the circumstances, your rights under UK consumer law may include a repair, replacement, or refund.
If a product is confirmed to have a problem covered by UK consumer law, we will handle reasonable return costs in accordance with applicable law. Please keep any receipts for reasonable return postage or transport costs.
A faulty product does not need to be returned in its original packaging in order to exercise your statutory rights.
UK Consumer Law
Our products come with statutory rights that cannot be excluded under UK consumer law, including the Consumer Rights Act 2015.
You may be entitled to a repair, replacement, refund, or price reduction depending on the nature and severity of a product problem.
For online purchases, you also have the right under the Consumer Contracts Regulations 2013 to cancel your order within 14 days of receiving it. If you cancel, we will refund you within 14 days of receiving the goods back or evidence that you have returned them.
These rights are separate from our voluntary 30-day money-back guarantee and may continue to apply beyond the 30-day period.
Nothing in this Returns & Refund Policy is intended to exclude, restrict, or modify any rights or remedies that cannot legally be excluded, restricted, or modified under UK law.
Cancellations
If you would like to cancel an order, please contact us at info@abbeylane2010.co.uk as soon as possible after placing your order.
We will make reasonable efforts to accommodate cancellation requests before an order has been processed or dispatched.
Once an order has been processed or dispatched, we may be unable to cancel it. However, this does not affect any rights you may have under applicable consumer law.
Contact
Abbey Lane is operated by Smopie, a company registered in the Netherlands.
Company Name: Smopie
Company Registration Number: 78230187
Address: Willem 2 Plein, 25, Valkenswaard, Noord-Brabant, 5554AJ, Netherlands
Trading Name: Abbey Lane
Email: info@abbeylane2010.co.uk
Phone: +44 1134900271
Customer Service Hours
Monday to Friday: 9:00 am to 5:30 pm (UK time)
We aim to respond to customer enquiries within one business day.