CANCELLATION AND RETURN POLICY

Eve Lom  – Cancellation and Returns Policy

We hope that you are happy with your order, but if for some reason you are not we have set out below a summary of your rights in the event that you wish to return a product. Full details in relation to such rights can be found in our Terms and Conditions for Online Sales. 

Please follow the 4 steps outlined below to exercise your cancellation rights and return your goods to Eve Lom:

Step 1

As you are a consumer you may, in accordance with the Consumer Contracts Regulations 2013, cancel your order and obtain a refund (or exchange) within 14 working days from delivery. 

Please e-mail our Customer Services team through the “Contact Us” page on our website at www.evelom.com to obtain a returns authorisation number (“RAN”). You will need to provide full details of your customer order number (which is provided in the documentation that arrives with your order) together with details of the items you wish to return.

Step 2

Once you have received your RAN, please enter it into the space provided on the Returns Form included in the documentation you receive with your order. You also need to indicate on this Returns Form whether you would like a refund, replacement or exchange. Please remember that in order for the return to be processed you must ensure that the completed Returns Form is enclosed within your return package.

Step 3

Please return your package by recorded delivery using the pre-printed shipping label supplied with your order documentation. Please ensure that you obtain a proof of postage when you do so as we do not accept responsibility for items which are lost in transit.

All items must be returned unused, with authentic labels and in original packaging. You are responsible for returning the products to us as soon as possible. If goods returned are not in a re-sellable condition, we may not accept your return.

Unless the goods are faulty, you will be required to arrange and pay for the cost of returning them to us. 

Customers should have regard to any labelling and packaging guidelines produced by Royal Mail or any other courier used.

Step 4

All returned goods will be examined upon receipt. We will not provide a full refund if the goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.

Your right to return goods does not apply to goods (i) made to your specification; or (ii) which have been clearly personalised (e.g. by being engraved); or (iii) which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly; or (iv) where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.

We will process your return as quickly as possible and will notify you by e-mail once your refund, replacement or exchange has been processed. During busy periods, please allow a maximum of 30 working days for your refund, replacement or exchange to be processed. Please note that delivery charges are not refunded. 

If you would like any further information about this Returns Policy, please contact our Customer Services team through the Contact Us page.

The above cancellation and refund rights are in addition to your statutory rights (under the Consumer Rights Act 2015) to return goods which are damaged or faulty, or not what you originally ordered. Further details of these rights are set out in our Terms and Conditions for Online Sales.