Refunds, Returns & Cancellation Policy

Lula's Tales & Trinkets

Last updated: 26 October 2026

At Lula's Tales & Trinkets, we want you to love your purchases! We take great care when selecting, describing and packaging our books, vintage treasures and gifts.

However, we understand that sometimes things don't work out. Please read our returns and refunds policy below.

1. Your Right to Cancel – 14 Days

Under the UK Consumer Contracts Regulations 2013, customers purchasing online generally have the right to cancel their order within 14 calendar days of receiving their goods, without giving a reason.

To exercise your right to cancel, please contact us within this 14-day period, clearly stating that you wish to cancel your purchase.

Once you have notified us, you have a further 14 calendar days to return your item.

Please contact us before sending anything back so we can provide the correct return address and instructions.

2. Returning Unwanted Items

If you have changed your mind about your purchase:

• You are responsible for the cost of return postage, unless otherwise agreed.

• We recommend using a tracked postal service and retaining proof of postage.

• Please package your return carefully to prevent damage in transit.

• Items may be inspected as you would inspect them in a shop. If an item has been handled beyond what is necessary to establish its nature, characteristics and functioning, we may make a deduction from your refund to reflect any reduction in its value, as permitted by law.

3. Vintage & Preloved Items

Many of our beautiful treasures are vintage, antique or preloved, giving them their own unique charm and character.

Please be aware that these items may show signs of age, previous use or natural wear.

We make every effort to describe their condition accurately and highlight any known imperfections in our product descriptions and photographs.

Age-related wear or imperfections clearly disclosed before purchase will not normally be considered faults.

Your statutory consumer rights still apply to all vintage and preloved purchases, including your online cancellation rights and your rights if an item is faulty or not as described.

4. Damaged, Faulty or Incorrect Items

We carefully inspect and package orders, but occasionally something may go wrong.

If your order arrives damaged, faulty or incorrect, please contact us as soon as reasonably possible.

Where possible, include your order number, a description of the problem and photographs to help us resolve the issue quickly.

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality, taking account of factors such as age, price and condition.

If an item is faulty or not as described, you may be entitled to a full refund within 30 days of receiving it. After this period, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances.

Where a return is required because an item is faulty, damaged on arrival or incorrect, we will cover reasonable return postage costs or arrange a suitable return method.

5. Personalised & Custom-Made Orders

Certain goods made to your individual specifications or clearly personalised for you may be exempt from the standard 14-day change-of-mind cancellation right.

This exception does not automatically apply to items simply because you have selected from our standard product options.

Your statutory rights remain unaffected if a personalised or custom-made item is faulty, damaged or not as described.

6. Refunds

Once we receive your returned goods, or you provide satisfactory evidence that they have been sent back, we will process any refund due without undue delay and within the applicable legal deadline of 14 days.

Refunds will be issued to your original payment method unless you expressly agree otherwise.

For change-of-mind cancellations, refunds include the purchase price and any original standard delivery charge paid. Additional charges for premium or express delivery are not refundable beyond the standard delivery cost.

As we offer free standard UK delivery on our products, there is normally no original standard delivery charge to refund.

We do not charge administration or restocking fees for exercising statutory cancellation rights.

7. Gift Sets & Complimentary Goodie Bags

If you are returning a complete gift set because you have changed your mind, please return all purchased components included in that set.

If your order included a complimentary goodie bag or promotional gift, we kindly ask that this is also returned where possible.

Your statutory refund rights will not be restricted solely because a complimentary item has not been returned.

If only part of an order is faulty, we will assess the appropriate remedy in accordance with your consumer rights.

8. Lost or Missing Deliveries

If your order has not arrived, please contact us so we can investigate with the delivery provider.

We remain responsible for goods until they have been delivered to you or to a person you have nominated to receive them, subject to applicable consumer law.

Where an order is confirmed lost in transit, we will offer an appropriate replacement or refund.

9. How to Request a Return

To request a return, cancellation or refund, please contact us using the contact details provided on our website.

Please include:

• Your full name

• Your order number

• The item you wish to return

• A brief explanation of your request, if applicable

You do not need to provide a reason when exercising your statutory 14-day cancellation right.

Return address: Provided upon request.

Please do not send items back without contacting us first, so we can ensure your return is directed to the correct address.

10. Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

We aim to handle all returns fairly, promptly and with care.

Thank you for supporting Lula's Tales & Trinkets, a small independent UK business. Every order means so much to us!