Returns & Exchanges

At Llorie, we want you to feel confident about the pieces you choose. Please review each product’s details, measurements, materials and colours before ordering. If something is not right, the information below explains your options.

Changing Your Mind

For most items purchased online, you may cancel your order for any reason within 14 days of receiving it. Please email us within that period to let us know you wish to cancel. You then have a further 14 days to send the item back.

You may inspect an item as you would in a shop. Please handle it with care and, where possible, return it with its original packaging. If handling beyond what is necessary to inspect the item reduces its value, we may make a deduction from your refund.

For a change-of-mind return, you are responsible for the return postage cost. Please contact us before sending an item back so we can provide return instructions.

Items Excluded from Change-of-Mind Cancellation

The 14-day cancellation right does not apply to items made to your specifications or clearly personalised. Other legal exceptions may apply to particular products, such as sealed goods unsuitable for return for health or hygiene reasons once the seal has been broken. Where an exception applies, we will make this clear before purchase.

An item is not automatically excluded simply because it is handmade, produced in a small batch, made after you order or sold at a reduced price. Your rights if an item is faulty remain unaffected.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged, incomplete or different from what you ordered, please contact us as soon as you can. Photos of the item and packaging can help us resolve the issue more quickly, but you do not have to report a fault within 7 days to retain your statutory rights.

We will review the issue and provide the remedy you are entitled to under UK consumer law. Depending on the circumstances, this may include a refund, repair or replacement. If a return is required because an item is faulty or incorrect, we will cover reasonable return costs.

Handmade Details and Colour

Some Llorie pieces may have handmade, hand-finished or small-batch details. Slight differences in stitching, texture, pattern placement or finishing may occur where these are part of the product’s stated character. However, this does not affect your rights if an item is faulty or does not match its description.

Colours may appear slightly different under different lighting or on different screens. We aim to show and describe each product as accurately as possible.

How to Contact Us

Email support@llorie.co.uk and include:

Your order number
A brief description of your request or the issue
Clear photos, if you are reporting a fault, damage or an incorrect item
Photos of the packaging, if the item was damaged in transit

We will reply with the next steps and, where needed, return instructions.

Refunds

For an eligible change-of-mind cancellation, we will refund the item price and the cost of our standard delivery option, where applicable. If you chose a more expensive delivery method, the additional delivery cost will not be refunded.

We will issue the refund to your original payment method within 14 days of receiving the returned item, or within 14 days of receiving evidence that you have sent it back, if earlier. Your payment provider may take additional time to show the refund in your account.

This policy does not limit your statutory rights.