Returns and Refunds

At Lovebrook & Green, we work with independent ethical brands to bring you beautifully made, thoughtfully sourced products. We hope you love everything you buy—but if something’s not quite right, we’re here to help.

Your Right to Cancel

If you’ve bought something online, by mail, or over the phone, UK law gives you the right to cancel your order—even if the item isn’t faulty. This is part of your consumer rights under what’s known as distance selling regulations.

You have:

  • 14 days from the date your order is delivered to request a return
  • Once you’ve made your request, another 14 days to send the item back

You can return items for any of the following reasons:

  • The product is faulty
  • You’re within the return period
  • Something is missing from your order
  • Your order was delivered to the wrong address
  • The product didn’t match the description or wasn’t as advertised
  • It just wasn’t quite what you expected

However, there are exceptions to this. The following items can not be returned.

  • Perishable (e.g. food or flowers),
  • Personalised or custom-made, or
  • Sealed for hygiene reasons and opened (e.g. skincare or lingerie).

How to Request a Return

You can request a return and refund by:

  • Logging into your account on the Lovebrook & Green website
  • OR clicking the link in your order confirmation email

When you make a return request, please:

  • Choose the reason for returning your item
  • Upload a photo if the item is damaged or faulty (if possible)
  • Decide if you’d like a full refund (for all items in your order) or a partial refund (for just a few)

As a department store, each brand we feature takes care of its own returns. Some brands may offer free returns, while others may ask you to cover return postage.

You’ll find each brand’s return policy on the relevant product page. We recommend reviewing this before placing your order.

Whatever the reasons you’ve requested a return, we’ll do our best to make things right.

Returning Your Items

To be eligible for a refund:

  • Items must be in new, unused condition
  • They must be returned in all their original packaging, undamaged

If the item is faulty, the brand will cover the return, in other cases brands may ask you to pay for the return.

Every package should include a returns label from the brand, with the exception of packages from homeware brands.

If you’re missing a return label, let us know and we’ll help.

When You'll Get Your Refund

Once the brand receives your returned item, they’ll issue your refund within 10 days.

If the brand is set up to handle refunds automatically through our system, you’ll be notified as soon as your return is confirmed.

If you have any questions or need help with your return, our Customer Care team is just an email away: customercare@lovebrookandgreen.com

Our Role

Lovebrook & Green facilitates your purchase as a department store. While each brand is responsible for its own returns, we:

  • Require all sellers to comply with UK consumer protection laws.
  • Help mediate where needed, to ensure you’re treated fairly.

If you’re not sure how to return an item or haven’t received a reply from a brand, please contact our customer care team at customercare@lovebrookandgreen.com and we’ll step in to assist.

Thank you for shopping with Lovebrook & Green.