Returns and Exchanges
Your legal right to change your mind
For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it. This is subject to some conditions, as set out below.
The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day we deliver it. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.
Our enhanced returns policy
In addition, we offer our customers enhanced returns rights for most products bought online which is more generous than your legal rights as set out below. This enhanced returns policy does not affect your legal statutory rights if there is something wrong with the product(s).
Your legal rights
How our enhanced returns policy is more generous
14 days to change your mind (online sales)
30 days to change your mind (online sales)
You pay the costs of return
You pay the costs of return (unless we agree the product is faulty in which case we will cover reasonable standard return costs)
If you wish to exercise your rights under our enhanced returns policy you must let us know no later than 30 days after the day we deliver the product(s). If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.
When you can't change your mind or exercise your rights in relation to our enhanced returns policy. You can't change your mind or exercise your rights in relation to our enhanced returns policy in relation to an order for:
- products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
- products that are made to your specifications or are clearly personalised; and
- products which become mixed inseparably with other items after their delivery.
How to let us know. To let us know you want to change your mind or exercise your rights in relation to our enhanced returns policy, contact our customer service team by email to email@example.com.
You have to return the product(s) at your own cost. You have to return the product(s) to us within 14 days of your telling us you have changed your mind or that you wish to exercise your rights in relation to our enhanced returns policy. Returns are at your own cost. You should send the product(s) back to us tracked using an established delivery service and using the original packaging and with the original paperwork. We don’t issue returns labels. You should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the product(s) at all or within a reasonable time we won't refund you the price.
Please include the returns card which came with your order, completed with your order number and the return or exchange information. If you no longer have the returns card, please add a note with your return giving your name, order number and request.
Returns for customers outside of the UK. We aren’t able to cover the postal cost of a return or exchange items from overseas. If you decide to return or exchange an item the cost will be covered by you and any duty or charges raised by Customs relating to this shipment will be deducted from the refund amount owed.
Product returns should be sent to:
Little Cotton Clothes Limited
Maylite Business Centre
We reduce your refund if you have used or damaged a product. If you handle a product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our customer services team can advise you on whether we're likely to reduce your refund.
When and how we refund you. If you tell us you've changed your mind about a product that hasn't been delivered or one that we're collecting from you or that you wish to exercise your rights in relation to our enhanced returns policy, we refund you within 14 days of receiving the returned product(s). We refund you by the method you used for payment. We don't charge a fee for the refund.
Exchanges for customers outside of the UK.
A postage charge to send out any exchanged item will apply.
For help with returns and exchanges, contact our customer services team by email to firstname.lastname@example.org .
Please note that we required 7 days to process your refund on receipt of the returned item.
You have rights if there is something wrong with your product(s)
If you think there is something wrong with the product(s) you have received, contact our customer services team by email to email@example.com. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law.