Delivery & Returns

Delivery

Processing Time

Your order will be dispatched within 2-4 working days in normal conditions. During this period of lock-down, please expect this to be a little longer. We will endeavour to be quicker.

All UK orders are sent tracked. Delivery may take longer at busy times (such as Christmas, Valentines, Mother’s Day and Father’s Day). Please allow longer shipping times during these busy periods.

Once your order has been dispatched you will be sent an email to let you know it is on its way.

In the unlikely event you have not received please contact info@lotusandlapis.com.

When you place your order, we will ask for your personal details in order to process and deliver your order. Please see the Lotus & Lapis Privacy Policy for more details.

If there are any difficulties with your order due to stock unavailability, payment or postage issues, or any errors in pricing or description we will contact you by email and/or telephone before your order is dispatched.

Delivery

All orders are sent tracked and we can provide tracking information upon request.

Any duty and/or tax incurred from cross-border shipping will be payable by the customer on delivery, therefore we recommend that you inform yourself of your customs policy where applicable.

Unfortunately, we are not able to deliver to PO Box addresses.

Delivery Damages/Errors

Every precaution is made to make sure your item arrives to you in perfect condition. Sometimes things can happen during transit out of our control but rest assured we are here to help should there be any problems or should any human errors occur (E.G. wrong product sent).
Take pictures of the damage (or resulting damage) or error and email them to: info@lotusandlapis.com and someone will be in touch as quickly as possible. If you have any concerns. Please note that all damages must be reported within 72 hours (3 days) of receipt.

An alternative product may be offered in cases where a product is no longer available or out of stock. In more severe cases, we may need to collect the damaged products from you in order to carry out a quality review investigation. You will be notified directly.

Wrong Address/Undelivered/Refused Package

We do not accept responsibility for lost packages if the customer supplies an incorrect shipping address or the package is refused at the destination.

Returns

Distance Selling Regulations

Under the EU’s Distance Selling Regulations, items purchased by customers located in the European Union are entitled to a 14 day cooling off period i.e. the right to cancel the contract of purchase. Notification of the cancellation must be received in writing within 14 working days; starting from the day after the goods are received to info@lotusandlapis.com. These regulations dictate that we will refund the cost of the item(s) ordered and, in addition to this, the original delivery charge. You are responsible for return delivery costs and highly recommend a tracked service.

Returns should be wrapped securely using the same packaging they were received in, or in appropriate packaging to ensure the goods are received back in their original condition. The order reference should be clearly displayed on the exterior label. Lotus & Lapis reserves the right to refuse a refund/exchange for damages caused by insufficient packaging.

Delivery Damages/Errors

Please note that all damages must be reported within 72 hours (3 days) of receipt.

An alternative product may be offered in cases where a product is no longer available or out of stock. In more severe cases, Lotus & Lapis may need to collect the damaged products from you in order to carry out a quality review investigation. You will be notified directly. Refund on damages cannot be issued with out clear, photographic evidence.

All returns should be sent to: Lotus & Lapis Ltd, 37 Elsiemaud Road, London, SE4 1HN

Refund Processing

Refunds will be applied against the original payment method within 2 working days from the date the return is received. Refunds may take 5-7 working days to show against an account, depending on your bank. We reserve the right to refuse a refund/exchange for damages caused by insufficient packaging.

Updated: 20th October 2020