Refund policy

Returns & Exchanges Policy

We take great care in producing quality garments and want you to love your purchase. If something isn’t quite right, please review our policy below.

Returns & Exchanges

  • Returns or exchanges must be requested within 10 days of receiving your order.

  • Items must be unworn, unwashed, and in original condition, with all tags still attached.

  • Items that have been worn, washed, altered, or damaged will not be accepted.

  • Personalized, Sale, or promotional items are final sale, unless faulty.

How to Request a Return (Step-by-Step)

  1. Email us within 7 days of receiving your order at info@lullabyrock.com

  2. Include the following in your email:

    • Order number

    • Item(s) you’re returning

    • Reason for return or exchange

    • If exchanging: your preferred size/colour/style

  3. If the item is faulty or incorrect, please attach:

    • Clear photos of the issue

    • A short description of the problem
      (Faults/incorrect items must be reported within 48 hours of delivery.)

  4. We’ll reply with the return approval and your return options:

    • Drop-off / exchange in person at our Faerie Glen studio (by appointment), or

    • Courier return (your own courier, or we can help arrange The Courier Guy)

  5. Once we receive and inspect the item, we will:

    • Process your refund (to the original payment method), or

    • Dispatch your exchange item (subject to stock availability)

Faulty or Incorrect Items

  • If you receive a faulty or incorrect item, please notify us within 48 hours of delivery and include clear photos.

  • Once approved, we will take responsibility for the courier fee and arrange the return and replacement or refund.

Size or Style Exchanges

If you would like to exchange an item for a different size, colour, or style, you may choose one of the following options:

  • Exchange in person at our studio in Faerie Glen (by appointment).

  • Arrange your own courier for the return.

  • Request our assistance in arranging a courier. We are happy to help by obtaining quotes and arranging collection via The Courier Guy. Courier costs for these exchanges are the responsibility of the customer.

  • Personalized, Sale, or promotional items are final sale, unless faulty.

Refunds

  • Approved returns may be refunded in cash to the original payment method or exchanged, depending on your preference.

  • Refunds will be processed within 7 business days after the returned item has been received and inspected.

Processing & Availability

  • All exchanges are subject to stock availability.

  • If an exchange item is unavailable, a refund or store credit will be issued.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@lullabyrock.com.