Returns & Refunds

We hope every item you receive from Little Cottage Loves sits beautifully in your home. However, if in the event something isn't quite right, we're here to help.

Please always contact us before sending any return so we can be ready to receive it and process your refund promptly – further details on how to do this are below:

To make your relevant return information easy to find, we have split it into two distinct categories.

Large Items & Specialist Delivery
Boutique & Smaller Postable Items

Each section has slightly different elements, so it is important you read fully

Large Items & Specialist Delivery

Firstly, you can identify if your item is classed as Larger & Specialist Delivery by looking for the Specialist Delivery notation on the website product page (this can be found below the product copy). 

This category typically applies to our larger investment items, such as our garden furniture, large sideboards, kitchen island, as well as some of our specialist outdoor items.

We have done this because these items are delivered via a specialist fleet directly from our trusted chosen supplier, as they have 50 plus years offering high-quality branded products and expert knowledge in handling logistics across the UK. Our return steps follow a specific process which aligns to our supplier, with the goal of protecting your purchase, so it is important you follow the steps below. 

We understand this is an important process and we will be on hand to guide you as quickly as possible. Being such a small team allows us to dedicate support to you.

Important Note:

Please do not start a return without contacting us, we will need to carefully facilitate where your item will be returned to. We cannot accept returns without coordination via ourselves and we cannot be held responsible for items returned incorrectly

Receiving your item – important steps for you to take:

Visible Damage on Arrival

In the very unlikely event that your item arrives with obvious damage to the external packaging, you are fully entitled to refuse the delivery with the driver. In fact, we encourage you to do so. 

Why? Well, this will send the item straight back to its original starting point. It's much less hassle for you and will allow us to step in and support re-ordering without the delay of returns. 

Packaging

It might seem unusual to have this at the top of a return policy; however, the packaging is a critical piece of the puzzle in a smooth returns process, so preserving it is paramount.

When carefully opening your item, please save the boxes and any other protective items, do not throw them away as in the (hopefully unlikely) instance of something going wrong, these are required for ensuring safe transportation and limiting further or preventing damage. Without original packaging, it makes returning these items a lot more challenging.

Checking your item

Where possible, please do your absolute best to open and check your items on the day of receipt to ensure, if needed, we can support you within our partners' reporting windows.

Storage

In all instances of returns, please store your item in a safe (and where possible dry) place within its original packaging whilst we follow the process.

 

Damages upon Receipt

The 48-Hour from Delivery Reporting window

As our policy aligns with our suppliers, we ask you to inspect your Specialist Delivery items and report any transit damage or issues within 48 hours of receiving your delivery.

Photographic Evidence

In any instance of damage, photo evidence is always necessary.

If you spot a problem after the driver has left, please capture clear photos of the damage whilst in-situ within the external packaging (this is important as it shows how / where the damage was caused during transit). We require a copy of these photos to initiate a replacement or repair with our specialist team; we are unable to proceed without them sadly.  Please leave these items as they are in their packaging.

How To Start a Large Item & Specialist Delivery Fault Early Damage Return: 

Speed is of the essence for us to help support you, so please email us immediately upon finding the issues (within 48 hours as stated above where possible).

You can email us at enquiries@littlecottageloves.co.uk

Please add Subject line: LARGE & SPECIAL ITEM DAMAGE in capitals as this helps us see your email quickly

Please include:

• Your order number
• Description of the damage  
• The condition of the packaging
• Photos of damage and if relevant damaged packaging
• Return or Refund Instruction

We will guide you through the rest of the process as we work as a team to resolve. We will communicate with you in writing via our email thread, so you are fully aware of all aspects.

Faulty Items

We source from highly reputable suppliers, and whilst very unlikely, faults can occasionally occur. If an item breaks or stops working within 30 days of delivery, please let us know straight away. If you notice a fault after 30 days, please still get in touch, we will always look at issues like this on a case-by-case basis.

We'll work with you and our supplier to assess the fault. Once the item has been inspected and the fault confirmed by our supplier, we will work together to find the best outcome for you.

If you find a fault as you are assembling your item, please halt and do not proceed with further assembly.

How To Start a Large Item & Specialist Delivery Fault Return: 

Please email us at enquiries@littlecottageloves.co.uk

Please add Subject line: LARGE & SPECIAL ITEM FAULT in capitals as this helps us see your email quickly

Please include:

• Your order number
• Description of the fault
• The condition of the packaging
• Photos of fault (short videos are also acceptable)
• Return or Refund Instruction

We will guide you through the rest of the process as we work as a team to resolve. We will communicate with you in writing via our email thread, so you are fully aware of all aspects.

For both Damage and Fault returns and depending on your selection (whether you require a replacement or a refund), we will handle the process as our priority, offering assurance as we go.

If you do require a refund, refunds will be paid back into the same account the order was placed. Generally, this takes around 5-7 working days to process, we have found it can often be quicker.

If in the instance there is no longer identical stock to replace your item, we will offer you alternative options of equal value. If that doesn’t satisfy your requirement, we will move to processing a refund.

Changed Your Mind?

Whilst we are sure you will love your beautiful new item; we understand that sometimes things just don't fit. In these instances, you may return Specialist Delivery Items within 14 days of delivery.

For 'Change of mind' returns, the customer is responsible for the actual cost of the specialist courier collection. These costs start from £150, depending on your location and the size of the item. This amount will be deducted from your final refund.

Condition & Packaging: To receive a full refund (minus collection charges), items must be returned in 'as-new' condition. This means they must be unassembled and in their original, protective packaging. We put this in place because these high-end items require specialist crating to travel safely. If an item is returned without its original packaging, it is at much higher risk of damage. Furthermore, as we can no longer sell the item as 'as new', a deduction of up to 30% will be applied to your refund to reflect the diminished value of the goods as a pre-owned item.

How To Start a Large Item & Specialist Delivery Fault Change of Mind Return: 

Please email us at enquiries@littlecottageloves.co.uk

Please add Subject line: LARGE & SPECIAL ITEM RETURN in capitals as this helps us see your email quickly

Please include:

• Your order number
• Reason for return
• The condition of the packaging
• Photos of items in their original packaging
• Return or Refund Instruction

Collecting your Large Item & Specialist Delivery Fault Change of Mind Item - Courier Collections: 

We will organise this with you via our email thread, we will agree a suitable date and time. We will share details of the collection / courier once booked.

We do require a person to be at the address; unfortunately, we cannot collect an unattended item as it will be a signed-for collection.

The item needs to be easily accessible to reduce risks for our couriers, this means no stairs and as close to the loading point as possible.

If for any reason the item is in poor condition or a condition that is different from the photos provided, we may need to refuse collection.

Please note: If a specialist collection is booked and cannot be completed due to the customer not being home or providing insufficient access, the cost of the failed attempt will be deducted from your final refund if a refund is deemed the correct resolution. A further collection fee will also be deducted if a follow-up return is still desired. We cannot collect from address that is different from the address on the original order.

Refunding your Change of Mind Return

Once your item has been received and inspected, we will process your refund. Your refund will be paid through the same channel the order was placed. It typically takes 5-7 working days, but we find can often be quicker.

As stated above the refund amount will be adjusted accordingly depending on costs associated with courier costs, restocking fees, and any other incurred costs.

 

Boutique Décor, Lighting & Small Postable Items

Damaged Items

We take great care in preparing each order using double-walled boxes, protective packaging, and our own gentle hand. It's rare for parcels to arrive damaged, but if yours does, please let us know as soon as possible, ideally within 48 hours of delivery.

Email: enquiries@littlecottageloves.co.uk
Subject line: DAMAGES (capitals help us prioritise your request)

Please include:

• Your order number
• Description of the damage
• Photos of the damaged item and packaging (if applicable)
• Whether you'd prefer a refund or replacement

We'll arrange collection at no cost to you. Once the item reaches our studio, we'll process your refund or replacement within 5-7 working days. If a replacement is no longer in stock, we'll issue a full refund. 

Faulty Items

We source from reputable suppliers known for quality craftsmanship, but faults can occasionally occur. If an item breaks or stops working within 30 days of delivery, please let us know straight away.

Email: enquiries@littlecottageloves.co.uk
Subject line: FAULTY ITEM

Please include:

• Your order number
• Description of the fault
• Photos or videos (if applicable)

We'll work with you to find the right solution, whether that's a replacement or full refund.

Changed Your Mind?

We understand that sometimes items you chose aren’t quite the right fit for your home. You may return items that fall into this category within 14 days of delivery.

To organise your Return

Email: enquiries@littlecottageloves.co.uk
Subject line: RETURN
Include: Your order number and reason for return

Returning Your Boutique Décor, Lighting & Small Postable Item

Our studio is based in a Grade II Listed Coach House on a private estate, which means we're unable to accept untracked deliveries. This is why we ask you to contact us first so we can ensure we are aware of the return process starting.

Please send your returned item via tracked postal service to:

Little Cottage Loves
The Stables, Carlton Hall
Church Lane, Carlton on Trent
Newark, NG23 6LP

It is really important you email us the tracking reference and courier name as soon as you've posted your return. This ensures we can be there to receive your parcel and process your refund promptly. Without tracking details, we cannot trace lost parcels or process refunds for items that don't reach us.

Items should be returned in their original condition with packaging intact where possible. We encourage reusing the original box or finding a suitable pre-loved alternative.

Once your return reaches our studio, we will perform a quick quality check and then as long as everything is in good condition, refund you within 5-7 working days via your original payment method.

Please note: Original delivery charges are non-refundable and return postage costs are the customer's responsibility.

Gift Cards & Sale Items

Gift cards and sale items cannot be returned unless damaged or faulty. If you've purchased with a gift card and need to return an item, your refund will be credited back to the gift card.

 All items marked seconds are non-refundable. 

 

 

 

Additional Important Information:

For returns where you are sending the parcel:

** We are unable to accept responsibility for returns lost in transit. We strongly recommend using tracked and insured services, retaining your proof of postage until your refund has been processed

Collections All Items:

** If we are arranging a collection of an item, we can only collect from the original delivery address on our system. 

** If a specialist collection is booked and cannot be completed due to the customer not being home or providing insufficient access, the cost of the failed attempt will be deducted from your final refund if a refund is deemed the correct resolution. A further collection fee will also be deducted if a follow-up return is still desired.

In transit damage 

** We cannot be held responsible for transit damage once the item has been signed for by a third party (neighbour, friend, anyone other than the person who placed order). We strongly recommend parcels are received and checked by the person who placed the order to reduce this risk.

Gen:

**Sadly, we are unable to accept liability for returns where the incorrect process has been followed. It is essential to follow the specific instructions for your item type to ensure your return is valid

**From time to time, we are delighted to offer complimentary delivery on our Specialist Delivery items. While we love passing this saving on to you, please note that our standard returns policy applies to all orders.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015