(Last Updated: 12 April 2025)

1 Our Returns Promise

At My Little Lord, we want you to be delighted with your purchase. This policy outlines your rights and our procedures for returns and refunds, ensuring compliance with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Please note that your rights differ depending on whether the item purchased is personalised or non-personalised, and whether the item is faulty or you have simply changed your mind.

2 Returning Non-Personalised Items (Your Right to Cancel / Change of Mind)

This section applies only to items purchased from My Little Lord that have not been personalised or made to your specific requirements.

• Your Right to Cancel (Cooling-Off Period): Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 calendar days without giving any reason. This cancellation period starts the day after you receive the item(s).  
• How to Notify Us: To exercise your right to cancel, you must inform us of your decision within the 14-day period. Please do this by sending a clear statement via email to st***@**********rd.com. Please include your order number and state that you wish to cancel the contract. You may use the model cancellation form provided by law if you wish, but it is not obligatory. (Download our form).
• Returning the Item: Once you have notified us of your decision to cancel, you must return the item(s) to us without undue delay and, in any event, no later than 14 calendar days from the day you informed us of your cancellation. Items must be returned in their original condition: unworn, unused, with all original tags attached, and ideally in the original packaging.  
• Return Costs: You are responsible for paying the direct cost of returning the item(s) when cancelling under this cooling-off period. We recommend using a tracked delivery service, as the item remains your responsibility until we receive it.  
• Refund: We will issue a full refund for the item(s) returned, including the cost of our standard outbound delivery charge. The refund will be processed without undue delay, and no later than 14 calendar days after the day we receive the item(s) back from you, or (if earlier) the day you provide evidence that you have returned them. We reserve the right to make a deduction from the refund for loss in value of any goods supplied if the loss is the result of unnecessary handling by you (i.e., handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, similar to how you might handle them in a shop).  

3 Returning Personalised Items

• No Change-of-Mind Returns: Items that are made to your specifications or are clearly personalised (e.g., clothing with names, specific dates, or custom designs chosen by you) are exempt from the 14-day cooling-off period described in Section 2. This means, by law, we cannot accept returns or offer refunds for personalised items simply because you have changed your mind. We encourage you to check all personalisation details carefully before submitting your order.  
• If a Personalised Item is Faulty: If a personalised item you receive is faulty, damaged, or not as described, your statutory rights still apply. Please refer to Section 4 below.

4 If Your Item is Faulty, Damaged or Incorrect (Your Statutory Rights)

This section applies to all items purchased from My Little Lord, including personalised items.

• Your Statutory Rights (Consumer Rights Act 2015): Under the Consumer Rights Act 2015, the goods we supply must be of satisfactory quality, fit for the purpose they are intended for, and as described on our website.  
• Reporting the Issue: Please inspect your order upon receipt. If you believe an item is faulty, damaged, or incorrect, please contact us immediately or as soon as reasonably possible after discovering the issue. Email us at st***@**********rd.com with your order number, a clear description of the fault or issue, and photographic evidence if possible. Prompt reporting helps us resolve the issue quickly.
• Your Remedies: If an item is confirmed as faulty, not as described, or unfit for purpose, you are entitled to the following statutory remedies:
  • Within 30 Days (Short-Term Right to Reject): You have the right to reject the goods and receive a full refund if you report the fault and return the item within 30 calendar days of receiving it.  
  • After 30 Days (Right to Repair or Replacement): If 30 days have passed, or if you prefer not to reject the goods initially, you have the right to request a repair or a replacement item free of charge. We will aim to do this within a reasonable time and without causing significant inconvenience. We are entitled to one attempt at repair or replacement.  
  • If Repair/Replacement Fails (Final Right to Reject / Price Reduction): If the repair or replacement is unsuccessful, impossible, not completed within a reasonable time, or causes significant inconvenience, you then have the right to claim a price reduction or exercise a final right to reject the goods (claim a refund). A deduction for use may apply to refunds requested more than 6 months after purchase.  
• Return Costs for Faulty Items: My Little Lord will cover the reasonable costs of returning items that are faulty, damaged, or incorrect. We will provide instructions on how to return the item, which may include providing a pre-paid shipping label or refunding your postage costs upon receipt of proof of posting cost.  
• Refund for Faulty Items: If a refund is agreed upon, it will be processed within 14 calendar days of us agreeing that the refund is due (e.g., after receiving the returned item and confirming the fault).  

5 How to Make a Return or Report an Issue

1. Contact Us First: Before sending any item back, please email us at st***@**********rd.com. Include your order number, the item(s) you wish to return, the reason for the return (e.g., “Change of Mind – Non-Personalised Item” or “Faulty Item – Describe Fault”), and your desired outcome (e.g., refund, exchange, repair).
2. Wait for Instructions: We aim to respond to your email within 24 business hours. We will confirm if the item is eligible for return (based on this policy) and provide you with clear instructions on how to proceed, including the correct return address: My Little Lord, Returns Dept, 171 Gladiator Road, Cambourne, CB23 6JZ, United Kingdom. Please do not send items back without receiving confirmation and instructions from us.
3. Package Your Item: Please package the item securely to prevent damage during transit. Use the original packaging where possible. Include a note with your order number or a copy of your proof of purchase inside the parcel. Remember, the item is your responsibility until it reaches us. For returns where you are responsible for postage (Section 2), we recommend using a tracked service and retaining proof of postage.  
4. Send the Item: Send the item back to the address provided in our instructions. For cancellations (Section 2), this must be done within 14 days of notifying us. For faulty items (Section 4), please return promptly as instructed.

6 Return Shipping Costs Summary

• Change of Mind Returns (Non-Personalised Items only): You (the customer) are responsible for return postage costs.
• Faulty, Damaged, or Incorrect Items (All Items): We (My Little Lord) will cover reasonable return postage costs.

7 Processing Your Refund

• Inspection: All returned items will be inspected upon receipt to ensure they meet the conditions outlined in this policy (e.g., condition for change-of-mind returns, confirmation of fault).
• Notification: We will notify you via email once we have received and processed your return, confirming if a refund or other remedy has been approved.
• Timeline: Approved refunds will be processed back to your original payment method within 14 calendar days of us receiving the returned item (or proof of postage for cancellations) or confirming eligibility for a refund due to a fault. Please note that it can take additional time for your bank or credit card company to process and post the refund to your account.  

8 Exchanges

Exchanges are subject to stock availability.

• Non-Personalised Items (Change of Mind): If you wish to exchange a non-personalised item for a different size or colour (within the 14-day cancellation period), please state this when you contact us (Step 1, Section 5). You will be responsible for the return postage cost of the original item. We will advise if any price difference applies and confirm arrangements for the replacement item. We may charge for outbound postage of the exchanged item (we will confirm this with you).
• Faulty/Incorrect Items: If your item is faulty or incorrect, a replacement is one of the primary remedies available under your statutory rights (Section 4). If you request a replacement, we will cover the cost of returning the faulty item and sending the replacement item to you.  
• Process: Please follow the process outlined in Section 5, indicating your preference for an exchange.

9 Non-Returnable Items Summary

Unless they are faulty, damaged, or not as described (in which case your statutory rights under Section 1.4 apply), the following items cannot typically be returned:

• Personalised or custom-made items (due to change of mind).
• Gift Cards.  
• Sale items (for change of mind returns only, if clearly marked as non-returnable for this reason at the time of purchase. Your statutory rights for faulty sale items remain unaffected).  
• Any items sealed for health protection or hygiene purposes, if the seal has been broken after delivery.  

10 Contact Us for Returns

For any questions regarding returns or to initiate a return process, please contact our customer service team:

• Email: st***@**********rd.com
• Address: My Little Lord, 171 Gladiator Road, Cambourne, CB23 6JZ, United Kingdom

This policy does not affect your statutory rights as a consumer under UK law.