We want you to love what you ordered. If you do not, you can send it back.
Your right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days from the day you receive your order to tell us you want to cancel it, for any reason. You then have a further 14 days to send the goods back to us.
You do not have to give a reason. To cancel, email hello@ladieswholit.co.uk with your order number, stating that you are cancelling.
Our returns window
We go further than the law requires. You can return any unused item, in its original condition and packaging, within 30 days of delivery.
How to return something
- Email hello@ladieswholit.co.uk with your order number and what you would like to return.
- We will confirm by email.
- Pack the item securely, include a note with your order number, and post it to the address below.
Returns address
Ladies Who Lit Returns
20 Jesty Road
Alresford
Hampshire
SO24 9JA
United Kingdom
Who pays for return postage
- If you have changed your mind, you pay the return postage. We recommend a tracked service and ask you to keep proof of postage. Until the parcel reaches us it remains your responsibility.
- If the item is faulty, was damaged in transit, or is not what you ordered, we pay. Email us first and we will either send a prepaid label or refund your postage cost.
Refunds
Once we have received and checked your return we will refund you using the same payment method you used to order. We aim to do this within 5 working days of receiving the item, and in every case within 14 days. Your bank or card provider may take a further 3 to 5 working days to show the money in your account.
If you cancel under your statutory 14 day right, we refund the price of the goods plus the standard outbound delivery charge you paid. If you chose an upgraded delivery option, such as UK Express, we refund the cost of our cheapest standard delivery option rather than the upgrade.
If you return an item outside your statutory cancellation period but within our 30 day window, we refund the price of the goods only, not the original delivery charge.
We may reduce a refund to reflect any reduction in the value of the goods caused by handling them more than was necessary to examine them.
Items we cannot accept back
- Items that have been used, worn, washed or damaged after delivery.
- Candles that have been lit.
- Gift cards.
None of this affects your rights if an item is faulty, arrives damaged, or is not as described.
Faulty or damaged items
Under the Consumer Rights Act 2015, if an item is faulty you have 30 days from delivery to reject it for a full refund. After 30 days you are entitled to a repair or a replacement. If something arrives broken or develops a fault, email hello@ladieswholit.co.uk with your order number and a photograph and we will put it right.
Orders that have not arrived
If your order has not arrived within the delivery window set out in our delivery and shipping policy, email us with your order number. We will chase it with the carrier and, if it is lost, replace it or refund you.
Exchanges
We do not run a formal exchange process. Return the item for a refund and place a new order for the one you want.
Complaints
Email hello@ladieswholit.co.uk and we will do our best to sort it out. If you are not satisfied, consumers in the UK can get free independent advice from Citizens Advice.
Last updated 19 August 2026.