Return and Refund Policy

Overview of Key Terms

Returns are accepted within 30 days from the delivery date
No restocking fees apply
Refunds are issued to the original payment method within 7 days of approval
Return shipping costs are the responsibility of the customer. If an item is damaged, defective, or incorrect, a replacement will be issued by Lavirel upon approval.
Product exchanges are available

Return Eligibility, Conditions, and Process

Items can be returned within 30 days from the delivery date. Returned items must be unused, unworn, unwashed, in their original packaging, and include all original tags.

Return requests submitted after the 30-day return period are not accepted.

All return requests must be submitted and approved in advance. Items sent back without prior authorization will not be processed.

Items returned outside these conditions, including refused deliveries or returns sent without approval, will be rejected and returned to the sender at the sender’s expense, and no refund will be issued.

How to Start a Return

Step 1 – Request a Return:

Email info@lavirel.com to request a return authorization, and include your order number and the reason for your return in your message.

Step 2 – Receive Instructions:

Once your request is reviewed, our team will provide the correct return address and packaging guidelines. As a global online store, we do not operate a local returns warehouse. Approved returns are handled through our returns centre in Asia, and the return address provided will reflect this.

Step 3 – Prepare the Item:

Ensure the item meets the previously stated return conditions.
Please package the item securely before shipping.

Step 4 – Ship the Item:

Send the return using a tracked courier service with international tracking. Return shipping costs are the responsibility of the customer. Please ensure the parcel is trackable until delivered to the provided address. If an item is damaged, defective, or incorrect, a replacement will be issued by Lavirel upon approval.

After the item is received and inspected, confirmation is sent and the next step is completed based on your request, either a refund or an exchange.

Return Shipping, Customs & Duties

For returns due to change of mind or exchange, you are responsible for all return shipping costs, choosing a courier that supports full international customs clearance, paying any customs duties, taxes, or handling fees that arise on the return, and providing complete and accurate customs documentation. We are not responsible for return parcels that are delayed, held, rejected, or lost due to customs issues, incomplete documentation, or an unsuitable shipping method. These responsibilities do not apply to items that are damaged, defective, or incorrect.

Customs Delays and Held Parcels

When you send a return, you are the sender and importer of record for that shipment, and the shipping label and carrier are chosen and paid for by you. If your return is delayed or held at customs, resolving it is your responsibility. Please contact your chosen courier directly (for example Royal Mail, DHL, or any other logistics provider you used) and, if required, the destination customs authority, to release the parcel and settle any fees or paperwork they request. Any such fees are usually small and are settled directly with your carrier or the relevant customs office. We have no visibility into or control over third-party carriers or customs authorities and cannot intervene, release parcels, or pay customs charges on your behalf.

How Discounts Are Applied to Returns

If your order included a promotional or multi-buy discount (for example a buy-more-save-more offer, where buying more items unlocks a higher discount) and you return part of your order, your refund is recalculated. The discount applies only to the items you keep, and only if those items still meet the conditions of the promotion. If, after your return, your remaining items no longer qualify for the discount you received, the discount is removed and the items you keep are charged at their full original price. Your refund is the amount you paid, minus the full (non-discounted) price of the items you keep. Example: you order 3 items at £33.33 each (£100 total) and receive a 15% multi-buy discount, paying £85. You then return 2 items and keep 1. Because a single item no longer qualifies for the multi-buy discount, the item you keep is charged at its full price of £33.33, so your refund is £85 - £33.33 = £51.67.

Store Credit

In some cases, and at our discretion, we may offer store credit instead of a refund to your original payment method. Store credit is non-refundable, cannot be exchanged for cash, and can only be issued once per order. Any remaining balance stays on your account for future purchases.

Failed or Refused Deliveries

If a delivery attempt fails, or a parcel is refused or unclaimed and returned to us, our team will contact you to arrange redelivery where possible. If redelivery is not possible, we may issue store credit for the returned item. Where an item shows signs of use or is not in its original condition, a reduction in value may be applied before any credit is issued.

Refunds

Once returned items are received and inspected, we will notify you of the approval or rejection of your refund. If approved, refunds are issued to the original payment method within 7 days of approval. Processing times can vary depending on the payment provider.

Exchanges

You can request an exchange within 30 days from the delivery date by contacting info@lavirel.com with the details of the item you wish to exchange.

Items eligible for exchange must be unused, unworn, unwashed, in their original packaging, and include all original tags. Our team will provide step-by-step instructions and assist throughout the exchange process.

Order Cancellations

To request a cancellation, please contact us as soon as possible at info@lavirel.com.

Within 2 hours of ordering, this is our internal cancellation cut-off: we can usually stop your order before it enters processing, and you receive a full refund without needing to send anything back.

After 2 hours, your order has entered our internal processing and can no longer be cancelled this way. We may still be able to change details of your order (size, colour, or delivery address) while it is being prepared; see our Shipping Policy. If you no longer want it at all, you can still get a full refund by returning it under our 30-day return once it arrives (return shipping is the customer's responsibility), and your refund of the item price is issued once we have received the item back.

Please note: this 2-hour window is our own internal cut-off and is separate from your statutory right of withdrawal. We give you more than the standard 14-day cooling-off period: a full 30 days from delivery to return your order.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at info@lavirel.com and include:

Your order number
A description of the issue
Photos of the item and packaging

After verification, we will send out a free replacement.