I have received a faulty item?Updated 2 days ago

We are sorry to hear that you have received a faulty item. Please don’t return any damaged or incorrectly delivered items unless advised by our Customer Care Team. Doing so may delay your resolution.

Please contact our Customer Care team via the chat icon as soon as possible, so we can get this resolved for you.

Please provide the following information:

• Order number (e.g. LL123456)
• Email address used at checkout
• A clear photo of the item in full
• A close-up photo of the product fault 
• Photos of the product labels
• A brief description of the issue 
• Details of how the item has been washed and dried

Important:  To help us resolve the issue promptly, please report any faults as soon as they are noticed.

What is our faulty policy?
We operate with strict quality control procedures at every stage of the production process to minimise the risk of faulty items, so product faults are a very rare occurrence.

We have a 6-month faulty item policy. If a fault appears after this period, we kindly ask that you provide evidence showing the issue was present upon delivery or caused by a manufacturing defect. Without this, we may not be able to offer a solution.

 This policy does not cover general wear and tear, accidental damage, or issues caused by improper care. Items must be cared for in line with the instructions provided.

All claims are assessed individually by our team.