Delivery and Returns

Delivery

Please note we are currently under Tier 4 Restrictions in North Norfolk, and therefore will only be posting once per week to limit travel. Postal services are still experiencing delays so we ask for you to please be patient when waiting for your order. 

Current restrictions and delays on postage can be found here: https://personal.help.royalmail.com/app/answers/detail/a_id/5317/related/1/session/L2F2LzEvdGltZS8xNjA5NTk5MzE0L2dlbi8xNjA5NTk5MzE0L3NpZC9mVXM2YllVY0FHRUQlN0V5QTg4RlFMWnpNVDdXTm1BMHRvN0hBVXd4R1hFalo0ck5lJTdFVFZsb3o5ejUwbUNHeE9TazJGY1BjRXVoMDVIbmlNVmNETk9YX0hORFZwV3M0Y251blhDZkkzN3NLcFlVSDJwOFJtem9RdGR3JTIxJTIx 

If we are unable to post to your address we will message you and hold your order until shipping reopens. There are considerable delays across the world and we will not be able to mark a shipment as missing until the required time has lapsed by Royal Mail. 

For UK deliveries, we send Leather Goods and Planners via Royal Mail tracked services and all other items via standard Royal Mail.

For International Orders, we will still ship with Royal Mail tracked or signed services where possible, however, final delivery will be via your own postal service. International orders will be shipped with the relevant customs forms – buyers are responsible for any import duty or charges your customs / border agencies may make.

Once a parcel has been sent, this is out of our hands and delivery times could be affected by things such as seasonality, weather conditions, or shortages of staff in sorting offices. 

We offer flat rate shipping, and where possible will try to combine orders if you reach out to us. Sometimes this will not be possible if your first order has already been processed. 

 Please be aware that we will dispatch to the address entered at the checkout stage, so please ensure it displays all the correct details. If your parcel is returned to us because the postal service is unable to deliver, we will contact you to rearrange delivery. This will be at your cost.

Returns and Cancellations

We accept returns on all standardised items within 30 days of receipt. Please email us at lewislouisauk@gmail.com with the subject line “Return” prior to sending any items. Buyers are responsible for any return shipping costs and we would advise gaining proof of postage. Once the items have arrived back with us in full resalable condition we will process your refund. Please note the buyer is responsible for any loss in value if goods are not returned in their original unused condition.

For non-custom planner orders we recommend using a tracked insured method of shipping for any returns, please note returned planners are subject to a 15% restocking fee which will be deducted from any refund. 

Due to the personalised nature of some of our products, we are unable to accept returns for any custom items unless the item has a manufacturing fault. Although we carefully select our materials, leather is a natural product, and as such marks, scars, creases and blemishes in the leather do not count as faults. These marks are part of the story of your piece of leather, which will continue to change as it continues its journey with you. Please also remember these are handcrafted items and not mass produced using machinery.

Please make sure you double-check your order before placing it, we cannot guarantee that any changes or cancellations will be possible after we’ve received your order as it may have already been processed. If you realise an error soon after ordering, please email us at lewislouisauk@gmail.com with the subject line “Change or Cancel” and if possible we will rectify it for you.

If returning an item from outside of the UK, please mark the package with ‘RETURNED GOODS’ so that it does not attract Import Customs Duty. The Customer is responsible for suitably labelling the package to show this. Any package insufficiently marked and hence charged duty will have this amount deducted from any refund.

If an item arrives damaged-in-transit, please take photos and contact us immediately so that we may contact our delivery provider and attempt to resolve the situation.

Worldwide Shipping Available
100% Secure Checkout

PayPal / MasterCard / Visa

© Copyright Lewis + Louisa 2018-2021 All Rights Reserved

Skip to content