Returns Exchange & Cancel
Returns & Exchanges & Cancellations
Love Amber x Returns & Exchange Policy.
If you cancel your order late and after it has been processed at the despatch centre (i.e. printed and packed but not posted) you will be charged a restocking fee of £1. We cannot refund you once posted. It will have to be returned following the process below. Returns cannot be accepted on sale items after 14 days. You have 14 days to return after notifying us.
30 Day Return Policy 6 Month Warranty
Returned goods preferably need to be in the original package and returned within 30 days of the defect. If you change your mind and no longer want to keep the item, please return unused with all the original packaging within 30 days of ordering. A credit note or gift card will be issued shortly after receipt of the return.
Please ensure you have paid the correct postage (First class large letter stamp) and you use a padded envelope. Non-padded envelopes have arrived here empty! Please do not enclose stamps or cheques as we cannot use them. All our shipping is QR code tracked via my packing team.
The Buyer must obtain a proof of posting certificate (or country equivalent) from Royal Mail or equivalent postal service. We cannot process replacements or refunds without the actual item received. Tracking will help us locate it if it gets lost in the post.
Please ensure outside packaging is secure. We cannot be liable for loss or damage in the post due to inadequate packaging. Do not send in normal paper envelopes as they rip in the sorting machines at Royal Mail and they arrive here empty. We cannot help you if the item is missing.
For your full peace of mind, we offer a 6-month warranty on material and workmanship. Please note we cannot accept responsibility for damage resulting from misuse or overtightening of the clasps.
If exchanging please include £3.99 for return 2nd class postage and packing (we can invoice for this once return has been received rather than send cash). If returning for a bigger size, please include the price difference or your PayPal email so we can invoice you for the extra cost. We cannot accept cheques or postal orders.
If returning due to a fault or damage, please include a detailed note about what happened, your name and address and if possible your order number. We will arrange a replacement on arrival here at Love Amber x HQ. If you would like a bigger size or different design to the item returned, please enclose any price difference. Postage does not need to be included if returning due to a fault. We will need the item back to check workmanship and to batch check remaining stock. I'm afraid a photograph alone is not sufficient.
Our 6 month warranty after 30 days is for a replacement item only. We cannot refund if it has been more than 30 days since purchasing.
Gift card returns requests must be made within 7 days of purchase. Gift cards have no cash value and we cannot refund partially used cards. The receiver cannot request cash instead. The refund can only be given to the original purchaser if the full value remains and it has not been used.
If you change your mind or bought in error we cannot cover your return postage.
If you lose your item we cannot replace it. It is your responsibility to take care of the product in your possession.
Not received the item?
Please allow up to 7 working days for delivery before contacting us. Royal Mail only considers mail 'lost' after 14 days. If you have allowed the maximum time please contact us to check Royal Mail tracking for you. I am sorry but we cannot refund or replace items shown as delivered on Royal Mail / UK Mail.
We also cannot be held responsible for the item being delivered to an incorrect address provided by the customer when placing an order. The shipping address is provided on the customers' receipt and it is the responsibility of the customer to ensure it is correct before despatch.
Please note when returning for a refund credit note (not due to a fault), the original purchase price includes postage and packing of £4.99 / £3.99. This is not refundable as it offsets the return restocking fee which we pay to our warehouse team.
Please return to:
Love Amber x Ltd, 2 Haygreen Road, Witham, Essex, CM8 1FS and not to the warehouse address on the envelope it arrived in. Returning it directly to the warehouse will cause long delays to the returns process.
If you receive a defective item we will replace it. Please return the item to us with a note explaining the defect.
If you receive the wrong item, please contact us and we will arrange for the correct item to be sent to you as soon as possible. The correct packet will contain a label to stick on the envelope and post back to us so we can restock it.
Consumers have the right to cancel purchases within 14 days of receipt and this must be put in writing.
If when you order and we are out of stock, we will offer you an alternative product.
If this is not what you want then we will issue you with an immediate full refund.
You must contact us within 48 hours of receipt of goods if you wish to return part or all of your order.
If you fail to collect your item from the sorting office and it is returned to us, you will need to pay the postage and handling costs again of £3.99 / £4.99 before it is resent.
Consumer Protection (Distance Selling) Regulations 2000 and colour reproduction.
Please note that we try our hardest to reproduce the colours of the products with the photographs on our page. However, this is not always possible and the colours may differ very slightly due to it being a natural product and no two pieces are identical.
If you are unhappy with your product when you receive it please contact us within 48 hours of the day the order was delivered (cooling off period), then we will gladly refund your money on receipt of the returned product in accordance with our return policy.
We do not refund the postage or packing cost of returning any product.
Faulty or damaged products can be returned for a full refund or replacement at the discretion of the customer.
Your account will be credited within 14 days of receipt of the returned goods.
Refunds must go back to the card used for the original transaction. You cannot refund to a different credit card or payment method.
We always treat customers as we wish to be treated and will help resolve issues as quick as possible.
We abide fully by distance selling regulations.
Love Amber X
2 Haygreen Road
07904 263 313 (Mobile network rate charges apply).
Marie & Simon Clarke
Some things to try before returning:
If the anklet is slightly tight, you can tighten the little knots by pulling gently but don’t hold by clasps when doing so as they will snap. You should be able to gain a centimetre by doing this. It that doesn’t work, please return for larger but there may be further costs involved as bigger items cost slightly more.
If you purchased two anklets for one child and they are slightly tight or you find it hard to fasten them on your little wriggler then you can screw together, wrap around and fasten.
If you have purchased two anklets and they are too big, you can entwine them by adding one to the anklet, then weaving the other (under and over) and fasten as that will keep them both on. If the child likes to pull them, please keep hidden under a sock as pulling hard will cause them to snap at the safety clasps.
If the item won't stay fastened then ensure it is screwed tightly. On a rare occasion the little white screw in the clasp may be a millimetre too long. You can snip a small bit off it with a scissors and then fasten tightly.
You can see my tips here too on my blog
Please feel free to contact me if you need any more information.