Return & Refund Policy
We accept returns within 30 days of delivery. If your purchase isn’t quite right, our simple returns and refunds process makes it straightforward. This page explains what’s eligible, how to send items back, and when to expect your refund. Please note that this agreement applies to all purchases shipped within the United Kingdom.
Return Eligibility
- You may return items within 30 days after delivery.
- Returned items must be in their original condition and packaging, unused and unwashed, with all tags attached.
- For hygiene reasons, we cannot accept returns of hygiene-sensitive clothing unless faulty, or unopened and unused with any hygiene seal intact.
Return Instructions
Follow these return steps:
1. Contact Us
- Email info@lanuvo.co.uk with your order number and reason for return.
If the item is faulty or damaged, please include clear photos so we can assist you quickly.
2. Return Form & Address
- Once approved, we will send you the return form including the return address. You can also download the return form here: Download Return Form
- Please place the completed form inside the parcel.
(Full return address is also listed below in this policy for your reference.)
3. Pack & Ship
- Pack the item securely, in its original packaging where possible, with all tags attached. Send the parcel using a tracked shipping method of your choice.
4. Send Tracking Confirmation
- After posting your return, please email the tracking code to info@lanuvo.co.uk so we can monitor the shipment and speed up processing.
Return Costs
-
Change of mind / non-faulty items: The customer is responsible for obtaining the return label and covering the return shipping costs. You may use any carrier of your choice, provided the parcel is shipping with tracking.
- Faulty, damaged or incorrect items: We’ll cover the return shipping costs. In these cases, we will provide a prepaid return label by email. You may choose either a replacement or a full refund once your item is received and inspected.
Return Address
Please ship your return to:
Suite C, Level 7, World Trust Tower
50 Stanley Street, Central
999077, Hong Kong
Refunds
We’ll email you once your return is received and inspected. Approved refunds are processed within 7 business days to your original payment method (your bank/card provider may take additional time to post funds).
If your refund has not appeared within 7 business days, please contact us at info@lanuvo.co.uk
Change of Mind
If you change your mind about your purchase, you may return your item within 30 days after delivery, provided it is unused, in its original packaging, and with all tags attached. Return shipping costs in this case are the responsibility of the customer.
Exchanges
Request an exchange within 30 days of delivery. For exchanges, the customer covers return shipping (unless the item is faulty). After we receive your return, we’ll ship the replacement within 7 business days.
To request an exchange, email info@lanuvo.co.uk with your order number and the item/size/colour you’d like.
Order Cancellations
Orders can be cancelled within 24 hours of purchase by emailing info@lanuvo.co.uk and including your order number. Once we confirm the cancellation, we’ll refund to your original payment method within 7 business days.
Defective, Damaged, or Incorrect Items
Please inspect your order upon delivery and contact us as soon as possible via info@lanuvo.co.uk if the item is defective, damaged, or incorrect. Please include your order number and clear photos of the issue.
If the issue is confirmed, we will arrange a return at our own cost and provide either a replacement or a full refund, depending on your preference.
Lost Packages
If your package does not arrive within the estimated delivery timeframe, please contact us via info@lanuvo.co.uk with your order number so we can initiate an investigation with the carrier. If the package is confirmed lost, we will either send a replacement or issue a full refund at no extra cost to you.
No Restocking Fees
We do not charge any restocking fees. You will receive a full refund for the returned items, provided they meet the conditions outlined in our Return & Refund Policy.
Contact Information
If you have further questions or require assistance with returns or refunds please reach out to us:
Email: info@lanuvo.co.uk
Phone: +44 20 3807 5415
We try to answer your email within 24 hours.
Customer Service Hours (GMT, London time):
Mon – Fri: 9:00 a.m. – 5:00 p.m.
Sat – Sun: 9:00 a.m. – 1:00 p.m.