Refund policy
We want you to love your order! If something isn't right, we're here to help.
UK Orders
Your Right to Cancel (UK Law) Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your items without giving a reason. To exercise this right, you must notify us in writing within this 14-day window by contacting us at lovetodoodle@outlook.com.
Once you have notified us, you have a further 14 days to return the items to us. Items must be unused, in their original condition, and in original packaging. The cost of return postage is your responsibility unless the item is faulty or incorrect.
Refunds Once we receive and inspect your return, we'll process your refund within 14 days to your original payment method. We reserve the right to reduce your refund if the item has been used or its value diminished.
Damaged or Incorrect Items If your order arrives damaged or you've received the wrong item, please contact us within 30 days of delivery with a photo and your order number. This is in addition to your statutory rights under the Consumer Rights Act 2015. We'll make it right straight away.
Mystery Bundles – Special Return Conditions Mystery Bundles are subject to the same 14-day cancellation right under UK law. However, as a condition of return, all items included in the bundle must be returned — we are unable to accept partial returns of Mystery Bundle contents. All items must be unused, in their original condition, and in original packaging. Refunds will only be issued once all bundle items have been received and inspected.
Non-Returnable Items The following items cannot be returned unless faulty:
- Personalised or custom-made items
- Items marked as final sale
- Any Mystery Bundle where not all items are being returned
Exchanges We don't offer direct exchanges. You're welcome to return your item in line with the policy above and place a new order.
Non-Receipt of Orders If you haven't received your order, please first:
- Confirm your delivery address was entered correctly at checkout
- Check with neighbours or any safe places the parcel may have been left
- Check for a delivery attempt card from your postal carrier
If your order is still missing, please contact us at lovetodoodle@outlook.com within 30 days of your expected delivery date. We'll investigate with the courier on your behalf. Please note that we cannot accept responsibility for parcels marked as delivered by the courier. In such cases, we recommend contacting your local delivery depot and, if necessary, filing a report with your local police station, which we may require before processing any claim.
Your Statutory Rights Nothing in this policy affects your statutory rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
International Orders (United States)
Please note that the following terms apply to all orders shipped to the United States.
Mystery Bundles Our mystery bundles are curated with care and are non-returnable unless the items arrive damaged or faulty. By their very nature, mystery bundles contain a surprise selection of products — we're unable to accept returns based on personal preference or bundle contents.
Damaged or Faulty Items If your order arrives damaged or you've received an incorrect item, please contact us within 14 days of delivery at lovetodoodle@outlook.com with a photo and your order number. We'll review your claim and, where damage or fault is confirmed, issue a full or partial refund to your original payment method, reflecting the value of the affected items.
Non-Receipt of Orders If your order hasn't arrived within 30 business days of your dispatch notification, please contact us and we'll investigate with Royal Mail on your behalf.
Please Note We do not offer change-of-mind returns for international orders due to the cost and complexity of international return shipping. This does not affect any rights you may have under applicable local laws.