Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your order to request a return.

Food items cannot be returned however all other items must be returned unused and in their original packaging to be eligible for a refund. We reserve the right to deny a refund if we find that any item has been used or not within its original condition. 

To start a return, please email us at help@louieslab.co.uk with the following information:
- Original Order Number
- Your First and Last Name
- Reason For Return

Please note that all return shipping costs are payable by you (the customer) unless any items have been received damaged. When sending your return, please obtain proof of postage to ensure you are covered in the instance of your parcel being lost. Your refund amount will not include the original postage cost paid unless items have been received damaged.

Damages & Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and rectify it.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 3-5 working days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 10 working days have passed since we’ve approved your return, please contact us at help@louieslab.co.uk.

Lost or Missing Parcels
We dispatch all UK orders using Royal Mail Tracked 24 and Royal Mail Tracked 48 services, both of which include a tracking number for you to monitor your parcel’s progress. Royal Mail Tracked 24 aims to deliver within 1–3 working days, and Royal Mail Tracked 48 aims to deliver within 2–4 working days.

Please note that while Royal Mail strives to deliver parcels within the stated timeframes, occasional delays may occur due to high volume periods, adverse weather conditions, or delivery challenges in specific regions.

If your tracking information has not updated and you have not received your parcel, please allow a period of 14 calendar days from the date of posting. This waiting period aligns with Royal Mail’s policy, which requires 14 days to pass before a lost parcel claim can be initiated.

Once the 14-day period has elapsed, please notify us as soon as possible. We will then raise an official investigation with Royal Mail on your behalf. If Royal Mail confirms the parcel is lost, we will offer you either a full refund, including the original shipping charge, or a replacement subject to stock availability.

Please note that parcels marked as “delivered” by Royal Mail but reported as not received will be handled on a case-by-case basis. We may request additional information or confirmation from Royal Mail before proceeding with any refunds or replacements.