Refund policy

Returns & Refunds Policy

Your Right to Cancel (UK Customers)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item, for any reason.

You then have a further 14 days to return the item to us.

To exercise your right to cancel, please contact us at hello@looktwice.co.uk.

Returns

In addition to your statutory rights, we offer a 30-day returns policy, meaning you have 30 days after receiving your item to request a return.

To be eligible for a return:

  • Items must be unused, unworn, and in their original condition
  • All original packaging, tags, and labels must be included
  • Proof of purchase is required

To start a return, contact hello@looktwice.co.uk. If your return is accepted, we will provide instructions on how to send your item back.

  • If your item is faulty, damaged, or incorrect, we will cover the cost of return shipping
  • For all other returns, return shipping costs are the responsibility of the customer

Items returned without prior approval will not be accepted.

Faulty, Damaged or Incorrect Items

Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund if your item is faulty, not as described, or unfit for purpose.

Please contact us as soon as possible after receiving your item so we can resolve the issue promptly.

Non-Returnable Items

The following items cannot be returned unless faulty:

  • Perishable goods (e.g. food, flowers, plants)
  • Custom or personalised items
  • Personal care goods (e.g. beauty products)
  • Hazardous materials, flammable liquids, or gases

If you are unsure whether your item is eligible, please contact us.

Pre-orders:
For pre-order items, refunds are only available if the item is faulty or damaged, as stock is reserved specifically for your order.

Exchanges

We do not offer direct exchanges.
The fastest way to receive a different item is to return your original item and place a new order.

Refunds

Once we receive and inspect your return, we will notify you of the outcome.

If approved:

  • Refunds will be issued to your original payment method
  • Please allow time for your bank or card provider to process the refund
  • If the item is faulty, damaged, or incorrect, original shipping costs will be refunded
  • For all other returns, original shipping costs are non-refundable

International Orders & Customs

International orders may be subject to import duties, taxes, and fees.

These charges are the responsibility of the customer and are not included in the purchase price.

Couriers may hold parcels for a limited time (typically around 3 weeks) pending payment. If unpaid, the parcel may be returned to sender.

Contact

For all return and refund enquiries, please contact:
hello@looktwice.co.uk