Returns
Christmas Return Period
We know customers like to plan ahead for the festive period, so any items bought from 1st November will be eligible for return until 28th January 2025 (as long as in a resellable condition, with all tags attached). At this time of year, due to the volume of sales, we receive a lot more returns, so they may take 5-7 working days to be processed from the point they are returned to us by Royal Mail.
At Lighthouse, we understand that sometimes you may need to return or exchange an item. We want to make this process as easy and hassle-free as possible for you.
Our Returns Policy
Our usual returns period is 30 days from the date you receive the goods. Within this timeframe, you can return or exchange any item purchased from our store. Please ensure all tags/labels are attached and that the item is in a resellable condition.
Refunds and Processing Time
Once we receive your return in our warehouse, we will process your refund within 5-7 working days. Please allow up to 10 working days from the date you send back your return before contacting us. We will notify you via email once the return has been processed. Please note that refunds may take up to 5 days to appear in your account, depending on your card issuer.
How to Return an Item
If you are located in the UK, we offer a free returns service.
There is no returns label in the package - please follow the instructions below to return.
If you want to return an item to us and you are in the UK, go to the Royal Mail's Returns Portal at the link below:
https://www.royalmail.com/track-my-return#/details/1448
You then have two options. Both require you to fill in the form at the above link.
PRINT AT HOME: You'll be able to print out a returns label, and you will receive a confirmation email with all the details you need to return the parcel. Complete a cover note or mark on the packing slip the items being returned, the reason why, and whether you wish to have a refund or exchange for another size/colour. Just pop the label on your package and take it to the post office.
QR CODE: Go to the same link:
https://www.royalmail.com/track-my-return#/details/1448.
The QR code will be emailed to you, and you can print your label at select Post Offices. Make sure to get proof of postage from the Post Office when you send it back.
What if I have no printer?
If you don't have access to a printer, you can use the QR code option mentioned above. Simply visit the Royal Mail's Returns Portal and follow the instructions to obtain the QR code. This way, you can print your label at select Post Offices.
Need Help?
If you have any difficulties generating your freepost return label or need assistance with any aspect of the returns process, please don't hesitate to contact us at help@lighthouseclothing.co.uk. We are here to help and ensure that you have a smooth and stress-free returns experience.
FAQ
Q: How long do I have to return an item?
A: You have 30 days from the date you receive the goods to return or exchange an item.
Q: How long does it take to process a refund?
A: Once we receive your return, we will process your refund within 5-7 working days. Please allow up to 10 working days from the date you send back your return before contacting us.
Q: Can I return an item if I changed my mind?
A: Yes, you can return an item if you changed your mind within 30 days of receiving the goods.
Q: Do I need to pay for return shipping?
A: If you are located in the UK, we offer a free returns service. Please follow the instructions provided above to generate your freepost return label.
Q: What if I don't have access to a printer?
A: If you don't have access to a printer, you can use the QR code option mentioned above to print your label at select Post Offices.
Q: What if my item is faulty?
A: Contact us at help@lighthouseclothing.co.uk. Please attach photos of the fault if possible. Please note that faulty items may need to be returned for inspection before any replacement is issued.
Q: How do I return an item received as a gift?
A: Returned gift items have to be refunded to the purchaser. If you want to swap or return your gift, the purchaser will need to get back in touch with us directly, or you will need to know their name/order number.
Q: Can I return to you if bought from a bricks and mortar retailer?
A: You can only return goods purchased through lighthouseclothing.co.uk. If you purchased from another online retailer or shop, you will need to contact them directly.
Q: I have only worn my coat out once but I realise I don't like the design. Can I return it?
A: I am afraid not. Please ensure all returned items have not been worn (other than "tried on"), are in their original packaging, and still have the original hang-tags attached.
INTERNATIONAL RETURNS
Attach the Returns Address Label to the original packaging. You can create and print your label on our International Return partner ZigZag Global's Site. Just fill in your order number and postcode, then select the items and reason for return. You'll need to pay for the postage*, except where the item is faulty. In this instance contact us at help@lighthouseclothing.co.uk before proceeding. You’ll get a return label to print out, a confirmation email and instructions with all the details you need to return the parcel. Please allow 21 days for returns to come back to us.
*IRELAND: Customers based in Ireland will have their returns label pre-paid.