Refund policy
Returns & Refunds
Everything we make is made by hand here in Herefordshire, and we want you to be happy with it. If something isn't right, get in touch and we'll sort it out.
Changed your mind
You have 14 days from the day your order arrives to let us know you'd like to return it. Just email info@lost-valley.co.uk with your order number and what you'd like to send back, and we'll reply with the return address.
Once you've told us, you have a further 14 days to post the items back to us.
Items need to come back unused and in the condition you received them, with any packaging or tags. You're welcome to open a parcel and have a proper look at what you've bought, just as you would in a shop — but if items come back damaged or showing signs of use beyond that, we may reduce your refund to reflect the loss in value.
Return postage
For change-of-mind returns, return postage is at your own cost. We'd recommend a tracked or proof-of-postage service, as we can't refund items that don't reach us.
If an item is faulty, damaged or not what you ordered, we cover the return postage — see below.
Items we can't accept back
Because they're made specifically for you and can't be resold, we can't accept change-of-mind returns on:
- Personalised items — anything engraved or printed with a name, date, initials or your own wording
- Name plates and door signs
- Bespoke and commissioned pieces made to your own design or measurements
This doesn't affect your rights if a personalised item arrives faulty, damaged or not as described — those rights still apply in full.
Choosing a colour, design or slogan from the options on a product page doesn't count as personalisation, so those items can be returned as normal.
Refunds
Once your return reaches us we'll check it over and refund you within 14 days, to the original payment method.
Your refund includes what you paid for the items plus our standard delivery charge on the original order. If you chose a quicker or upgraded delivery service, we refund the standard rate rather than the upgrade. If you're returning only part of an order, the delivery charge isn't refunded.
Exchanges
Happy to swap something for a different colour, design or size. Email us within the same 14 days and we'll arrange it. You cover the postage sending the item back, we cover the postage sending the replacement out. If there's a price difference either way we'll sort that out with you first.
Faulty, damaged or wrong items
If something arrives faulty, damaged, or isn't what you ordered, please email info@lost-valley.co.uk within 30 days of delivery with your order number and a photo if you can. We'll put it right — a replacement or a full refund, whichever you'd prefer — and we cover return postage.
After 30 days, if a fault develops we'll repair or replace the item. If that isn't possible or doesn't fix it, you're entitled to a partial or full refund.
These are your legal rights under the Consumer Rights Act 2015 and nothing in this policy affects them. They apply to personalised and bespoke items too.
Damaged in the post
If your parcel arrives damaged, please photograph the packaging as well as the item before unpacking any further, and email us within 7 days. The photos help us claim from the courier, and we'll replace or refund your order.
Getting in touch
Email: info@lost-valley.co.uk Phone: 07810 353544