We want you to be delighted with your purchase from Lost in the Reads. But we understand, sometimes things don’t work out.

 

Here’s what we do about returns and refunds.

1. When can you return or ask for a refund?
   1. If you received the wrong item, a damaged item, or an item with a defect, please let us know within 72 hours of receiving it. We’ll either replace it or refund it in full.
   2. If you simply change your mind, you can return new, unused items in their original condition (and packaging) within 30 days of purchase (or delivery, for online orders).
      1. What you need:
         1. Proof of purchase (receipt, order confirmation, etc.).
         2. Items in the same condition you got them: unused, unmarked, original packaging where possible.
   3. For damaged/faulty items: photos help a lot when you contact us.
2. How to return:
   1. For in-store purchases: bring the item + proof of purchase back into the shop, and we’ll process the return. 
   2. For online/mail/collection orders: email us first at [hello@lostinthereads.co.uk] to let us know what’s wrong / that you’d like to return. We’ll tell you how to send it back.
   3. Note: you may need to cover the cost of return postage if the change-of-mind is yours.
3. Refunds & Exchanges: Once we receive and inspect the item, we’ll let you know whether the refund or replacement is approved.
   1. If approved: refunds go back to your original payment method. Timing depends on your bank / payment provider.
   2. If exchanging: we’ll replace it with the same item (if in stock) or offer something equivalent. 
4. Items we cannot accept for refund / exchange:
   1. Items that are no longer in original condition, or have been used.
   2. Items not in their original packaging (unless the packaging was damaged in transit).
   3. Items returned after the 30-day period (unless faulty).
   4. Any digital goods once downloaded.
5. Change of mind vs Faulty:
   1. If the item is faulty / wrong, we’ll cover return postage.
   2. If it’s just “change of mind,” you’ll be responsible for returning it (unless we decide otherwise).
6. Other information:
   1. Sale / discounted items are refundable or exchangeable under the same conditions, unless explicitly stated otherwise.
   2. We may refuse refunds / exchanges if the item is not returned in a resalable condition.