Refund policy
If you have any questions or need assistance, please don’t hesitate to contact us at support@leoandgrace.co.uk — we’re here to help.
Returns
Retail customers may return eligible non-custom items within 28 days of delivery.
Please note: Orders placed by limited companies, sole traders, or other trading entities are considered business-to-business (B2B) purchases and are excluded from consumer cancellation rights. Any return requests for B2B orders are reviewed on a case-by-case basis.
To be eligible for a return:
- The item must be unused and in its original packaging
- You must provide proof of purchase
- A photo of the item’s condition may be requested before confirming the return
- Made-to-order or customised items are non-returnable unless faulty, damaged, or not as described
Customers are responsible for organising and covering the cost of return shipping unless the item is faulty, damaged, or incorrect.
Items should be packaged securely when returned. If damage occurs due to inadequate return packaging, a deduction may be made where permitted by law.
All returns must be sent to:
Léo & Grâce
Unit 3, Moxon Court
Northallerton Business Park
Thurston Road
DL6 2NG
Once received, our team will inspect the item. If the return meets our resalable standards, your refund will be processed within 7 working days.
Please contact us before returning any item so we can provide return instructions and ensure your return is processed correctly.
To initiate a return, please contact: support@leoandgrace.co.uk
Cancellations
You may cancel your order before it has been dispatched.
We are unable to cancel:
- Orders that have already been dispatched
- Made-to-order or customised items
- Trade/B2B orders
If your order has already been dispatched and is returned to us due to non-delivery or refusal, it will be treated as a return and may be subject to a restocking fee.
For the best chance of cancelling your order before dispatch, please contact our customer service team as soon as possible after placing your order.
Where a cancellation is accepted, refunds are typically processed within 7 working days. Once issued, your payment provider may take additional time to return the funds to your account.
Damages and Issues
Please inspect your order upon delivery and contact us within 48 hours if:
- The item is damaged
- The item is defective
- You received the wrong item
Please include photos and details of the issue to help us investigate quickly.
If your order arrives visibly damaged, we recommend refusing delivery where possible and asking the courier to return the item to us.
Signing for an order does not affect your statutory rights. However, we ask customers to report any transit damage within 48 hours where possible so we can raise a claim with the courier.
Refunds, repairs, or replacements for faulty, damaged, or incorrect items will be provided in line with your statutory rights, provided the item has not been cut, modified, or installed.
Once a damaged item has been returned and inspected, refunds are typically processed within 10 working days.
To report an issue, please contact: support@leoandgrace.co.uk
Refunds
Once your return is received and approved, your refund will be issued to your original payment method within 10 business days.
Please note that your bank or payment provider may take additional time to process the transaction.
If you haven’t received your refund after 15 business days, please contact us at support@leoandgrace.co.uk.
Missing Items
If something is missing from your delivery, please email support@leoandgrace.co.uk and we’ll raise a claim with the courier. Courier investigations can take up to 72 hours, although we aim to resolve issues as quickly as possible.
If your tracking shows the item as delivered but you haven’t received it, please contact us within 24 hours by email so we can investigate promptly.
Claims for missing parcels must be submitted by email so we can keep a written record and assist efficiently.
If the courier confirms delivery and provides valid proof of delivery, we may be unable to issue a refund. However, we will do everything we reasonably can to help resolve the issue.
Statutory Rights
This policy does not affect your statutory rights under UK consumer law.