Shipping and Returns

Returns Policy

Order Cancellations

You have the right to cancel your order for any item purchased from LORDANDBERRY subject to the conditions listed below. This does not apply to items listed in the OUTLET section of the website for which sales are final.

Order cancellations must be made in writing, quoting your order number, within 7 working days of the day after you receive the goods to Customer Care.

To cancel your Order please contact us at [email protected].  If however your order has already been processed, you will need to return the order to us.

Please read the Return or Exchange an item section below.


Return or exchange an item

If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition* within 7 days of receipt. We will issue a full refund (excluding original delivery charge) on receipt, or exchange the item for a different item / color if preferred. Some products are non-returnable; these are clearly marked with a '+' next to the product name or available in the Outlet section of the store.

Please note:

  • The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
  • The cost of returning the item to us is your responsibility.
  • The parcel can take up to 7 working days to be returned to our Warehouse, unless sent via special delivery.

To process your return please write to [email protected] to obtain the return address, the Return Authorization Number (RAN) for your order and return form that you will have to complete and return in the parcel with your original invoice.  Please do always write to [email protected] confirming your NAME, FAMILY NAME, ORDER NUMBER, AND ZIP CODE. Please note either for partial or full return or exchanges - returned items should be untouched and in their original packaging.  Any shipment should be mailed to the attention of, return department and the return address for your order. 


Professional account should write to [email protected] for clarifications on how to manage their returns. Professional accounts are entitled to return unused products subject to approval of their customer service support and are entitled to a credit in form of voucher or exchanges. 


Regrettably, any original shipping cost is not refundable.  Please note that only products purchased from will be accepted for return. We regret that we cannot accept exchanges at this time. In the event of any perceived abuse(s) of this Satisfaction Guarantee, to be determined at the sole discretion of Lord&Berry a return may not be honored.


Faulty Item

If the item you received is faulty, please contact customer care at [email protected] quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return and you will receive a return-shipping voucher from our customer service. You have 30 days from receipt of the faulty item to return it to us.


I received the wrong item

If the item you received is not what you originally ordered, please contact customercare at [email protected]  quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.


This returns policy does not affect your statutory rights.

*Note: We will be unable to accept the return of any item where there is evidence that the following instructions have not been followed. The item must unused and should be returned in its original packaging with any enclosed documentation. Other care guidelines: Avoid contact with perfume, deodorant, hairspray or water.  Handle with care and do not apply any unnecessary force.



Your order is received pack and ready for shipping within maximum two working days. On average we ship the following days. Once your order is received we email you an ORDER CONFIRMATION. Once your order is shipped we mail you the order shipping confirmation with the tracking number. Please add us to your preferred senders list and check your spam mail for order confirmations.