Return and refund policy
Last updated: September 2026
At Lucy Manchester, we want our return and refund conditions to be clear before you make a purchase.
We offer a 30-day return policy, which means you may request a return within 30 days of receiving your order, subject to the conditions below.
Return Conditions
To be eligible for a voluntary return under our 30-day return policy, the item should:
- be in the same condition in which it was received;
- be unworn and unused, except where reasonable inspection is permitted by law;
- retain any original tags;
- be returned with its original packaging where reasonably possible;
- be accompanied by proof of purchase.
Please contact us before returning an item so that we can provide the correct return instructions.
How to Request a Return
To request a return, contact:
Please include:
- your full name;
- your order number;
- the email address used when placing the order;
- the item you wish to return;
- the reason for the return, where applicable.
Once your request has been reviewed, we will provide the relevant return instructions.
Please do not send products back before receiving our return instructions.
Return Address
Authorised returns should be sent to:
Lucy Manchester / Ricardo Milheiro
Rua do Bairro 11
2430-643 Vieira de Leiria
Leiria
Portugal
Return Shipping Costs
For voluntary returns where the product is not faulty, damaged or incorrect, the customer is responsible for the direct cost of returning the item, where permitted by applicable law.
We recommend using a tracked shipping service.
Where an item is defective, damaged or incorrect, we will handle reasonable return costs where required by applicable law.
UK Consumer Cancellation Rights
Customers purchasing goods online in the United Kingdom may have a statutory right to cancel eligible distance purchases within 14 days after receiving the goods, without giving a reason.
After notifying us of the cancellation, the customer normally has a further 14 days to return the goods.
Where this statutory cancellation right applies:
- no restocking fee will be charged;
- the customer may be responsible for the direct cost of returning the goods where this was disclosed before purchase;
- the original standard delivery cost will be refunded where required by law;
- any reduction in refund will only be made where permitted by law, including where the value of the goods has been reduced by handling beyond what is reasonably necessary to inspect them.
Nothing in this policy limits any mandatory rights available under UK consumer law.
Damaged, Defective or Incorrect Items
Please inspect your order after delivery.
If your item is damaged, defective or different from what you ordered, contact us as soon as possible at:
Please include:
- your order number;
- a description of the issue;
- clear photographs of the product;
- photographs of the packaging, where relevant.
We will review the issue and provide an appropriate solution in accordance with applicable consumer law.
Exceptions / Non-Returnable Items
Certain products may be excluded from cancellation or return where permitted by law, including:
- personalised or customised products;
- perishable goods;
- sealed hygiene or personal-care products after the seal has been broken where legally exempt;
- hazardous materials or flammable substances;
- gift cards, where applicable.
If you are unsure whether a product is eligible for return, please contact us.
Any statutory consumer rights relating to faulty, damaged or misdescribed goods remain unaffected.
Sale and Promotional Items
Products purchased at a reduced price or as part of a promotion remain subject to any mandatory consumer rights that apply.
Any additional voluntary return conditions applicable to a particular promotion will be clearly disclosed before purchase and will not restrict rights that cannot legally be excluded.
Exchanges
We do not currently offer direct exchanges.
If you would like a different item, you may return the original product where eligible and place a new order separately.
Refunds
Once we receive your returned item, we will inspect it and notify you of the outcome.
Where a refund is approved, it will normally be issued to the original payment method.
Where statutory UK cancellation rights apply, refunds will be processed within the period required by applicable law.
For other eligible returns under our voluntary 30-day policy, internal refund processing may take up to 10 working days after approval.
Your bank or payment provider may require additional time before the refund appears in your account.
If more than 15 working days have passed since we confirmed that your refund was processed, please contact:
Contact Information
Legal operator: Ricardo Milheiro
Trading name: Lucy Manchester
Legal status: Sole trader established in Portugal
Registered business address:
Rua do Bairro 11
2430-643 Vieira de Leiria
Leiria
Portugal
Email: support@lucy-manchester.com
Website: lucy-manchester.com