Shipping 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.
RETURN CONDITIONS
To be eligible for a return, the item must:
- be in the same condition in which it was received;
- be unused;
- retain any original tags;
- be returned in its original packaging;
- be accompanied by the receipt or proof of purchase.
A return request must be submitted and approved before any product is sent back.
Returns sent without prior authorisation may not be accepted.
HOW TO REQUEST A RETURN
To start a return, please contact:
Please include:
- your full name;
- your order number;
- the email address used to place the order;
- the reason for the return.
Once your request has been reviewed, we will provide the applicable return instructions.
Authorised returns must be sent to:
Lucy Manchester / Ricardo Milheiro
Rua do Bairro 11
2430-643 Vieira de Leiria
Leiria
Portugal
Please do not send any item back before receiving our return instructions.
RETURN SHIPPING COSTS
Unless the item is defective, incorrect, damaged on arrival, or applicable law requires otherwise, return shipping costs are the responsibility of the customer.
Lucy Manchester does not provide free return labels for voluntary returns.
We recommend using a tracked shipping service, as the customer remains responsible for the parcel until it is received at the return address.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order when it arrives.
If your item is defective, damaged or different from what you ordered, contact us as soon as possible at:
Where possible, please include clear photographs of the product and its packaging.
We will review the case and provide an appropriate solution.
Where an item is confirmed to be defective or incorrect, necessary return shipping costs will be covered by Lucy Manchester where required by applicable law.
EXCEPTIONS / NON-RETURNABLE ITEMS
Certain products may not be eligible for return, including:
- customised or personalised products;
- perishable goods;
- personal care or hygiene products that have been opened and cannot be returned for health or hygiene reasons;
- hazardous materials;
- flammable liquids or gases;
- gift cards.
If you are unsure whether your item is eligible for return, please contact us before sending it back.
EXCHANGES
We do not offer direct product exchanges.
If you would like a different item, you may request a return of the original product and, once the return has been processed, place a new order separately.
UK CONSUMER CANCELLATION RIGHTS
Where applicable under UK consumer protection law, customers purchasing goods online may have a statutory right to cancel certain distance purchases within 14 days without giving a reason.
Where this right applies, the customer may be responsible for the direct cost of returning the goods if this was communicated before purchase.
Customers may only be held responsible for any reduction in value caused by handling the goods beyond what is necessary to establish their nature, characteristics and functioning.
Statutory exceptions to cancellation rights may apply, including for certain personalised, made-to-order, perishable, sealed hygiene or other exempt products.
Nothing in this policy is intended to restrict any mandatory consumer rights available under applicable UK law.
REFUNDS
Once we receive your returned item, we will inspect it and notify you whether your refund has been approved.
Where applicable, refunds will be issued using the same payment method used for the original purchase.
Internal refund processing may take up to 10 working days after approval.
Your bank, payment provider or card issuer may require additional time before the refunded amount becomes visible in your account.
If more than 15 working days have passed since your refund was approved, please contact:
CONTACT INFORMATION
Legal operator: Ricardo Milheiro
Trading name: Lucy Manchester
Legal status: Sole trader established in Portugal
Registered address:
Rua do Bairro 11
2430-643 Vieira de Leiria
Leiria
Portugal
Email: support@lucy-manchester.com
Website: lucy-manchester.com