RETURN POLICY

Returned items must comply with our returns policy:

  • Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included.
  • If an item has a Lobster Claw security tag or brand tag attached,it must be returned with the tag in its original position.

Please take care when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.

If you would like to return or cancel an item that has been made to your specifications, please view our ‘Customised Items’ section below for further information or contact Customer Service for assistance.

RETURNS PROCESS

Free Returns Pick Up

We are pleased to offer a free returns collection service to all customers for any purchases that meet our Returns Policy. Your returned item must arrive back to us no later than 14 days after your delivery date. We recommend that you book your return pick-up within 7 days of your delivery date to ensure that it arrives on time.

To book a free returns pick-up:

  • Step 1: Contact info@lobster-claw
  • Step 2: Confirm your pick up address and a convenient collection time We will send you a collection confirmation email with all the details you’ll need to complete the return.

What happens next?

Prepare your package with the documents enclosed in your order

  • Place the item(s) with all the original packaging inside the Lobster Claw box and leave it open for the courier to check the contents.
  • Attach the Return Label (shipping waybill) and a signed Return Note to the outside of your box and hand the courier the spare copies of both documents.

Cancelling an order

Depending on where you live, you can also choose to cancel your order under the CCRs (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013). If you choose this option we will refund you the full price for any returned item that meets our Returns Policy and the original delivery fee; Please view our Terms & Conditions for further information on

cancelling an order under the CCRs or contact our Customer Service Advisors for assistance.

Refunds

Once your return has been received and accepted by our partner, your refund will be completed via the original payment method, excluding the delivery costs. We’ll keep you updated every step of the way. You can follow the return of your package with our carrier using the tracking number on your Returns Label, or you can check the status in My Account under ‘Orders & Returns’.

If you choose, we can issue your refund as credit;

Faulty items

It is our aim that every item arrives in great condition and we hope you’re always thrilled with your purchase. If you receive an item in a flawed or damaged condition,or if it doesn’t quite match the description on site, please advise Customer Service as soon as possible. Where possible we will arrange for a new replacement to be sent to you or a return for a full refund of the defective item.

CUSTOMISED & VINTAGE ITEMS

Customised Items

Due to the nature of customised orders, and the fact that they have been specially created for you, we will not be able to accept returns unless the customised pieces were damaged or faulty when delivered to you.

Vintage or deconstructed items

Pre-worn goods sold at, such as Vintage pieces, have undergone rigorous inspection prior to sale to guarantee their quality, precision and authenticity. As such, these valuable and timeless pieces should be treated with great care as with new items, and returned in the same condition in which they were received.

If any of your purchases arrive in a flawed or faulty condition, or without designer tags attached, please contact Customer Service for assistance with your return.