We always aim for 100% customer satisfaction. Judging by our companies repeat customer’s, we are certainly hitting our target. However, on the rare occasion when a customer feels disappointed with their purchase, we have several options.

• Get in touch with our customer service team at info@ladyalexander.co.uk and explain the issue
• Make them aware of who purchased the product, and the product itself.
• give us time to respond. (Most issues are resolved within 24 hours)

If after you contacted our customer service team, you’re still not entirely satisfied with your purchase, we will begin processing your refund or exchange provided the following criteria is met:

– All goods must be returned within 14 calendar days of being received by the purchaser.
– The customer is responsible for postage costs on returning an item unless faulty on receipt.
– Items must be in original sealed packaging (with tags if applicable).

Please refer to our returns policy below or contact us directly.

We carefully inspect all items prior to dispatch. All items are packaged carefully with care to protect them in transit.

What? Nothing yet? Ok, this shouldn’t be too difficult to sort out.

Ok, so let me guess, you were excitedly sitting by the front door, waiting for Santa to bring your goodies from Auntie Lucinda, but you’re still waiting, and still nothing! Well assuming you were on the nice list, (and if you were naughty, that’s ok too,) we have two options here. Firstly:

✅ Have you checked the tracking number you were assigned with your order. If so, we will contact the courier immediately to find out the state of play. Sometimes, especially during holiday seasons, shipping can potentially be delayed.

✅ Have you checked that it hasn’t been placed somewhere safe? Or potentially given to a neighbour? (Don’t worry, all shipped items are discreetly posted, so no one will know what it is).

✅ Most couriers will make a second attempt to deliver any items posted, but failing this, we will post a replacement item asap.

Great question! Our products are all factory tested, and are held to the highest standards. But on the rare occasion where a faulty item slips the through the cracks (no pun intended), we will ask that you return the faulty item, and upon receipt of your faulty product, we will provide you with a replacement. No questions asked. But first:

✅ Check the batteries are new

✅ Ensure they are the correct batteries (and the right way up).

✅ Check the battery compartment, sometimes, they may have a small plastic disk which needs to be removed by you.

✅ Are the batteries sealed in plastic?

✅ If USB rechargeable, make sure the USB connection is correct, and that the item has been given enough time to fully charge.

✅ We generally don’t advise people to use rechargeable batteries as the they can be a little larger than traditional batteries.

✅ And do ensure that you are using the correct batteries. I know, you’re thinking to yourself “Of course im using the correct batteries!) But we have heard stranger things.

✅ Make sure the battery cap is screwed on tightly. It can sometimes be something as simple as the battery cover hasn’t been screwed on enough which makes the product not work.

Great question. Naturally, most synthetic products have a very particular smell. The good news is, this is normal and usually just the smell of new silicone etc, which typically disappears with usage and cleaning. Washing with a mild cleansing product will make the smell disappear relatively quickly.

We have a vast array of cleaning and flavoured lube products which will get rid of the “plastic/new” smell.

Ok darling. We are genuinely sorry to hear that you’re not happy with your purchase, but we understand the item just wasn’t for you. For this reason, we offer a 14-day return window which starts once the goods have been received by you (the recipient).

If you’re not entirely satisfied with your purchase, we will happily accept a return or exchange. This is our process…

• Get in touch with our customer service team at info@lucindahamilton.co.uk and explain the issue
• Make them aware of who purchased the product, and the product itself.
• give us time to respond. (Most issues are resolved in 24 hours or less)

To begin this process, please get in touch with us using

info@lucindahamilton.co.uk.

We will then work with you to get the item back to us.

– All goods must be returned within 14 days of being received by the recipient.
– The customer is responsible for postage costs on returning an item unless faulty.
– Items must be in original sealed packaging (with tags if applicable).

Please refer to our returns policy below.

We carefully inspect all items prior to dispatch. All items are packaged carefully with care to protect them in transit.

Of course you can. We can issue you with a gift voucher which is good for 1 year. So don’t feel pressured into choosing another product. You have a whole year to choose. 😊

Naturally, because of the nature of what we sell, all items sent back to us which have been opened are disposed of responsibly. It’s just how we are. So shop with absolute confidence.