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Terms & Conditions

Terms & Conditions

Do I have the right to cancel?

You may cancel your order within 14 days of receiving the goods. After we receive the return, we’ll issue a refund within 14 days. However, delivery charges (beyond standard shipping) are not refunded. A cancellation fee may apply if the order was dispatched but not yet delivered. 

What’s your liability for service interruptions or missing content?

We may amend or withdraw the website or services at any time. We’re not liable if the site partially or fully becomes unavailable. Periodic changes to terms may occur without notice. 

What happens if delivery is delayed or address is wrong?

Deliveries depend on courier or Royal Mail and can be delayed for reasons beyond our control. We aren’t liable for such delays or orders with incomplete/incorrect addresses. Address changes are possible before dispatch but might incur fees. After dispatch no changes can be made. We do not deliver to freight forwarders, PO boxes, BFPOs, or hotels. 

What if my parcel doesn’t arrive?

Please allow:

  • 5 working days for claims with courier
  • 10 business days for UK Royal Mail
  • 20 business days for Royal Mail Europe
  • 25 business days for Royal Mail rest of world
Then contact us at contact@lappella.com. 

 

Can I exchange my item?

No exchanges—please place a new order and return the original for refund. 

What happens if I receive faulty goods?

If a manufacturing fault is found within 6 months of receipt, email contact@lappella.com with a description and photo. We'll issue a returns form for refund, repair or replacement. Returns shipping is covered using second-class post. Refunds are typically issued within 30 days. 

What about liability and legal protection?

We exclude liability for indirect or consequential loss, except where prohibited by law. For matters out of our control, we are not liable. Our maximum liability is the product cost (less discounts). 

What are your intellectual property and account security policies?

All website content (text, images, trademarks) is owned by Lappella and cannot be copied without permission. You’re responsible for safeguarding your account credentials; notify us immediately if you suspect unauthorized access. 

What about payment, pricing and ownership of goods?

We accept PayPal and major UK debit/credit cards (excluding Amex). Payment is taken when your order is packed. Prices include VAT and are charged in GBP. You’re responsible for exchange rate differences. Ownership transfers to you once we receive full payment. 

What privacy protections do you offer?

We use SSL encryption and don’t store your full credit card details. Personal data is never sold or shared. For full details, see our Privacy Policy.

How do you resolve disputes?

If we can't resolve a complaint, you can escalate via The Retail Ombudsman or the EU Online Dispute Resolution (ODR) platform. Note: we’re not legally bound to participate.

Which law applies?

The contract is governed by English law, and English courts have exclusive jurisdiction. VAT number: 374629368; Company number: 13246396.