If you are purchasing as a consumer, you may notify us that you wish to cancel an eligible online purchase within 14 days of receiving your order.To request a return, please contact us at concierge@theprelovedlobby.com and include your name, order number and the item you wish to return.Once you have notified us, we ask that you dispatch your return within 7 days wherever possible. Where you are exercising your statutory right to cancel, the item must be returned no later than 14 days after notifying us of your cancellation.Unless the item is faulty, damaged, incorrect or materially not as described, the customer is responsible for the cost of returning the item.We strongly recommend using a tracked, signed-for and fully insured service appropriate to the value of the item.Nothing in this policy affects your statutory consumer rights.

Returned items must be handled with care and returned with all components originally supplied.Where applicable, this includes:dust bagsstraps and chainspouchesboxesauthenticity materialscards and bookletskeys or padlocksdetachable accessoriesany other components supplied with the itemYou may inspect an item in the same way that you reasonably would in a physical shop.However, if an item has been used or handled beyond what is reasonably necessary to establish its nature, characteristics and condition, and this results in a reduction in value, we may make an appropriate deduction from the refund where permitted by law.For pre-owned or vintage items, signs of wear or imperfections that were clearly disclosed in the product description or photographs are not considered faults simply because the item is pre-owned.

Items will be dispatched with a The Preloved Lobby security and/or return tag attached.Please do not remove, cut, alter or tamper with the security tag until you are certain that you wish to keep the item.Our security tags form part of our return verification process and help us confirm that the item returned is the same item originally dispatched and assess whether its condition has materially changed.Removal of a security tag does not remove or restrict your statutory consumer rights.However, where an item has been handled or used beyond what is reasonably necessary to inspect it and this has resulted in a reduction in value, we may make an appropriate deduction from the refund where legally permitted.

For quality control, fraud prevention, order verification and dispute resolution, orders may be video-recorded during the inspection, preparation and packing process prior to dispatch.Recordings may show:the purchased itemits condition at the point of dispatchidentifying features where applicableincluded accessoriespackagingsecurity or return tagstamper-evident sealsorder or SKU referencesrelevant dispatch informationThese recordings help us verify the condition and contents of an order at the point it leaves The Preloved Lobby.Packing recordings are stored securely and are normally retained for up to 30 days after dispatch.Where a complaint, chargeback, delivery dispute, suspected fraud or other investigation is ongoing, the relevant recording may be retained for longer where reasonably necessary.Further information can be found in our Privacy Policy.

All returned items are inspected upon receipt.Where appropriate, a returned item may be compared against our:original listing photographspre-dispatch photographscondition recordsauthentication recordsserial numbers or other identifying informationsecurity tag informationpacking recordspacking footageThis allows us to confirm that the item returned is the same item originally supplied and to assess its condition following return.If there is evidence that an item returned to us has been substituted, altered, damaged, tampered with or materially changed following delivery, we reserve the right to investigate the matter and take any action available to us under applicable law.Nothing in this section affects your statutory consumer rights.

Customers returning an item from outside the United Kingdom are responsible for arranging the return unless the item is faulty, incorrect, damaged on arrival or materially not as described.International returns should be sent using a tracked and fully insured service appropriate to the value of the item.When completing customs documentation, the parcel must be clearly identified as a returned purchase / returned goods and not as a new commercial sale.Customers are responsible for completing all customs documentation accurately.If duties, taxes, customs charges or courier fees are incurred because return documentation has been completed incorrectly, we may deduct reasonable costs actually incurred from the refund where legally permitted.If you are unsure how to complete your return documentation, please contact us before dispatching the parcel.

Once your return has been received and inspected, any refund due will be issued to the original payment method.Where you exercise your statutory right to cancel an eligible online order, refunds will be processed within the applicable legal timeframe.Where required by law, we will also refund the cost of our standard delivery service.If you selected an upgraded, express or premium delivery option, any additional amount above the cost of our standard delivery service will not normally be refundable.Where an item has been handled beyond what is reasonably necessary and this has resulted in a reduction in value, an appropriate deduction may be made where permitted by law.Please allow additional time for your bank or payment provider to display the refund after it has been processed.If your item is faulty, damaged, incorrect, materially not as described or you have an authenticity concern, please contact us at [EMAIL ADDRESS] so that we can review the matter.

Orders placed through TikTok Shop must be managed directly through TikTok.If you wish to request a return, refund, cancellation or report an issue with a TikTok Shop order, please submit your request through the TikTok Shop order system so that it can be correctly recorded and processed through the platform.The Preloved Lobby cannot process a TikTok Shop refund directly outside of TikTok where the original purchase was made through the platform.If you have any questions about your order or need help understanding the process, please feel free to contact us at:concierge@theprelovedlobby.comWe’ll be happy to assist where we can, but any formal return or refund request for a TikTok Shop purchase must still be submitted through TikTok.