Refund policy

Last updated: 29 March 2026

At Lines Of White, we want you to be happy with your order. This policy explains your rights to cancel, return, exchange, or request a refund for items purchased from us. Nothing in this policy affects your statutory rights under UK consumer law.

1. Your right to cancel

If you are buying as a consumer in the UK, you usually have the right to cancel your order within 14 days of receiving your goods, without giving any reason. This is because orders placed through our website are distance sales.

To exercise your right to cancel, you must email us at info@linesofwhite.com within 14 days of receiving your order and clearly state that you wish to cancel.

Once you have told us you want to cancel, you must send the goods back to us within 14 days.

2. Change-of-mind returns

If you change your mind and want to return an item, the item must be returned in a suitable condition. We expect returned items to be:

unworn
unused
unwashed
in their original condition
with any tags still attached
returned in suitable packaging

We may reduce your refund if the value of the goods has been reduced by handling beyond what is necessary to establish their nature, characteristics, and functioning.

Unless the item is faulty, damaged, or incorrect, you are responsible for the cost of returning the item. We recommend using a tracked delivery service, as returned goods remain your responsibility until they reach the return address. Under UK rules, customers can be made responsible for return postage for cancellations, provided that information is given to them in advance.

3. Faulty, damaged, misprinted, or incorrect items

If your item arrives faulty, damaged, misprinted, or incorrect, please email info@linesofwhite.com within 30 days of delivery and include your order number, a description of the issue, and clear photos showing the problem. This reflects your supplier process, but your legal rights may still apply separately where goods are faulty or not as described.

If the issue is confirmed, we will offer an appropriate remedy. Depending on the circumstances, this may include a replacement, repair, or refund in line with your statutory rights.

4. Lost in transit

If your order appears to have been lost in transit, please contact us at info@linesofwhite.com no later than 30 days after the estimated delivery date so that we can investigate and arrange an appropriate resolution where applicable.

5. Wrong address and unclaimed parcels

Please check your delivery details carefully before completing your order. If an order is returned because the delivery address provided was incorrect or incomplete, or because the parcel was not claimed or collected, we may offer reshipment, but you will be responsible for any reshipping costs. A refund is not guaranteed in these circumstances. This does not affect any rights you may have where goods are faulty or where cancellation rights apply.

6. Items excluded from return

We may refuse a return, or make a deduction from any refund, where an item has been worn, washed, damaged after delivery, altered, or returned in a condition that goes beyond what is reasonably necessary for inspection.

If in future we sell goods that are genuinely made to your specifications or clearly personalised, those items may fall outside the normal 14-day cancellation right.

7. How to return an item

Please do not send any item back without contacting us first.

To request a return, cancellation, exchange, or refund, please email info@linesofwhite.com with your order number and the reason for the return. We will then provide the appropriate return instructions and return address where applicable.

Any item sent back without prior contact and authorisation may delay the handling of your return or may not be accepted.

8. Refunds

If your cancellation or return is approved, we will refund you using your original payment method.

Where you cancel under your statutory cancellation right, we will reimburse you without undue delay and no later than 14 days after receiving the returned goods back, or earlier if you provide evidence that you have sent them back. We may withhold reimbursement until we receive the goods or proof of return, whichever happens first.

Where required by law, we will also refund the cost of the standard outbound delivery option. If you chose a more expensive delivery option, we only need to refund the cost of standard delivery.

9. Exchanges

We do not guarantee exchanges for change-of-mind purchases. If you would like a different size or item, the simplest option may be to return the original item in line with this policy and place a new order, subject to eligibility and stock availability. Your legal rights for faulty, damaged, or incorrect items are unaffected.

10. Statutory rights

Nothing in this policy excludes or limits any rights you have under UK consumer law, including where goods are faulty, not as described, or not of satisfactory quality.