11. Online Returns

UK Returns –

Given the personal nature of the products, we only accept the returns that fit our returns criteria, subject to the terms of this policy being met. Cancellation after product has been shipped must (notified with 48 hours of receipt, package must be returned unopened containers, and in original shipping packaging must not be broken, or show signs of being tampered)

  • We do not send out a pre-paid postage envelope to return the products in (when a return is reported to returns@LORDEGOLD.co.uk. You must notify us of any returns via email before sending back any items and include your order number within the parcel.
  • Returns must be notified within 5 days of receiving your items and must follow the policy. Packages/items must be returned unopened containers, and in original shipping packaging must not be broken, or show signs of being tampered otherwise they will be rejected.
  • Items must be unused, unopened, in all the original packaging with all seals intact to receive a full refund. You cannot cancel your order or demand a refund once you have opened the product containers or packaging, or if you have used the product.
  • Your order will not be refunded until the items have been received and inspected by us. We will process the refund back to the original credit/debit card/PayPal account used to purchase the item.
  • Please note we do not take any responsibility for items lost or damaged when being returned to us, to avoid problems ensure you pack the items securely, keep a proof of postage receipt from the post office or send the items back to us via a tracked/recorded service which insures the value of your goods.

International returns

For international orders we are able to offer returns for items received as long as we receive notification within 7 days of receiving the items. Pease contact us at returns@LORDEGOLD.co.uk  Please ensure you quote your original order number.

  • LORDEGOLD Ltd does not take any responsibility for the cost of returning the items or any duties/taxes incurred.
  • Please note we do not take any responsibility for items lost or damaged when being returned to us, to avoid problems ensure you pack the items securely, keep a proof of postage receipt from the post office or send the items back to us via a tracked/recorded service which insures the value of your goods.
  • Items must be unused, unopened, in all the original packaging with all seals intact to receive a full refund. You cannot cancel your order or demand a refund once you have opened the product containers or packaging, or if you have used the product.
  • Your order will not be refunded until the items have been received and inspected by us. We will process the refund back to the original credit/debit card/PayPal account used to purchase the item.

International return policy if the customer fails to retrieve the parcel

For overseas parcels, if the customer fails to collect the parcel once notified by the International Postal Service any charges that we incur for the return of the parcel, will be charged to the customer.

Once the parcel is Returned to LORDEGOLD, there are 2 options:

  • If the customer would like the parcel re-sent, the customer will be charged the postage fee.
  • The customer can request a refund. In this case We will not refund the cost of the postage (this includes the original delivery cost and return postage fees).

On receipt of the returned item(s) we will refund the price paid for the goods to the original payment method. Delivery costs will not be refunded (exceptions apply).

Once we’ve received your returned item(s) we will send you an email to confirm your refund, which will be processed within 5–10 working days of receipt. You can expect the refund to reach your account within 3-5 working days. If after 10 working days you have not received an email from us, contact us at admin@LORDEGOLD.co.ukm

Order cancellations

  • You may cancel your order by contacting our service department at cancellations@LORDEGOLD.co.uk from outside the UK within 12 hours of placing the order.
  • If you cancel your order after we have dispatched the products you must return the products in accordance with the returns policies above, unopened and in their complete packaging, to our head office address (see contact us).

Wrong item received

  • We apologise if you have received the wrong item by mistake and we aim to resolve this for you as quick as possible.
  • Please contact us as soon as you receive the wrong item and we will arrange for the wrong item to be sent back to us and a replacement/correct item to be sent back to you.
  • To receive a refund or a replacement, you must return the item in the same condition with original packaging you received it and within 7-10 days from the day on which you received the item.

Item missing

  • Sometimes items may have been accidentally missed out of the order or may have been out of stock in our warehouse.
  • If you do not receive a notification that remaining items are to follow in a subsequent delivery, please contact us within 7 working days of receipt to report your missing item.
  • We will investigate the matter immediately and resolve the problem.
  • If you haven’t received your delivery within 10 working days, then please contact our customer service team [customerservice@LORDEGOLD.co.uk] to raise an investigation with Royal Mail. Please be aware that if you notify us after 10 working days it may be difficult for Royal Mail to obtain any information as the data is destroyed after a certain amount of time. Deliveries shouldn’t take no longer than 4 working days after dispatch confirmation locally and up to 10 days internationally. Please contact us as soon as possible to ensure a timely resolution.

Damaged or faulty items

  • We aim to keep our customers satisfied and apologies if you have received an item that is damaged or faulty.
  • If the item was damaged during delivery to you, we may need you to fill in a Lost Parcel or Damaged Items declaration form.
  • For faulty items please contact our Customer Service department on returns@LORDEGOLD.co.uk and we will advise you on the next steps to receive a refund or replacement product.

12. Products by Post (Telephone Mail Order)

LORDEGOLD aim to operate a reliable mail order service. Orders used to be taken by telephone on freephone and can usually be dispatched the same day. However, with online ecommerce integration we no longer provide telephone mail order. If you wish to place an urgent order for a special delivery, please email us, customerservice@Lordegold.co.uk give us your order number(s) and confirm the exact date/time for delivery.

14. Registration & Password

You must ensure that the personal information you provide when registering on LORDEGOLD.com is true, accurate, current, and complete in all respects. You must notify us immediately of any changes to your personal information either by updating your account details on LORDEGOLD.co.uk or by contacting our customer service team on customerservice@LORDEGOLD.com.

When you enter the site you will be asked to create a password. You must keep this password confidential and must not disclose it or share it with anyone as you will be responsible for any activities and orders that occur or are submitted under your password. If you know or suspect that someone else knows your password you should notify us by contacting the customer service team on admin@LORDEGOLD.co.uk. By using this site you agree not to impersonate any other person or entity, or use a false name or a name that you are not authorised to use.

15. Satisfaction Guarantee

If you are not completely satisfied with any of the products that you have purchased from LORDEGOLD you must return the item(s) (see contact us) and inform us in writing of your reasons for not being satisfied with the product. If required LORDEGOLD Ltd will contact the manufacturers on your behalf and deal with your complaint as quickly and efficiently as possible, and will keep you informed of our progress. LORDEGOLD Ltd will replace any items damaged upon delivery buy may request that the damaged items be returned to us before issuing the replacement. You must inform our department on, customerservice@LORDEGOLD.co.uk, with days of receiving your order if any of the items are damaged. You may also be asked to complete a Lost Parcel or Damaged Items declaration form before a replacement can be issued.

LORDEGOLD Ltd welcomes your comments and suggestions on our service as we aim to provide our customers with the best possible service at all times. If you have any comments or suggestions please put them in writing to: LORDEGOLD Ltd, Customer Service Team, customerservice@LORDEGOLD.co.uk.