Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.*

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@in-love.co.uk. Please note that returns will need to be sent to the designated return address provided in your order confirmation or customer service instructions.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@in-love.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

🚫 No Returns or Refunds for Minor Packaging Damage*

We do not accept returns or issue refunds for products with minor packaging damage, such as:

• Slightly dented perfume or cosmetic boxes
• Scratches or creases on external packaging
• Tears or imperfections that do not affect the integrity, performance, or safety of the product inside

These items are still brand new, unused, and fully functional. The external cosmetic flaws do not compromise the quality or efficacy of the product.

🚫 Discounted Items Due to Packaging Imperfections*

Some of our products are offered at a discount specifically due to minor packaging damage. These items are priced accordingly. As such, all sales of these discounted items are final, and no returns or refunds will be accepted for the cosmetic condition of the packaging.

📦 Damaged Item

At IN-Love, we carefully inspect and package each order with love. If your item arrives damaged, we’re here to help — but we do require prompt notification.

🔧 Report Damaged Items Within 24 Hours*

To be eligible for a replacement or refund, you must notify us within 24 hours of receiving your order.

What to Send

Please email us at info@in-love.co.uk with the following:

1. Your order number

2. At least 2 clear photos of the damaged item

3. 1–2 photos of the outer packaging, showing any visible damage

4. A photo of the shipping label on the box or envelope, with your address visible

5. A brief description of the issue

We recommend keeping all packaging materials until your case is fully resolved.

✅ What Happens Next

After we review your report:

• We'll confirm the damage

• Then, depending on the situation, we will:

  • Send a free replacement

  • Issue a full or partial refund

  • Offer a store credit

📦 Return of Damaged Item

If necessary, we may ask you to return the damaged item using a prepaid return label.
Please do not return items without prior approval.

🚫 Limitations & Exclusions*

• Damage reported after 24 hours of delivery will not be eligible for a refund or replacement.

• Items showing signs of use, tampering, or intentional damage will not be covered.

• This policy does not cover delays or damage caused by courier mishandling unless clearly documented.

💬 Need Help?

We're here for you:
📧 info@in-love.co.uk
🕐 Monday – Friday, 9am–5pm (UK Time)

Exceptions / non-returnable items*

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns/exchange on sale items or gift cards.*

Exchanges
The fastest way to ensure you get what you want is to return the item (if eligible)* and make a separate purchase for the new item once your return is accepted.

European Union and International*
No Returns/Refunds/Exchanges for EU & International orders.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please note that where applicable, a £5 restocking fee and/or a £5 Royal Mail Stop & Return charge may be deducted from your refund amount. Please remember it can take some time for your bank or credit card company to process the refund too.
If more than 15 business days have passed since we’ve approved your return, and you have not received any further updates then please contact us at info@in-love.co.uk.

* Please note: Certain exclusions apply to our 30-day return policy, including items with minor packaging damage, discounted products sold due to packaging imperfections, sale items, gift cards, and other specified non-returnable goods. See policy sections marked with (*) for more information.