Overview

This Return and Refund Policy applies to products purchased through the Lambert online store. Returns must follow the process below so that the parcel can be identified, safely received and matched to the correct order.

Any statutory rights concerning withdrawal, conformity, defects or remedies remain unaffected.

Order cancellation

You may request cancellation before the order has entered preparation or been dispatched. Contact us as soon as possible and include your order number.

We cannot guarantee cancellation once processing has begun. If the order has already been dispatched, you may need to receive it and follow the applicable return procedure. An accepted cancellation will be refunded to the original payment method.

Statutory right of withdrawal

If you are a consumer and a legal right of withdrawal applies to your purchase, you may notify us within the period prescribed by applicable law, generally beginning when you or a person designated by you receives the goods.

You must send a clear statement communicating your decision to withdraw. After notifying us, return the goods within the legally required period. Exceptions permitted by law may apply to certain products, as described below.

Return eligibility

For a voluntary return or where relevant to the statutory withdrawal process, the item should be:

• unused beyond what is reasonably necessary to inspect its nature, characteristics and function;
• complete, with all parts, accessories, instructions and certificates;
• protected in its original packaging where reasonably possible; and
• accompanied by the order number, receipt or other proof of purchase.

You may be responsible for diminished value caused by handling beyond what is necessary to inspect the product, where applicable law permits.

Non-returnable items and exceptions

Subject to applicable law, the following may be excluded from voluntary returns or from a statutory right of withdrawal:

• custom-made, personalised or made-to-order products;
• goods altered or assembled to the customer’s specification;
• sealed goods that are unsuitable for return for health or hygiene reasons once unsealed;
• gift cards and other non-returnable digital or financial products; and
• items marked as final sale where such an exclusion is legally valid.

This exclusion does not remove your rights if a product is defective, damaged or not as described.

How to request a return

Use our Contact page and provide your order number, the item you wish to return and the reason for the request. Photographs may be requested for damaged, defective or oversized products.

Do not send an item to a manufacturer, showroom or address found on the original parcel unless our return instructions specifically direct you to do so.

Return shipping and packaging

Return-shipping responsibility and cost depend on the reason for return, destination and applicable law. If the return concerns a confirmed defect, incorrect item or transport damage for which we are responsible, we will provide the legally required remedy and return arrangement.

For other eligible returns, you may be responsible for the direct return cost. Use suitable protective packaging and, where possible, a tracked and insured service. We cannot accept responsibility for a customer-arranged return that is lost or damaged before reaching the designated return location.

Suitcases, travel sets and oversized or fragile items must not be sent without prior instructions; a specific return method may be required.

Receipt and inspection

After the return arrives, we inspect it and match it to the order. We will notify you if further information is needed and whether the return is accepted.

If an item does not satisfy the return conditions and no statutory remedy applies, we may reduce or refuse a voluntary refund to the extent permitted by law. We will explain the reason and available next steps.

Refunds

Approved refunds are issued to the original payment method unless otherwise agreed or required by law. The refund may include standard outbound delivery charges where a statutory withdrawal right requires this, but additional costs for a premium delivery method may be excluded.

We process an approved refund without undue delay. Your bank, card issuer or payment provider may require additional time before the credit appears in your account.

Late or missing refunds

If you have received a refund confirmation but cannot see the credit, first review the original payment account. Then contact the card issuer, bank or payment provider, as posting times vary.

If the provider confirms that no refund is pending, contact us through the Contact page with your order and refund details so we can investigate.

Damaged, defective or incorrect items

Please inspect your delivery promptly. If a product is damaged, defective, incomplete or different from the item ordered, contact us with the order number and clear photographs of the product, packaging and shipping label.

Keep the product and all packaging until the case has been reviewed. Depending on the circumstances and applicable law, the appropriate remedy may be repair, replacement, price reduction or refund. Reporting transport damage promptly helps us investigate with the carrier and does not reduce mandatory consumer rights.

Exchanges

Direct exchanges depend on product availability and may not be offered for every order or destination. Where a direct exchange is unavailable, return the eligible item according to this policy and place a new order for the preferred product.

A replacement for a defective or incorrect item is handled separately from a voluntary exchange and remains subject to your statutory rights.

Contact and related policies

For a cancellation, return request or refund enquiry, use our Contact page. Include your order number so we can locate the purchase efficiently.

Delivery information is available in the Shipping Policy. Formal company and postal details are listed in the Imprint.