Refund policy
Refund policy
Your right to cancel
If you live in the EU, you have the right to cancel your order within 14 days of receiving the goods, for any reason and without giving a reason. You do not need our approval to exercise this right.
To cancel, tell us clearly before the 14 days are up — email Limoncellaby.shop@gmail.com, or use the cancellation form at https://limoncellaby.com/pages/cancellation-form. Sending the goods back without telling us first makes things slower for both of us, so please get in touch.
You may open the package and try the item. You are entitled to handle the goods as you would in a shop — unpack them, look at them, and check that they work. Doing so does not cost you your right to cancel, and opening or discarding the packaging does not by itself make you liable for anything. If you handle the goods more than is needed to establish their nature, characteristics and functioning, and their value drops as a result, you are responsible for that reduction in value — but only for that.
Returning the goods
Send the goods back within 14 days of telling us you are cancelling. We will give you the return address when you contact us, and return postage is on us — we will send you a prepaid return label.
Refunds
We will refund everything you paid, including the standard delivery charge, no later than 14 days after we receive your cancellation notice. If you chose a faster or more expensive delivery method than our cheapest standard option, we refund the standard amount and the difference stays with you.
We may hold the refund until we have received the goods back, or until you show us proof that you have sent them, whichever comes first.
The refund goes to your original payment method. Your bank may take a few more days to post it. If 15 business days have passed since we confirmed your refund and nothing has arrived, email us.
Our 30-day return promise
On top of your statutory 14-day right, we voluntarily accept returns for 30 days from delivery. The 30-day promise is our own, offered in addition to your legal rights — it does not replace or limit them, and it applies to sale items too.
Items that cannot be returned
The right to cancel does not apply to a small number of goods: sealed goods that cannot be returned for health protection or hygiene reasons, if the seal has been broken after delivery; goods made to your specifications or clearly personalised; and goods that deteriorate or expire rapidly.
If you are unsure whether a particular item falls into one of these categories, ask us before you order.
Faulty, damaged or wrong items — your statutory rights
This is separate from the cancellation right above, and it lasts far longer.
We are liable by law for goods that do not conform to the contract — that is, goods that are faulty, damaged in transit, or not what you ordered. This liability exists regardless of any commercial guarantee, and it is not limited to 14 or 30 days.
Please tell us once you notice a problem. You can always report a defect within two months of discovering it, and in many cases later than that. We ask you to contact us promptly so we can sort it out quickly, but this is a request, not a deadline that limits your rights.
Email Limoncellaby.shop@gmail.com with your order number and a photo of the problem, and we will put it right.
Exchanges
The fastest route is to return the item you have and place a new order for the one you want.
Questions
Email Limoncellaby.shop@gmail.com and we will answer.
2. Shipping policy
Processing
We process orders within 1–2 business days of receiving payment. Orders placed at the weekend are processed on the next business day.
Delivery times
Delivery times are estimates from the day the order is dispatched, not from the day you order. Our products ship from our supplier's warehouse overseas, which means delivery usually takes a few weeks rather than a few days. We would rather tell you this up front than have it be a surprise.
We deliver without undue delay and no later than 30 days from your order, unless we have agreed something else with you. If we cannot meet that, you can ask us to deliver within a reasonable additional period, and if we still cannot, you can cancel and get your money back.
Shipping costs
Shipping is calculated at checkout and shown in full before you pay.
Tracking
You will receive a tracking link by email when your order is dispatched. Tracking can take a few days to start updating.
Where we ship
We ship within the EU, the EEA and the United Kingdom. Orders within these areas carry no additional customs charges.
Delayed or lost parcels
If your parcel has not arrived within 7 days of the estimated delivery date, email us at Limoncellaby.shop@gmail.com and we will trace it with the carrier. If it turns out to be lost, we will send a replacement or refund you in full — the risk of loss in transit is ours, not yours.
Uncollected parcels
If a parcel is returned to us because it was not collected, we will refund the goods.
Wrong address
Check your delivery address before you confirm the order. If you spot a mistake, email us immediately — we can usually correct it before dispatch