Frequently Asked Questions

Returns & Refunds Policy

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At Lola & Nells, we carefully select our products for their quality, design and suitability for pets. We hope that you and your pet will love your purchase, but we understand that occasionally you may wish to return an item.

Changed Your Mind?

If you have purchased from us online and wish to cancel or return your order, you must notify us within 14 days of receiving your goods.

Please email lolaandnells@gmail.com with your order number and details of the item(s) you wish to return.

Once you have notified us, the goods must be returned to us within 14 days of your cancellation notification.

Unless an item is faulty, damaged or incorrectly supplied, the customer is responsible for the cost and safe return of the goods.

We strongly recommend using a tracked and insured postal or courier service, as the goods remain your responsibility until they are received by us.

Important – Pet Products & Returned Condition

As a specialist pet retailer, hygiene and product condition are extremely important to us.

Customers are entitled to inspect an item in the same way they reasonably would in a physical shop. However, products should not be put into use with your pet if you intend to return them.

Returned products should therefore be:

• Unused and in a resalable condition

• Free from pet hair or fur

• Free from pet or household odours

• Free from dirt, stains, marks or other contamination

• Unwashed and unaltered

• Complete with all original labels and tags attached

• Returned with their original packaging, accessories, instructions and components wherever supplied

Please take particular care when trying items such as harnesses, coats, clothing, carriers, beds and other textile products around pets.

We recommend checking sizing and fit carefully before allowing your pet to wear or use an item for any length of time.

Items Showing Signs of Use

We reserve the right to make an appropriate deduction from a refund where the value of an item has been reduced as a result of handling or use beyond what would reasonably be necessary to establish its nature, characteristics and suitability.

This may include products returned with pet hair, odour, staining, dirt, saliva, signs of wear, washing, scratching, chewing or other evidence of use or contamination.

Depending upon the condition of the returned product and the resulting reduction in its value, this deduction may be up to the full purchase price of the item where permitted by law.

For hygiene reasons, certain sealed products which are not suitable for return for health protection or hygiene reasons may not be eligible for cancellation once their hygiene seal has been broken.

Original Packaging & Tags

Please retain all packaging until you are certain you wish to keep your purchase.

Where packaging forms part of the product or is reasonably necessary for its resale, missing or damaged packaging, labels, tags, accessories or components may affect the value of the returned item and consequently the amount we are able to refund.

Please do not attach courier labels, tape or writing directly to branded product boxes or retail packaging. These should be placed inside suitable protective outer packaging for return.

Refunds

Once your return has been received, we will inspect it and process any refund due.

Where you exercise your statutory right to cancel the entire order, we will refund the amount required by applicable UK consumer law, including the cost of our standard delivery option where applicable. If you selected a more expensive or enhanced delivery service, we are not required to refund the additional delivery cost above our standard delivery charge.

Refunds will normally be made to the original payment method.

We may withhold the refund until we have received the goods back or you have supplied appropriate evidence that they have been returned, where permitted by law.

Faulty, Damaged or Incorrect Items

Your statutory rights are not affected by this policy.

If you believe an item is faulty, damaged on arrival or has been supplied incorrectly, please contact us at lolaandnells@gmail.com as soon as possible, including your order number and photographs where appropriate.

Please do not return a faulty or incorrectly supplied item before contacting us so that we can advise you on the appropriate return arrangements.

Exclusions

Certain products may be excluded from change-of-mind returns where an exemption under UK consumer law applies. This may include, where applicable, personalised or made-to-order products and sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed.

Nothing within this Returns & Refunds Policy is intended to restrict or exclude your statutory rights under UK consumer law.

By purchasing from Lola & Nells, you agree to our Returns & Refunds Policy.

Snoozer Dog Beds (Vacuum-Packed Mattresses)

Due to hygiene and health considerations:

• Snoozer dog beds must remain unopened to be eligible for return

• Once the vacuum-sealed packaging has been opened, the item cannot be returned unless faulty

Opening the vacuum packaging constitutes acceptance of the goods and removes the right to cancel for change-of-mind returns.

Delivery

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Delivery Information

UK Delivery
We aim to provide a First-Class Delivery Service using trusted courier partners. Standard delivery takes 3-5 working days, though this may vary depending on order size and value. If you’ve selected an express delivery option, we will keep you updated with tracking details.
International Delivery

We are delighted to send Lola & Nells orders to customers around the world.

Please be aware that international deliveries may be subject to local customs duties, import taxes, VAT, clearance fees or other charges upon arrival in the destination country. These charges are determined by local authorities and are not included in our product prices or delivery charges.

Any such fees are the sole responsibility of the purchaser. Unfortunately, Lola & Nells has no control over local customs charges or the amount that may be payable.

We recommend checking the relevant import and customs requirements for your destination before placing your order.

Refused, Unclaimed & Returned International Orders

By placing an international order with Lola & Nells, you accept responsibility for any customs duties, VAT, taxes or other charges associated with importing your purchase.

If a parcel is refused, rejected, unclaimed or returned to us because these charges have not been paid, or because the recipient chooses not to accept the delivery, Lola & Nells cannot accept responsibility for the costs incurred.

Should the parcel be returned to us, any eligible refund will only be processed once the goods have been safely received back and inspected.

Your refund will be calculated from the value of the returned goods, less any costs incurred by Lola & Nells in connection with the original shipment and its return. These may include:

• Original international delivery charges

• Return courier or postage charges

• Customs duties, import taxes or VAT charged back to Lola & Nells

• Courier administration, handling or customs-clearance fees

• Any other reasonable charges directly associated with the return of the shipment

Original delivery charges are non-refundable in these circumstances.

Where the costs incurred in recovering or returning an international shipment are equal to or greater than the refundable value of the goods, no refund will be payable.

We kindly ask all international customers to familiarise themselves with their country’s import requirements and potential charges before ordering.

Placing an international order with Lola & Nells confirms your acceptance of these terms.