Refund policy

Return & Refund Policy:

{Updated 30th August 2025}

What is your return policy?

  • We have a 14-day return policy, which means you have 14 days from the date your order is marked as ‘Delivered’ via our logistic information to request a return.
  • Your order (product/s) must be in its original condition (no scratches / marks / unworn and in original packaging when purchased. E.g. For candles, wax melts, room sprays and more - they must be unused and unlit.
  • The return postage cost is your responsibility and to upload proof to our return portal is required / via email if required ( approval by customer care team)*

Returns and refunds are subject to our return portal criteria and policy conditions. We do not provide refunds for ordering the wrong colour or variant (if your order was correctly fulfilled and no amendment request was received within 12 hours), or delays caused by couriers, customs, or peak seasonal demand. If you wish to return an item and place a new order for a different colour or variant, you may request this through our return portal in line with our policy conditions.*

Please refer to our Order Amendments / Cancellation Policy, as orders must be corrected within 12 hours of purchase. For support regarding shipping delays or tracking updates, please refer to the “Lost Deliveries” section of our policy or contact us via info@lsauve.co.uk.

*During peak periods (high demand), fulfilment processing (handling) times may be extended by an additional 2–3 business days. This may also affect next-day dispatch.

If you have any questions regarding your order, our team is always happy to help via info@lsauve.co.uk.

Please note: Submitting a return request does not automatically qualify an order for a refund or return. All return requests are reviewed and assessed in accordance with our Return & Refund Policy before approval is granted.

We kindly encourage customers to review the product description, specifications, images and videos before purchasing. To help us better understand any concerns, we always ask customers to provide clear photos of the item when submitting a return request.

If you have any questions regarding your order, return request, or our policies, you can reach out to us at info@lsauve.co.uk and our team will be happy to help.

Non-returnable items

Perishable goods (like real flowers or plants), bespoke products (like special orders or things that can be personalised and come with complimentary gifts), and ‘used/opened’ personal care goods (like cosmetics, soaps, body balm) are some examples of items that cannot be returned due to the nature of the product. If your order is ‘damaged/faulty’ please read the ‘Damaged/Faulty items' section. 

If you have inquiries or concerns regarding a particular item, do get in contact at info@lsauve.co.uk . Please be aware that unless there is a manufacturing defect, we are unable to process returns for candles, wax melts or any other product that has been lit / used (bags or homeware) Unfortunately, discontinued products and gift cards cannot be returned.

Damaged/Faulty items

Once your order has been delivered in secure L’SAUVE packaging. If the item is damaged, faulty (unusable), or you have received the wrong item by mistake, please start your return via our portal) within 14 days of delivery (of receiving the item), including photos of the packaging, the damaged item and a short description (if required)*.

One of our team members will assist you straight away to resolve this.

Failed Deliveries

We unfortunately cannot issue refunds or reshipments if:

  • An order fails to be delivered due to an incorrect shipping address entered at checkout or an unreachable recipient. Please make sure to enter correct shipping details when you purchase an item. 
  • If the logistics information shows that your order has been delivered, but you confirm (via email) that it has not been received.

Lost Deliveries

If your order is lost (no tracking update for 14 days since your purchase date (Excluding high demand periods / the normal shipping period*), providing a screenshot) via the logistics information and does not show as delivered and you confirm you have not received the order, please get in contact via (info@lsauve.co.uk) including: your name, order number (#), email address, and we will be able to assist you.

*Please note, you will see via product pages if a product if 'High Demand' this may extend processing/handling times.

Do you offer exchanges?

We do not accept exchanges on orders. *Please do not worry, our team is always here to help via email if you have any questions regarding our return policy or would like to discuss your return or circumstances in further detail: info@lsauve.co.uk.

How do I start a return?

  • Please visit our return portal: ( Click Here )
  • Enter your order number (#) and email address ( this can be found on your email confirmation email ) in the fields above and click Start Return
  • Follow the instructions and select the items you want to return. You will get a confirmation email once the return request is approved* by our team.
  • Select “Ship On Own” option, this ensures the most cost effective way so you have the flexibility of which courier you select.  The return postage cost is your responsibility and to upload proof to our return portal is required. We suggest using a "signed for" service to ensure proof of delivery to our warehouse.
  • We cannot issue refunds for items lost in transit or not successfully delivered to us. Please understand this. 

Returns submitted through our return portal should fall under one of the following categories*:

  • Item lost in transit

  • Item not delivered

  • Faulty item

  • Wrong item received

Please ensure the correct return reason is selected and supporting evidence is uploaded where required.

*Please do not worry, our team is always here to help via email if you have any questions regarding our return policy or would like to discuss your return or circumstances in further detail: info@lsauve.co.uk.

How soon will I get my refund

  • Once your return is received and inspected by our warehouse team (within 5–7 days* of arrival at our warehouse), we will send you an email (via the portal) to notify you that we have received your returned item.
  • We will inspect the returned item and either approve or reject the return, providing details why (via the portal) if the return is not approved.
  • Your refund will then be processed, and a credit will automatically be applied to your 'original method of payment' within 7–10 business working days*. This can depend on the payment provider.
  • The ‘shipping return cost’ will not be refunded with your order, only the original amount purchased at the start of your order. Please understand this. 

Customs Duty/Tax Fee

Kindly be advised that we are not responsible for any supplementary import or customs fees associated with your order. If uncertain, we recommend checking your local government's website for comprehensive information on customs and taxes.

You can always contact us for any return questions at info@lsauve.co.uk. We are always here to help.  

Digital Products

Due to the nature of digital products sold online. Our digital products, including e-books, journals and online materials, are not eligible for return or refund. All sales are final when purchased.  If you experience technical problems downloading your digital products, please contact us by emailing info@lsauve.co.uk with your order number and we will assist you. 

Please note: We do not provide refunds for simply changing your mind. Any FREE gifts with your digital purchase cannot be returned and the sale is final. 

Digital products on this website are the property of L’SAUVE LTD. All rights reserved. No part of the digital publications may be reproduced, distributed, or transmitted after purchase in any form or by any means, including photocopying, recording, or other electronic or mechanical methods, without the prior written permission of the publisher. All upsell product link/s within the e-book, are only available within the UK to purchase.

We will do our best to resolve any issues.

By purchasing our digital products, you agree that you have read and understood this refund policy.

We appreciate your understanding and aim to provide the best possible experience for our valued customers. If you have any questions or concerns, please don't hesitate to reach out to us via email at info@lsauve.co.uk. Your satisfaction is important to us, and we're here to assist you.