Refund policy

Last updated: August 2026

We want you to love your Loft & Stone order. If something isn't right, we're here to make it easy.

30-Day Returns

You have 30 days from the date of delivery to request a return. Items must be unused, in their original condition, and in original packaging. To start a return, email us at support@loftandstone.com with your order number and reason for return. We'll respond within 24–48 hours with next steps.

No Restocking Fee

We charge no restocking fee. Once we receive and inspect your return, we'll process your refund to the original payment method within 5–7 business days. You'll receive an email confirmation when your refund has been issued.

Exchanges

If you'd like to exchange an item for a different size, colour, or product, please contact us at support@loftandstone.com. The easiest approach is to return your original item for a refund and place a new order, so you're not waiting on stock. We'll guide you through the process.

Faulty or Damaged Items

If your item arrives faulty or damaged, please keep the item — you do not need to return it. Email support@loftandstone.com with your order number and a photo of the issue. We will issue a full refund or send a replacement at no cost to you, typically within 24 hours of receiving your email.

Wrong Item Received

If you received an incorrect item, please contact us within 7 days of delivery with a photo and your order number. We'll arrange to send the correct item and cover any return shipping costs.

Return Shipping

Unless the item is faulty or incorrect, return shipping costs are the customer's responsibility. We recommend using a tracked shipping method, as we cannot accept responsibility for returns lost in transit. Original shipping fees are non-refundable.

Non-Returnable Items

For hygiene reasons, certain items such as opened bedding, pillows, and bath textiles cannot be returned once opened. Where this applies, it will be noted on the product page. Sale and final-clearance items are also non-returnable unless faulty.

International Returns

International customers are welcome to return items within 30 days of delivery. Return shipping costs and any applicable customs or duties for the return are the customer's responsibility. Please mark the parcel clearly as "Returned Goods" to avoid additional charges.

Refund Processing Times

Once your return is received and approved, refunds are processed within 5–7 business days. Please allow a further 3–5 business days for your bank or card issuer to apply the credit to your account. If you haven't received your refund after 10 business days, please contact us.