For all orders placed before 16:00hrs Monday to Friday we do our best to dispatch the same day. Orders placed after will be sent the following working day and any orders placed on Saturday and Sunday will be dispatched on the following Monday.

What is Carbon Neutral:

Every time we ship an order, you will support some of the most promising climate solutions on Earth. Each project has been vetted by the Shopify Sustainability Fund, which has committed more than $30 million to these same projects.

For all orders placed before 14:00hrs Monday to Friday we do our best to dispatch the same day. Orders placed after should be sent the following working day and any orders placed on Saturday and Sunday should be dispatched on the following Monday but we cannot always guarantee this.. 

PLEASE READ CAREFULLY

For the majority of our UK orders, we use Royal Mail Tracked post and Miracle International Ltd. If you opt for a next day delivery by courier, we use APC or Miracle International. You will be emailed the tracking details on the day of despatch. You will also be able to track on APC/Miracle's website's and  receive updates via text or email from both. If a delivery is attempted but not successful, you will need to contact the courier and rearrange by giving the consignment number and your postcode or you can re-schedule deliveries on their website, this is the quickest solution. 

Courier companies will attempt delivery twice and then you can either collect the parcel from your local depot, or it will be returned to us. We recommend that you contact the local depot directly to confirm their opening hours and that the parcel is available for collection. Please avoid attempting collection close to their closing time. We will not be responsible for any redelivery charges that may apply for a third attempt. If you require this to be resent and have not made contact with courier depots or Miracle Intl, redelivery costs are at our discretion.

It is your responsibility to track the package and if you haven't received it, when the tracking shows it as delivered let us know within 48 hours. Failure to do so will mean you will not be eligible for a refund or replacement.

Cancelling an Order
If you wish to cancel an order, please contact us via email  as soon as possible. However, if the order has been fulfilled (you will receive a tracking number) it is then too late. You will need to return the order as per our returns policy.

We offer free standard shipping in the UK for orders over £50

 United Kingdom:

Tracked 2nd class delivery (from Dispatch) – Standard UK delivery is typically a 2-4 day service. - £4.00

Tracked 1st class delivery (from Dispatch) – Standard UK delivery is typically a 1-2 service. - £4.95

Next Working Day (from Dispatch) - Saturday delivery is not applicable - £7.50. 

All of the above require a signature for proof of delivery. If you request that the courier or postman leaves safe without a signature and they do, whether in the safe place requested or otherwise it is your responsibility if the parcel goes missing. We request a signature because PayPal insist on it and it also means we have some come back if the goods are misplaced.

Europe:

Tracked & Signed via Courier - 7-10 working days from dispatch. No customs charges/duties or taxes payable on European orders.

International:

Tracked & Signed (2-7 working days) from dispatch

Please note orders outside of the UK and Europe may be subject to customs charges and tax duty which you will need to pay before the order is delivered.

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

Returns - please read carefully

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging and unopened. 
To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

You will be emailed the tracking details on the day of despatch.

It is your responsibility to track the package and if you haven't received it, when the tracking shows it as delivered let us know within 48 hours. Failure to do so will mean you will not be eligible for a refund or replacement.

If your package is visibly damaged on delivery, please tell the person delivering your goods that you wish to sign as “received damaged”.

If your goods are received as faulty or damaged once opened please contact our Customer Services team within 48 hours of receiving your order.

For any items damaged/leaking during transit, we require a photo of the item in the packaging on arrival showing the leak/damage. If this is not provided we will not be held responsible. 

For reasons of hygiene we are unable to offer refunds or replacements on any opened or used goods unless they are faulty. We will process your return as quickly as possible and will notify you by email once your refund has been processed. Your refund will be made by the original or agreed payment method, no later than 14 business days after we have received the goods.

Hygiene & Returns Policy – Wigs

At Live in the Light, we are committed to maintaining the highest standards of hygiene and product safety for all our customers.

Due to the personal nature of wigs and hairpieces, we do not accept returns or exchanges on wigs once they have been dispatched. This policy is in place to ensure that every customer receives a product that is completely unused, uncontaminated, and safe to wear.

Wigs are considered a hygiene-sensitive item, as they come into direct contact with the scalp and hair. For this reason, we are unable to restock or resell returned wigs, even if they appear unworn.

Exceptions

We will only accept a return or offer a replacement if:

• The item arrives damaged or defective
• You receive the wrong item

In such cases, please contact our support team within [14 days] of delivery with clear photos and your order details, and we will resolve the issue promptly.

Before You Buy

To help you make the right choice:

• Please carefully review product descriptions, colours, and specifications
• Contact our team if you need guidance before purchasing

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed within 1-2 days, and a credit will automatically be applied to your credit card or original method of payment, which should show on your account 5-7 days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at CustomerServices@liveinthelight.co.uk.

Exchanges (if applicable)
We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at CustomerServices@liveinthelight.co.uk

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable unless you have received incorrect goods due to our error.  If you receive a refund, the cost of return shipping will be deducted from your refund.

If your order value after returning your items no longer qualifies for free shipping, delivery charges will be deducted from your refund. If you used a discount voucher and your order no longer qualifies, the voucher value will be deducted from your refund. If you received a free gift and your order no longer qualifies, the free gift must be returned or its value will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Please note. Refunds are not available under any circumstances for Essential Oils due to hygiene reasons. 
A refund claim can take up 120 days to process, however we aim to complete this as quickly as possible.

Separately, claims through PayPal, chargebacks or similar will not be accepted should a refund process already be underway or if the product in question is an Essential Oils due to (EO). 
Essential Oils are SAS (Sold as Seen). Each oil varies in consistency, and due to hygiene reasons, no refunds or exchanges will be accepted. 
please ensure that you read this when purchasing EO’s (Essential Oils) 

If you are passionate about natural, organic & chemical free products, then you are ready!

We would love to hear from you, please send us a message! We aim to respond to any questions within 24 hours.

We would love to hear from you, please send us a message! We aim to respond to any questions within 24 hours.

customerservices@liveinthelight.co.uk