At Lady J Home, many of our pieces are made to order, handcrafted, carefully sourced, or prepared specifically for each customer. For this reason, our policy on returns, exchanges, and refunds is necessarily limited, and we kindly ask customers to review all product details carefully before placing an order.

Returns

Lady J Home does not accept voluntary returns or returns based on change of mind. This applies in particular to made-to-order, handcrafted, customised, personalised, or specially sourced items, which may be commissioned or prepared specifically for each order.

This policy does not affect any statutory rights that may apply under the law governing the sale.

Exchanges

We do not generally offer exchanges once an order has been placed or delivered. Exchanges will only be considered where an item has been confirmed as damaged in transit, defective, or incorrectly supplied, and where an exchange or replacement is appropriate in the circumstances.

Where an exchange is approved, the item must be returned in its original condition and, where possible, in its original packaging. Customers must retain all packaging materials until the matter has been reviewed and resolved.

Refunds

Refunds are not issued for voluntary returns or change-of-mind purchases. If an item is confirmed to be defective, damaged in transit, or incorrectly supplied, Lady J Home will normally seek to resolve the issue by arranging a replacement where possible.

If a replacement is not possible due to lack of stock, discontinuation, or another justified circumstance, an alternative remedy may be offered, which may include a refund where appropriate or where required by applicable law.

Damaged or defective items

If your order arrives damaged, defective, or incorrect, you must notify us by email at info@ladyjhome.com within a maximum of 7 business days from receipt of the goods. Your message must include:

• your order number,

• a brief description of the issue,

• clear photographs of the product,

• photographs of the outer packaging, and

• where relevant, photographs of the shipping label and delivery note.karukarjo+2

Customers must also retain the original packaging, as this may be required for inspection, collection, replacement, or claim handling.

Important delivery note requirement

At the time of delivery, customers must inspect the packaging before signing the carrier’s delivery note. Any visible damage to the packaging must be clearly noted on the delivery note and supported with photographs taken at the same time. If inspection is not possible at the time of delivery, the customer should write “Not accepted / Subject to inspection” on the delivery note before signing.

Any claim relating to transport damage that was not recorded on the carrier’s delivery note may be rejected for transport claim purposes. For this reason, this step is essential.

Replacements

Where a claim is accepted and the issue is confirmed to result from transport damage, defect, or supply error, Lady J Home will arrange a replacement where possible. Replacements are subject to product availability and to the practical conditions of the relevant supplier or maker.

Any collection and redelivery arising from an approved incident will be carried out at street level, unless a different service has been expressly agreed in advance.

Non-returnable situations

The following are not considered valid grounds for return, exchange, or refund unless otherwise required by law:

• slight variations in tone, grain, texture, shape, finish, or dimensions resulting from handcrafted production or natural materials;

• normal variations between batches or artisanal finishes;

• customer error in selecting dimensions, finish, quantity, or delivery details;

• delays caused by suppliers, production schedules, logistics providers, or other circumstances beyond our reasonable control.

Because many of our items are handmade or produced with natural materials, slight variations form part of the character of the product and are not considered defects.

Customer responsibilities

Where a return, exchange, inspection, collection, or replacement is approved, the customer is responsible for providing the necessary access, reasonable cooperation, and availability for the goods to be collected and redelivered. Unless otherwise agreed, all collections and deliveries are carried out at street level.

Contact

For any question regarding a return, exchange, refund, or product incident, please contact us at:

Email: info@ladyjhome.com
Phone: +34 664 414 692

Customer service hours:

• Monday – Thursday: 9:30 – 13:30 / 16:00 – 18:00

• Friday: 9:30 – 13:30