Lemonade Lab handles order problems and return requests. You do not need to arrange a private return or share contact details with a young founder.
Start a return or report a problem
Choose Get order help, select the issue and explain what happened. If you have an order reference, include it. Our team will reply with the next steps and any return instructions.
Do not send an item back before receiving instructions. Return eligibility and arrangements depend on the product, its published terms, the issue reported and applicable consumer law.
Physical items: change of mind, damage and mix-ups
Changed your mind? Return an eligible item within the shop’s return window, shown on the product page, for a refund of the item price. The shop’s own return rules still apply. You pay the return postage, and the original delivery cost isn’t refunded.
If your item arrives damaged, is the wrong item or doesn’t match its description, tell us within 30 days of delivery and we’ll arrange a refund or replacement and cover the return postage. Start with Get order help.
Services and digital downloads are not sent back by post, so postage does not apply to them.
What the 30 day guarantee actually covers
Our Satisfaction Guarantee describes an automatic refund process for eligible products that have not shipped within 30 days of purchase, and qualifying unfinished services or unresolved service complaints.
This is not a blanket 30 day change of mind return period. A shipped order that is missing, defective or not as described needs an individual support review, rather than the automatic unshipped order rule.
Services, digital items and multiple shops
If a service is incomplete or unsatisfactory, report the issue through the order protection feature before the applicable 30 day deadline. Sending a general support message alone does not replace recording a required service complaint in the order.
Digital products, custom items and purchases made from multiple shops can have different fulfilment and resolution requirements. We review the relevant item or shop order instead of assuming every purchase qualifies for the same remedy.
Refunds and next steps
If a refund is approved or triggered under the published guarantee, it is returned to the original payment method. Processing and posting times depend on the payment provider or bank.
We will explain any approved return, replacement or refund steps. Nothing on this page limits rights and remedies available under applicable consumer law.
This guidance is not a substitute for the terms shown at checkout. Nothing on this page limits your rights under applicable consumer law.