Returns
Passionfruit and Lemonade is a small business specialised in handcrafted goods, which are made with the utmost care and attention to detail. Our products may vary slightly in appearance, this is the nature of handmade items and we feel this adds to their character and is not to be considered a defect.
If you have any questions about your order, or an order you would like to place, please contact us using our contact form.
RETURNS
We hope you are happy with what you received, but if for some reason you are not, please do get in touch immediately.
Item(s) can be returned under the following circumstances:
- You purchased the item(s) exactly as they are presented and described on the Passionfruit and Lemonade website. This means no changes in colour, pattern or size have been made to personalize your order.
- The item(s) are in the exact same condition as you received them: unused, undamaged and complete with all the original tags and labels, preferably in the original packaging.
- You can provide us with a receipt or a proof of purchase and a return number.
- Your order number
- The item(s) you would like to return.
- Your receipt or proof of purchase
- Your return number
- The item(s) you would like to return
Please note that you, the customer, will be responsible for the shipping costs of the return parcel! When sending an item back to us, we strongly recommend using a tracked method of delivery that requires a signature on arrival, as it is considered your property until it arrives with us and we cannot accept the cost of any lost items.
Once the returned item(s) have been received and inspected, we will send you an email to notify you that we have received your returned item(s). We will also notify you of the approval or rejection of your refund.
Please note that if you ordered more than one item and you are not returning the whole order we will only refund the costs of the actual item you returned to us.
If your return is approved, a credit will automatically be applied to your credit card or original method of payment. Passionfruit and Lemonade will make sure the amount in question reaches you as soon as possible and no later than 14 days after the approval of your return.
NON-RETURNABLE ITEMS
Please note that custom and/ or personalized orders can never be returned or exchanged.
Other non-returnable items are:
- Items that have been used.
- Items that have been damaged by wear.
- Items without a receipt.
- Items without a return number.
- Items that have exceeded the 14 day return policy limit.
Our return policy lasts 14 days. If you would like to return an item please contact us within two weeks after receiving your parcel. Once 14 days have gone by since we have received a delivery confirmation to the address you provided, Passionfruit and Lemonade can no longer offer you a refund.
14 days is the legal 'cooling-off' period within the EU for items bought online. Exemptions are, among others, any item that is made to order and all customized and/or personalized items.
DAMAGED GOODS
If you notice that your order is damaged upon arrival, please do not accept the package and contact us immediately.
Alternatively, please photograph the damaged packaging/item and send an e-mail to us using our contact form.
CANCELLATIONS
You may cancel any order within 24 hours of placing it. Please send an e-mail using our contact form and let us know which order you would like to cancel.
Once your cancellation has been processed you will receive a full refund. A credit will automatically be applied to your credit card or original method of payment. Passionfruit and Lemonade will make sure the amount in question reaches you as soon as possible and no later than 14 days after your cancellation.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven’t received a refund yet:
- Check your bank account again.
- Contact your credit card company, it may take some time before your refund is officially posted.
- Contact your bank. There is often some processing time before a refund is posted.
