Refund policy

• When will I get my order?
• What does shipping cost?
• Can I send my order overseas?
• What if I need to change my order?
• Can I track my order?
• How do I return an order?
• When can I expect my refund or exchange?
• What if my order was wrong or the product is damaged?
• EU Right of Withdrawal

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When will I get my order?

We endeavour to ship your order as soon as possible. Please allow 3–10 business days to receive your order. Your order may take up to 4 days to be dispatched. We cannot guarantee or provide a day of the week or time of day for delivery.

Please note that if your order contains more than 2 items, your delivery may be shipped in separate packages and arrive at different times.

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What does shipping cost?

USA: $10 USD or free shipping over $60 USD. Express shipping options are available at checkout and are calculated based on shipment weight. Standard delivery: 3–7 business days. We do not ship to Hawaii or Alaska.

Australia: $10 AUD or free over $75 AUD. Express shipping options are available at checkout and are calculated based on shipment weight. Standard delivery: 3–7 business days.

UK: £4.95, or free over £40. Express shipping options are available at checkout and are calculated based on shipment weight. Standard delivery: 3–7 business days. VAT included.

EU: €10, or free over €45. Standard delivery: 4–10 business days. VAT and duties included.

European countries we ship to: Netherlands, Belgium, Poland, France, Italy, Germany, Spain, Ireland and Switzerland.

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Can I send my order overseas?

Orders placed on our U.S. website, www.lyres.com, can only be delivered to a North American address.

Orders placed on our UK website, www.lyres.com/en-uk/, can only be delivered to a UK address.

Orders placed on our EU website, www.lyres.com/en-eu/, can only be delivered to the Netherlands, Belgium, Poland, France, Italy, Germany, Spain, Ireland and Switzerland.

Orders placed on our Australian website, www.lyres.com/en-au/, can only be delivered to an Australian address.

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What if I need to change my order?

We are unable to make changes to orders once placed. Orders are processed very quickly, so if you need to cancel your order, please contact Customer Care immediately. We’ll do our best to help, but we can’t cancel orders once they have shipped.

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Can I track my order?

Please contact Customer Care with your order number if you wish to track your order. You can find your order number on the “My orders” page of your account.

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How do I return an order?

The easiest way to request a return is by logging in to your Lyre’s customer account, selecting the relevant order and using the return request option shown on your account page.

You may also contact us using the returns enquiry form below. When making an enquiry, please include your order number, full name and contact details.

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When can I expect my refund or exchange?

Generally, refunds and exchanges take 3–5 business days to process from receipt of the returned order. Please allow 3–10 business days for exchanged products to arrive, or 7–10 business days for your refund to be visible in your account.

We recommend obtaining a tracking number from your shipping provider when returning your order.

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What if my product is incorrect or damaged?

Please contact us using the returns form below within 7 days of purchase with your order number, full name, contact information and details of the incorrect or damaged product so we can assist you with the appropriate refund or replacement.

You may be required to provide photographs of the incorrect or damaged goods so we can investigate the shipping or packaging process.

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EU Right of Withdrawal

If you are a consumer residing in the European Union and purchase products from our website, you have the legal right to withdraw from your contract within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party nominated by you other than the carrier, acquires physical possession of the final item in your order.

To exercise your right of withdrawal, please notify us within the 14-day withdrawal period. The easiest way to do this is by logging in to your Lyre’s customer account, selecting the relevant order and using the return request option shown on your account page. You may also contact us at hello@lyres.com confirming your decision to withdraw.

Once you have notified us of your withdrawal, you must return the goods to us within 14 days. Unless otherwise agreed, you are responsible for the direct cost of returning the goods.

We will reimburse all payments received from you for the returned products, including the cost of standard delivery where required by law, using the same payment method used for the original transaction, unless you expressly agree otherwise. We may withhold reimbursement until we have received the returned goods or you have provided evidence of having sent them back, whichever occurs first.

A restocking fee of 10% of the purchase price may be deducted from your refund where permitted by applicable law and disclosed at the time of purchase. We may also make a deduction from the refund for any loss in value resulting from handling of the goods beyond what is necessary to establish their nature, characteristics and functioning.

Exceptions

The right of withdrawal does not apply to:

• Products that have been opened, unsealed, or otherwise had their packaging broken after delivery;
• Any other products excluded from the right of withdrawal under applicable consumer protection legislation.

This right of withdrawal is in addition to, and does not affect, your statutory rights in relation to faulty, damaged or incorrectly supplied products.

Order cancellations

You may cancel an order free of charge at any time before it has been fulfilled. Once an order has been fulfilled, the withdrawal rights outlined above will apply.