Returns & Refunds Policy
At Four Lisle, we want you to shop with confidence when ordering ceramic mugs, coffee spoons, and tea and coffee glasses from fourlisle.com. This policy sets out our voluntary 30-day return arrangements alongside your statutory rights under UK consumer law.
Return & Refund Policy Overview
- Voluntary Return Window: 30 calendar days from the day after delivery
- Return Shipping Cost: Free (£0.00) for eligible returns using the enclosed prepaid return label
- Restocking / Administration Fee: None (£0.00)
- Return Method: By Mail (using the pre-printed prepaid return label included in your parcel)
- Accepted Condition (Change-of-Mind): Brand-new, unused, unwashed condition in original packaging (free of coffee or tea residue and watermarks)
- Refund Processing Time: Inspection and refund completed within 3 business days of receiving the returned parcel (in GBP £ to original Visa or Mastercard)
1. Return Window and Statutory Rights
Our voluntary return policy allows eligible items to be returned within 30 calendar days from the day after delivery for a refund, subject to the applicable conditions stated in this policy.
This voluntary policy is separate from your statutory cancellation rights (including your 14-day cooling-off rights under the Consumer Contracts Regulations 2013) and your rights relating to faulty, damaged or misdescribed goods under the Consumer Rights Act 2015. Nothing in this policy excludes or restricts your statutory rights under applicable UK consumer law.
2. Condition of Returned Items (Drinkware Hygiene & Inspection Guidelines)
For change-of-mind returns under our voluntary 30-day policy, mugs, spoons and glasses should be returned in brand-new, unused, unwashed and clean condition, in their original protective packaging with all cardboard inserts, bubble sleeves, and labels included:
- Unused Food-Contact Standards: Returned drinkware must not have been filled with coffee, tea, milk, or any other beverage, nor washed in a dishwasher or sink. Items must be completely free from coffee stains, tea tannin rings, watermarks, lipstick marks, or scratches on glazed ceramic or glass surfaces.
- Coffee Spoons: Spoons must be unused, polished and free from scratches, food marks or dishwasher chemical spotting.
- Reasonable Inspection Allowed: In accordance with UK consumer guidance, you may inspect the size, colour, handle grip and weight of your drinkware indoors to establish its nature, characteristics and functioning, as you would examine tableware in a shop. Where applicable law permits, we may make a proportionate deduction for any reduction in value caused by handling beyond what is reasonably necessary.
These condition requirements do not override statutory rights relating to cancellation, faulty goods, damage or items that do not match their description.
3. Return Costs and Fees
Return shipping is free (£0.00) for eligible returns using the prepaid return label supplied with your order. If the original label is unavailable, contact our customer support team for a replacement PDF label at no cost.
We do not charge restocking, administration or return postage fees for eligible returns. Any deduction for a reduction in value will only be made where permitted by applicable law.
4. How to Return Your Item by Mail
Returns are handled by mail using the pre-printed, prepaid return shipping label enclosed inside your parcel:
- Step 1 – Repack Securely: Because ceramics and glassware are fragile, place the unused item back into its original internal bubble wrap and product box. Pack the product box into an outer shipping carton with adequate protective padding to prevent transit breakage, and enclose your packing slip or order number.
- Step 2 – Attach the Prepaid Return Label: Affix the prepaid return shipping label (included inside your package, or provided as a free PDF replacement by our support team) flat across the exterior of the parcel, covering the original delivery barcode.
- Step 3 – Post Your Parcel: Drop the sealed parcel off at the designated local Post Office branch or authorised carrier drop-off point indicated on the label, and retain your proof-of-postage receipt.
Returns Receiving Address:
Four Lisle (Returns Department)
4 Lisle St, London WC2H 7BG, United Kingdom
5. Damaged, Defective or Incorrect Items
We take great care in packaging fragile ceramics and glassware. If an item arrives chipped, cracked, broken in transit, defective, or incorrect, please contact support@fourlisle.com with your order number and, where possible, photographs showing the damage or issue.
We recommend reporting delivery damage within 48 hours of receipt to help us file carrier claims promptly. This is a practical recommendation only and does not limit your statutory rights or applicable legal time limits under the Consumer Rights Act 2015.
We will arrange an appropriate resolution at no cost to you, including a replacement or full refund in accordance with our stated policy and applicable consumer law.
6. Refund Processing Time
For eligible returns, we will complete our inspection and issue the refund within 3 business days of receiving the returned parcel.
Where statutory cancellation rights apply, we will comply with the applicable legal refund deadlines, including where evidence that the goods have been sent back triggers an earlier deadline.
Refunds will be made to the original payment method (Visa or Mastercard) in GBP (£). Your card issuer may require additional time (typically 3–5 business days) to display the funds on your statement.
7. Contact Us About Returns
- Brand Name: Four Lisle
- Returns & Business Address: 4 Lisle St, London WC2H 7BG, United Kingdom
- Telephone: +44 20 3489 9947
- Email: support@fourlisle.com
- Customer Service Hours: Monday to Friday, 9:00 AM–5:00 PM UK local time (GMT/BST, as applicable)
