Returns
Returns & Exchanges
At Lighthouse, we understand that sometimes you may need to return or exchange an item. Whether you need a different size or simply changed your mind, we’ve made our returns process as smooth and fuss-free as possible.
This process is for: https://www.lighthouseclothing.co.uk
Bought via a marketplace? Refer to the Marketplace Returns section below, or contact help@lighthouseclothing.co.uk.
Quick Overview
30 days from the day you receive your order.
Items must be resellable with all original tags & labels attached.
Free via our Returns Portal (no label included in the parcel).
One exchange per item. If the exchanged item also needs returning, a refund will be issued.
We generally process returns within 5 working days of receipt.
Start a Return | Contact Support
What to Expect
- Head to the portal
- Enter your order number and email address
- Select the items to return, then choose a refund or exchange. There will be space to write any feedback or comments.
- Choose your return method: print a label or use a QR code at your local Post Office/drop-off point. Enclose your packing slip and write any relevant info on there.
- Send it back — we’ll generally process your return within 5 working days of receipt
Royal Mail Collection (Optional)
If you need to arrange a collection with Royal Mail, once you have processed your return, go to: https://send.royalmail.com/collect/youritems.
Marketplace Returns (Free, different portal)
Purchased via a marketplace?
If you have bought your Lighthouse Clothing item from one of our Marketplaces, such as Mountain Warehouse or Debenhams, please go to:
Returning an exchange / replacement?
If you need to return an exchange or replacement (order number format like 01E65947B92FB7), please use the Royal Mail portal below (not our returns portal):
Refunds & Processing Times
Royal Mail usually delivers returns within 2–5 working days.
You’ll be e-mailed once your parcel reaches us.
We’ll process your refund within 5 working days of receipt.
Please allow up to 10 working days from when you send your return before getting in touch. Once your refund is processed, it can take up to 5 days for the money to show in your account – depending on your card provider.
International Returns
Please use: https://returnsportal.shop/lighthouse
- There will be a fee to return the item to us.
- You’ll need to pay for postage, except where the item is faulty.
- Returns are free from Ireland.
- Please allow 21 days for international returns to come back to us.
Faulty items (International)
If the item is faulty, please contact us at help@lighthouseclothing.co.uk before proceeding. Please attach photos of the fault if possible.
Please note that faulty items may need to be returned for inspection before any replacement is issued.
Processing timeframes by location
Allow at least 10 working days.
Allow 14 working days.
Allow up to 21 working days.
If you have not heard from us within your timeframe, please get in touch with customer services.
FAQ
I have an order number in the format 01E65947B92FB7 (replacement or exchange). How do I return this?
This cannot be returned via our returns portal. You need to go to https://www.royalmail.com/track-my-return#/details/1448 and process your return there.
How long do I have to return an item?
You have 30 days from the date you receive the goods to return or exchange an item.
How long does it take to process a refund on receipt?
Once we receive your return, we will process your refund within 3–5 working days. Please allow up to 10 working days from the date you send back your return before contacting us.
Can I return an item if I changed my mind?
Yes, you can return an item if you changed your mind within 30 days of receiving the goods.
Do I need to pay for return shipping?
If you are located in the UK, we offer a free returns service. Please follow the instructions above to generate your freepost return option.
What if I don't have access to a printer?
If you don't have access to a printer, you can use the QR code option to print your label at select Post Offices.
What if my item is faulty?
You can proceed on the returns portal and note the item as faulty. We will be in touch. Or contact help@lighthouseclothing.co.uk. Please attach photos of the fault if possible. Faulty items may need to be returned for inspection before any replacement is issued.
How do I return an item received as a gift?
Returned gift items have to be refunded to the purchaser. If you want to swap or return your gift, the purchaser will need to get back in touch with us directly, or you will need to know their name/order number.
Can I return to you if bought from a bricks and mortar retailer?
You can only return goods purchased through lighthouseclothing.co.uk. If you purchased from another online retailer or shop, you will need to contact them directly.
I have only worn my coat out once but I realise I don't like the design. Can I return it?
I am afraid not. Please ensure all returned items have not been worn (other than “tried on”), are in their original packaging, and still have the original hang-tags attached. Any items heavily smelling of perfume to the extent they cannot be resold may be returned.
Need Help?
If you need a hand with the portal or have questions about your return, drop us a line at help@lighthouseclothing.co.uk. We’re always happy to help.