Our Customer Pledge

We're a small business based in the Surrey Hills and we focus on customer care. We will do all we can to make your shopping experience easy and give you the confidence to shop again. We've put together this customer pledge to help us manage the business and want to share it. 

1. We are nice, open and honest

Our most important pledge. We are always nice to our customers because we like you!

2. We speak to you

Customers have several ways to get in touch and whether it's by email, phone, chat or social media we will get back in touch right away. Nikki and John, the owners of LavenderLime handle all contacts whether good or bad and respond personally. You will never feel like you can't get in touch.

2. We deliver

LavenderLime ships mostly same day from stock to you and only use the Royal Mail. We usually use Tracked48 and until you get your delivery, it's our responsibility. We will handle any missing parcels, errant deliveries and shipping problems for you and if the delay is unacceptable we will re-ship using a different post method. 

3. We guarantee

If you aren't happy then neither are we. When we have problems our customers still give us great reviews because we will move heaven and earth to make sure we deal with problems to our customer's satisfaction. If you don't like your shopping you can return for a full refund within 28 days as long as the item is 'as new' with tags. If any item is faulty we will refund or replace at our own cost, whichever suits you. Should customers wish to return faulty goods at their own cost, we will refund the cost of Royal Mail second class signed for post once the item is received.

4. We provide great service

Whether it's the things you buy, the delivery, the way we handle the order or just replying to an email, we do a great job. 

We hope you like shopping with LavenderLime, if you have any questions just give Nikki the boss a call, she would love to chat!

See you soon I hope,

Nikki, John and the LavenderLime team x