Orders, Delivery & Returns

Ordering

Do I need an account to order?

Don’t worry, you don’t need an account to place an order, just check out as normal. However, with an account, you benefit from being able to track your orders and see what you have previously purchased as well as quicker checking out on your next purchase and being part of the gang! Create one here.

I have forgotten my account details. What do I do?

Yep Panda does this all the time. Don’t worry, click here and select forgotten your password underneath the login form. Remember, you don’t need an account to make a purchase.

How do you store or update my personal information?

We know how important personal data protection is. Any data relating to account details or orders is only stored within Shopify, the e-commerce platform we use and postal services use for delivery.

If you have signed up for our newsletter, then this data is stored within the marketing platform we use to send our digital correspondence. If you would like a copy of your stored personal data or get it removed, do request so by getting in contact here.

What payment methods and currencies do you accept?

We accept most major debit and credit cards including Visa, Mastercard, Visa Debit, American Express and PayPal payments. All payments are safe and SSL encrypted during the checkout process.

We currently only accept payments in GBP.

If your order is for delivery within the UK or European Union, the prices charged include VAT. Outside of those countries, the price will be displayed without VAT.

Our VAT number is GB 974 7403 89

Can I cancel an order?

If, for some reason you need to cancel an order, please contact us here immediately and we will try and stop your package being sent. This cannot be guaranteed as the gang process orders straight away.

Can I change my delivery address?

If you realised you have entered the wrong delivery address straight after ordering, please contact us immediately here and we will try and update the order. This cannot be guaranteed as the gang process orders straight away.

I have a discount code, how do I use it?

Great. First check it’s still valid, then simply enter your code in the box provided within the checkout process and click apply. The order summary page will appear in the checkout. If you are ordering on a mobile or tablet please make sure to click on the "Show order summary" drop down at the top of the page.

I haven't received my order confirmation so I'm not sure my order has gone through. What should I do?

First thing is to check your junk/spam email folders as sometimes the confirmation email ends up there. If you can’t find it, send us your name and the email address used for the order here and we will track it down.

Delivery

Do you ship Internationally?

Yes, we do ship to most countries using the Royal Mail International service. It may take longer for some countries so please be patient but the gang will get our products to you!

Where custom taxes apply, you will be responsible for paying any charges.

Unfortunately, due to the on going changes to the EU-UK Trade and Cooperation Agreement, we have suspended delivery to all addresses within the EU. We are doing everything we can to ensure we continue to ship to the EU as soon as possible. 

How quickly does my order get to me?

The gang work hard to get every order to you as quickly as possible. Orders are sent via Royal Mail or special couriers where chosen to ensure your orders arrive securely and on time.

    The gang don’t work weekends or bank holidays so any orders placed during those times, will be processed on the next working day.

    How much does it cost?

    We are working hard to ensure we provide you the best prices for delivery. 

    Standard delivery for UK orders starts from £2.95 or next day delivery from £5.46. International orders vary depending on the country of the delivery address. The cost is calculated at the checkout or contact us directly for a quote. 

    If you have any questions regarding cost please email us for further details here.

    I am not at home to accept my order. What happens?

    As we want to make sure all orders arrive safely, all tracked deliveries require a signature. Unfortunately, we can’t specify exactly when your package will arrive. If no one is able to accept the delivery at the specified address, the package will be returned to your local depot and a card will be left highlighting how to organise re-delivery.

    Where possible, packages will be put through the letterbox, left with neighbours or in a safe place with a card telling you where to collect your package. 

    What happens if my order hasn’t arrived?

    The gang strive to get your order delivered on time, but sometimes delays happen due to availability, payment or delivery problems which are out of our control.

    If we can’t ship the product straight away, we will be in touch via email or by phone. If there are delivery delays, we will work with our delivery partners to keep you updated. If you have a tracking number please visit the delivery company website. If you are unsure which company is delivery your parcel please get in contact with us here. 

    Whilst we are doing all we can to ensure you receive your parcel as soon as possible, please note due to the on going changes of COVID-19 your order might experience delays. Thank you for your patience during this time.

    Can I send items to more than one delivery address?

    We can only deliver orders to one address, so if you would like to send products to different addresses, you will need to create separate orders.

    For any other delivery questions, do contact us here and don’t forget to include your order number.

    Returns

    We are sure you will love your Lemon Ribbon products but if you aren’t happy with your purchase, we accept returns or exchanges within 28 days of ordering.

    To be eligible for a refund or exchange, the product must be unused and in the same condition that you received it. This means ensuring that the tags are still intact and the packaging has not been destroyed. 

    We can exchange or refund your product and refunds are credited back to the account that made the original purchase within 14 days of us receiving the item. 

    Please note that only a standard delivery cost will refunded unless it was our mistake with the order. 

    Please package them carefully back in the box or bag and use a secure postage method (non-refundable) to return your products to:

    Lemon Ribbon Returns
    PO Box 1593
    KINGSTON UPON THAMES
    KT1 9AW
    UK

    Once the gang have received and inspected the products, your refund or exchange will be processed.

    Please note we are unable to refund Gift Cards.

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