Returns and refunds
This page is for books and other items you buy on this website. We describe and photograph every book carefully, so we hope you'll never need it. If you do, here is how it works.
Changed your mind, or ordered by mistake?
You can cancel your order for any reason within 14 days, starting the day after it reaches you (or the day after you collect it from the shop).
- Tell us within those 14 days. An email to books@mrslofthouse.co.uk with your order number is easiest. You can also ring 01723 679916, write to us, or use the form at the bottom of this page.
- Send it back within 14 days of telling us, to Mrs Lofthouse's Emporium, 4 Queen Street, Scarborough YO11 1HA. Or bring it into the shop, which costs you nothing.
- You pay the return postage. We don't cover it when the book is fine and you've changed your mind or ordered the wrong thing. Please pack it well and use a tracked service, so you can show it was sent.
- We refund the price of the book and the standard postage you paid, within 14 days of getting it back, or of you showing us proof you've posted it if that comes first. If you send back only some of an order, we refund those books, plus any postage you'd have saved if you had never ordered them.
- Please look after the book while it's with you. Look it over as you would in a bookshop, but don't write in it, crease it or wear it. If it comes back in worse condition than we sent it because it was handled more than that, we may take off an amount that reflects the value it has lost.
Something wrong with it?
If a book arrives damaged, has a fault we didn't tell you about, or isn't as we described or photographed it, that's on us, not you.
- Tell us as soon as you can, with a photo if possible.
- Within 30 days of it reaching you, you're entitled to a full refund, including the postage you paid. After 30 days you still have rights under the Consumer Rights Act 2015: get in touch and we'll put it right.
- We pay to get it back. We'll send you a prepaid label or refund your reasonable return postage.
- If your parcel doesn't arrive, let us know. It's our responsibility until it reaches you.
Things you can't return for a change of mind
- DVDs, Blu-rays, audio recordings and software that were sealed when they reached you, once you've opened the seal. If they're faulty, the section above still applies.
- Tickets for our events, which are for a set date. If we cancel or move an event, we'll offer you a refund.
Gift vouchers
If a gift voucher hasn't been used, the person who bought it can ask us for a refund within 6 months of buying it. We refund the buyer, not the person it was given to, so please ask them to get in touch with their order number.
How your refund is paid
Back to the card or account you paid with, through Shopify, our payment provider. We don't charge any fee for a refund.
Your legal rights
Nothing on this page takes away your rights under the law. If anything here ever seems to say otherwise, the law wins.
Cancellation form (if you'd like one)
You don't have to use this. A clear email or letter does the same job. If you'd like to, copy it into an email or a letter:
To Mrs Lofthouse's Emporium, 4 Queen Street, Scarborough YO11 1HA, books@mrslofthouse.co.uk:
I hereby give notice that I cancel my contract of sale of the following goods: [the book or books]
Ordered on [date] / received on [date]
Name: [your name]
Address: [your address]
Signature (only if on paper):
Date: