Customer information

Policies & contact

Owner — before you launch. Everything highlighted like this is a detail only you can supply. Fill each one in, then delete this box. The wording is a sound, standard starting point for a UK online clothing shop, but it is not legal advice and has not been reviewed by a solicitor. Have it checked before you take real money.

Contact

We answer every message ourselves. The quickest way to reach us is Instagram; for anything about an order, email is better because we can see your order number.

UK e-commerce regulations require a business to give customers a geographic address and an email address before they buy. A trading address is required even if you work from home — many sole traders use a virtual business address for this reason.

Already ordered? You can check progress any time at track your order using your order number and the email address you paid with.

Shipping

Delivery options and prices are shown in your bag before you pay, so the amount you see at checkout is the amount you are charged. Nothing is added afterwards.

Options

• UK Standard Delivery — £4.95, tracked, 2–5 working days after dispatch.
• UK Express Delivery — £9.95, tracked, 1–2 working days after dispatch.
• Free standard delivery on orders over £120.

Dispatch

In-stock orders leave us within three working days. You will be emailed a tracking number as soon as your parcel is handed to the courier. Pre-orders follow the timings in the pre-order section below.

Where we ship

We currently deliver to the United Kingdom and Ireland. If we later ship further afield, any customs duties or import taxes are the customer's responsibility and are not included in the price.

If something goes missing

Tracking sometimes lags behind the parcel. If yours has not moved for five working days, email us with your order number and we will chase it with the carrier. We do not treat a parcel as lost until the carrier does, but we will not leave you without a resolution.

Returns & refunds

Your right to cancel

If you are a consumer in the UK you have 14 days from the day you receive your order to tell us you are cancelling, for any reason at all. You then have a further 14 days to send the goods back. We refund within 14 days of receiving them, or of proof that you have sent them, whichever comes first.

Condition

Please return pieces unworn, unwashed and with any tags still attached. You may handle an item as you would in a shop; if it comes back showing more wear than that, we may reduce the refund to reflect the loss in value.

Return postage

Return postage is paid by the customer unless the item is faulty or we sent the wrong thing. We recommend a tracked service — until a parcel reaches us it is still your responsibility.

Refunds

Refunds go back to the original payment method, never as store credit unless you ask for that. Your bank usually takes a further 5–10 days to show it. We refund the original standard delivery charge on a full cancellation; we do not refund the extra cost of an upgraded delivery service.

Faulty or wrong items

If something arrives faulty, damaged or not as described, you have 30 days to reject it for a full refund under the Consumer Rights Act 2015, and longer for a repair or replacement. Email us with your order number and a photo and we will sort it — you will not pay return postage in that case.

How to start a return

Email your@email.address with your order number and which pieces you are sending back. We will reply with the return address and instructions.

Pre-order terms

Some pieces are sold as pre-orders. These are labelled PRE-ORDER on the product, in your bag and at checkout. Ordering one means:

• Payment is taken in full when you order, not when the piece ships.
• The piece is not held in stock at that moment. It is made or bought in once the pre-order window closes. We do not pretend otherwise.
• The estimated delivery window is shown on the product page and again at checkout.
• Estimates depend on our makers. Delays happen, and if yours moves we will email you rather than leave you guessing.
• You will be emailed when your pieces are ordered, when they arrive with us, and again with tracking when they ship to you.

Cancelling a pre-order

Your 14-day cancellation right starts when the goods arrive, not when you order — so you can cancel at any point during the wait and for 14 days after delivery. To cancel before dispatch, email us with your order number and we will refund in full.

If we cannot fulfil a pre-order

If a piece cannot be made at all, we refund you in full within 14 days of telling you. We will never substitute a different piece, colour or size without asking you first.

Terms & conditions

Who you are buying from

This shop is operated by your trading name of your business address, company number 00000000. In these terms "we" and "us" mean that business, and "you" means the person placing the order.

How a contract is formed

Adding pieces to your bag and paying is an offer to buy. Our confirmation email acknowledges your order; the contract is formed when we dispatch, or in the case of a pre-order when we accept your order and take payment. If we cannot fulfil an order we will tell you and refund you in full.

Prices and errors

Prices are in pounds sterling and include VAT where applicable. We take care with pricing, but if an obvious error slips through we will contact you before dispatching and you may cancel for a full refund. We are not obliged to supply at an incorrect price.

Payment

We accept cards, Apple Pay, Google Pay and PayPal. Payments are handled by Stripe and PayPal; we never see or store your card number. Your order is confirmed only once the payment provider confirms the payment to us.

Delivery and risk

Risk passes to you when the goods are delivered to the address you gave. Please check that address carefully — we cannot recover a parcel sent to an address entered incorrectly.

Age

You must be at least 18, or have a parent or guardian's permission, to place an order.

Our liability

We are responsible for loss you suffer that is a foreseeable result of us breaking these terms. We are not responsible for unforeseeable loss, or for business losses. Nothing here limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law — and nothing here affects your statutory rights as a consumer.

Intellectual property

All designs, graphics, photography and the Lost Diary name and marks belong to us. Buying a piece does not grant any right to reproduce or resell those designs.

Governing law

These terms are governed by the law of England and Wales, and disputes may be brought in its courts. If you live elsewhere in the UK you keep the protection of your local consumer law.

Privacy policy

Who controls your data

Your trading name, your business address, is the data controller. Contact us about anything on this page at your@email.address.

What we collect

• Order details — your name, email address, delivery address, phone number if you give one, and what you bought.
• Payment confirmation — the provider's transaction reference, the amount, and whether it succeeded. We never receive your card number, expiry date or security code. Those are entered on Stripe's or PayPal's systems and never pass through this website.
• Mailing list — your email address, if you choose to give it.
• Basic technical data — our host logs IP addresses briefly to protect the site from abuse.

Why we use it, and our lawful basis

• To take payment, fulfil your order and handle returns — performance of a contract.
• To keep accounting and tax records — legal obligation.
• To prevent fraud and protect the site — legitimate interests.
• To email you about new releases, if you asked us to — consent, withdrawable at any time.

Who we share it with

Only the services needed to run the shop, and only what each one needs:

• Stripe and PayPal — to take and refund payments.
• Cloudflare — hosting for our shop database and API.
• Resend — sending your order emails.
• Delivery carriers — your name and address, so your parcel arrives.

We do not sell your data, and we do not share it for anyone else's advertising.

Where your data is held

Some of these providers process data outside the UK, including in the United States. Where that happens it is covered by the safeguards those providers offer for international transfers, such as the UK Addendum to the standard contractual clauses.

How long we keep it

Order and payment records are kept for six years after the order, which is the period HMRC expects for business records. Mailing list entries are kept until you unsubscribe.

Your rights

You can ask us for a copy of your data, ask us to correct it, ask us to delete it where we are not required to keep it, ask us to restrict or stop certain uses, or ask for it in a portable format. Email us and we will respond within one month.

If you are unhappy with how we handle your data you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

If you are UK based and process customer data for a business, you most likely need to register with the ICO — it is an online form and a small annual fee.

Cookies & storage

We keep this short because there is not much to tell.

Essential — always on

Your bag, your delivery choice and your answer to this cookie notice are kept in your own browser's storage. They stay on your device, we cannot read them, and the shop cannot work without them. Storage that is strictly necessary to provide something you asked for does not require consent under UK rules.

Analytics — only if you accept

We would like to know which pieces people look at, so we know what to make more of. This is off unless you press Accept on the banner, and nothing is loaded before you do. Press "Essential only" and no measurement happens at all — the shop works exactly the same either way.

Changing your mind

Use Cookie settings at the bottom of the shop at any time. Withdrawing permission is one press, the same as giving it. Clearing your browser data also resets the choice.

What we do not do

No advertising cookies. No selling of behavioural data. No third-party pixels beyond the one analytics tool described above, and only with your permission.

Last updated DD Month YYYY