Refund policy

Returns & Refunds

Last updated: 25 July 2026

Your right to cancel an online order

For most items purchased online, you may tell us that you wish to cancel within 14 days of receiving the order. After notifying us, you then have a further 14 days to send the item back. You do not need to give a reason to exercise this statutory cancellation right. This policy does not limit any rights you have under applicable consumer law.

Start a return or exchange

  1. Contact THE LANE on WhatsApp with your order number, the item and a brief description so we can route the request correctly. For a fault or damage claim, include clear photos. A reason is not required when exercising a statutory cancellation right.
  2. We will review the request to confirm eligibility, the correct return address and instructions. This review does not limit any statutory cancellation or faulty-goods rights.
  3. Do not send an item to an address found elsewhere. Use a tracked service and keep proof of postage until the return is completed.

Condition of returned items

You may inspect and try on an item as you would in a shop. Please return it with its original tags and packaging where reasonably possible. We may reduce a refund only where handling beyond what is necessary to inspect the item has reduced its value.

Return shipping

For a change-of-mind return, the customer is responsible for return postage. If an item is faulty, damaged on arrival, or not as described, contact us before returning it so that we can arrange the appropriate remedy and cover reasonable return costs where required.

Refunds

Once the return is received, we will inspect it and issue any refund due to the original payment method within 14 days. Any lawful deduction for handling beyond what is necessary to inspect the item will be explained. Your bank or PayPal may take additional time to display the credit. Any statutory refund entitlement remains unaffected.

Exchanges and exceptions

For a size exchange, contact THE LANE on WhatsApp with your order number and preferred UK size. Exchanges and store-credit options depend on stock and our agreement; these optional alternatives do not affect any statutory right to a refund. Certain genuinely personalised, made-to-order or sealed hygiene-sensitive goods may not qualify for change-of-mind cancellation where a legal exception applies, but this does not affect your rights if an item is faulty or not as described.