Return and Refund Policy

At The Lineage, we want you to love your purchase. If for any reason you’re not fully satisfied, items can be returned within 30 days of delivery for a refund, provided they meet the requirements below.

1. Eligibility for Returns

To be eligible for a return:

  • The item must be unused, unworn, and in its original condition.
  • All original tags, labels, packaging, and included accessories must be intact.
  • A valid proof of purchase (order number or confirmation email) is required.
  • Items must be returned using a trackable shipping method.

Please Note:

Returns sent without prior authorisation will not be accepted. We are not responsible for lost or untracked return shipments.

2. Non-Returnable Items

The following items cannot be returned or refunded:

  • Custom-made or personalised items
  • Gift cards
  • Clearance or final sale items
  • Items damaged, worn, altered, or washed by the customer

3. How to Start a Return

To initiate a return, please email support@thelineage.co.uk with:

  • Your order number
  • The reason for return
  • Photos or videos (if the item is damaged, defective, or incorrect)
  • Your full name and delivery address

Our customer service team will review your request within 3 business days and confirm whether your return is eligible.

If approved, we will provide the return address and instructions.

4. Return Method

All returns are processed by mail.

The customer must ship the item using their own trackable courier service to the address provided after authorisation.

5. Return Shipping Costs

If the return is due to our error (e.g. incorrect, defective, or damaged item), we will provide a full refund, including return shipping costs, once we receive the item.

If the return is due to the customer (e.g. change of mind, incorrect size chosen etc.), the return shipping cost is non-refundable.

6. Refunds

Once your returned item is received and inspected, we will notify you by email:

  • If approved, the refund will be issued to your original payment method within 14 business days.
  • Your bank or payment provider may require additional time to process the refund.

If refund is not approved, we will provide a written explanation.

7. Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery. If you receive a damaged, defective, or incorrect item, contact us immediately at support@thelineage.co.uk with photos of the issue. We will arrange a replacement or a full refund at no cost to you.

8. Exchanges

We do not offer item-for-item exchanges. If you wish to order a different item, please return your original item following our returns process and place a new order. Once we receive and inspect your return, your refund will be processed in accordance with our policy.

9. Cancellations

Orders may be cancelled within 12 hours of purchase and are subject to a 15% administrative fee, deducted from the refund.

Once an order has been shipped, it cannot be cancelled.

If delivery fails due to an incorrect or incomplete address, or if the parcel is refused or unclaimed, a 15% restocking fee will apply and will be deducted from the refund.

10. Contact Information

Store Name: The Lineage

Email: support@thelineage.co.uk

Phone: 07360505351

Address: 82 A James Carter Rd, Mildenhall, Bury Saint Edmunds, Suffolk, IP28 7DE, United Kingdom

Customer Service Hours:

Monday–Friday: 09:00 a.m. – 5:00 p.m. (GMT - London)
Saturday-Sunday: Closed

We aim to respond to all requests within 1–2 working days.