Refund Policy
Last Updated: September 14, 2026
At HATHERLEY & Co. (owned by Gonçalo Simões Oliveira), customer satisfaction is our top priority. We comply fully with the European Union Consumer Rights Directive and the Irish Consumer Rights Act 2022.
If you are not entirely satisfied with your purchase, we are here to help you with an easy and transparent return process.
1. 30-Day Return Window
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Under EU legislation, consumers have a statutory 14-day right of withdrawal. At HATHERLEY & Co., we extend this window to 30 calendar days from the date your order is physically delivered to your shipping address.
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To be eligible for a return, items must be in their original condition: unworn, unwashed, unused, with all original tags still attached, and in their original packaging.
2. Non-Returnable Items
For health, hygiene, and safety reasons, certain categories of products cannot be returned once opened or used, unless defective:
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Intimate apparel, swimwear, and underwear (if hygiene seals are broken).
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Pierced jewelry.
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Customized or personalized products made to your specifications.
Note: Items purchased on sale or discount are fully eligible for return and refund under our standard policy in accordance with EU regulations.
3. Return Shipping Costs
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Customer Change of Mind / Preference Returns: If you are returning an item because you changed your mind or selected the wrong size/color, you will be responsible for paying the direct shipping costs to send the item back to our designated returns facility.
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Defective, Damaged, or Incorrect Items: If you received a faulty, damaged, or wrong item, HATHERLEY & Co. will cover the full cost of the return shipping or issue an immediate replacement/full refund at no additional cost to you.
4. How to Initiate a Return
To start a return process, please follow these steps:
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Contact Us: Send an email to support@laoisedublin.com within 30 days of receiving your package. Please include your Order Number, the item(s) you wish to return, and the reason for the return (with photos if damaged).
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Receive Return Instructions: Our support team will review your request and provide you with the correct return authorization and return address.
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Ship the Item: Package the item securely and send it to the designated address provided by our team. We strongly recommend using a trackable shipping service, as we cannot guarantee receipt of un-tracked packages.
Please do not send your purchase back to the manufacturer or the origin address on the parcel without contacting us first.
5. Inspection and Refund Process
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Inspection: Once your return is received at our facility, our quality team will inspect the item(s) within 2 to 3 business days.
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Refund Approval: Upon approval, your refund will be processed immediately.
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Payment Method: The refund will automatically be credited back to your original method of payment (e.g., Credit/Debit Card, PayPal, Apple Pay).
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Processing Time: Refunds typically take 5 to 10 business days to reflect in your bank or credit card account, depending on your financial institution.
6. Damaged or Defective Goods (Statutory Guarantee)
If your item arrives damaged, defective, or does not match its description, you are entitled to a full remedy under Irish Consumer Law. Contact us immediately at support@laoisedublin.com with photos or video evidence of the fault. We will arrange a free replacement, repair, or a 100% full refund including original shipping costs.
7. Order Cancellations
You may cancel your order within 24 hours of purchase, provided it has not yet been processed or dispatched. If the order has already been dispatched, you can return it upon receipt by following the standard return procedure above.
8. Contact Information
If you have any questions regarding returns, refunds, or exchanges, please contact our team: LAOISE DUBLIN
Store Owner: Gonçalo Simões Oliveira
Email: support@laoisedublin.com
Customer Support Hours: Monday – Friday, 11:00 AM – 7:00 PM (GMT/IST)
Managing Agency: BettencourtRosa LLC (30 N Gould St Ste R, Sheridan, WY 82801-6317, USA)
