Terms and Conditions


Last updated June 14, 2024


This page (together with the documents referred to on it) tells you the terms and conditions on which We sell any of the products (Products) listed on our website

You should print a copy of these terms and conditions for future reference.

Using this Website indicates that you accept these terms and conditions together with our Privacy Policy, regardless of whether or not you choose to register with us. If you do not accept these terms and conditions, do not use this Website.


These are the legal terms and conditions under which we supply the products (“Products”) listed on our website www.lovesoul.co.uk (“our site”) to you. Please read these terms and conditions (“Terms and Conditions”) carefully before ordering any Products from our site. By placing an order to purchase any of our Products you agree to be bound by these Terms and Conditions together with our Website Terms of Use, our Privacy Policy and our Refund and Returns Policy regardless of whether or not you choose to register with us. These Terms and Conditions tell you who we are, how we will provide Products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.


www.lovesoul.co.uk is operated by Cotonic Limited (“we” “us” “our”). We are a company registered in England under company number 15112925 and with our registered office at

Cotonic Limited

2 Lynwood Avenue


Surry TW20 9RD

Our email address is hello@cotonic.co.uk


  • 3.1 The images of the Products on our site and in our other advertising materials are for illustrative purposes only. Your Products may vary slightly from those images. Although we have made every effort to display and print the colours of the Products accurately, we cannot guarantee that your device or computer’s display of the pictures, or the pictures in our other advertising materials, accurately reflect the colours of the Products that will be delivered to you. The Products may vary slightly from these images.
  • 3.2 Whilst we take reasonable care to ensure accuracy, all sizing and measurements of Products detailed on our site are approximate. We cannot guarantee that all details are always accurate, complete, or error free.
  • 3.3 All our Products are sold on the basis that they are suitable for domestic and private use only. As such, none of our Products are intended for use in connection with any business purpose.
  • 3.4 Please note that Products on our site are NOT aimed at persons aged under 18 and may be unsuitable for persons under this age group.


  • 4.1 Some restrictions are placed on the extent to which we accept orders from specific countries.
  • 4.2 If we are unable to accept your order, we will inform you of this and will not charge you for the Product(s). This may happen in circumstances, including (but not limited to) where the Product(s) is/are out of stock, because of unexpected limits on our resources which we could not reasonably plan for, or because we have identified an error in the price or description of the Product(s).
  • 4.3 We may make changes to these Terms and Conditions from time to time. The Terms and Conditions that apply to your Contract will be those that are displayed on our site when you place your order.


  • 5.1 You may only purchase Products from us if
    • (a) you are legally capable of entering into a binding contract with us;
    • (b) you are an authorised user of the credit or debit card or payment account (ie PayPal, Visa, Mastercard and Amex) used to pay for your order; and,
    • (c) you are placing an order for delivery in a country that we deliver to.


  • 6.1 Once you have placed your order, you should receive an e-mail from us acknowledging that we have received your order (but please contact us if you do not receive this e-mail). Please note this does not mean that your order has been accepted or that a contract has been formed between you and us. All orders are subject to availability and acceptance by us (which we may refuse for any reason).
  • 6.2 After you submit your order, we immediately contact your bank or card issuer for authorisation to take payment from your account. We will not process your order until payment has been received in full. If we accept your order we will confirm this to you by sending you a further e-mail (“Dispatch Confirmation”) confirming the Product is being processed ready for dispatch at which point the contract between you and us (“Contract”) will be formed.
  • 6.3 As soon as you place your order, we start to process your order which means you will not be able to change it before delivery, but you may be able to return your Products or cancel this Contract under clause 10 of these Terms and Conditions or under our Refund and Returns Policy.
  • 6.4 From time to time we may make minor changes to a Product to reflect changes in relevant laws and regulatory requirements.
  • 6.5 These Terms and Conditions, and any Contract between us, are only in the English language. Please note that we may not necessarily keep a copy of your Contract. You should keep a copy of these Terms and Conditions and your order for future reference.

  7   Shipping

  • 7.1 We will seek to fulfil your order by the delivery date set out in the Dispatch Confirmation or, if no delivery date is specified, then as soon as reasonably possible (depending on the delivery service you have selected). In any event, delivery will take place no more than 30 days after the day your Contract is entered into.
  • 7.2 If no one is available at your address to take delivery and the Products cannot be posted through your letterbox or left in a safe place and/or if you do not collect the Products from an address notified to you by our carrier within the time period notified to you by our carrier at the time delivery is attempted, we may end the Contract and clause 10 will apply.
  • 7.3 Delivery of your order will be complete when we deliver the Products to the address you gave us and the Products will be your responsibility from that time.
  • 7.4 If you check out using your bank details, PayPal, or Apple Pay, you will own the Products once we have received payment in full
  • 7.5 Please note postcode restrictions apply. Delivery times and costs may be increased where the Products are shipped outside the UK.
  • 7.6 In addition, if you order Products from us for delivery to a destination outside the UK:
    • (a) your order may be subject to import duties and taxes which are applied when it reaches the delivery destination. Please note that we have no control over these charges and we cannot predict their amount. You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order. We will not be liable or responsible if you do not pay any such import duties or taxes;
    • (b) you must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law.


  • 8.1 The price payable for the Products shall be as shown on our site in pounds sterling (GBP), although please see clauses 8.5 below for what happens if we discover an error in the price of any Product you order. Prices advertised on our site include UK VAT at the relevant rate chargeable for the time being, but exclude delivery charges which are payable in addition and shown separately during the checkout process.
  • 8.2 We can change the prices on our site at any time without notice, but changes will not affect orders which we have already accepted. However, if the rate of VAT changes after the date of your order, we will adjust the rate of VAT you pay unless you have already paid for the Products in full before the change in VAT takes effect.
  • 8.3 We accept payment by debit card, credit card, Apple Pay (iOS only), PayPal, We accept the following cards: Visa, Mastercard, American Express.
  • 8.4 You must pay for the Products (including all applicable delivery charges), and we will charge the card you have chosen to use to pay for your order once you reach the final billing page and submit your order. We immediately contact your bank or card issuer for authorisation to take payment from your account.
  • 8.5 It is always possible that, despite our best efforts, some of the Products we sell may be incorrectly priced. We have the right to reject an order if we discover a pricing error. We will normally check prices before accepting your order and if the price is incorrect, we will try to contact you for your instructions before we accept your order. If we are unable to contact you, your order will be cancelled. If we accept and process your order where there is a pricing error that is obvious and unmistakable and which could reasonably have been recognised by you as a mispricing, we may end the Contract, refund to you any sums you have paid under the Contract and require the return of any Products provided to you.
  • 8.6 If you wish to apply a discount code or e-gift voucher code to your order, you must enter the relevant code during the online checkout process. Only one discount code and/or a maximum of five e-gift voucher codes, can be used per order and additional terms and conditions may apply in respect of each discount code. We reserve the right to decline to accept any discount or e-gift voucher code that is invalid for your order or that has expired.


  • 9.1 If you are a consumer in the UK or the European Union (“EU”), you have a legal right to cancel a Contract if you change your mind, until 14 days after you receive (or someone you nominate receives) the Product(s), unless the Products are split into several deliveries over different days, in which case you will have until 14 days after the day you receive (or someone you nominate receives) the last Product which you ordered under the Contract which you wish to cancel. We are entitled to extend your period for cancellation at our discretion and you should review our Refund and Returns Policy from time to time for further information.
  • 9.2 You are entitled to exercise your rights to cancel an order in respect of any one, or all Products from an order. Please see our Refund and Returns Policy  for more details.
  • 9.3 You may be entitled to a repair, replacement, or refund where you receive faulty Products, or your Products become faulty. Please let us know as soon as reasonably possible after becoming aware of a fault with your Product. For further information, please see our Refund and Returns Policy .
  • 9.4 If you wish to cancel a Contract under clauses 9.1 to 9.3 above, please let us know within the timescales set out under those clauses. There are a few ways to contact us, you can:
  • 9.5 For full details on returns and items that are excluded from being returned, please see our Refund and Returns Policy
  • 9.6 If you cancel a Contract under clause 9.1 before you receive the Products, but after the Products have been dispatched to you, you must return them to us once received. You must send off the Products for return within 14 days of telling us that you wish to cancel the Contract. We will pay the costs of your returns if you use our free returns service in accordance with the Returns Policy here, but if you do not use this service in accordance with our instructions then you will be responsible for the cost of returning Products to us. Please see our Refund and Returns Policy for further information about how to return Products to us.
  • 9.7 If you cancel your Contract under clause 9.1, we will:
    • (a) subject to clause 9.9, refund you the price you paid for the Products. However, please note that we may reduce the value of your refund to reflect any reduction in the value of the Products if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the Products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount; and
    • (b) refund some or all of charges you have paid for delivery of the Products to you on the basis that the maximum refund for delivery costs will be the least expensive delivery method we offer to your delivery destination; and
    • (c) make any refunds due to you by the method you used for payment:
      • (i) 14 days after the day on which we receive the Products back from you or, if earlier, the day on which you provide us with evidence that you have sent the Products back to us; or
      • (ii) 14 days after you inform us of your decision to cancel the Contract.
  • 9.8 Please see our Refund and Returns Policy for more information about returns and refunds.
  • 9.9 You may also have additional rights to terminate Contract under applicable consumer laws.


  • 10.1 We may end the Contract at any time by writing to you if
    • (a) you do not make any payment to us when it is due;
    • (b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Products; or
    • (c) you do not, within a reasonable time, allow us to deliver the Products to you, or you are unavailable to receive delivery.
    • (d) if the Products you have ordered are no longer available.
  • 10.2 We may also end the Contract in the circumstances set out in clause 8.5.
  • 10.3 If we end the Contract in any of the situations set out in clause 10.1 or 10.2, we will refund any money you have paid in advance for the Products we have not provided but we may deduct or charge you reasonable compensation for the costs we will incur as a result of your breaking the Contract.


  • 11.1 If you are a consumer, we are under a legal duty to supply Products that are in conformity with the Contract. Nothing in these Terms and Conditions will affect your legal rights in relation to Products that are faulty or defective.
  • 11.2 If you consider that any Product we have supplied is faulty or mis-described, please notify us using the contact details set out in clause 9.4.
  • 11.3 If you discover that your Product is faulty, we may request evidence, such as images of the defect, before issuing any refund of the price paid and/or any associated delivery costs.


  • If you believe there are items missing from your order, you must notify us within 14 days of receiving your order. If you do not inform us within 14 days of receiving your order, the order will be deemed delivered.


  • 13.1 If we fail to comply with these Terms and Conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the Contract was made, both we and you knew it might happen.
  • 13.2 Please note that we only provide our site and Products for domestic and private use. You agree not to use our site or any of our Products for any commercial, business or resale purposes, and we have no liability to you for any loss of any business of yours and will not provide VAT invoices for your purchases. If you are not a consumer, you must obtain our prior written consent to purchase Products from our site.
  • 13.3 If you are not a consumer, we:
    • (a) exclude all implied conditions, warranties, representations or other terms that may apply to our site or any content on it, to the fullest extent permitted by law;
    • (b) will not be liable for:
      • (i) loss of profits, sales, business, or revenue;
      • (ii) business interruption;
      • (iii) loss of anticipated savings;
      • (iv) loss of business opportunity, goodwill or reputation;
      • (v) waste of management or office time;
      • (vi) any indirect or consequential loss or damage; or
      • (vii) any liability or obligation we may have under any applicable consumer rights laws.
  • 13.4 However, we do not in any way exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or for breach of your legal rights as a consumer in relation to the Product(s). Nothing in these Terms and Conditions shall affect or limit your rights as a consumer under applicable laws in the jurisdiction in which you are a resident.
  • Finally, please be aware that the security of communications sent over the Internet (including by e-mail) is subject to many factors outside of our control. As such, we do not guarantee the security or confidentiality of any electronic communications. In addition, we shall have no liability for your inability to connect to or to access our site which may result from any faults, errors or problems relating to your PC hardware, software, network or security, or your Internet service provider or any other similar problem.


  • 14.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by an event outside our reasonable control, including any event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation):
    • (a) strikes, lock-outs or other industrial action.
    • (b) epidemic or pandemic or government actions arising from such epidemic or pandemic.
    • (c) civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war.
    • (d) fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster.
    • (e) impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
    • (f) impossibility of the use of public or private telecommunications networks.
    • (g) the acts, decrees, legislation, regulations or restrictions of any government.
    • (hereinafter referred to as an “Event Outside Our Control”).
  • 14.2 If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract, we will contact you as soon as reasonably possible to notify you and our obligations under the Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.
  • 14.3 You may cancel a Contract affected by an Event Outside Our Control if there is a risk of substantial delay. To cancel a Contract under this clause 13 please contact us using the details set out in clause 9.4.


  • All and any Intellectual Property Rights in the Products shall be owned by us or our licensors. All such rights are reserved.


  • 16.1 You can contact us with any questions, comments, complaints, or requests regarding these Terms and Conditions or our Products, using the details set out in the Contact Us section at clause 9.4 above.
  • 16.2 If you are not satisfied with how we have handled any complaint, you may wish to request that the complaint be referred for alternative dispute resolution (where an independent body considers the facts of the dispute and seeks to resolve it without you having to go to court). Disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform, which can be found here.


  • Official lovesoul.co.uk promotion codes entitle you to an offer on your online order from lovesoul.co.uk. To utilise your promotion code, click the “redeem a promotion code” button on the order summary page and enter the specific code. Please note, promotion codes can only be used once per transaction and cannot be used in conjunction with any other promotion or offer. Promotion codes are territory specific, remain our property, are not transferable and are not valid for the purchase of gift cards or gift vouchers. There is no cash alternative. Promotion codes and related offers are not open to employees of Cotonic Limited and we reserve the right to withdraw them and refuse or restrict any order at any time. Promotion codes are only valid on lovesoul.co.uk for payments made by residents of the United Kingdom and Ireland in Sterling, where enabled, Euros, USA Payment by Euros, US or dollars can be enabled by selecting the appropriate flag in the dropdown currency selection menu in the top right-hand side on any page.


In order to resolve a complaint regarding the Services or to receive further information regarding use of the Services, please contact us at:

Cotonic Limited

2 Lynwood Avenue

Egham, Surry TW20 9RD

United Kingdom

Phone: +447575560606