SHIPPING & RETURNS
We aim to deliver your order in the shortest possible time. Most orders will be despatched within 2 to 3 working days. We will contact you if there is a problem with your order or if the items are out of stock. UK orders are processed by The Royal Mail. Shipping is free on all orders over £75 for all UK customers.
The costs are:
- Free UK delivery for orders over £75.
- Standard UK delivery around 5 working days: £3.50.
- Europe: £7.50.
- Rest of the world: £15 by Royal mail; £25.00 by DHL courier. Unfortunately, we are currently unable to ship to Russia at the moment.
*Please note that a signature will be required upon delivery of your order.
When your order has been shipped, we will send you a dispatch e-mail containing your tracking number as well as an estimated delivery time. Once the courier has collected the item, we cannot guarantee your exact delivery date. We will endeavour to dispatch your order as quickly as possible but we cannot be held responsible for delays as a result of remote delivery locations or weather conditions.
We are not liable for any customs or duty taxes, which may be incurred. If ordering from outside the UK, additional charges may be added on receipt of delivery over which we have no control and for which we are not liable.
We will not be liable for a loss or missing order that has been signed for by someone other than the purchaser, for example an office address that has been provided for delivery or neighbours who have signed for the items on your behalf. When placing your order please ensure that all the details concerning the billing and shipping details are correct, as we are unable to redirect packages once the courier has processed an order.
Our return policy is really simple. When you receive your item, you must check it as soon as possible following receipt and always before use. If, for whatever reason, you are unsatisfied with your order, you can return your order for a refund or an exchange provided the returns are shipped back to us within 14 working days, which starts on the day after you received the item.
We are sorry but we are unable to accept the return of the items unless they are returned in the original condition, which should include tags and any packaging.
We reserve the right to change this Returns Policy at any time.
HOW TO RETURN OR EXCHANGE YOUR ITEM
- Contact us via email firstname.lastname@example.org or call us on 0207 770 6150 within 48hrs of receiving your item.
- You must inform our customer service team of your order number, the item you are returning and the reason for return.
- Please package the item securely and include inside the package, your order number, name and address.
- If you wish to exhange your item for an alternative size or colourway, please make a note of the size or colour you would like on your original reciept.
- Please obtain a proof of postage from the Post Office when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit
- If you request a replacement and the product is no longer available, we will process the refund back to the original credit/debit card/PayPal account used to purchase the item.
- Any item you have accepted and then returned is your responsibility until it reaches our office. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods. Please ensure items are packaged correctly, to prevent any damage in transit. We are not responsible for any items that are damaged once returned.
OUR RETURNS ADDRESS
LuLu & Co, The Old Truman Brewery, 91 Brick Lane, London E1 6QL
WHAT WE'LL DO NEXT
- All products returned to us are checked by our Returns Department.
- If you are entitled to a refund then we will refund the price of your item (including the cost of delivery).
- We will then notify you by email once we have received and accepted your returned item.
- Returns are usually processed within 7 working days of receipt of a cancelled order in the same currency and at the latest within 30 days of receipt.
- We will refund the original credit/debit card/PayPal account used to purchase the item.
WRONG ITEM RECEIVED
In the rare event you receive the wrong item by mistake we will resolve this as quickly as possible for you.
To receive a refund or a replacement, you must return the item in the same condition you received it and within 14 days from the day on which you received the item.
DAMAGED OR FAULTY ITEMS
Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you.
If you believe that the item is faulty, please contact us. You will need to tell us exactly what the fault is as soon as possible after discovering the fault and we will advise what to do next.
ITEM NOT RECEIVED
We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you.
To receive a refund or a replacement, you must inform us that you have not received your item within 14 days from the day on which you received an email from us confirming that the item had been dispatched.
RETURN OF REPLACEMENT GOODS
If an item you ordered was found to be faulty and we replaced it, you have the right to cancel your order in respect of the replacement product within 14 working days, starting on the day after you received the replacement item and then receive a refund.
COST OF RETURNING ITEMS
Please note that we can only refund the postage costs for returning an item where:
- we sent you the wrong item, or
- the item is damaged or faulty, or
- where you are returning a substitute or replacement item which you do not want to keep.
We will not refund postage for items found to be in good working order. Costs of posting the item back to you will depend on the item.
CHRISTMAS PERIOD RETURNS POLICY
We don't want you to worry about anything during the Christmas holiday period, so that you can relax and buy all your gifts before the Christmas rush.
We have therefore extended our returns policy for Christmas; all items purchased after the 1st December in any year can be returned up until the end of January in the year immediately following the previous year.
COMPLAINTSIf you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we sincerely apologise. We want to look after our customers and resolve the matter. Please tell our customer service representatives on email@example.com, or send your complaint by post to the address listed above.