Which site should I order from?

Customers based in the UK, Europe or other countries outside the US and Canada, should order through our UK/GBP currency site by selecting the UK flag in the top left of the page. 

Customers based in the US or Canada should click on the US flag icon to order from our USA/USD site. Deliveries to US & Canada are billed in US Dollars ($).

Please Note: US Orders are shipped from our warehouse in New York where local delivery rates apply. New York and New Jersey sales tax applies to all orders placed from these states. The sales tax percentage will be applied at basket stage and will be calculated separately for clarity.

How do I add/remove items in my shopping bag?

Add an item by clicking on ‘Add to bag’ on the product page or amend the quantity required in 'My Bag.'

To remove an item, go to My Bag and click 'Remove' next to the product you wish to remove.

If you are logged into your account, items will be saved in your shopping bag to view when you next log in. We will send you an email reminding you there are items remaining in your shopping bag.

How will I know when my order is received and when will payment be deducted from my account?

Once your order has been placed, you will view the order acknowledgement page. Your order confirmation will then be sent to the email address registered with your account. Provided there are no issues with your order, payment will then be deducted and your order will be processed.

Can I change or amend my order once it has been placed?

Unfortunately we are unable to make any changes to orders once they have been placed, this includes address amendments and order cancellations.

Can I place a telephone order?

If you are experiencing difficulties placing your order online, please contact our customer service team who would be happy to assist you with your order.

Tel: +44 (0) 800 044 3741 
Email: customercare@luluguinness.com 
Hours: Monday to Friday, 10am to 5pm (BST)

What currency can I pay in?

Both GBP & US Dollar currencies are accepted on LuluGuinness.com.

For UK, Europe and ROW (excluding USA & Canada) orders should be placed in GBP. 

If ordering from the USA or Canada please select the USA flag (top right of the website) to switch currencies. This currency selection is only available to customers who have a billing and delivery address in the USA or Canada. 

What methods of payment do you accept?

We accept all major credit and debit cards including American Express and Discover (US only). We also accept payment through Paypal and China Union Pay.

Online payments are taken securely using the UK’s leading payment gateway Worldpay. Your credit card details will not stored by Lulu Guinness Ltd.

We also use MasterCard® SecureCode and Verified by Visa to give you even more confidence in shopping at LuluGuinness.com. This service protects your existing card against unauthorised use by prompting you for a private password each time you shop with us.

To use this service, simply register with your bank first or other organisation that issued your card. For more detailed security information, please visit the online security page.

Do I need to set up an online account to place an order?

Yes, when placing an order at LuluGuinness.com you will be prompted to set up an online account.

To create an account, simply click on My Account  to fill in your details.

How do I manage my account?

To log into your account click on ‘My Account’ and enter your email address and password.

If you have forgotten your password, when you go to sign into your account, click on ‘Forgotten your password?’ and a new password will be sent to the email address registered to your account.

You can edit your account details by going to ‘My account’ and then click edit against each detail on your account. Please note that if you change your delivery address after placing an order, your order may have already been dispatched to your previous delivery address.

Please check your order confirmation to ensure your order is delivered to the correct address. To arrange to have your order delivered to an alternative address, you will need to contact the courier service provider,  DPD (UK only) UPS (Rest of World). 

To view details of your current and past orders, click on the orders tab within '‘My Account'

If you have difficulty logging into your account we recommend clicking on the forgotten password link. If the problem persists please contact the Customer Service Team.

How do I sign up to/unsubscribe from your newsletter?

You can sign up to our newsletter on our website by entering your details into Lulu's Newsletter page here.

To unsubscribe from all communication simply click on the ‘unsubscribe’ link at the bottom of a Lulu Guinness newsletter.

Do you offer a next day delivery service?

A next day delivery service is currently unavailable. For further information on our delivery service, view our shipping and delivery page.

Which countries does Lulu Guinness deliver to?

Lulu Guinness ships to 130 countries worldwide, please view our shipping and delivery page for more details.

Can I track my order?

Yes, once the order has been dispatched from our warehouse, you will receive a dispatch confirmation email with a link to track your order.

How much does it cost to ship?

For information on delivery charges to your destination, please view our shipping and delivery page.

Do I need to sign for my order?

Yes, our nominated couriers will require a signature on receipt of goods. If a delivery has been attempted by DPD and is unsuccessful, DPD may deliver to a close neighbour or leave a calling card and attempt to redeliver the next working day. Failing this, you will be responsible for retrieving the undelivered parcels or arranging a further redelivery.

Does Lulu Guinness ship to PO Boxes or freight addresses?

Unfortunately our nominated delivery service does not currently deliver to BFPO, P.O Box or freight forwarding addresses.

Can I collect from one of our stores?

A store collection service is currently not available for online purchases.

How will my item/s be packaged?

All Lulu Guinness leather handbags arrive in their own individual dust bag for storage and a black and white Lulu Guinness gift box. Please note that during Sale periods (including Black Friday, Cyber Weekend and Cyber Monday) these gift boxes are not available. Lips clutches, keyrings, card holders, selected wallets, zip pouches and purses are packaged in a black and white Lulu Guinness gift box.

Please note: umbrellas, notebooks, laminates (wallets, iPad sleeves, telephone cases, pouches), nylon items, shoppers, Foldaway Totes, Larysa Totes, Lucy Totes, Luisa Totes, Lily Totes and Backpacks do not come with gift boxes or dust bags.

For further details on specific items, please refer to the details listed on the individual product page.

All products come wrapped in tissue paper and then are placed in a white or brown box. All luggage is delivered in an appropriate sized discreet brown box, padded out securely. All hard sided luggage comes with an easily removable protective film on the front and back.

Can I exchange an item I received as a gift?

All items should be returned to the place of purchase. We do not offer exchanges online, however we can offer a refund to the purchasers account. No refunds will be made to third parties. Please note that if you send a gift internationally taxes and duties will be applicable to the recipient on delivery. You will need to warn the recipient of this or they may refuse the delivery.

How long have I got to return my order?

Should you wish to return an unwanted item to us, please register your return through your account online within 14 days of receiving your item/s. We are unable to accept return requests for item/s which are outside of the 14 day policy.

How do I care for my Lulu Guinness handbag?

Lulu Guinness use delicate fabrics and intricate embroidery techniques on certain items, so please treasure your handbag. Specific care instructions relating to each product can be found on the care card which came with your item and on the label inside the zip pocket of your Lulu Guinness bag. For more details please visit our caring for your bag section of our returns and repairs page.

How do I find an item on your website?

You can either look through the different categories listed in the top navigation menu or use the search box to find a specific item.

How do I know if an item is in stock?

If an item is out of stock online it will display ‘Sorry, this product is not currently available’. The item may be available from one of our stores, please contact them directly. Contact details can be found here. Please note that you will have to visit the store in person to make a purchase. Alternatively you can send your request to enquiries@luluguinness.com

What happens if an item is out of stock?

If an item is out of stock it will not be visible on the site. To check the availability of an item please email us at the below email address.

Email: enquiries@luluguinness.com 

Do you sell gift vouchers?

Gift vouchers are currently not available to purchase online but can be purchased through Lulu Guinness stores and may only be used in Lulu Guinness stand-alone stores.

How do I access the Lulu Guinness Social Media Pages?

For access to all social media pages, click on the individual icons found on the footer of all pages on the website or visit our Lulu Loves page.

How do I contact Lulu Guinness?

For order queries:

UK & Rest of World Customers (excl. US & Canada)

Tel: +44 (0)800 044 3741
Email: customercare@luluguinness.com
Customer Services Hours: Monday to Friday, 10am to 5pm (BST)

US & Canadian Customers

Tel: +44 (0)800 044 3741. Please note, this telephone number is a UK line and will be charged at an international rate.
Email: usa.customercare@luluguinness.com
Customer Services Hours: Monday to Friday, 10am to 5pm (BST)

For product and collections queries:

Email: enquiries@luluguinness.com 

If you are contacting our team via email, please note that our response time can take up to 3 working days. During sale periods where we are receiving high volumes of orders there may be a delay in our response times. Our UK head office is closed on weekends and National Holidays.

If you have any feedback in relation to your online shopping experience, please email customercare@luluguinness.com