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 Orders are billed in US Dollars ($) to customers with billing addresses within the US or Canada.

Orders are shipped from our warehouse in New York where local delivery rates apply. A 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.

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

You can shop at Lulu Guinness without creating an account. However, by registering with us you'll be able to enjoy the following benefits:

- The ability to track all orders
- Review past purchases.
- Save multiple address details
- Save and share items to your Lulu Love list

This allows all future orders to be processed more quickly next time .

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

What currency can I pay in?

Both GBP & US Dollar currencies are available on luluguinness.com. For UK, Europe and ROW (excluding USA & Canada) orders should be placed in GBP,  and if ordering from the US or Canada please select the US flag in the 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 US or Canada. All other customers should order through our UK/GBP site.

What methods of payment do you accept?

We accept all major credit and debit cards including American Express and Discover (US only). We now accept payment through Paypal and China Union Pay. We cannot accept cash or cheque on delivery.

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 have also introduced MasterCard® SecureCode and Verified by Visa to give you even more confidence in shopping at Lulu Guinness. 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.

How do I manage my account?

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

If you have forgetten 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 despatched.

Please contact customercare@luluguinness.com to ensure your order is delivered to the correct address.

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 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, so 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. 

What happens if an item is out of stock?

If an item is out of stock it will not be visible on the site, unless it is an item where we will expect further stock.

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

Add an item buy 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 has been received and when will payment be deducted from my account?

Once your order has been placed and payment has been accepted, you will view the order acknowledgement page. Your order confirmation will be sent to the email address registered with your account.

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

Before your order has been prepared for despatch, it may be possible to cancel an item. Please note, we are unable to change or edit the billing and shipping details, change items, combine orders or add items to an existing order once it has been placed.

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 ship to an alternate address?

Once you have placed your first order online, you can then ship to an alternate shipping address other than your delivery address. We are unable to ship your order to multiple addresses in one order.

Can I track my order?

Yes, once the order has been despatched from our warehouse, you will receive a despatch 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 forwarding addresses?

Our nominated delivery service UPS cannot currently deliver to BFPO, P.O Box or freight forwarding addresses.

Can I collect from one of your stores?

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

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) 843 2080177 (with answer phone) 
Email: customercare@luluguinness.com 
Hours: 7 days a week, 8am to 8pm (BST)

Can I exchange an order 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 items. We are unable to accept return applications which are outside of the 14 day policy..

How will my item(s) be packaged?

All Lulu Guinness handbags arrive in their own individual dust bag for storage (this excludes all Foldaway Lips Totes). Purses, lips clutches, key rings, zip pouches and card holders are packaged in a black and white Lulu Guinness box.

Please note; the Lily, Larysa & Luisa Totes, do not come in a gift boxes or with dust bags.

All products are wrapped in tissue paper and then placed in a discreet brown box.

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.

Do you offer a repairs service?

We offer a complimentary repairs service up to 12 months from the date of purchase. For further information please contact the customer service team.

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 a label inside the zip pocket of your Lulu Guinness bag or by visiting the caring for your bag section of our returns and repairs page.

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 all Lulu's newsletters.

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 Lulu's World.

How do I contact Lulu Guinness?

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

Our Customer Service Team is based at our Head Office in Central London. For enquiries outside our office hours, please leave a message and we will respond as soon as we can.
Tel: +44 (0)843 208 0177 
Email: customercare@luluguinness.com
Customer Services Hours: 7 days a week 8am to 8pm (BST)

US & Canadian Customers

For any order queries please contact our US Web Customer Service Team.
Tel: + 001 212 367 2120
Email: usa.customercare@luluguinness.com
Customer Services Hours: Mon-Sat: 11am to 7pm Sunday: 11am to 6pm (NY)

Please note our Website Customer Service Team is based at our Bleecker Street store in New York, however calls may be forwarded onto our Head Office in Central London.
We have a guaranteed 72 hour response time and our UK head office is closed on weekends and National Holidays.

For any product queries please contact our New York Bleecker St Store:
Tel: + 001 212 367 2120
Email: bleeckerst@luluguinness.com

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