Important Delivery Update
PLEASE NOTE: We are currently updating our warehouse system. This means orders placed between 3pm (GMT) Thursday 9th March 2017 and Thursday 16th March 2017 will occur a delay in dispatch. We expect to start shipping orders from Friday 17th March 2017. Our apologies for any inconvenience caused.
UK, Europe & Rest of World Delivery Services
Orders placed through the UK site will be dispatched via DPD courier systems for UK orders and UPS for all International orders.
Please provide your mobile number when you are creating the order to receive SMS updates on your delivery.
Orders are processed and delivered Monday to Friday, excluding public holidays. When items are in stock and orders are placed Monday to Thursday, we aim to dispatch within 72 hours of payment being cleared. Orders placed on Fridays, Saturdays and Sundays will be processed on the following Monday and dispatched within 72 hours. We currently do not offer an express or Saturday delivery service.
During periods when we are receiving high volumes of orders (such as Christmas and sale periods) despatch times may be longer. If you are experiencing delays with an order, please contact our Customer Service Team on +44 (0)800 044 3741 Monday to Friday, 10am - 5pm or email email@example.com
Please note that unfortunately our nominated delivery services cannot currently delivery to BFPO, P.O Box or freight forwarding addresses.
Lulu Guinness luggage range is only available for delivery in the UK only.
For shipping costs and times, please refer to the below information.
DPD Standard - £4.95
2-3 Working Days
Northern Ireland & Republic of Ireland
DPD Standard - £15
3-5 Working Days
Europe (including Channel Islands)
UPS Standard - £25
5-7 Working Days
Rest of World
UPS Standard - £41
7-10 Working Days
Lulu Guinness ships to 130 countries worldwide, please click here for the country list. If a delivery has been attempted by DPD and is unsuccessful, DPD may deliver to a close neighbour, leave your item in a safe place 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.
Please note that online orders cannot be collected from our stores.
Tracking your order
To check the status of your order, just sign into your account and click on 'Orders'
Your order will show as being in one of the below statses:
- Pending - means the order has not been completed / raised – you will need to reorder.
- Received - means that your order has been received and is visable on our order system. You will receive an order confirmation email with your order details.
- Loading - means your order is being processed
- Accepted - means that your order is at the warehouse. The system will do a final stock check and take payment for the order.
- Complete - means the order has / is about to be despatched. You will receive a despatch email containing your tracking information. You can use your tracking code to track your parcel through the DPD or UPS website (please allow 4 hours from receipt of email before using the tracking tool).
- Cancelled - means your order has been cancelled and will not be processed.
- Payment Failed - means the payment for the order has failed / been refused and will be cancelled.
- On Hold - means there is either a stock or address issue with your order so or your order has been refused at the payment stage - please contact our Customer Service Team on +44 (0)800 044 3741 Monday to Friday, 10am - 5pm or email firstname.lastname@example.org
During our busy sale period we try our best to process your order as quickly as possible - however we do ask for your patience and state that it may take slightly longer than usual.
Customers waiting more than 2 working days to receive an update on their order (excluding Bank Holidays) should contact our customer service team.
Orders must be signed for on delivery. If an item cannot be signed for, a second delivery attempt will be made. 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.
Insurance & damaged goods
On receipt of your goods, please check that the number of boxes received matches the documentation and that the package is not damaged, wet or tampered with in any way. If you do notice anything unusual about your order please notify Lulu Guinness immediately by emailing email@example.com
All Lulu Guinness goods remain the responsibility of Lulu Guinness until the order has been delivered to the delivery address and payment received in full. Items are insured against theft and damage. Once the item has been delivered to the delivery address and payment received in full, the goods are no longer under the ownership or responsibility of Lulu Guinness.
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: laminates (wallets, iPad sleeves, telephone cases, pouches), nylon items, shoppers, Foldaways Totes, Larysa Tote, Lucy Tote, Luisa Tote, Lily Tote and the Hands Backpack 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 brown box, padded out securely. All hard sided luggage comes with an easily removable protective film on the front and back.
Amending your order
Before your order has been prepared for despatch, we may be able to cancel your order. However, we are unable to change or edit the email address, billing and shipping details, change items, combine orders or add items to an existing order once it has been placed. If you would like to add additional items to your order, you will be required to place a new order for the required item/s. Lulu Guinness are unable to hold online orders.
Please note that we are unable to process any order cancellation requests during Sale periods. For further advise please contact customer service team.
Tel: +44 (0)800 044 3741
Customer Services Hours: Monday to Friday, 10am to 5pm (BST)