Times & costs
Shipping rates for the US and Canada can be found here.
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 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 email our Customer Service Team at 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 72 hours to receive an update on their order if so requested (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.
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.
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. The Lulu Guinness luggage range is only available for delivery in the US and Canada. Pricing applies as per chart above.
For delivery within the US and Canada, we offer a standard delivery service.
Standard 5-7 days
All deliveries are made with UPS Courier systems and will need a signature on delivery. All customs/taxes/duties where applicable must be paid on delivery and are not the responsibility of Lulu Guinness.
Once your order has been placed online, all customers are sent a despatch email when the order leaves our warehouse. This email has a tracking code which can be entered into the UPS US website here. If you have any queries in relation to your delivery, please contact firstname.lastname@example.org . Please state your order number and date of purchase in order for our team to help with the query as quickly as possible.
Please note: Due to security reasons we are only able to offer delivery to the billing address that the payment card is registered to on your first order.
All Lulu Guinness leather handbags arrive in their own individual dust bag for storage and a black and white Lulu Guinness gift box. Please not 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, 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 discreet 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.
Amending your order
Before your order has been prepared for dispatch, we may be able to cancel your item. However, 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. If you would like to add additional items to your order, you will be required to place a new order. Lulu Guinness are unable to hold online orders.