Returns

We hope you will be satisfied with any product purchased from LuluGuinness.com. Should you wish to return a product for any reason, please read our returns policy below.

Products returned must be in a saleable condition and with all tags, presentation boxes, dustcovers, straps or complimentary items included. 

Please note when trying on shoes, the protetive seal and lips sticker must not be removed. We advise trying shoes on in a carpeted area to avoid damage. Shoes returned with damaged soles will not be accepted at our warehouse and will be returned to you.

If you wish to return a product you must request a returns authorisation number within 14 days of receipt of goods.

To register your return you must carry out the following:

- Sign into your account via www.luluguinness.com and select the order from your account history containing the item(s) you wish to return.

- Click the ‘return’ button against the product(s) you wish to return and select the reason for returning your item from the drop-down menu.

- Select the refund drop-down option.

- Once you have submitted your request you will receive an email to confirm your returns request has been received.

- You will then be notified by email once your request has been authorised with further instructions on where to send your item(s). 

Please note return requests made outside our 14 day policy will not be authorised.

UK returns: We currently offer free returns on all UK orders. Please complete the returns section on your dispatch note and ensure this is returned with your item(s). Attach the Royal Mail pre-paid label to your parcel and return via Post Office services. Please retain your receipt for reference. 

Returning a spinner case?
To return a medium or large spinner case you can use our complimentary collection service. To arrange a courier collection, call our Customer Services team on 0800 044 3741. Monday to Friday between 10am to 5pm (BST). This service is only available to customers returning items from the UK.

Returns outside of the UK: Include your completed dispatch note inside your parcel, please return your parcel to the address provided on your RMA authorisation email. We recommend sending your parcel via a recorded delivery service as the item(s) remains the responsibility of the purchaser until they reach our warehouse. Free returns does not apply to customers returning item(s) outside of the UK.

All returns must reach our warehouse within 7 days of receiving your RMA number. Items returned outside of this time may not be accepted. Your statutory rights are not affected. All returns must be accompanied by an RMA number.

Our warehouse is unable to accept any returns delivered by hand. Any returns delivered in this way will be rejected. Items purchased online at www.luluguinness.com cannot be returned at any Lulu Guinness store or concession.

We aim to process your refund as quickly as possible from receipt, however during busy periods this can take up to 14 days. If you have not heard from us within this time, please email your tracking number and return details to customercare@luluguinness.com

Delivery charges will only be refunded in the event of faulty or incorrect items received. No refunds will be made to third parties.

If your item is faulty, we can offer an exchange or refund for your item. For more details please contact our customer services team on +44 (0)800 044 3741. We are open Monday to Friday 10am - 5pm (BST). or email customercare@luluguinness.com 

Alternatively you can register your faulty return request by raising an RMA, you can do this by signing into your account. Please refer to the above instructions for details on how to complete this process.

Lulu Guinness products purchased from stores other than luluguinness.com we need to be returned to the store of purchase. Please refer to the individual store's Terms of Sale.

Repairs

All products purchased at luluguinness.com carry a 12 month repair policy (valid from the date of purchase, subject to normal wear and tear.) If within this period you detect a fault with your goods, they will be repaired or replaced upon further evaluation.

To return a faulty product you must raise an RMA (returns) request. You can do this by signing into your account, please refer to our returns section for instructions on how to complete this process. Our Customer Care team will be in contact to discuss further options. Please note, you may be asked to email through photos of the faulty product area in order for the team to advise the best course of action. 

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

On confirmation of a fault, our Customer Care team will advise you as to whether your item can be repaired or replaced for the same item (subject to availability) Please note, repairs may take 6-8 weeks for completion.

Please note: When purchasing Lulu Guinness products from stores other than www.luluguinness.com, a customer purchases goods under the individual store's Terms of Sale. You must raise all queries to the customer service department of the original place of purchase. 

Refunds

If you are returning your goods for a refund you must request a returns authorisation number within 14 days of receipt of goods. Please follow the instructions outlined in the returns section. Refunds will only be processed onto the original payment card. A refund for the price of the product will be made to the purchaser, but we will consider the overall condition of the product returned when making a refund. Delivery charges will not be refunded unless the item is faulty. We will make no refunds to a third party.

We aim to process your refund as quickly as possible from receipt, however during busy periods this can take up to 14 days. If you have not heard from us within this time, please email your tracking number and return details to customercare@luluguinness.com.

Cancelling your order

It may be possible to cancel your order if your items have not been dispatched from the warehouse. Please contact our customer services team to inform them of your decision to cancel the order at customercare@luluguinness.com.  If this item has already been dispatched we may not be able to cancel the items and instead you will have to follow our returns process.

Under the Distant Selling Regulations, customers within the EU have the right to cancel the contract for purchase with Lulu Guinness at any time within the seven working days of the day after the day on which the customer receives the goods (the seven day cooling off period’.)

To cancel your contract within the seven day cooling off period, please notify us in writing by email, post or fax (link to contact us page) before the expiry of this period. Please package the relevant goods securely and then send them to us within 21 days following the date the items were delivered to you.

All returns must be in perfect condition and with their original packaging. Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective. 

If we receive notice of your cancellation of this order within the seven day cooling off period we will refund the purchase price for that item, together with the item’s normal postage charge. If you wish to cancel the item outside of the seven day cooling off period, or you are not an EU customer, this will be dealt with as a standard return.

Caring for Your Bag

The Lulu Guinness handbag collection has been specifically designed to include many unique fabrics. Because the fabric has been specifically created, natural variations and textures may occur. Incidental marks, tonal changes and/or textural variations on leather should not be considered as imperfections.They are characteristic of the skilfully tanned skins, which give our bags their luxurious appearance.

Bags that include beads, ribbons, small plastic parts and/or other delicate trims should not be worn against delicate clothing. They are not suitable for children. We strongly recommend that you treat your bag delicately. Avoid getting your bag wet or over exposing to direct light and heat.  Prints, dyed fabrics and leathers are not guaranteed to be colourfast. Always take care and avoid wearing with light colours to prevent colour transfer.  If the accessory has a frame it should be utilised gently to maintain its original shape and function.

When not in use, stuff and store this product in the protective dust bag received with purchase in a cool, dry place.