Frequently Asked Questions
A MESSAGE TO OUR COMMUNITY (COVID-19)
In light of the current situation with COVID-19, we wanted to reach out and update our community on what we are doing here at Lulu Guinness
Our biggest priority is the health and safety of our community and we are paying close attention each day to the Government updates
We are continuing to dispatch all orders placed via our website as normal
If you need to contact us regarding your online order, our customer care line is open Monday to Friday from 10.00 am to to 5.00pm on: +44 (0)808 169 6757
You can also email firstname.lastname@example.org and a member of our team will be in touch
Alternatively, you can speak to a customer care advisor via Live chat from Monday to Friday: 10.00 am to 5.00pm
Our social channels are also still open, do not hesitate to get in touch with any questions or concerns you may have
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 country toggle button in the top left of the page.
Customers based in the US or Canada should click on the country toggle button icon to order from our USA/USD site. Deliveries to US & Canada are billed in US Dollars ($).
Please Note that US Orders are shipped from our warehouse in the UK. New York and New Jersey sales tax applies to all orders placed from these states.
How do I add/remove items in my shopping bag?
Add an item by clicking on ‘Add to bag’ button on either the product page or product listing page ‘Quick buy’ functionality. The quantity required can be amended in My Bag.
To remove an item, go to My Bag and click the cross 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 be re-directed to the order confirmation page. Your order confirmation will then be sent to the email address registered to 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 Care Team who will be happy to assist you with your order.
How do I manage my account?
To log into your account click on Sign In 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 Hi (your name) and then clicking into each tab in your customer account. Please note that should you decide 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) or UPS (International).
To view details of your current and past orders, click on the Orders History tab within your customer account.
How do I sign up to/unsubscribe from your newsletter?
You can sign up to our newsletter on our website by entering your email address into the 'Sign up to the Lulu newsletter' box in the footer of the website.
To unsubscribe from all communications simply click on the 'unsubscribe' link at the bottom of a Lulu Guinness newsletter or uncheck the 'Please sign me up to receive Lulu's newsletter' box in the Personal Details tab of your customer account.
Placing an order
What is 3DS2 and why am I being asked for additional details when checking out?
From 14th September 2019 all online businesses will require customers to provide a second level of authentication when processing payments online with the aim to reduce cybercrime and provide added security to online shopping. So next time you are shopping with us, you might be prompted to input additional information such as a password, a one-time passcode or fingerprint if you are shopping on your smartphone.
Under the revised Payment Services Directive (PSD) which is a European directive that creates a more open, competitive and secure payments landscape across Europe, you will need to provide two out of three authentication elements when paying online, so something you know like a password, something you own like your phone and something you are like a fingerprint. You will see an additional step in your checkout experience allowing your card issues or bank to check who you are. In some cases, they may not need authentication due to exemptions.
What currency can I pay in?
Both GBP & US Dollar currencies are accepted on LuluGuinness.com.
For UK, Europe and Rest Of World (excluding USA & Canada) orders should be placed in GBP.
If ordering from the USA or Canada please select the country toggle button in the top left corner 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 Maestro. We also accept payment through PayPal and ApplePay.
Online payments are taken securely using the leading payment gateway Adyen. Your credit card details will not be stored by Lulu Guinness Ltd.
We cannot accept cash or cheques on delivery.
Do you use 3D Secure?
We have introduced MasterCard® SecureCode and Verified by Visa to give you even more confidence in shopping with 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.
On registering your card, you will be prompted for your 3D Secure password at checkout. Please note this is not your Lulu Guinness account password and Lulu Guinness will not hold any information on this password.
Do I need to set-up an online account to place an order?
You no longer have to set-up an online account to place an order at LuluGuinness.com, simply select the 'Checkout as a guest' option on the Checkout Sign In page
Should you change your mind and wish to create at account you will be given the option to do so on the order confirmation page. Benefits of doing so include:
- A quicker checkout process as your details are already saved with us
- The ability to save multiple delivery addresses
- The ability to track your orders and view your order history
- The option to create and share your wish list
Do you offer a next day delivery service?
A next day delivery service is not currently available. 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.
To check the status of your order, simply navigate to the Account Sign In page or go to the Order History section of your customer account.
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 and is unsuccessful, the courier 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 services do 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 not currently 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?
If you wish to return an item without notifying us you have 14 days from receipt of goods to do so. Alternatively, should you wish to inform us of your intention to return an item (by email for example) please do so within 14 days of receipt. You will then benefit from an additional 14 days from this date. Please note that returns made outside of this period will not be accepted. Your statutory rights are not affected.
How do I care for my Lulu Guinness handbag?
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 skillfully 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.
How do I find an item on your website?
You can browser through the various categories listed in our top navigation menu. Alternatively, if you know the name and/or SKU (product code) of the item you are looking for you can type this into the search box in the top right hand corner of the website.
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 email@example.com
The item may be available from one of our stores, but we would advise you to 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.
How do I unlock my Spinner suitcase integrated lock?
To unlock your new suitecase, please follow these steps:
1. Set all dials to 0-0-0
2. Press down on the reset button (the smaller of the two buttons) with a tool until you hear a click
3. Set your personal combination by turning the dials to the numbers of your choice
4. Push the larger button in the direction of the dials until you hear a click
5. Your personal combination is now set, enjoy your Lulu luggage!
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.
How do I contact Lulu Guinness?
- Tel: +44 (0)808 169 6757
- Email: firstname.lastname@example.org
- Opening hours: Monday to Friday, 10am to 5pm (UK time)
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 receive a high volume of orders and enquiries there may be a delay in our response times. Our UK Head Office is closed on weekends and national Bank Holidays.
Clothing & Footwear Size Chart
Footwear size guide
Country Size UK 2 3 4 5 6 7 8 EU 35 36 37 38 39 40 41 USA/CAN 4 5 6 7 8 9 10 JPN 21 22 23 24 29 30 31
Clothing size guide
Womenswear measurment chart in cm
UK Dual Size XS S M L XL US Size 8 10 12 14 16 Bust 94cm 98cm 102cm 106cm 110cm Waist 70cm 74cm 78cm 82cm 86cm Hips 96cm 100cm 104cm 108cm 112cm