Returns

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

Products returned must be in a saleable condition and with all tags, dustcovers, detachable mirrors, straps or gift with purchase items included.

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 item’ 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 dropdown option.
- Once you have submitted your request you will then receive an email containing your RMA number and instructions on where to send your items.

All returns must reach our warehouse within 7 days of receiving your RMA number. Items returned outside of this time may be accepted at the discretion of Lulu Guinness customer services and may only be refunded as store credit.

Please note that we cannot exchange or accept the return of earrings for hygiene reasons.

Your statutory rights are not affected. All returns must be accompanied by an RMA number.

When returning items, we advise that all items are sent by recorded delivery, as the items remain the responsibility of the purchaser until they reach the warehouse. Our warehouse is unable to accept any returns delivered by hand, any returns delivered in this way will be rejected.

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

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

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)843 208 177. We are open 7 days a week 8am to 8pm (BST). or email customercare@luluguinness.com 

 

Repairs

We hope that you will be satisfied with any products purchased from Lulu Guinness. All products 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 your product for repair or replacement you must contact our online support team first, who will then direct you further. 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)843 208 0177
Email: customercare@luluguinness.com
Customer Services Hours: 7 days a week 8am to 8pm (BST)

When advised by our team to return your item for repair or replacement you will be required to fill out a repairs return request form. This will be emailed to you and must be included in your parcel. We strongly recommend sending your item via Royal Mail Recorded Delivery, as it remains the customers responsibility until reaching Lulu Guinness.

Once the item reaches Lulu Guinness we will endeavour to assess the item as quickly as possible. Please note assessments may take up to two weeks.

On confirmation of a fault, Lulu Guinness will refund your postage costs and your item will be sent for repair. At this point you will also be notified of our decision. Repairs may take 6-8 weeks for completion. If your faulty item cannot be repaired then you will be offered a replacement for the same item.

Please note: When purchasing Lulu Guinness products from stores other than www.luluguinness.com or Lulu Guinness boutique stores, a customer purchases goods under the individual store's Terms of Sale. You must return all queries to the customer service department of the original place of purchase for your faulty item to be processed. If you have any queries or questions relating to the process of registering a repair, please contact our Customer Service Team.

Refunds

If you are returning your goods for a refund 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.

Cancelling your order

It may be possible to cancel your order if your items have not been despatched from the warehouse. If you have not received your order confirmation email, 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 despatched 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 do not receive the item back from you with the delivery slip, we may arrange for collection of the item from your residence at your cost.

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.