Returns and Repairs

RETURNS POLICY



Our extended Christmas returns policy
We’ve extended our usual returns period over Christmas. Any gift bought between 9th November till the 8th December 2021, can be returned up until 9th January if unwanted or unsuitable. Orders from the 9th December onwards, will fall outside the Christmas returns policy but you will still have 28 days from receipt to return your item should you wish. All terms and conditions apply. This doesn’t affect your statutory rights.



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 policy below.
  • If you wish to return an item, please do so within 28 days of receipt.
  • Please note that returns made outside of this period will not be accepted and will be returned to sender.
  • Your statutory rights are not affected.
  • Products returned must be in a saleable condition and with all tags, presentation boxes, dust bags, straps or complimentary items included.
  • Footwear must be returned with the protective seal and Lulu Guinness Lips sticker.
  • Clothing must be returned unwashed and unworn. Please try the garment when you are not wearing fragrance, deodorant or make-up to avoid leaving marks or scent.
  • Due to hygiene reasons we cannot offer returns on facemasks unless they are faulty. If there is a fault with your facemask, please reach out to our Customer Care team to arrange the return.
  • Items purchased online at www.luluguinness.com cannot be returned at any Lulu Guinness store or concession.
  • When purchasing Lulu Guinness products from stores other than Lulu Guinness boutique stores, a customer purchases goods under the individual store's Terms of Sale.
  • In order to resolve your claim, please liaise with the store of purchase.
  • If you have purchased through another Lulu Guinness supplier, you will need to raise the claim with them directly as you are subject to their terms and conditions.
  • If the item was purchased from one of our stores please get in touch with the store directly.
  • Our warehouse is unable to accept any returns delivered by hand.
  • Our head office is unable to accept any returns.

 

RETURNS INSTRUCTIONS

Need to return your item? See below for what you need to do...

 

UK RETURNS

Returns are free.
To make a return, head to our website returns portal by clicking here.
You will need your ORDER NUMBER (e.g UK12345 - found on your order confirmation email) and your POSTCODE or EMAIL ADDRESS to do this. Printerless options are available for returns labels.
You will be able to complete the reason for your return in the returns portal.

 

EUROPE and ROW

Please fill out the returns form and include it inside your order. Failure to do so will result in significant delays in processing your refund (up to 6 months). If you no longer have the returns form, please contact our customer care team at customercare@luluguinness.com who can email you with another one. If you have already returned your item to us without a returns form included, please contact our customer care team with your name and order number so we can keep track of this when the product arrives back to us.

Please send your return to:

Rhenus Warehousing Solutions Lutterworth Ltd
Vulcan Way,
Magna Park,
Lutterworth,
Leicestershire,
LE17 4XR,
United Kingdom

 

FURTHER RETURNS INFORMATION

  • You have 28 days of receipt of the goods to return your items to us.
  • Any orders returned outside of this time will not be accepted and returned to sender.
  • Products must be returned as received complete with tags, presentation boxes and dustcovers.
  • If you have received a faulty item, contact Customer Care at customercare@luluguinness.com to discuss your options.
  • We aim to process your refund as quickly as possible from receipt, however during busy periods this can take up to 14 days.
  • To return a Medium or Large Spinner Case, please call our Customer Care Team on +44 (0)808 169 6757 between 10am and 5pm UK time to arrange a complimentary collection. Please note that this service is only available to customers returning items from the UK.

 

GIFT CARD RETURNS

Items purchased using a gift card are able to be returned via the original method of purchase (in store or via www.luluguinness.com). Items purchased with part gift card and part card payment, will be refunded as per the original payment methods and amounts. To track the progress of your return, please check within your orders, in your account. Please login here.

FAULTY RETURNS

If you have received a faulty item or your item has become faulty within your 12 months warranty period, please send images of the fault to our Customer Care department (customercare@luluguinness.com) and a member of staff will arrange either of the below.

Replacement- All replacements are subject to availability. If the item you request is out of stock, we can offer a different item within the same value.

Refund- If we are unable to replace or repair, we will process a full refund once our team have authorized and confirmed your return.

Please include the completed returns form with your return, otherwise we will be unable to process your replacement/refund.

If you no longer have your returns form, please contact our customer care team, who can email you another one, along with a pre-paid returns label (if you are a UK customer).

Once your faulty item has been received at our warehouse, your replacement item will be shipped, at this point you will receive a confirmation email with your new order number and tracking details.

If you have purchased your item from a Lulu Guinness store within the last 12 months, please return your item to the store of purchase along with your receipt.

Our stores are unable to accept any returns without proof of purchase.

Our warehouse is unable to accept any products that have been purchased in store or through another Lulu Guinness supplier.

 

STORE RETURNS

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

 

REFUNDS

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.

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

 

GUARANTEE

All products purchased at luluguinness.com carry a 12-month guarantee.

Our guarantee policies are valid from the date of purchase, subject to normal wear and tear.

If within this period you detect a fault with your goods, they can be replaced upon further evaluation (subject to availability) or a full refund can be issued. The item must be returned to us within the 12 months guarantee period in order for replacement or refund to be issued.

If within the 12 months after purchase you find that your item becomes faulty (a screw is lost, fastenings become broken) you can request a return with our customer services team who can offer a replacement product (subject to availability) or a full refund. We are unable to provide any individual missing parts. 

If you have been in touch with a member of our customer care team regarding a faulty item and we have authorized the return, please return the item to us within the 12 months period.

Any items that are returned to us outside of this time will not be accepted, even if a return has been previously agreed.

The guarantee does not cover cosmetic, incidental or heat damage, normal wear and tear, loss or theft.

All Lulu Guinness products (including the luggage range) have a 12-month guarantee which covers manufacturing defects in workmanship and materials.

Our guarantee does not cover carrier damage, misuse or neglect of the product, normal wear and tear, or repairs beyond the guarantee period.

The guarantee does not cover damage caused by third parties during transportation (such as airline travel or other carriers).

The guarantee does not cover damage caused by colour transfer.

Dark Coloured fabric dyes (such as denim) can also transfer onto lighter coloured materials. Always take care and avoid wearing with light/dark colours to prevent this. Colour transfer in this way is not covered under the Lulu Guinness Guarantee.

Please take extra care using products with dark coloured suede or fabric lining as these materials can cause colour transfer to lighter coloured fabrics or objects.

If the damage is not included or is no longer covered by the guarantee, we cannot assist in any repairs/refunds/replacements, nor can we supply the desired parts for external repair.

 

REPAIRS

As we do not offer a repair service once your warranty expires, we suggest you consult a professional cleaning and repair company.

If you are based in or close to London we recommend: The Classic Shoe Repair Company Ltd. Contact Number: 0207 485 5275

The company has been recommended by Vogue Magazine and undertakes repairs for many leading brands.

Please note: service and prices are depending on their inspection of the product.

 

AMENDS TO ORDERS & CANCELLATIONS POLICY

It may be possible to cancel your order if it has not yet been prepared for dispatch. Please contact our Customer Care Team to inform them of your decision at customercare@luluguinness.com. If the order has already been dispatched we will not be able to cancel it and advise you to follow our returns process.

Please note that 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).

We are unable to process any order cancellation requests during Sale periods.

Lulu Guinness are unable to hold online orders.

 

DISTANCE SELLING REGULATIONS

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 14 days after the day on which the customer receives the goods.(the 14 day cooling off period.)

To cancel your contract within the 14 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 28 days following the date the items were delivered to you.

All returns must be in perfect condition and with their original packaging. Please note for customer returns outside of the UK, 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 14 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 14 day cooling off period, or you are not an EU customer, this will be managed as a standard return.

 

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