Until received the responsibility of the return lies with the Buyer until we receive the goods. We would advise you to record or certify your delivery with a proof of posting card to keep evidence of posting. Please ensure the goods are securely and safely packaged so that the goods are not damaged in transit. Refunds will not be made by our stores under any circumstances. To ensure the best possible service please note that all refunds and exchanges must be made through our E-commerce Department. Lulu & M Online Returns 146 King Street, Broughty Ferry, Dundee, UK, DD5 1EL. Please ensure shoe boxes and boxed items are returned to us completely intact and in resalable condition. Easy Returns Returned goods must be unworn and in perfect condition, with all labels attached and in the original packaging. This does not affect your statutory rights. Return postage is the responsibility of the buyer. You must ensure that good care is taken of any goods and you must return them to us by post. You must let us know which option you wish to take ie a refund, exchange or credit note. Cancellation Period To cancel / return an order you must give written notice seven days from the day you receive the package. Please Note: We do not accept returns or exchanges on Piereced Jewellery, Lingerie and Fragrance including home fragrance, unless the item is faulty. If you have had an item tailored or customised in Lulu & M or elsewhere, these goods cannot be refunded or exchanged on return. Unsuitable SALE or REDUCED PRICE ITEMS are subject to an ONLINE CREDIT NOTE or EXCHANGE only. The cut off date for us to receive a return is within 14 days of receiving your order for a refund or exchange, goods received by us out with this timescale will be returned to sender or a credit note issued. If you change your mind about your purchase, you have an allocated time period to examine the goods and exert your right to cancel your order or part of your order. UK Mail First Class Signed 1-3 Days £5.95 (FREE on all orders over £99) International Shipping £25 Please contact us for other postal options should this be required. Christmas Delivery: We do not take responsibility for late arrival of orders during the festive period. If the order has arrived and you are not happy with timescales in which it was received, you as the receiver will need to address this directly with Royal Mail. Please note, any items taking longer to arrive than estimated or orders deemed as ‘Lost’ and where a claim needs to be processed, this will processed by us as the sender and in line with UPS and Royal Mail's claim timescales and policy. We use both UPS and Royal Mail as our couriers depending on your UK location - All delivery times are approximate and it may take longer during busier periods throughout the year.
Delivery Charge Our estimated times for postage delivery and standard charges are detailed below. Any orders over the weekend will be shipped on the Monday (only exception on Bank Holidays).
Orders placed after 10am (GMT) will be shipped where possible the following business day. All orders placed before 10am (GMT) on a business day (Monday to Friday) we aim to ship where possible the same day and stock availability is confirmed. Delivery Unsuitable SALE or REDUCED PRICE ITEMS are subject to an ONLINE CREDIT NOTE or EXCHANGE only.
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