FAQ's, Shipping, Returns & Warranty

 

Shipping Information

Shipping Policy

Once you have placed your order you will receive a confirmation email. If you do not receive a confirmation email within a few hours of ordering, please contact us directly - hello@luluhlane.com

We endeavour to dispatch all orders within 48 hours of your order being placed. If you require your order urgently please select express shipping at checkout. 

If items are lost in the post we reserves the right to send out a replacement. Items that are delayed due to Royal Mail are not covered for a refund if they are successfully delivered even if not in the specified initial time frame.  

SHIPPING METHODS & COSTS

U.K Royal Mail Standard Tracked Shipping Costs 2nd Class Tracked - £2.99

U.K Royal Mail Premium Tracked Shipping Costs 1st Class Tracked - £3.49

U.K Royal Mail Express Shipping (next working day if ordered before 2pm) - £6.99

International Standard Shipping Costs 

Europe Tracked Shipping : £12.99

Rest of the World - £19.99


Please note international orders may attract customs duties and taxes. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to. As we are unable to advise the amount this may be, please check with your local customs authority prior to placing an order. 

How long will my order take to arrive?

U.K. orders - Please allow up to 2 working days after the stated delivery date  before querying your parcel. Once your order has been dispatched we will send you an email with your tracking number and link, so you can see where your order is. If you are unable to track or have any queries regarding your order please email us -hello@luluhlane.com - with your name, address and invoice number.


Europe and The Rest of the World - Although most arrive quicker please allow 5 - 12 business days. All orders will be sent via DHL tracked, please check your tracking number on their website, if you have further queries after 12 business days please email us at hello@luluhlane.com - with your name, address and invoice number.

How do I cancel My Order?

Once an order has been dispatched we are unable to change or cancel the order. If you need to make changes to your order, please contact us as soon as possible via email or using the form on the contact us page. 

Once you have placed your order you will receive a confirmation email. If you do not receive a confirmation email within a few hours of ordering, please contact us directly - hello@luluhlane.com

We endeavour to dispatch all orders within 48 hours of your order being placed. If you require your order urgently please select express shipping at checkout. 

If items are lost in the post we reserves the right to send out a replacement. Items that are delayed due to Royal Mail are not covered for a refund if they are successfully delivered even if not in the specified initial time frame.  

What happens if I need to change my delivery address?

We are unable to redirect or change orders once they have been dispatched. If you receive a collection slip in your letterbox to pick up your parcel from the nearest post office, please do so ASAP or it will be sent 'return to sender' after 5 days and you will be responsible for postage charges for us to return it to you. If your Royal Mail or DHL tracking number shows that your parcel has been delivered and signed for, we are not responsible for replacement. Please contact the shipping agent to make a claim. 

Love it or Return it Guarantee

Rest assured if something isn’t quite right with your order our friendly team are here to help.

Full priced items can be exchanged for a store credit or full refund, as long as you notify us via email within 60 days of receiving your purchase under our Love it or Return it guarantee. Initial postage charges will not be included in the credit/refund. 


* All products must be in their original condition, with all packaging intact.
* All gift card sales are final, therefore we do not refund gift cards.
* Returns are processed within 5 - 7 working days of receiving items back to our warehouse. It can then take up to 5 working days for your bank to accept the refund and for it to show in your account. 

If you wish to receive a refund for any items purchased on a 2 for 1 offer, both items will need to be returned. If you would prefer an exchange, then only the one item you are exchanging will need to be returned. 

To arrange an exchange or return please email us at hello@luluhlane.com where our friendly team will be happy to help.

Not Covered Under Returns & Exchanges

Please note that personalised products and earrings are not able to be refunded or exchanged (unless faulty), please contact customer services if you have a faulty item at hello@luluhlane.com and the team will help you. 

We ship all of our orders by tracked shipping. Sometimes delays can occur, which are out of our control. If your item does not arrive within the stated time frame, we will track your order to locate it. If we find your order has been lost in transit we will resend the item. Items purchased from stockists, please contact them directly to arrange a return.

How do I ship my order back to you?

All items that are sent back to us are free & easy to do. Just email the team on hello@luluhlane.com and they will be able to provide a pre paid postage label through Royal Mail or Evri. The item must come back to us in its original packaging, with brand tag if applicable and in brand new condition. 

Once received and checked by our depot, a full refund or store credit will be issued, which can take 3 - 5 days. If an exchange is required, then the customer is responsible for the cost of postage to send out the new item. This will either be deducted from any refundable costs, or if this is not applicable a payment link will be sent. 

What happens if my item is damaged on delivery?

We always endeavour to supply high quality goods and all orders are fully quality checked before shipping. We do however understand that damages can sometimes happen during shipping. If the situation occurs where you receive a damaged item, we will happily provide refunds/exchanges for any faults that were out of your control. 

Faulty Returns Procedure

Please email hello@luluhlane.com or use the contact us form on the website. Please include the following information to organise returning faulty items:

Order Number or Order Name proving when the item was purchased, a clear photograph of the fault and a written description of the fault

Once we receive this information we will either send you a prepaid return label or will provide you with a replacement. Refunds can only be issued via the original payment method such as credit card or paypal. 

2 Year Warranty

Customer happiness is at the heart of everything we do at Luluh Lane which is why all of our jewellery comes with a full 2 year peace of mind warranty.

What is included in your warranty cover?

  • The warranty applies to all jewellery purchased directly from Luluh Lane and covers any material or manufacturing faults under normal use during the 2 year warranty period.

What is not included in the warranty?

  • General wear and tear, improper use or lack of care
  • Scratches, marks or chips
  • Damages caused by repairs, or adjustments carried out by a third party
  • Lost or stolen goods or parts

The 2 Year Warranty Period

  • The Warranty Period for Luluh Lane Jewellery is two (2) years from the date of purchase.
  • Within the warranty period, if the purchased item is proven to be faulty in material or manufacturing under normal use, Luluh Lane will provide a replacement, at no charge- If your exact item is not available, an alternative of equal value or similar style will be provided.
  • All replacements will be covered under a new warranty period from the date of issue.

How to make a warranty claim 

Please contact Luluh Lane as the first step to determine the problem and the most appropriate solution.
Please note, valid proof of purchase will be the required. The warranty period is void without this.

Retail purchase

For purchases not made directly from Luluh Lane, please contact the retailer you purchased from as the first step.