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Returns/Exchanges

We hope you are satisfied with your purchases, however if you have items that are unsuitable please read our Returns policy below.

 

How do I return?

  • Please fill out our Returns Form ensuring you add in your order number;
  • Enclose the completed Returns Form with your parcel;
  • Return to Address shown on Returns Form;
  • Don't have a returns form? Email us on info@lulugray.co.uk;
  • Please note we no longer offer exchanges. 

What items are returnable?

  • Items can be returned within 14 days of receipt of your shipment;
  • The items must be received back in their original condition;
  • The items must be unwashed and unworn;
  • The items must be returned in the original packaging with swing tags still attached;
  • Items of a delicate fabric must not be returned with any snags or pulls;
  • Please ensure there are no make-up or fake tan marks on the garments;
  • Please ensure items are not contaminated with smoke or perfumes.

 
What items are non-refundable?

  • Earrings are non-returnable for hygiene reasons;
  • Swimwear without the hygiene sticker intact cannot be returned.

 
Are there any charges for return?

  • You are responsible for the return shipping charges;
  • Always obtain your proof of postage - We need this to track your return!
  • You are liable for the package until it has been delivered to us, so we recommend that you send the item tracked;
  • If you have sent your parcel untracked and your parcel goes missing, you will need to put in a claim with your courier to cover the loss. We recommend items are returned using Royal Mail 1st Class Tracked and Signed For or 2nd Class Tracked and Signed;
  • Merchandise returned outside of our 14-day policy will not be accepted and will be returned if you pay for its return.

 

How soon will I get my refund?

  • Once your return is received, inspected and approved for refund, we will send you an email confirmation to notify you that your refund has been processed;
  • It takes up to 5 business days for our returns team to process your parcel;
  • It can sometimes take up to 5 days for funds to reach your account; 
  • The original cost of shipping and handling is not refundable.

 

Damaged Merchandise

If you receive merchandise that has been damaged in transit, or has a fault, then please email us at info@lulugray.co.uk and provide photographic evidence. Please note that damaged items will only be accepted if photographic evidence is provided to us with 24 hours of receipt.

 

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