RETURNS AND EXCHANGES

The following terms relating to cancellation, returns and exchanges form part of the LULUH LONDON LIMITED Terms and Conditions which you are deemed to accept when you use the Website. Definitions used in the LULUH LONDON LIMITED Terms and Conditions apply here. Your statutory rights are unaffected.

If you are not 100% satisfied with the quality of your purchase, you can either return your order for a full refund or exchange it for something else. You must request your Returns Merchandise Authorisation (RMA) number within 14 days of order receipt, and return your unwanted items within 14 days of receiving your RMA number, for a refund of the value of the item only, or an exchange for the same item in a different size, based on stock availability. If you wish to exchange your item for an alternative product, we suggest that you return it for a store credit and purchase the new item separately.

Items should be returned unused and with all garment tags still attached.

We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. In case of dispute, we also recommend you retain proof of sending. Refunds will be issued within 30 days of us receiving your cancellation notice. If we do not receive the cancelled order back, we will arrange to have it collected from you at your cost. Returns that are damaged or soiled may not be accepted and may be returned to the customer.

If you are requesting an exchange, please remember to include sufficient payment for the return postage. Where applicable, please contact your local customs office for information about any taxes or duties that may be assessed on a return shipment.

HOW TO RETURN AN ITEM

In order to return or exchange an item please follow the process set out here:

  1. Email hello@lulusophialondon.com  to tell us why you want to send your item(s) back within 14 days of receiving your products. If an item is faulty or damaged, please provide details.
  1. You will then receive an email containing your RAN (Returns Authorization Number) number which is valid for the next 7 days within which you can send your unwanted item(s) back to us. Simply fill in the returns form enclosed with your order and send the unsuitable items back to us.
  1. Tick the Products you are returning, and enter your returns number on the dispatch note supplied with your order.
  1. Include your completed dispatch note inside of your returns parcel as this will now serve as your returns invoice.

We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. In case of dispute, we also recommend you retain proof of sending. Refunds will be issued within 30 days of us receiving your cancellation notice. If we do not receive the cancelled order back, we will arrange to have it collected from you at your cost. Returns that are damaged or soiled may not be accepted and may be returned to the customer.

If you are requesting an exchange, please remember to include sufficient payment for the return postage. Where applicable, please contact your local customs office for information about any taxes or duties that may be assessed on a return shipment.