Shipping & Returns

Shipping Policy

Shipping Policy for LeLula London
 
Welcome to Le Lula! We strive to provide a seamless shopping experience and timely delivery of your purchases. This Shipping Policy outlines how we process, handle, and ship orders placed on our gift shop and accessories website, located at www.lelula.co.uk (“Website”). By placing an order with us, you agree to the terms and conditions outlined in this policy.
 
1. General Shipping Information
 
•Delivery Locations: We currently ship to addresses within the United Kingdom, including England, Scotland, Wales, and Northern Ireland. For shipping inquiries outside the UK, please contact us at info@lelula.co.uk.
•Delivery Times: We aim to process and dispatch all orders within 1-3 business days of receiving the order. Delivery times may vary depending on your location, chosen shipping method, and external factors beyond our control, such as weather conditions or carrier delays.
•Delivery Estimates:
•Standard Delivery: 3-5 business days
•Express Delivery: 1-2 business days
•Next Day Delivery: Orders placed before 12:00 PM GMT will be delivered the next business day
•Business Days: Business days are Monday to Friday, excluding public holidays in the UK.
 
2. Shipping Rates
 
Shipping rates are calculated based on the total weight, size, and destination of your order. You will be able to view the shipping cost for your order at checkout before completing your purchase. Our standard shipping rates are:
 
•Standard Delivery: Nill
•Express Delivery: N/A
•Next Day Delivery: N/A
 
3. Order Processing
 
•Order Confirmation: Once your order is placed, you will receive an order confirmation email containing your order details. Please review this information carefully and contact us immediately at info@lelula.co.uk if any details are incorrect.
•Order Dispatch: You will receive a shipping confirmation email with a tracking number once your order has been dispatched. You can use this number to track your package on the carrier’s website.
•Changes to Orders: If you need to change or cancel your order, please contact us immediately at info@lelula.co.uk. We will do our best to accommodate your request; however, if your order has already been processed or dispatched, we may not be able to make any changes.
 
4. Delivery Methods and Carriers
 
We use a variety of trusted carriers to deliver your orders, including but not limited to Royal Mail, DPD, and Hermes. The carrier used will depend on the size, weight, and destination of your order, as well as the shipping method selected at checkout.
 
5. Tracking Your Order
 
Once your order is dispatched, you will receive a shipping confirmation email containing a tracking number and instructions on how to track your order. Please allow up to 24 hours for the tracking information to be updated on the carrier’s website.
 
6. Failed Deliveries and Returned Packages
 
•Failed Deliveries: If delivery is attempted and the package cannot be delivered due to an incorrect address, no-one being available to accept the delivery, or other reasons provided by the carrier, it will typically be held at a local depot for collection or returned to us.
•Returned Packages: If your order is returned to us due to an incorrect address, failure to collect from the depot, or refusal of delivery, we will contact you to arrange reshipment. Additional shipping costs may apply for resending the package.
•Unclaimed Packages: Orders that remain unclaimed after a specified period (usually 14 days) may be returned to us by the carrier. In such cases, you will be responsible for any return shipping fees and reshipping costs.
 
7. Lost or Delayed Orders
 
•Delayed Orders: Occasionally, orders may be delayed due to circumstances beyond our control, such as customs processing, postal strikes, or severe weather conditions. If your order is delayed, we will do our best to keep you informed of its status.
•Lost Orders: If your order has not arrived within the estimated delivery time, please contact us at info@lelula.co.uk. We will investigate the matter with the carrier and keep you informed throughout the process. Please allow up to 14 business days for the investigation. If your package is confirmed lost, we will offer you a replacement or a full refund.
 
8. Damaged or Missing Items
 
If your order arrives damaged or with missing items, please contact us within 7 days of delivery at info@lelula.co.uk with your order number, a description of the issue, and, if possible, photographs of the damage. We will arrange for a replacement or refund, including the cost of return shipping if applicable.
 
9. International Shipping
 
•International Orders: We currently do not offer international shipping through our Website. For any inquiries about international orders, please contact us directly at info@lelula.co.uk.
 
10. Customs, Duties, and Taxes
 
•Customs and Duties: Orders shipped to the UK do not incur customs or import duties. However, if you place an order for delivery outside the UK, you will be responsible for any customs duties, taxes, or fees imposed by the destination country.
•VAT: All prices on our Website are inclusive of VAT, where applicable, at the current rate.
 
11. Special Delivery Instructions
 
If you have any special delivery instructions, such as a preferred delivery time or a safe place to leave the package, please include them in the “Order Notes” section during checkout. We will pass these instructions on to the carrier, but we cannot guarantee that they will be followed.
 
12. Pre-Orders and Backorders
 
•Pre-Orders: Items available for pre-order will be clearly marked on our Website. Your payment will be processed at the time of placing the pre-order. The estimated shipping date will be provided in the product description.
•Backorders: If an item is temporarily out of stock, it may be placed on backorder. We will notify you of the estimated restock date and keep you informed of any changes.
 
13. Changes to This Shipping Policy
 
We reserve the right to update or modify this Shipping Policy at any time. Any changes will be posted on our Website, and your continued use of our Website or purchase of products following such changes constitutes your acceptance of the revised policy.
 
14. Contact Us
 
If you have any questions or concerns regarding this Shipping Policy, please contact us at:
 
 
By placing an order with Le Lula, you acknowledge that you have read, understood, and agree to the terms and conditions of this Shipping Policy.

Returns Policy

Returns Policy for LeLula Group
 
At Le Lula, we want you to be completely satisfied with your purchase. If for any reason you are not, we offer a flexible returns policy to make the process as simple as possible. This Returns Policy explains your rights to return items purchased from our gift shop and accessories website, located at www.lelula.co.uk (“Website”).
 
1. General Returns Information
 
•Eligibility: To be eligible for a return, items must be in their original, unused condition, with all original tags and packaging intact. Items must not have been worn, used, or altered in any way. The return request must be made within 30 days of the delivery date.
•Proof of Purchase: A valid proof of purchase, such as an order confirmation email or receipt, is required to process any return.
•Exclusions: The following items are not eligible for return:
•Perishable goods (e.g., food, flowers, plants).
•Custom-made or personalized items.
•Earrings and other jewellery for hygiene reasons.
•Gift cards and downloadable digital products.
•Sale or clearance items unless they are faulty or damaged upon receipt.
 
2. Return Process
 
To return an item, please follow these steps:
 
Contact Us: Email us at info@lelula.co.uk with your order number, the item(s) you wish to return, and the reason for the return. We will provide you with a Return Merchandise Authorization (RMA) number and detailed return instructions.
Prepare Your Return: Securely package the item(s) in the original packaging (or suitable alternative if the original packaging is damaged). Include your proof of purchase and the RMA number.

Return Shipping: You are responsible for the cost of return shipping unless the item is faulty, damaged, or incorrect. We recommend using a tracked shipping service as we cannot be held responsible for items lost in transit.

Send Your Return: Send the package to the address provided in the return instructions within 14 days of receiving the RMA number.

 
3. Refunds and Exchanges
 
•Refunds: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to the original payment method within 14 days. Please note that original shipping costs are non-refundable unless the item was faulty or incorrect.
•Exchanges: If you wish to exchange an item for a different size, color, or style, please contact us at info@lelula.co.uk. Exchanges are subject to product availability. If the desired item is unavailable, a refund will be issued.
 
4. Faulty, Damaged, or Incorrect Items
 
If you receive a faulty, damaged, or incorrect item, please contact us within 7 days of delivery at info@lelula.co.uk with your order number, a description of the issue, and, if possible, photographs of the damage or fault. We will arrange a replacement or full refund, including the cost of return shipping.
 
5. Gift Returns
 
If you received an item as a gift and would like to return it, please contact us at info@lelula.co.uk with the order number and details. Refunds for returned gifts will be issued as a store credit to the recipient or original purchaser, as requested.
 
6. International Returns
 
We currently accept returns from customers in the UK only. If you are outside of the UK and wish to return an item, please contact us directly at info@lelula.co.uk to discuss your options.
 
7. Late or Missing Refunds
 
If you haven’t received a refund within 14 days of receiving our confirmation email, please check your bank account or contact your credit card provider. If you have completed these steps and still have not received your refund, please contact us at info@lelula.co.uk.
 
8. Return of Promotional Items and Bundles
 
If you are returning an item purchased as part of a promotion or bundle offer (e.g., “Buy One, Get One Free”), all related items must also be returned to qualify for a refund or exchange. If you choose to keep the free or discounted item, the full retail value of that item will be deducted from your refund.
 
9. Sale or Clearance Items
 
Only regular-priced items may be refunded. Sale or clearance items can be exchanged or refunded only if they are faulty, damaged.
 
10. Changes to Our Returns Policy
 
We reserve the right to modify or update this Returns Policy at any time. Any changes will be posted on our Website, and your continued use of the Website or purchase of products following such changes constitutes your acceptance of the revised policy.
 
11. Contact Us
 
If you have any questions or concerns about our Returns Policy, please contact us at:
 
 
By purchasing from our Website, you acknowledge that you have read, understood, and agree to this Returns Policy.
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