Return and Exchange Policy

Return policy for UK customers:

Items must be returned within 28 days of delivery. They must be unused and have all Miss Lulu tags attached. Please be advised that items must be returned at the customer’s expense.You must obtain proof of postage just in case your order gets lost or damaged on its way back to our warehouse, so please make sure it is packaged suitably so that it does not get damaged in transit. Failure to do so may result in us not being able to process your return. 

 Follow these simple steps for a quick and easy return:

1. Please fill out a note with the reason for your return and your order number (found on your invoice).

2. Enclose your note with the item and package the item securely. Please use original postage packaging where possible, and please make sure the item is in its original packaging also.

3. Take your parcel to any Post Office counter and obtain a proof of postage receipt.

RETURN ADDRESS:

Miss Lulu Bags

82 Seawall Road
Cardiff
CF24 5TH

Items will be refunded once we have received them back in our warehouse and they have been inspected. Please allow up to 10 working days for your parcel to be received. An email will be sent to you once your return has been processed. If you haven't heard anything from us after the 10 working days, please contact us at enquiries@lulubags.co.uk with your order number and details of your return. Items will be refunded at the price you purchased them at, this includes sale items. Any refund will be automatically issued to the payment method you used to place your original order. This typically takes 5 working days in the UK to show back in your account. If you require a refund but cannot return the item to us for any reason, then a refund will be at our discretion. In the unlikely the event that an item is returned to us in an unsuitable condition we may send it back to you and refuse to refund.

Please be aware that we reserve the right not to refund you if you return items to us outside the terms on our returns policy.

Exchange policy for UK customers:

UK customers can exchange an item for a different colour of the same item. If you would like to exchange for a different item this must be the same purchase price as the item that is being returned. If the item is a different price you will need to return the unwanted item for a refund and place a new order. If the item you want to exchange for is unavailable a refund will be issued instead. Any unwanted items can be returned to us in line with our return policy.

Exchanges will be sent to the default address on your account; we are unable to send exchanges to an address that is not the default address. To check an update your default address goes to 'My Account' and Modify Your Address Book Entries'.

International customer queries:

We are unfortunately unable to offer exchanges for those shopping outside of UK, all items will be refunded. If you need a different colour you will need to place a new order. With regards to international returns, we ask that you obtain a proof of postage receipt so that if your parcel goes missing and does not reach our warehouse, you’ll have proof that you sent it.

RETURN ADDRESS:

Miss Lulu Bags

82 Seawall Road
Cardiff
CF24 5TH

It can take up to 21 working days for your parcel to reach us at our warehouse in the UK. Once it has been received we will issue your refund and you will receive an email to let you know once this has been done. It can take up to 10 days for funds to show back into your account.

Wholesale customers:

Unfortunately, we do not offer returns for our wholesale customers- all sales are final. If upon delivery there is any missing or in incorrectly packaged items in your shipment, you must notify us within 48 hours of signing for your order. All returned items must contain the order invoice including all your order details, note explaining the damage and if you would like to receive a replacement or store credit. Please be advised that under no circumstances shall the company, Miss Lulu bags, be responsible for any return shipping costs or for any indirect damages.

If you wish to return damaged items please notify us within 30 days of receiving the goods. We will issue a returns form that must be completed and returned with the damaged items and a copy of invoice(s) which the items have ordered from within the last 30 days. The cost of return shipping plus all applicable charges will be the customer's responsibility. Return requests will be processed after the returns department inspects the condition of the items, therefore please allow 5 working days for credit or refund to be processed.

lulubags.co.uk reserves the right to refuse returned merchandise or may ban a customer from future purchases, if the customer has a history of abusing the returns policy. 

We reserve the right to change these terms and conditions at any time and it is your responsibility to read the terms and conditions on each occasion you use this website. This returns policy does not affect your statutory rights.

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