Returns

RETURNS & REFUNDS POLICY - CONSUMER

We hope you absolutely love your order. If something isn’t quite right, we’re here to help.

To request a return, please email:
📩 customerservice@lululoveshome.co.uk
(Please include your order number so we can help quickly.)

STANDARD RETURNS (CHANGE OF MIND)

Return timeframe

You can return eligible items within 40 days of delivery.

To qualify for a return, items must be:
unused, in original condition, in original packaging
with any tags / protective wrapping intact

Please wait for return approval and instructions before sending anything back.

SALE ITEMS

Sale items are non-refundable.

However, we can offer an exchange or store credit for sale items if:

The item is unused and in original packaging
The return is requested within 40 days of delivery

(Exchanges are subject to stock availability.)

ITEMS WE CANNOT ACCEPT RETURNS ON

For hygiene and safety reasons, we cannot accept returns on:

Earrings
Hair accessories
Slippers
Gift cards

DAMAGED, INCORRECT OR MISSING ITEMS (IMPORTANT)

We take great care in packaging your order; however damage can occasionally occur in transit.

Damage must be reported within 48 hours of delivery.

Please email us within 48 hours and include clear photos of:

✅ the damaged item
✅ the inside packaging
✅ the outside of the parcel/box
✅ the shipping label (if possible)

We are unable to approve refunds or replacements without clear supporting images.

⚠️ Damage claims reported outside of 48 hours may not be accepted.
We are unable to process damage claims after 7 days from delivery.

For urgent issues, contact:
📩 customerservice@lululoveshome.co.uk

RETURN LABELS (PRINT AT HOME)

If your return is approved, we can arrange a postal returns label through our couriers for you to:

print at home
attach to your parcel
drop off at your local post office/drop-off point

The cost of the returns label will be deducted from your refund.

RETURN POSTAGE COSTS

Return postage is the customer’s responsibility for change-of-mind returns.
Original delivery charges are non-refundable, unless the order is confirmed faulty or incorrect.
If your item is confirmed faulty/incorrect, we may refund reasonable return postage costs.

We recommend using a tracked service, as we cannot be responsible for returns lost in transit.

REFUNDS

Once your return has been received and inspected, we will confirm the outcome.

Refund processing times

Refunds are usually processed within 1–2 working days of receiving your return.
Refunds are made back to the original payment method.

Please note: your bank or payment provider may take additional time to show the refund in your account.

Refunds may be reduced or refused if items are returned used, incomplete, or not in their original packaging/condition.

PAYPAL ORDERS

PayPal refunds can only be processed back through PayPal by our admin team.

Please allow up to 3 working days after approval for PayPal refunds to be completed.

RETURNING ONLINE ORDERS IN STORE

Online orders can be returned in-store (please bring your order confirmation).

Refunds will still be processed back to the original payment method.

SEASONAL EXTENDED RETURNS (OCTOBER – DECEMBER)

We know many of our items are purchased as gifts during the festive season. To make things easier, we offer extended returns on eligible full-price items purchased during our seasonal window.

Extended Returns Window

Orders placed between 1st October and 24th December can be returned up to:

✅ 31st January

Please note:

Items must be unused and in original packaging
Sale items remain non-refundable (exchange/store credit only)
Damage must still be reported within 48 hours of delivery (with clear photos)

RETURNS & REFUNDS POLICY - BUSINESS / TRADE / COMMERCIAL ORDERS

The following terms apply to purchases made for business, trade, event styling, hospitality, interior design, property staging, film/TV production, resale or other commercial use.

Orders placed using a company name, business email address, company payment card, VAT registered business details, or for commercial use may be treated as business-to-business transactions.

Standard consumer cancellation rights do not apply to business purchases.

SPECIAL ORDER / SUPPLIER DIRECT ITEMS

Items specially sourced, bulk ordered, ordered in on request, or dispatched directly from one of our suppliers specifically for a customer are non-cancellable once confirmed or dispatched. If a delivery is refused, undeliverable, or returned after dispatch, Lulu Loves Home reserves the right to deduct any applicable:

original delivery charges
return carriage costs
supplier restocking charges
storage or re-delivery fees
reasonable administration costs

Any remaining refund balance will be processed once goods have been received back and inspected.

DAMAGED / INCORRECT BUSINESS ORDERS

Any damage, shortages or incorrect goods must be reported in writing within 48 hours of delivery with clear supporting photographs.

NEED HELP?

We’re always happy to help and will do our best to resolve any issues quickly and fairly.

📩 customerservice@lululoveshome.co.uk