Sterling Silver Heart Lock Pendant

UK Shipping Information – Lulu Loves Home

At Lulu Loves Home, we want your home décor to reach you quickly and safely. Whether you’re ordering a candle, a set of cushions, or a larger furniture piece, we offer reliable UK delivery options designed to make receiving your order effortless. Below, you’ll find everything you need to know about costs, timeframes, and tracking.

Standard UK Parcel Mainland Delivery

Our standard courier service is ideal for everyday orders. Standard mainland delivery takes up to 10 working days:

• £4.99 standard delivery on eligible orders under £65 after discounts

• £6.99 standard delivery for Northern Ireland and Channel Islands on any order. 
  
  

• FREE standard UK mainland delivery on eligible orders of £65 or more after discounts
  (Excludes Large Wall Clocks, Wall Art, Medium & Large Items, Furniture, and Garden Furniture)

  Your eligible order total must be £65 or more after all discounts have been applied to qualify for free standard UK mainland delivery. If a discount brings your total below £65, the applicable delivery charge will be added.

• Delivered Monday–Saturday (excluding UK Bank Holidays)

• A signature is required for most parcels

• Tracking updates provided via DPD or Royal Mail

Please note: we cannot be held responsible for items left in nominated safe places.
For more information, please read the Royal Mail Safe Place Policy.

For additional guidance on consumer rights, visit Which? delivery advice.

Express Delivery

Express delivery is available only for eligible products and destinations where it is offered at checkout. The available service, price and delivery estimate are shown at checkout. Our general mainland parcel service currently offers standard delivery up to 10 working days.

For urgent requests, please call 01329 665511 before placing your order so we can confirm whether a faster service is available.

Click & Collect – FREE

Prefer to collect in person? Click & Collect is available on all orders:

• Usually ready within 24 hours (may vary during busy periods)

• Collection from our Stubbington Store

Opening hours:
Mon–Sat: 9:00 AM – 5:30 PM
Sunday & Bank Holidays: 10:00 AM – 4:00 PM
Christmas Eve: 9:00 AM – 4:00 PM

Furniture & Large Item Delivery

Larger items require specialist handling. Medium and large furniture delivery can take up to 8 weeks, with the delivery date to be confirmed. Charges and availability depend on the products and destination; the applicable options are shown at checkout:

• Medium furniture delivery: £12. Large furniture delivery: £35.

Some furniture is delivered directly from our suppliers or personally delivered by a member of the Lulu Loves Home team to ensure it arrives safely.

International Orders

We currently ship within the UK only.

Returns & Refunds

If you need to return an item, please see our Returns Page
You can also view official UK guidance on online returns and refunds.

Eco-Friendly Packaging 🌿

We use recyclable packaging wherever possible as part of our commitment to sustainability.
Learn more at Recycle Now.

Helpful Delivery Tips

• Tracking: Use your DPD or Royal Mail tracking link once dispatched

• Safe places: Parcels left in safe places are left at the customer’s risk

• Furniture access: Please ensure clear access for larger deliveries

• Busy periods: Allow extra time during UK Bank Holidays

Need further help?

Our friendly team is always happy to help.
📧 customerservice@lululoveshome.co.uk
📞 01329 665511

Returns & Refunds

Updated: 1 October 2026

We hope you love your order. If something is not quite right, please contact our team at customerservice@lululoveshome.co.uk or call 01329 665511.

The consumer sections below explain returns for online purchases. Purchases made in our physical shop remain subject to the terms offered when you purchased and your statutory rights. Genuine business purchases are addressed separately at the end of this policy.

Online purchases: changing your mind

For eligible online purchases, you may cancel without giving a reason. You can cancel before delivery or up to the end of 14 days after the day you, or a person you nominate other than the carrier, receive the goods. For multiple goods in one order delivered separately, the period runs from the day after the last item is received. For goods supplied in several lots or pieces, it runs from receipt of the last lot or piece.

Tell us clearly that you wish to cancel. You can email, telephone or write to us using the contact details in this policy. A returns option in your customer account, where available, or the cancellation form below may also be used, but neither is compulsory. Please include your name, order number and the items concerned where possible so we can identify your purchase.

Your cancellation notice must be sent before the cancellation period expires. You do not need to wait for our approval or reply for a valid cancellation to take effect.

Sending your return

Unless we have offered to collect the goods, you must send them back or hand them to us without undue delay and no later than 14 days after the day you tell us you are cancelling. This deadline is met when you dispatch the goods before the period expires; the parcel does not have to arrive with us within that period.

The cancellation and return periods are calendar days, not working days. If the final day falls on a Saturday, Sunday or bank holiday, the deadline extends to the next working day.

Please return goods to:

Lulu Loves Home
7 & 8 Stubbington Green
Stubbington, Fareham
Hampshire
PO14 2JG
United Kingdom

Please include your order details inside the parcel and pack items securely to protect them in transit. We recommend keeping proof of posting and using a suitable tracked service. Online orders can also be returned to our shop; please bring your order confirmation or other proof of purchase.

For large furniture or supplier-direct items, contact us promptly so we can help with appropriate transport or agree an alternative return address. These arrangements do not make your statutory cancellation dependent on our approval.

Return postage and labels

For a change-of-mind return, you are responsible for the direct return postage cost, provided this responsibility was disclosed before purchase. You may arrange your own suitable return service.

Where we can offer a print-at-home return label, we will tell you its cost before you agree to use it. With your agreement, that direct return cost can be deducted from your refund. We do not add a restocking or administration fee to a statutory cancellation.

For goods that cannot normally be returned by post, such as some furniture, you are responsible for the return transport costs only where the required cost information was provided before purchase. If we did not provide the required return-cost information, we will bear those costs.

Where goods are faulty, damaged on arrival or incorrectly supplied and you are entitled to return them, we will arrange an appropriate return or cover the reasonable return costs.

Inspecting and caring for your items

You may handle items as reasonably necessary to establish their nature, characteristics and function, as you could in a shop. Please keep the goods and any supplied accessories safe, avoid using them beyond reasonable inspection, and reuse the original packaging where possible.

Opening packaging for reasonable inspection, or not having the original packaging, does not automatically remove your statutory cancellation rights.

If handling beyond reasonable inspection reduces the value of the goods, we may make a deduction reflecting that actual reduction in value, where the law permits and the required cancellation information was provided. Any deduction will be explained; it is not a fixed percentage or restocking charge.

Refunds for statutory cancellations

We will reimburse you without undue delay. Where you are returning goods and we have not offered to collect them, we may withhold reimbursement until we receive the goods or evidence that you sent them back, whichever is earlier. Your refund will be made no later than 14 days after that earlier date.

Where there are no goods to return, or we have offered to collect them, we will reimburse you no later than 14 days after the day you notify us of cancellation.

If you cancel the whole order, we will also refund the cost of our least expensive standard delivery option for that order. Any additional amount paid for an upgraded delivery service is not refundable as part of a change-of-mind cancellation.

Refunds are made to the original payment method, including PayPal where used, unless you expressly agree otherwise. We do not charge a refund fee or require you to accept store credit instead of a refund you are legally entitled to.

We aim to process straightforward returns within 1 to 2 working days. Your bank or payment provider may take additional time to display the payment, but our internal approval process does not extend the statutory refund deadline.

Sale items and cancellation exceptions

Sale items have the same statutory cancellation and faulty-goods rights as full-price items.

The statutory change-of-mind cancellation right does not apply to genuinely bespoke goods made to your specifications or clearly personalised goods, goods liable to deteriorate or expire rapidly, or sealed goods that are genuinely unsuitable for return for health protection or hygiene reasons once unsealed after delivery.

A product is not automatically exempt merely because it is ordered from a supplier for you, dispatched directly by a supplier, or chosen from standard sizes or colours. Ordinary earrings, hair accessories, slippers and personal-care products are not subject to a blanket exclusion from statutory rights; any applicable sealed-hygiene exception must meet the legal conditions above.

Gift cards are not exchangeable for cash except where required by law. This does not exclude any statutory cancellation or refund rights that apply to an online gift-card purchase.

None of these cancellation exceptions removes your rights where goods are faulty or not as described.

Faulty, damaged, incorrect or missing items

It is our responsibility to supply goods that are of satisfactory quality, fit for purpose and as described. If there is a problem with your order, please contact us as soon as reasonably possible so we can help.

For delivery damage, reporting it promptly, ideally within 48 hours, helps us investigate with the courier. Photos of the item, inner and outer packaging, and shipping label are helpful where possible. However, 48 hours is not a deadline for exercising your statutory rights, and we will not automatically reject a valid claim because you report it later or cannot provide photographs.

The change-of-mind 14-day limits do not restrict your separate rights under the Consumer Rights Act 2015. Depending on the circumstances, you may be entitled to a refund, repair or replacement. Please contact us to arrange the appropriate remedy and any necessary return.

Exchanges

For a change of size, colour or style, contact our team. You may return the original item in accordance with this policy and place a separate order for the replacement. Any exchange is subject to availability. This does not restrict your right to a replacement or another remedy for faulty or incorrectly supplied goods.

Christmas extended returns

Our Christmas offer is available for eligible full-price items purchased between 1 October and 24 December 2026: these can be returned up to 5 January 2027.

This revised Christmas deadline applies to orders placed after this update was published. We will honour any longer Christmas returns deadline offered when you placed an earlier order. Where your statutory cancellation or return rights give you longer than 5 January 2027, that later deadline still applies.

This is an additional voluntary offer, not a replacement for your statutory rights. To use this extension outside your statutory cancellation period, items must be unused, in their original condition and original packaging, with any tags or protective wrapping intact. The voluntary extension does not cover sale items, gift cards, earrings, hair accessories, slippers or the cancellation-exempt goods described above.

These additional conditions and exclusions do not apply so as to restrict a statutory cancellation or a valid faulty-goods claim. The standard return-postage arrangements above apply to change-of-mind returns under the extension.

Earlier orders and other extended offers

The revised standard change-of-mind period applies to orders placed after this version of the policy was published. We will honour any more generous returns terms offered when you placed an earlier order, including our previous 30-day or 40-day arrangements and any applicable seasonal offer.

Any other longer returns period expressly offered for your purchase will also be honoured. Nothing in this policy limits a longer cancellation period or other remedy required by law.

Optional cancellation form

You may copy and send this form, but you can also cancel by any other clear statement.

To: Lulu Loves Home, 7 & 8 Stubbington Green, Stubbington, Fareham, Hampshire PO14 2JG, United Kingdom. Email: customerservice@lululoveshome.co.uk

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*]:

Ordered on [*]/received on [*]:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

[*] Delete as appropriate.

Business, Trade and Commercial Orders

The following commercial terms apply only to genuine business purchases, such as purchases for event styling, hospitality, interior design, property staging, film or television production, resale or other commercial use. They do not apply to individuals buying wholly or mainly for personal use. A company name, business email address or company payment card alone does not determine whether a purchase is a consumer transaction.

Standard consumer cancellation rights do not apply to genuine business purchases. These commercial terms are subject to applicable law and any separately agreed written terms.

Special-order and supplier-direct business items

Items specially sourced, bulk ordered, ordered in on request, or dispatched directly from a supplier specifically for a business customer are non-cancellable once confirmed or dispatched.

If a business delivery is refused, undeliverable or returned after dispatch, Lulu Loves Home reserves the right to deduct applicable original delivery charges, return carriage costs, supplier restocking charges, storage or re-delivery fees and reasonable administration costs.

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

Damaged or incorrect business orders

Damage, shortages or incorrect goods on business orders must be reported in writing within 48 hours of delivery with clear supporting photographs, subject to any rights that cannot lawfully be excluded.

Contact us

Email customerservice@lululoveshome.co.uk or call 01329 665511. Our team will help resolve any questions about your return.