DELIVERY
Our products are not mass-produced, and we only hold small quantities in stock. For stock items we aim to dispatch the order within 24 hours, excluding weekends and bank holidays. If the product is made to order, our dispatch time will be 4–6 weeks. We will email you an order confirmation once we have accepted your order, and email you again on the day of despatch so that you know your order is on its way.
Our online store is currently set up for UK and European Union deliveries only. For deliveries to other countries, please contact Customer Services and we will do our best to accommodate your request.
Delivery Charges
United Kingdom - Free
European Union - £15
Rest of the World - Please contact us
N.B. We monitor our carbon footprint through Carbon Analytics, and work continuously to decrease this.
UNITED KINGDOM
Our standard UK mainland delivery is FREE on all orders.
Once your order has been dispatched it will be delivered to you within two working days by our preferred courier service – DHL.
Due to the value of our products, a signature will be required. Please make sure your shipping address is accurate. Orders that are returned because of an invalid address may incur a shipping charge if they are reshipped. After an order has been delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages.
INTERNATIONAL
International shipment might take 2–14 working days depending on the destination. We do our very best to get your order to you as quickly as possible.
Taxes and duties are determined by the customs agency of the destination country. Payment of any duties and taxes is the responsibility of the recipient, and these fees are collected at the time of delivery.
We try our best to supply our goods to you wherever you are, but sometimes carrier availability in certain areas restricts where we can deliver to. If the delivery to your destination is restricted, we will contact you as soon as possible.
RETURNS
If you are not completely satisfied with your purchase, you can return your items for a full refund of the price you paid for the products within 14 working days from the day of our receiving the order. If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift certificate by email once the returned item is received. Bespoke and made-to-measure items cannot be returned unless they are faulty. Your statutory rights are not affected by this policy.
Returns within the UK are free of charge when using our returns service. International customers must return items at their own cost.
The returned goods should be in unused condition and in their original packaging. Our product box is considered to be part of the product, and so the same return conditions apply.
To request a return you must inform us of your intent to return your order, by emailing us at customerservice@lulagreen.com . The return process varies depending on where you are returning from. You will also find details on how to arrange your return in your confirmation email.
Returns within the UK
Once you have informed us, you will receive a confirmation email and can then return your items to us using our free UK collection service.
Return collection must be arranged within 14 days of your request. To book a collection, please call DHL on 0844 248 0844, quoting your returns number and Lula Green’s DHL account number. (Both will be included in your returns confirmation email.) Please obtain proof of postage/collection, and retain the tracking number if sending through a parcel carrier.
If you decide to use your own courier this will be at your own cost and risk.
International returns
Once you have informed us, you will receive a confirmation email and can then return your items to us. All international returns must be sent via courier or registered mail, with the original packaging materials and original shipping invoice included.
For returns from outside the UK and EU, please mark your shipment as “British Returned Goods” on any customs or postal forms. We recommend that you also obtain a proof of postage certificate when posting your item.
Pack the Items
On the order summary you received with your order, mark the items you wish to return, providing all relevant information – including your reason for returning the product. Pack the item in its original packaging, ensuring that the product box is protected. Include the return form and the Certificate of Authenticity. Seal the box, and label with the following return address:
LULA GREEN
30A Upper High Street
Thame
OX9 3EX
REFUNDS
Only payments for products in their original condition will be refunded.
When we receive and accept your return we will refund you using the same method used by you for the original purchase. We will inform you about your refund within a reasonable period of time.
Please note that once processed the time it takes for refunds to appear on your account will depend on your bank/building society.
Please see our Returns Policy for further details.
RETURNS
You can request a return for products you have purchased on lulagreen.com up to 14 days after receiving your order for a full refund of the price you paid for the products. If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift certificate by email once the returned item is received. Bespoke and made-to-measure items cannot be returned unless they are faulty. Your statutory rights are not affected by this policy.
Once your return request has been confirmed, you can send your items back to us using our free UK returns service. If you decide to use your own courier this will be at your own cost and risk. International customers need to return the items at their own cost. In any case, please obtain a proof of postage certificate when posting your item, as you will be liable for any damage to, or loss of, the products until you have returned the products to us, or we collect the products from you.
If you are using our free UK collections service, it must be arranged within 14 days of requesting a return.
All returns must be in unused and undamaged condition, and come with their original packaging including the Certificate of Authenticity. We are unable to accept returns on items that are damaged or used, or that are not returned in their undamaged original packaging. Unfortunately, in these cases, the products will be returned to you, and at your own cost.
Please use adequate protective packaging so as not to damage the original box. Our bed linen box and the Certificate of Authenticity are considered as part of the product, and so the same return conditions apply.
On the returns form you will have received with your order, fill out all relevant information, including your reason for returning the items, and sign to accept our returns policy. This information will help us process your return as quickly as possible. Comments can also help us to improve in the future.
EXCHANGES
If you wish to exchange an item, you will need to return the item you no longer wish to keep, and place a new order.
REFUNDS
When we receive and accept your return we will refund you using the same method used by you for the original purchase.
We will inform you about your refund within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you by email that you were entitled to a refund. Please note that once processed the time it takes for refunds to appear on your account will depend on your bank/building society.
When you have returned items to us in compliance with our returns service, you will receive a full refund of the price you paid for the products, excluding the delivery charges. Products returned by you because they are faulty, and are confirmed to be so in the opinion of Lula Green, will be replaced or refunded in full, including a refund of the delivery charges for sending the item to you, and the cost incurred by you in returning them to us. We will need to inspect the product once it has been returned to us in order to identify the defect.
If your order was delivered to a country outside of the EU and you incurred local customs duties, you will need to contact your local customs authority directly to claim these duty charges back.
We are not responsible for any charges or penalties that may be imposed by the payment provider as result of payment being processed in respect of your order.