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.
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.
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.