Shipping & returns
Just like the manufacturing of your new jewellery, we process every order carefully and by hand. We always aim to ship your purchase as soon as possible, but please note that customised items will take longer to produce. Shipping times for these will be discussed individually for each order based on complexity.
✿ Every piece of Lulou jewellery is handmade-to-order in the UK and takes approximately 3-5 days to make after your order is placed. For special collections or collaborations, shipping may take up to 10 days after your order has been placed.
✿ Once you’ve completed your purchase, Lulou will send you an order confirmation email. You will also receive a shipment confirmation e-mail once the product is dispatched.
✿ Delivery times are estimates only, and start from the date of shipping rather than the date the order was placed on.
Please contact us email@example.com if you have any questions or concerns about your order delivery.
We use Royal Mail services for all orders. Please be aware that we are not responsible for disruption in their services. You can find daily service updates here: https://personal.help.royalmail.com/app/answers/detail/a_id/12556
You can follow your parcel’s journey here: https://www3.royalmail.com/track-your-item#/
We will provide you with the tracking number soon as we have shipped your item.
Customs, Duties and Taxes
All orders are handmade and therefore shipped from the United Kingdom.
We cannot be held responsible for items that are delayed by customs while entering another country. For orders outside the UK, the buyer is solely responsible for paying any customs charges that may be requested by customs or any additional fee. To avoid any surprises, we recommend checking these costs before you place your order.
If you refuse to pay those charges, it is your responsibility to ensure that the product is returned to us. Upon reception, we will refund you the amount of the order minus the shipping cost and a £5.00 handling fee.
For non-personalised items
We all change our mind from time to time. If you do, you can return us the item within 30 days and in resalable condition and we will refund you within 30 days directly on your card unless agreed otherwise with you. Only earrings are non-refundable for hygiene and safety reasons. Return costs as well as the original shipping cost will be at your charge. Please note that we are not responsible for lost or damaged items during transit while returned, we always recommend using tracked shipping.
For personalised items
We are unfortunately unable to refund you an item that has been personalised for you, unless faulty. Personalised includes any modification that has been made at your demand and is not a selectable option when making your purchase on the website www.luloubijoux.com at the time of your purchase.
For damaged or faulty products
Despite our best efforts to make sure your product will arrive in mint condition, damage can happen during shipping which can result in a faulty product. Do not worry, we are here to sort this out as fast as possible! Just email us at firstname.lastname@example.org and we will help you from there. If possible, we will restore the item to its original condition (only if this makes virtually no difference to the quality), it’s just a little bit better for the planet ;-)
Please note that we cannot be held responsible for a damage caused by yourself or someone else once you have received the parcel. Our jewellery is hand crafted and should be handled with care.
Also, please note that we are not liable for any other jeweller’s work. Please contact us directly if you were to experience any issue with your product. Any alteration or modification by yourself or anybody else voids your 30 days warranty period.