Refund policy
Returns Policy
We have a 30-day return policy, meaning you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at lucie@luladesign.co.uk. Returns must be requested and approved before being sent back—items returned without prior approval will not be accepted.
If your return is accepted, we’ll provide instructions on how to return your item. When sending your return, please circle the return address on the envelope so it can be clearly identified and processed quickly upon arrival.
You can always contact us with any return questions at lucie@luladesign.co.uk.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Please note that personalised or customised items are non-returnable and non-refundable, unless they arrive damaged, faulty, or incorrect. As each personalised item is made to order, we are unable to accept returns or exchanges for these items.
We also do not accept returns on sale items or gift cards.
If you’re unsure whether your item is eligible for return, please get in touch before purchasing.
Exchanges
The quickest way to receive the item you’d prefer is to return the original item (if eligible) and place a new order once your return has been approved.
European Union 14 Day Cooling-Off Period
If your order is being delivered within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Items must be returned unused, in their original packaging, and with proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return and confirm whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the refund.
If more than 15 business days have passed since your return was approved, please contact us at lucie@luladesign.co.uk.