Free UK Standard Delivery Over £99
Overseas orders may incur additional duties & VAT, please note our T&Cs.

Delivery & Returns

Delivery

Unsuitable SALE or REDUCED PRICE ITEMS are subject to an ONLINE CREDIT NOTE or EXCHANGE only.

All orders placed before 10am (GMT) on a business day (Monday to Friday) we aim to ship where possible the same day and stock availability is confirmed. Orders placed after 10am (GMT) will be shipped where possible the following business day. Any orders over the weekend will be shipped on the Monday (only exception on Bank Holidays).


Delivery Charge

Our estimated times for postage delivery and standard charges are detailed below.

All deliveries will require a signature.
Our carrier is Royal Mail - All delivery times are approximate and it may take longer during business periods throughout the year.  Please note, any items  taking longer to arrive than estimated or orders deemed as ‘Lost’ and where a claim needs to be processed, this will processed by us as the sender and in line with Royal Mail’s Claim Timescales and Policy.

  • UK Royal Mail Second Class Signed 2-5 Days £4.50 (FREE on all orders over £99)
  • UK Guaranteed Next Day delivery Before 1pm (order prior to Midday and please contact us via telephone to confirm availability) £9.50.
  • International Shipping £25

RETURNS

It's OK to change Your Mind.
If you change your mind about your purchase, you have an allocated time period to examine the goods and exert your right to cancel your order or part of your order.  

The cut off date for us to receive a return is within 14 days of receiving your order for a refund or exchange, goods received by us out with this timescale will be returned to sender or a credit note issued.

Unsuitable SALE or REDUCED PRICE ITEMS are subject to an ONLINE CREDIT NOTE or EXCHANGE only.

If you have had an item tailored or customised in Lulu & M or elsewhere, these goods cannot be refunded or exchanged on return.

Please Note: We do not accept returns or exchanges on Jewellery, Lingerie and Fragrance including home fragrance, unless the item is faulty.

Cancellation Period
To cancel / return an order you must give written notice seven days from the day you receive the package. We will provide you with a Returns Code. You must let us know which option you wish to take ie a refund, exchange or credit note. You must ensure that good care is taken of any goods and you must return them to us by post. Return postage is the responsibility of the buyer. 

This does not affect your statutory rights.

Easy Returns
Returned goods must be unworn and in perfect condition, with all labels attached and in the original packaging. Please ensure shoe boxes and boxed items are returned to us completely intact and in resalable condition.

Lulu & M Online Returns

146 King Street, Broughty Ferry, Dundee, UK, DD5 1EL.

To ensure the best possible service please note that all refunds and exchanges must be made through our E-commerce Department. Refunds will not be made by our stores under any circumstances. Please ensure the goods are securely and safely packaged so that the goods are not damaged in transit.

We would advise you to record or certify your delivery with a proof of posting card to keep evidence of posting. Until received the responsibility of the return lies with the Buyer until we receive the goods.

Refund Time
Your item will be refunded within using timescales for banking, normally within 5-7 days of processing.  Delivery costs will not be refunded.  It is the buyer's responsibility to cover the return costs. 


We shall re-imburse delivery only when goods are faulty.

This does not affect your statutory rights.

DUTIES & TAXES / OVERSEAS ORDERS

Any duties and taxes incurred in the country of destination are the sole responsibility of the customer. Any duties and costs incurred by Lulu & M as a result of customer returns will have those costs deducted from the refund amount. 

Lulu & M have no control over duties and tax charges that may occur and we cannot advise on their amount. You will be responsible for payment of any such import duties and taxes that are not included and payable on receipt of your order. Please contact your local customs office for further information before placing your order.

Contact Us
We want you to be happy with everything you buy from us, If you have any questions regarding product information, sizing, buying and refund process etc please give us a call during UK business hours on 01382 737359, we'll be delighted to help.