Shipping and Delivery

SHIPPING AND DELIVERY

FREE UK DELIVERY ON ORDERS OVER £150

Free UK Standard Delivery valid on orders over £150; applies automatically at the checkout. Lulu Guinness reserves the right to change or amend this offer at any time. Not valid in boutiques or concessions.

ORDER PROCESSING

Orders are processed and delivered Monday to Friday, excluding public holidays. When items are in stock and orders are placed Monday to Thursday, we aim to dispatch within 72 hours of payment being cleared. Orders placed on Fridays, Saturdays and Sundays will be processed on the following Monday and dispatched within 72 hours. We currently do not offer a Saturday delivery service.

BUSY PERIODS

During periods when we are receiving high volumes of orders (such as Christmas and Sale periods) dispatch times may be longer. We try our best to process your order as quickly as possible, however we do ask for your patience and state that it may take slightly longer than usual. If you are experiencing delays with an order, please contact our Customer Care Team on +44 20 4538 1352 Monday to Friday, 11am - 5pm (UK time) or Email customercare@luluguinness.com

DELIVERY LOCATIONS

Lulu Guinness ships to 130 countries worldwide, please click here for the full list.

Please note that unfortunately, our nominated delivery services cannot currently deliver to BFPO, PO Box or Freight Forwarding addresses.

Online orders cannot currently be collected from our stores.

UK SHIPPING

COSTS & TIMES 

Orders placed on a Friday, Saturday or Sunday will not be shipping until the following Monday.

EUROPE, CHANNEL ISLANDS AND REST OF THE WORLD SHIPPING

Import or duty tax is pre-paid by us on all UK and EU purchases (excluding the Ukraine). There will be no additional fees to be paid by the customer on delivery.

Due to the duty regulations in Ukraine, customers are required by the Ukrainian government to pay import taxes on their orders.

Due to new customs restrictions in Spain for items arriving from the UK, it is now a requirement that a DNI or NEI number is submitted before shipping for customs. Please contact Customer Service for more information. We are working with our delivery partners to minimise delays, but please note order processing times to Spain are currently impacted by this new restriction.

Due to new customs restrictions in Italy for items arriving from the UK, it is now a requirement that you provide identification to Italian customs before your parcel will be released for delivery.

International orders that are outside of the UK and EU may be subject to additional local taxes or duties fees which are not covered in the total cost of your purchase. Additional costs will be payable in cash on delivery. You will be contacted by your local customs office prior to delivery. Lulu Guinness advises that local taxes may not be refundable to Non UK customers wishing to return items.

Service disruption: Due to the situation in Ukraine our shipping services to both Ukraine and Belarus are limited to selected locations. We are sorry for the inconvenience.

COSTS & TIMES

Orders placed on a Friday, Saturday or Sunday will not be shipping until the following Monday.

If you would like to ship to the USA or Canada please visit our website here.

Our shipping partner, DHL offers you the flexibility to make changes to your delivery while it is on its way to you using the DHL On Demand Delivery (ODD). Once your order has left the warehouse and is with DHL, they will contact you via SMS and/or email to let you know when to expect your delivery. If ODD is available in your location, you can then follow the link provided using your tracking (shipment) number.

CUSTOMS & TAXES

ORDER TRACKING

TRACKING

To check the status of your order, simply navigate to the Account Sign In page or go to the Order History section of your customer account.

ORDER STATUSES

Your order will show as being one of the below statuses:

1. Processing: Your order has been received, is visible on our order system and is being processed at our warehouse.
2. Your order has/is about to be dispatched. You will receive a dispatch confirmation email containing your tracking information shortly. You can use this tracking code to track your parcel through the DPD or DHL website, but please allow 4 hours from receipt of the email before doing so.
3. Part shipped: Part of your order has/is about to be dispatched.
4. Refunded: Your order has been refunded. You will receive a refund confirmation email containing the payment reference shortly.
5. Part refunded: Part of your order has been refunded.
6. Replaced: Your order has been replaced. You will receive a dispatch confirmation email containing your tracking information shortly. You can use this tracking code to track your parcel through the DPD or DHL website, but please allow 4 hours from receipt of the email before doing so.
7. Replaced: Part replaced: Part of your order has been replaced.
8. Cancelled: Your order has been cancelled and will not be processed.

RECEIVING YOUR ORDER

All orders must be signed for on delivery. If a delivery has been attempted by and is unsuccessful, the courier may deliver to a close neighbour, leave your item in a safe place or leave a calling card and attempt to redeliver the next working day. Failing this, you will be responsible for retrieving the undelivered parcels or arranging a further redelivery.

PACKAGING

INNER PACKAGING

All Lulu Guinness leather handbags arrive in their own individual dust bag for storage. Lips clutches, keyrings, card holders, selected wallets, zip pouches and purses are packaged in a black and white Lulu Guinness gift box. Please note that during Sale periods (including Black Friday, Cyber Weekend and Cyber Monday) these gift boxes are not available. 

All Lulu Guinness goods remain the responsibility of Lulu Guinness until the order has been delivered to the delivery address and payment received in full. Items are insured against theft and damage. Once the item has been delivered to the delivery address and payment received in full, the goods are no longer under the ownership or responsibility of Lulu Guinness.

Please note: laminates (wallets, iPad sleeves, telephone cases, pouches), nylon items, shoppers, totes (Lola Tote, Sofia Tote and Lily Tote) and nylon backpacks do not come with gift boxes or dust bags.

For further details on specific items, please refer to the details listed on the individual product page.

OUTER PACKAGING

All products come in a white or brown box. All luggage is delivered in an appropriate sized discreet brown box, padded out securely. All hard sided luggage comes with an easily removable protective film on the front and back.

INSURANCE & DAMAGED GOODS

ON RECEIPT

On receipt of your goods, please check that the number of boxes received matches the documentation and that the package is not damaged, wet or tampered with in any way. If you do notice anything unusual about your order please notify Lulu Guinness immediately by emailing customercare@luluguinness.com

INSURANCE

All Lulu Guinness goods remain the responsibility of Lulu Guinness until the order has been delivered to the delivery address. Items are insured against theft and damage by the carrier. Once the item has been delivered to the delivery address, the goods are no longer under the ownership or responsibility of Lulu Guinness.