DELIVERY AND FAQs
HOW MUCH IS DELIVERY?
We ship internationally:
INTERNATIONAL SHIPPING WITHIN EU - £5.95 (3-7 working days)
INTERNATIONAL SHIPPING OUTSIDE EU - £8.95 (3-7 working days)
FREE INTERNATIONAL SHIPPING on orders over £30 (3-7 working days)
FREE EXPRESS SHIPPING UPGRADE on orders over £150
HOW LONG IS DELIVERY?
Please note the Delivery time = processing time + shipping time.
Average dispatch is 1-3 business days (not including weekends)
Average international standard delivery is 3-7 working days.
Average international express shipping is 1-4 working days.
Note: For Standard Delivery, some countries take longer due to customs clearances and you should allow up to 28 days. However, if after 20 days, the parcel is still in transit, please do let us know at email@example.com.
Free gift promotions are made to order and will take slightly longer than usual.
CAN I GET IT FASTER?
We are pleased to offer some FREE shipping options, the items are sent directly from us here in the UK so you can enjoy the benefits of low-price but beautiful and high-quality crafted pieces.
We believe the high-quality beautiful jewellery along with the unbeatable prices are worth the wait.
If you want it faster, we have an express delivery option starting from £20 depending on the country (approximately 1-4 days)
As we are expanding, we will be able to ship faster and at lower cost, your support expedites this, so thank you. If you would like to enquire about express shipping please contact us at firstname.lastname@example.org.
Can I change or cancel my order?
You can change or cancel your order providing it has not already left us.
Once your order has been sent out, your order cannot be changed or cancelled; please send any change or cancellation requests to email@example.com and we will facilitate changes where possible.
DO I PAY CUSTOMS FEES?
Orders within the EU will not incur customs fees and all other international orders will normally not be charged a customs fee either.
However, whilst we try to minimise customs fees for our customers, this is out of our control and varies from country to country.
I ENTERED THE WRONG ADDRESS IN MY SHIPPING DETAILS, CAN I CHANGE IT?
If for whatever reason you have accidentally entered the wrong shipping address, please contact us immediately to change your details. If your item has already been shipped we CANNOT change or re-route your product and you WILL NOT be eligible for a refund. It is the responsibility of the customer to ensure all details are correct before purchase. We take no responsibility for orders placed to the wrong address.
HOW CAN I TRACK MY ORDER?
UK orders: An email with the tracking will be sent after dispatch. Please visit the Royal Mail tracking page in approximately 3 days time to track your parcel.
Non-UK orders: An email with the tracking will be sent after dispatch. You can track it by pasting the tracking number here.
I cannot track my order, what do I do?
Sometimes tracking does not appear immediately and tracking will show up in approximately 3-5 days time. Please check again later on.
If you are a U.K customer and the tracking does not work, please visit the Royal Mail tracking page in approximately 3-5 days time.
WHERE IS MY ORDER?
Once you have received your tracking number, please use the tracking number to track your parcel. Rest assured that once it has been shipped, you will receive the parcel within the estimated delivery. Please give international standard delivery up to 28 days due to customs. However, if your parcel has been in transit for 20 days, you should contact us so we can contact the courier for you.
We always ship from the United Kingdom.
My order has been delivered but I have not received anything, why?
For UK orders: Please wait 1 working day as sometimes you will get a 'delivered' notification when in fact it means your parcel has just been delivered to your local depot ready for last mile delivery.
If after 1 day has passed, please visit the Royal Mail page and contact them. There may have been attempted deliveries or they may have left it with a neighbour.
For the rest of the world, please contact us immediately. Your parcel might be in a mailbox or with your local courier because of a delivery re-attempt or it may have been sent back because there was no one at home.
All promotional items will be made to order if there is low/no stock and therefore can potentially take up to an extra 1-2 weeks in arrival.
RETURNS / EXCHANGES
CAN I EXCHANGE/RETURN MY ITEM(S)?
We offer a 28-day returns policy for rings, necklaces and bracelets. Please contact us within 28 days with your order number and a brief explanation of why you are returning the goods. Emails can be sent to firstname.lastname@example.org.
We are unable to accept returns on earrings unless they are faulty due to hygiene reasons.
We do not refund shipping fees for returns.
We offer a 28-day exchange, please contact us within 28 days with your order number, which colour/size you want to exchange for.
We will then give you an appropriate shipping address. We do not refund shipping fees for exchanges.
Please note we cannot refund earrings because of hygiene reasons. However, we are able to refund such items if it is faulty or damaged upon arrival.
HOW DO I CONTACT LULU MOORE?
Please email us at email@example.com
A customer service rep will contact you within 24 working hours.
OUR WEAR & TEAR POLICY
Here at Lulu Moore we take the quality of our products very seriously. We test all our items to ensure that our materials stand up to day to day pressures to ensure longevity, meaning you can enjoy them for longer. The majority of our items are made from precious metals, namely Sterling Silver and 18ct Gold. However, when weight is a consideration we ocassionally use a base metal which is then plated in precious metal. The base metal used is high quality, lead and nickel free.
Rings and Bangles face greater lifestyle pressure than the likes of necklaces and earrings. To extend the life of rings it's definitely best to give them occasional breaks and to keep them away from any moisture and chemicals; this includes sweat, lotion, sunblock and perfumes. But with that said, all fashion jewellery will experience normal wear and tear over time and we are unable to accept returns due to natural wear and tear on plated jewellery.
IMPORTANT: If you have highly sensitive skin, we advise caution to anyone wearing any kind of metals on their skin for prolonged periods. If you are aware that you have sensitive skin and are prone to reactions we take no responsibility for any reactions that may take place and it is the responsibility of the customer to ensure all precautions are taken. If you have any questions regarding any of our materials please contact us before purchasing and we would love to help.
PROMOTIONAL OFFERS / ITEMS
MISSED A PROMOTION OR DIDN'T ENTER CORRECT DETAILS?
Once a promotion has finished unfortunately we are unable to give this offer to someone requesting it after the cut off date. We would love to give people amazing offers constantly however in fairness to the people who DID purchase within the allotted times we keep strict to our cut off dates.
If you didn't read the promotional terms correctly and ultimately didn't cash in on the offer due to missing criteria, we must add that we cannot take responsibility for this. Customers should ensure they fully understand the offer before purchasing to ensure they make the correct purchase.
If you are unsure of how to redeem specific offers then please contact us and we would love to help you out! We try to make all our offers details and instructions as clear as possible.