RETURNS AND REFUND POLICY

Our return policy is 28 days from the day you received your order from us, which should allow enough time for you to think about your purchase and decide, if you are happy. Unfortunately, we cannot accept returns and issue refunds after 28 days.

If you want to return your order or a part of it, please contact us at hello@lullalove.co.uk We will record your return and provide you with the return address. 

Please note that for returns, we can only accept unused items, unwashed with original tags still attached and in the original packaging.

The buyer is responsible for the return shipping fee and a return label is not provided. We recommend using a trackable service when returning your items, we will not accept liability for any lost return shipments.

Once we receive you order, we will check that all products are unused, with no signs of wear, assembling, in the original packaging and with original tags attached. The process can take up to 14 days.

If accepted, refunds will be processed and a credit will be automatically paid to the payment card or the original payment method within 10 working days (processing time on the site of the payment provider).

We cannot accept returns of intimate, sanitary and hygienic products, health and personal care items. This includes the following products:

• Massage brushes
• Hair brushes
• Teethers
• Sponges
• Hairbands
• Some cosmetics incl. mascara, eyelash serum, body butters and body scrubs.

Gift cards cannot be refunded. 

We only accept refunds for full priced items, unfortunately we cannot accept returns and refunds for sale items.

Delivery costs are non-refundable. The amount refunded will be the amount you paid for your goods excluding shipping costs. We will deduct the shipping costs from the total order amount.

Damaged or defective goods

If your order contains an item that has been damaged or arrived with a defect, please contact us on hello@lullalove.co.uk and please include your order number and a photo(s) of the damaged or defective product.

We only accept exchanges for damaged and defective items, we cannot accept exchanges for alternative product or product variation (e.g. different colour etc.). If you wish to order a different product, please return the unwanted products and place a new order.

Orders returned to us due to an incorrect or incomplete address

We will not accept liability for orders that are returned to us after an unsuccessful delivery due to an incorrect or incomplete address. We are happy to ship the same order again at the buyers cost. 

Refused / Undeliverable Parcels

If a parcel is refused at delivery, not accepted, not rearranged, not collected from the depot within the courier’s holding period, or returned to us due to an incomplete or incorrect delivery address provided at checkout, any refund will be processed once the goods have been safely received back and inspected.

Please note that we cannot be held responsible for parcels returned for any of the reasons listed above, as the delivery has been attempted in line with the details provided at checkout.

If you would still like to receive your order, we are very happy to arrange re-dispatch at the buyer’s cost.

If a refund is preferred, a deduction of £10 will be applied to cover the delivery, packaging and handling costs incurred.

Orders left in "safe place" 

All our orders are dispatched using tracked services, for customer's convenience. If you feel that it is unsafe for a parcel to be left in a "safe place" at your address e.g. front porch, doorstep etc, please add a note "Do not leave in a safe place".

The customer (recipient) is responsible to track the delivery and arrange it in a way that is convenient for them. If you don't receive the tracking details for your order, please contact us immediately. If you allow for your parcel to be delivered to a "safe place" (e.g. front porch, doorstep, reception, etc), you are taking full responsibility for the parcel from the point of it being confirmed "delivered" and photographed by the delivery driver. We cannot take responsibility for parcels that were damaged (for example by rain) or stolen after they were left at your address.