Return Policy

Returns, made simple

If your Lulu Souza piece is not quite right, request a return within 14 days of delivery. Sale and full-price items follow the same return rules.

At a glance

• Return window: request within 14 days of delivery.
• Return postage: arranged and paid for by you for change-of-mind returns.
• Restocking fee: none.
• Refund method: your original payment method.

How it works

1. Sign in using the email address used at checkout and the verification code we send you.
2. Open the order you wish to return and select Return items or Request return when available.
3. Select the eligible items, choose a reason and add any relevant details. Submit your request online.
4. Your request is recorded against your order in Shopify. You will receive confirmation and an update when it has been reviewed, with return instructions if approved.

When a return is not available

Only items eligible under the return rules can be selected. Your standard return window is 14 days from delivery. Items outside this window, already returned or included in an existing return request may not be available for another return. Items that have not shipped cannot yet be returned.

Sale items follow the same return rules as full-price items. An item being unavailable in the online return process does not affect your statutory rights for faulty, damaged or incorrectly described goods.

Condition of returned items

Please return items unworn, unwashed and unaltered, with their original tags and packaging wherever possible. You may try items on as you would in a shop. If an item has been handled beyond what is necessary to check its nature, characteristics and fit, we may reduce the refund to reflect any loss in value, where permitted by law.

Sending your return

For change-of-mind returns, you are responsible for arranging and paying for return postage. We recommend a tracked service and keeping your proof of postage. There is no restocking fee.

For UK online orders, tell us within 14 days of receiving your items that you wish to cancel, then send them back within a further 14 days. Contacting us within the cancellation period protects your right to cancel; you do not need to wait for approval to notify us.

Refunds

We will inspect your return and confirm the outcome by email. Approved refunds are issued to the original payment method. For a statutory cancellation, we will refund you within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier. Your payment provider may take additional time to show the refund.

When you cancel your entire UK online order under your statutory rights, we also refund the cost of our standard delivery option. Any additional cost paid for an upgraded delivery service is not refundable.

Sale items and gift cards

Sale items are eligible for return on the same basis as full-price items. Gift cards are not returnable under our change-of-mind policy, except where a refund is required by law.

Faulty, damaged or incorrect items

Start with your order in your account and select the relevant return reason. If the online process does not support your issue, use our contact page for assistance. The change-of-mind return window and customer-paid postage rule do not limit your rights if goods are faulty, damaged or not as described.

Your rights

This policy does not affect your statutory consumer rights. Any mandatory rights that apply in your country continue to apply.