FREE UK DELIVERY FOR ORDERS OVER £50

FAQ

SIZING?

Please if you have any questions about our sizing, please refer to the size chart:

 

SHIPPING AND DELIVERY

 

- WILL I RECEIVE A DISPATCH NOTIFICATION?

We are now able to issue dispatch notifications for all our customers, both in the UK and abroad!

Our UK customers will receive a notification, as well as delivery updates, from courier service DPD. Our international customers will receive a notification directly from us, which will contain a tracking number for your order.

- WHEN WILL MY ORDER BE DELIVERED?

Ordinarily, all orders should be dispatched within 1-3 working days. UK mainland orders will then be delivered by DPD, using a next working day service.

- Deliveries in Europe can be expected 3-7 working days from dispatch.

- Deliveries for the rest of the world can be expected 5-7 working days from dispatch.

Please note that DPD next day service is only valid from Monday to Thrusday cut off time is 4pm. Please also note this is subject to any international shipping delays which are out of our control. During busy periods our dispatch period may increase to a maximum of 14 working days. We will always do our very best to inform our customers of any changes to delivery times.

- WHO WILL DELIVER MY PARCEL?

All UK mainland orders are delivered by our courier service, DPD. This service is estimated to be next day delivery from dispatch. International orders are sent via Royal Mail, then passed to your national postal service - your tracking number can be used on both organisation's websites.

 

- WHY IS MY DPD PARCEL DELAYED?

Q: Why have I received an email from DPD informing me that my delivery has been delayed due to my parcel not being handed over by Collectif?

A: With the current courier delivery service that we use for mainland UK orders, DPD will send a customer notification of dispatch as soon as a shipping label has been printed, regardless of the time of day at which this was processed (and whether or not the day's DPD collection has already happened). This can of course cause confusion if a parcel is then not dispatched with a DPD courier until the next day's collection, and would be why you then received a notification that your parcel was delayed. You will receive further updates from DPD with a delivery slot when they have received your parcel. 

 

- CAN YOU DELIVER TO MY ADDRESS?

We deliver all over the world! 

Please note: we cannot post items to 'Packstations', 'PO Boxes', or 'Parcel lockers'. This is something that our current mail service is unable to offer. Please make sure your delivery address is an existing address where someone will be able to accept your item.

 

- MY ORDER HASN'T ARRIVED - WHAT CAN I DO?

If you have not received your order within 15 working days, please email shop@luluhun.co.uk. Please include your order number, so that customer services can find your order status ASAP.

Please Note: Royal Mail does not consider a package lost until 25 working days in Europe and 32 working days for the rest of the word. We will not be able to claim for a lost packet until after this time. Packages lost by Royal Mail will be refunded or replaced after 28 days from the date we posted your order. We cannot be held responsible for packages lost or damaged by Royal Mail, but we will do all that we can to help you.

 

RETURNS 

- HOW LONG DOES YOUR RETURNS PROCESS TAKE?

We will usually process (issue your refund & email you) returns within 7 calendar days of receipt of your parcel. However, during busy periods, please allow up to 14 calendar days. We will contact you via email as soon as we have opened your return.

All items returned to us must be in a re-sellable condition. This means returned items must be unworn, free of stains, odours, and animal hair. Items must not be damaged, and must be returned with the original labels still attached. 

If any items are received in an unsellable condition, they will be posted back to you.

For reasons of health and hygiene, we are unable to accept any lingerie, hosiery or pierced jewellery as returns. Swimwear must be tried over underwear, and any hygeine seals must be intact or your right to return will be affected.

 

- CAN I RETURN A SALE ITEM?

Sale items may be returned for a refund for up to 14 working days from the date you received your order. Should you wish to return your item, please make sure it complies with our returns policy 

Please note that orders placed during a sale will be refunded to the value of the item at the time of purchase. Ie if you paid £50 for an item which is usually £100, you will be refunded/credited the £50 originally paid.

 

 

- WHAT DO I NEED TO INCLUDE?

To return an item(s) to us, we request that your package includes a copy of your invoice & a completed copy of our returns form so that we can process your return efficiently. You can find your returns form with your invoice that is included with your order. Don't worry if you've misplaced your form - just get in contact and we'll be happy to send another across to you.

 

 

- DO YOU COVER RETURN POSTAGE?

We're unfortunately not able to cover return postage costs at this time.

Please note: in the unlikely event that you should receive a faulty item, we will be happy to include your return postage with your refund.

FAULTY GOODS: 
To help us get this fixed for you ASAP, when you first contact us please include the following information;

    -Your name
    -Order number
    -Product name and code
    -Picture of the fault
    -Description of the fault

(The product name and code can be found on your order confirmation email and invoice).

Please Email us: shop@luluhun.co.uk

Please return you item(s) via an 'Economy Signed For' service. If you choose to include any additional non-faulty items in your parcel, postage for these items will not be refunded.

 

- HOW DO INTERNATIONAL RETURNS WORK?

For the most part, international returns work just the same as any sent from the UK. However, if you're returning a parcel to us from outside the UK, please remember to state on any customs declarations that your parcel contains 'RETURNED GOODS'. If this is not declared, we will unfortunately have to forward any costs for duty through to you. 

 

 

- IS THERE ANYTHING I CAN'T RETURN?

All items returned to us must be in a re-sellable condition. This means returned items must be unworn, free of stains, odours, and animal hair. Items must not be damaged, and must be returned with the original labels still attached. 

If any items are received in an unsellable condition, they will be posted back to you.

For reasons of health and hygiene, we are unable to accept any lingerie, hosiery or pierced jewellery as returns. Swimwear must be tried over underwear, and any hygeine seals must be intact or your right to return will be affected.

 

 

 

- WHAT IF I'VE RECEIVED AN INCORRECT/FAULTY ITEM?

We of course do our best to ensure all orders are fulfilled correctly and with top quality items. However, mistakes unfortunately happen - please always let us know so we can resolve the issue!

If we have sent you an incorrect or faulty item, please get in contact before you send your parcel back - this will speed up the return process. Our customer services team will reply to your email ASAP and advise how best to proceed. If you're sending your item/s back to us, please include your returns form and a copy of your return postage receipt in your parcel, so that we can refund the amount to you. We will issue your refund/send out your replacement item as soon as we receive your parcel.

 

Any items eligible for return can be returned for a full refund, for up to 14 working days after you've received your parcel.

 

Please note: these conditions refer to your original order. 

 

 

- WHERE SHOULD I SEND MY RETURN?

Please send any items you would like to return to:

Retail Returns, Lulu Hun Retail, Unit 7, Sterling Industrial Estate, Rainham Road South, Dagenham, Essex, RM10 8TX,