Delivery Times
All of our jewellery is handmade, but we do try to keep some items in stock. These will be sent within 3 days of placing the order. Items personalised or made to order generally take up to 2-4 weeks to be made and dispatched. Any time or date stated for delivery is an estimate only. If you require an item urgently for a special date or event please contact us as more often than not we can work to short time scales.
For sales in the UK, all our handmade jewellery is sent by 1st Class Special Delivery to all UK addresses. Goods are sent out using Royal Mail and require a signature upon arrival.
For international sales, we send our handmade jewellery by Royal Mail Track & Sign service. which can take up to 3-5 working days within Europe and 5-7 working days worldwide.
Packaging
Your jewellery will be packaged safely and securely in a LuLu & Charles gift box. All orders are sent out in plain packaging and will not display the name LuLu & Charles on the outside.
Returns Policy
Goods may be returned for exchange or full refund within 14 days of receipt. If we find that the product has not been returned to us in fully resalable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. Please therefore use adequate packaging to protect your package during transit.
Please ensure that the items are safely packaged and return to us using a signed for delivery service and include a reason for return. We cannot be held responsible for items that are lost in transit whilst being returned to us.
Please note we are not responsible for cost of return postage unless items delivered are faulty or incorrect. If this should occur please contact us. Please allow seven working days for returns to be processed once they reach us.
If it is an international return, please clearly label the package “Returned for Repair” or “Returned for refund”. This will ensure that your returned goods are not held in UK customs, which could otherwise result in delays in processing your refund.
Please email us to request our postal address.
Please note that due to hygiene reasons we cannot accept exchanges or order refunds on earrings.
If you are exchanging goods and the new item you require costs less than the one you have returned we will refund you the difference. If exchanging goods and the new item you require costs more than the one you returned an additional payment will be needed.
Refunds for items bought as gifts can only be given to the original purchaser.
In the case of exchanges a re-delivery charge will apply of £4.10 for Recorded Delivery & £7.00 for Special Delivery.
Commissions
All commissioned work, jewellery and other items are non refundable. This includes anything hand stamped, engraved, bespoke sizes, shapes, specific setting of stones and metals etc. When confirming a commission a non-refundable 20% deposit is required. Full payment is then due before the jewellery is dispatched.
EU and International Orders
Items are sent to overseas addresses via tracked delivery services at a cost of £10 per order. Please note that customers are responsible for all duties and customs charges. We currently ship to Europe, Australia, New Zealand, United States, Canada, Japan and Hong Kong.