Refund policy

We have a 30-day return policy, which means you have 30-days after receiving your item/s to request a return or free refund. Please inspect your order upon receipt, take a photo and contact us immediately if the item is defective, damaged or if you receive the wrong item.

Items returned must be unused and in their original packaging. We do not accept a returned item that has been worn, damaged, washed or altered in any way (statutory rights not affected).

We will grant a full refund (minus original delivery costs), return or exchange under any of the conditions below (unless otherwise stated). Please note: Customer orders to outside of the UK are responsible for paying their own return postage.

  • The whole or partial package is lost or not received and the signed delivery status shows as unsigned
  • The product is broken or damaged on arrival
  • The item is not as described on our website or we sent the wrong item
  • You accidentally chose the wrong size or input the wrong delivery address. Please note, you will be responsible for any return costs yourself.

We take all our photography and videography ourselves and endeavour to portray the colour and tones of each piece as authentically as possible. Refunds, returns and exchanges are therefore not granted if the colour of your item is slightly different from our photos due to lighting differences.

Refund and Returns Steps

Step 1: Contact us by emailing us at hello@lelufashion.com or by contacting us on our website chat app. Indicate the item(s) you would like to return and the reason. We will get back to you within 24 hours to assist you with your return procedure. Please note, we do not accept returned items that were sent back by the customer without raising a return request with us first.

Step 2: If your request to return your item has been accepted, we will send you an email with a QR code for a Royal Mail pre-paid shipping label (customers from outside of the UK are responsible for paying their own postage on their returned items), which you can take to your local post office in order to return your item to us.

Step 3: Provide us with your return tracking information straight away. Once your parcel has been delivered to us successfully, we will arrange a refund or exchange for you within 7-10 working days. You will receive a notification email once we process your refund, which can only be made via the original payment method.

Please note:

1. Due to hygiene reasons, earrings are not returnable or exchangeable.

2. We do not grant refunds on Gift Cards.

3. No refunds are given in the event of time-faded jewellery, as all plated jewellery does fade with time depending on your level of care. Please adhere to the jewellery care recommendations we provide in your product packaging.

 

Order Cancellations

As we aim to dispatch our packages within 24-hours of receiving an order, customers are entitled to cancel their order up to 3-hours after placing their order. Please send an URGENT email to hello@lelufashion.com or contact us via our online web application on our website.

 

Best wishes,

Lelu Fashion

 

We ensure that every piece we have in our store conforms to the REACH EU Regulation (EC) No 1907/2006 and our products are all free of lead and nickel.