I Have An Issue With My Order

I Have An Issue With My Order

This is in addition to the Returns Policy which can be found in full here:

https://lu-b-lu.com/pages/refund-policy

It is never good when there are problems with orders and to try and resolve issues as quickly and painless as possible we provide you with the following. The information on this page provides the quickest and easiest methods to resolve issues.

Received Incorrect Products

Firstly, check what you ordered against what you received. To do this visit your order confirmation email and click view order.

 Secondly check the name on the product on the order confirmation page and the variant name e.g. colour, shape, size and make sure this is correct to what you ordered. 

If you have made a mistake and which to return the received item for an exchange please return the item to:

Lu-B-Lu's ltd,

42 Twelfth Avenue,

Chester-le-Street,

County Durham

United Kingdom,

DH2 2BW

Please place your name and order number within the returned package and kindly inform us of the item/Colour you wish to receive in exchange. 

We recommend your order is returned to us by tracked postage as we cannot be responsible for lost returns. Thank you

If the item received is an error we have made we do apologise for this inconvenience and will happily resolve this issue.

Please contact us on sales.lublus@gmail.com and provide the following:

1. Order Number - this starts with #

2. Name in which the order was placed

3. A photo of the item received highlighting your issue

4. A photo of the packaging in which you received the item which identifies the tracking number.

Once we receive this information we will process a replacement for you and wont require the received item to be returned. 

Received Products You Just Don't Like

If the items you have ordered pierce any part of the body such as earrings, navel rings, nose rings, unfortunately, we can not accept any returns for these items. This is a part of the terms and conditions which you are required to read and accept prior to placing your order. There are NO exceptions to this due to Hygiene and Health and Safety.

All other products you can simply return the items WITHIN 14 DAYS of receipt.

If you do return an item please follow these simple steps

1. Enclose all items including packaging the item was received in.

2. Enclose your name and order number

3. Send by tracked postage as we can not be responsible for losses in the post or for items not actually returned.

Upon receipt of any return a refund will be processed and any money will be returned to the payment method in which the original payment was made. We can not refund alternative payment methods. Money returned to card, or bank normally takes between 4-7 working days.

Paypal refunds are done almost instantly.

Please return your order to:

Lu-B-Lu's ltd,

42 Twelfth Avenue,

Chester-le-Street,

County Durham

United Kingdom,

DH2 2BW

 

Received Damaged or Missing Parts

We obviously do not send out items that are damaged, it is highly likely that the items have been damaged in the post.

If this unfortunately is the case we are happy to process a replacement for you at no extra cost. We kindly ask you follow the below steps so that we can quickly process this replacement for you. 

Email us at: sales.lublus@gmail.com

1. Your order number

2. The name in which the order was placed

3. A photo of the item highlighting the part that is damaged. Please make sure the photo is in focus. If we are unable to see the issue on a photo you may have to return the item.

4. A photo of the packaging showing the tracking number

 Once we have received this information we will process a new item for you. 

My Problem Is Not Listed Above

If your issue is not listed above please email sales.lulus@gmail.com describing your issue. Please check our FAQ's section before as you may find this is able to resolve and answer your questions or queries. 

Thank You