Can an item be exchanged for another?
Exchanges are not available. To receive a different product, return the unwanted item for a refund and place a new order for the desired piece.
How are refunds handled after a return?
Once the returned product is received and inspected, the refund will be processed automatically. The funds are sent to the original payment method, although banks may take additional days to post it.
What should be done if an item arrives damaged?
Inspect the order immediately upon delivery. If an item is damaged, defective, or incorrect, contact support@lubella.co.uk as soon as possible to resolve the issue promptly.
Are there items that cannot be returned?
Custom or personalised items, sale items, and gift cards are non-returnable. These exclusions apply due to their unique or discounted nature.
How can a return request be started?
To begin a return, contact support@lubella.co.uk for authorisation and instructions. Returns sent without prior approval will not be accepted or processed.
What is the return policy for purchased items?
Items can be returned within 30 days of receiving the order. They must be unused, unworn, and in their original packaging with proof of purchase included.
Are there delivery charges for UK orders?
Standard UK delivery is completely free, and all orders are shipped using reliable Royal Mail services. Customers only pay if they choose an upgraded, signed, or priority delivery option.
Is there a faster delivery option available?
A Priority 2-Day Delivery service is offered for quicker shipping. Deliveries require a signature and are completed before 1pm, provided the order is placed by 2pm two working days prior.
What delivery options are available within the UK?
Standard delivery is free across the UK, including the Channel Islands. All parcels are shipped via Royal Mail, with estimated delivery times of four to seven working days.
How quickly are orders processed and shipped?
Orders are fulfilled within 24 hours of purchase. Any order placed before 2pm, Monday to Friday, is dispatched the same day, excluding bank holidays.