We want you to be delighted with your Luella's Bridal Ltd purchase. If you're not happy for whatever reason, you have 28 days (after you have received your items) to return part or all of your order. We are happy to replace/refund accessories and shoes provided they are returned to us in the same perfect condition that they were dispatched and in their undamaged original packaging (including all enclosed parts e.g. shoe bags, sole covers, filling, tissue paper and fabric swatches).
Please note: we are unable to accept exchanges or refunds on the following items (unless found faulty): • Lingerie/swimwear • Pierced jewellery items (e.g. earrings) • Made-to-Order or Bespoke items – those custom made for you. This includes items dyed for you, customised products, any item made to your own specification or items made to order especially for you and Sale Items. All of our wedding dresses and bridesmaids dresses are made to order and as such cannot be returned.
In the unlikely event that an item delivered to you arrives faulty or damaged in transit please notify us within 3 business days, so that we may arrange a replacement and the return of the faulty goods to rectify the situation. In this case we shall cover any costs of returning the items and replace them for you. Should you require a refund only, we are not able to refund the delivery costs, only the value of the unwanted goods that are being returned to us. For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us. We strongly recommend you obtain a free ‘Certificate of Posting’ from the post office, as we cannot accept responsibility for parcels lost in transit. For peace of mind, you may want to send the goods Recorded Delivery, but we regret we cannot refund this charge. You may want to make sure you have sufficient insurance cover, especially when returning valuable products. Please send your items to: Luella’s Bridal, 78a The High Street, Wimbledon Village, London SW19 5EG.
ExchangesProvided any unwanted goods (with the exception of those that are excluded from our returns policy) arrive back with us within 28 days from delivery to you and in the same new and perfect condition as dispatched, we are always happy to exchange them for an alternative which we hope you’ll find far more suitable.
By what method should you return items to us?We recommend that you use an insured service (such as Royal Mail’s “Special Delivery” for those within the UK) to cover the value of any items you return to us and guarantee delivery speed as we cannot be held liable for any parcels that we do not receive or arrive past the timeframes explained above (items must arrive back within 28 days from delivery to you). Insured services will also compensate you for any losses or damage. Proof of postage does not guarantee delivery nor does it protect you from losses, delays, or damage to the parcel during transit. Refunds are made by the same method of payment used to purchase from us and please allow up to 28 days (from our receipt of your unwanted goods or date of order cancellation) for your refund to appear on your bank or card statement. Orders paid for by debit/credit card are refunded back to the same card. Orders paid for by cheque are refunded by cheque. Orders (or part-orders) paid for by Credit Notes shall be refunded by a replacement Credit Note and will not be redeemed for cash.
Gift returnsRefunds for items bought as gifts can only be given to the original purchaser. If you decide to exchange an item, the purchaser will be informed.
INTERNATIONAL RETURNS PROCEDURE
If you are an international customer, you have 28 days (from date of receipt) to return your order. Contact us within 3 days of receiving the goods if you are returning your order by emailing email@example.com. Returns must be sent through a trackable delivery service, ensuring it is appropriately insured. Clearly mark the front of the package ‘RETURNED GOODS’ in large, visible capital letters. A customs declaration (CN22 or CN23) must be attached to the package.The declaration must include a complete and accurate description of the goods, their quantity and value. Our VAT number 157027221 and must also be included on the CN22/CN23. We do not take any responsibility for returned items that are not received and request that you contact your postal or delivery service provider directly. Please send your items to: Luella’s Bridal, 78a The High Street, Wimbledon Village, London SW19 5EG.
IMPROPER RETURNSWhere you return a product in contravention of this policy (and where you do not have any other legal right to return the product): (a) we will not refund or exchange the product; (b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and (c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
ABOUT USOur full name is Luella's Bridal Ltd. Our registered office is Hedgerow House, Crowbrook Road, Askett, Princes Risborough, HP27 9LR and our principal trading address is 78a The High Street, Wimbledon Village, SW195EG. Our company registration number is 07494745. Our email address is firstname.lastname@example.org
For further information regarding your consumer rights please visit https://webgate.ec.europa.eu