top of page

RETURNS POLICY

Sometimes you can change your mind, or the item is not quite what you expected. We are here to help if that is the case. 

 

How do I return my order if it arrives damaged?

​

  • Report any damaged items within 72 hours of receiving. 

  • If an item damaged when delivered, then photographic evidence must be provided of both the damaged item and the packaging.

  • Please email us at lulu@lizbeeandlulu.com within 72 hours.

  • We do not accept pictures and messages through social media channels.

  • We will either email or call you to advise you on what happens next.

  • Please do not return damaged items to us without getting in touch first. 

 

How to return if you change your mind?

 

You can do it within 30 days of receiving the goods. To qualify for a refund, follow these steps:

  • Include your packing note.

  • Ensure the item is unused and in the same condition as received. 

  • Remember the original packaging for sending back.

  • To return an item, please use the below address:

 

LizBee & Lulu Ltd

Returns

2 Hornecourt Manor Farm Cottages

Hornecourt Hill, Horne

Horley 

RH6 9LB

​

  • We do not cover the returns' costs, so please ensure you send your returns with a tracked delivery service. We are not liable for lost goods, and you will not receive a refund.

 

How long before I receive the refund?

​

  • Typically the refund should reach you within 3-5 working days from receiving your parcel back to us. We will email you to confirm that we have received your item and when the refund is made.

 

Can I exchange an item?

​

 

Changing or cancelling an order

​

  • In most circumstances, it is possible to make changes to your order after you have placed it. But it would help if you got in touch with us promptly. We can change your delivery address's details, remove items from your order, or cancel it altogether. To do this, please email us at lulu@lizbeeandlulu.com. 

  • If your order is already on its way to you, you will need to follow our Returns procedure above.

 

I received a refund but didn't cancel my order or return anything?

​

  • Sometimes things can go wrong on our side. We will issue a refund if we cannot deliver an item you ordered. On occasion, it may be the last one we have in a range. The condition does not meet our quality expectations. It may have got damaged as we are picking and packing your order. We try hard to avoid such situations. However, when it does, and we cannot provide a replacement, we will immediately email you and refund.

 

Returns Policies

​

  • Unless damaged, all items returned must be in resalable condition, unused, and the original packaging within 30 days of receipt. LizBee & Lulu reserves the right to refuse a refund on items deemed not to fit for resale or in original packaging.

  • If the items are damaged, all customers are entitled to receive a full refund up to 30 days after receiving goods.

  • We will refund the Standard delivery cost of £4.90 only if the entire order is returned unless the whole order was incorrect or damaged. We will wait for your goods to be returned before refunding.

bottom of page