Deliveries within the UK and ROI
For orders placed on a weekday Goods will be delivered to UK and ROI addresses within 2 to 3 days depending on the time your order is received by Us. Orders placed over a weekend will be processed and despatched the next working day.
Where COVID-19 restrictions still apply your order may take longer than 2 to 3 days to be delivered.
International deliveries will show the shipping duration at the time the order is placed on our website.
Due to customs, legal, regulatory, and certain practical restrictions applicable to orders for non-UK deliveries, some Goods may not be available for certain non-UK destinations. We reserve the right to define which Goods can and cannot be delivered to destinations outside of the UK. Many countries have specific import restrictions on certain Goods or materials, and it is the responsibility of customers to check local customs regulations before placing an order for shipping outside of the UK.
Deliveries will be made by the carrier to the address stipulated in your order. You must ensure that someone is present to accept the delivery, including if a signature is required.
We may deliver the Goods in instalments if they are not all available at the same time for delivery.
Checking Your Delivery
When your Goods arrive, it is important that you check immediately the condition and quantity. If your Goods have been damaged in transit, you must refuse the delivery and immediately contact us so that we may dispatch a replacement quickly and minimise your inconvenience.
Signing for any delivery of Goods from Us as "Unchecked", "Not Checked" or similar is not acceptable.
Our returns window is 28 days from the day you receive your order, except sale items which is 14 days.
The procedure for online returns is as follows
Please email us at firstname.lastname@example.org to request a RETURNS NUMBER.
RETURNS WILL NOT BE ACCEPTED OR PROCESSED WITHOUT A RETURNS NUMBER.
You must complete the returns form provided with your original order and enclose it with the goods you are returning.
You should ensure your name, address, and contact details are on the form. We cannot process a return or a refund without this information.
So long as the goods are in the original packaging, and with all tags still intact and attached, we will process your return.
Once you decide to return the goods you must not use them, and you must take reasonable care of them while they remain in your possession. The goods must be returned to us intact, unworn, undamaged and in a fully re-saleable condition as soon as reasonably possible within the returns window.
Returns should be made by second class post unless we have agreed another returns method with you. You should ensure you retain proof of postage for all returns. We cannot be held responsible for parcels that do not reach us.
Only postal returns are accepted for online orders. We DO NOT accept returns to any of our shops.
Refunds can take up to 10 days process and may take longer while COVID-19 handling restrictions are in place.
Please send all returns to: Luella Fashion Ltd, Unit 4E Tetbury Industrial Estate, Cirencester Road, Tetbury, Gloucestershire, GL8 8EZ, UK.
Telephone: + 44 (0) 1454 238940