DELIVERY & SHIPPING
Shipping Options
FREE UK Sustainable Eco Saver Delivery
When you select UK Sustainable Eco Saver, delivery is FREE no matter what your order value is. Your parcel will arrive in 5-12 working days. Deliveries are made by Royal Mail Tracked and Signed from Monday to Saturday.
FREE UK Standard Delivery over £50
UK Standard Delivery over £50 is free. Your parcel will arrive in 3-5 working days. Deliveries are made by Royal Mail Tracked and Signed from Monday to Saturday.
Standard Delivery- £4.95
Your parcel will arrive in 3-5 working days. Deliveries are made by Royal Mail Tracked and Signed from Monday to Saturday.
*Delivery will be attempted at the address provided. If you are not available to accept your delivery, the couriers operate a leave safe service. Your parcel may be left with a neighbour, left in a safe, secure location at the delivery address or delivery may be re–attempted.
The status of your delivery can be tracked using the ‘TRACK MY ORDER’ form on our FAQ page.
You can also use the tracking link is supplied in your dispatch email to track your delivery via the delivery courier’s website.
The delivery courier may contact you by email or text message. This will depend on the delivery option you chose and whether you supplied a mobile phone number in the checkout.
UK Next Day Delivery- £6.95
(Order By 12pm Monday – Friday)
When you’ve selected Next Day Delivery at checkout, your orders will be delivered the next day between 7am and 10pm. Our courier partners deliver 7 days a week excluding bank holidays. We will email you tracking information once your parcel has been dispatched.
- Deliveries are made 7 days a week (excluding bank holidays)
- Deliveries are made between 7am and 10pm
- Postcode restrictions apply
Northern Ireland: Deliveries are made Monday to Friday (excluding Bank Holidays). Postcode restrictions apply.
UK Nominated Delivery- £7.95
If you would like the option to choose which day to receive your parcel, our Nominated Day delivery option allows you to choose a day from a 14 day window. Orders will be treated the same as UK Next Day, and delivered on the specified date.
- Choose your delivery date from a 14 day window
- Deliveries are made 7 days a week (excluding bank holidays)
- Deliveries are made between 7am and 10pm
- Postcode restrictions apply
Collect+ – £4.95
Collect+ is a parcel shop collection service we provide as an alternative to home delivery. It allows your to collect your order from a network of more than 10,000 trusted stores made up of thousands of newsagents, supermarkets and forecourts as well as convenience stores near you.
When you choose Collect+ at the checkout a map will show the closest available shops, their opening times, and their addresses.
- Deliveries are made Monday to Saturday
- Delivery takes 3-7 working days after dispatch (excluding bank holidays)
- We will send you an email or text message when your parcel is ready to collect
- You can collect from these locations 7 days a week*
*Please contact your local Collect+ store prior to ordering to check their current opening hours.
Postcode Restrictions
Unfortunately, we cannot guarantee the delivery timescale to the below areas. Orders to certain destinations can take 1-2 days longer to arrive. These areas include Highlands & Islands, Northern Ireland, Isle of Man, Jersey, Guernsey & BFPO addresses.
AB AB10, AB11, AB12, AB13, AB14, AB15, AB16, AB21, AB22, AB23, AB24, AB25, AB30, AB31, AB32, AB33, AB34, AB35, AB36, AB37, AB38, AB39, AB41, AB42, AB43, AB44, AB45, AB51, AB52, AB53, AB54, AB55, AB56
BT All Postcodes.
Deliveries are made Monday to Friday (excluding Bank Holidays).
FK FK18, FK19
GY GY1, GY2, GY3, GY4, GY5, GY6, GY7, GY8, GY9
HS HS1, HS2, HS3, HS4, HS5, HS6, HS7, HS8, HS9
IM IM1, IM2, IM3, IM4, IM5, IM6, IM7, IM8, IM86, IM87, IM9, IM98, IM99
IOM All postcodes
IV IV1, IV10, IV11, IV12, IV13, IV14, IV15, IV16, IV17, IV18, IV19, IV2, IV20, IV21, IV22, IV23, IV24, IV25, IV26, IV27, IV28, IV3, IV30, IV31, IV32, IV33, IV34, IV35, IV36, IV37, IV38, IV39, IV4, IV40, IV41, IV42, IV43, IV44, IV45, IV46, IV47, IV48, IV49, IV5, IV50, IV51, IV52, IV53, IV54, IV55, IV56, IV6, IV63, IV7, IV8, IV9
JE JE1, JE2, JE3, JE4
KA KA27, KA28
KW KW1, KW10, KW11, KW12, KW13, KW14, KW15, KW16, KW17, KW2, KW3, KW4, KW5, KW6, KW7, KW8, KW9
PA PA20, PA21, PA22, PA23, PA24, PA25, PA26, PA27, PA28, PA29, PA30, PA31, PA32, PA33, PA34, PA35, PA36, PA37, PA38, PA40, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48, PA49, PA60, PA61, PA62, PA63, PA64, PA65, PA66, PA67, PA68, PA69, PA70, PA71, PA72, PA73, PA74, PA75, PA76, PA77, PA78, PA87, PA88
PH PH17, PH18, PH19, PH20, PH21, PH22, PH23, PH24, PH25, PH26, PH30, PH31, PH32, PH33, PH34, PH35, PH36, PH37, PH38, PH39, PH40, PH41, PH42, PH43, PH44, PH49, PH50
TR TR21, TR22, TR23, TR24, TR25
ZE ZE1, ZE2, ZE3
Shipping Outside of the UK
EUROPE
Standard Delivery (3-7 working days*) – £9.99
Orders within the EU are shipped with DHL. If you are based in the EU, you now have to pay import tax on your order when it arrives. You will be billed separately by DHL. This value excludes the cost of shipping, which you will be asked to pay at checkout. Please note that Love Lolu are not responsible for any extra costs incurred.
AUSTRALIA
Standard Delivery (3-17 days*) – £19.99
INTERNATIONAL
Standard Delivery (5-14 days*) – £14.99
RETURNS
Returns Policy
We want you to love your Love Lolu purchases and we understand that sometimes, items may not meet your expectations. That’s why we offer a hassle-free return process to make your shopping experience as stress-free as possible and opened or used products that you are not completely satisfied with can be returned for an exchange or refunded onto a gift card.
30-Day FREE Returns Window on All Products Site-wide:
You have 30 days from the date of delivery to decide if you’d like to return your purchase. We believe this gives you ample time to try out your new product and make sure it’s the perfect fit for you. You won’t be charged any extra fees for returning items.
How to Initiate a Return:
1.Submit a Return Request: Find your order number in your order confirmation email or the “Order History” section of your Love Lolu Account. Send an email to customer.service@lovelolu.co.uk with the subject “Request a Return” followed by your order number. You will receive an email response with a pre-paid Royal Mail shipping label
2.Print the Return Label
3. Package Your Return: We advise you take photograph evidence of the item(s) prior to returning as the Return team might request it for their assessment. Carefully pack the item(s) you’re returning, ensuring they are in their original condition, including all tags and packaging.
4.Attach the Label and Post: Affix our prepaid label to the package and drop your package off at your local Post Office. Keep a hold of your postage receipt as proof of return. You can also track your return with the tracking number provided on your postage receipt provided by the Post Office.
Fast Refunds:
Once we receive your return, we’ll process your refund promptly. You can expect your refund within 5 working days from the date we receive your return. We’ll notify you via email when the refund is initiated.
No Questions Asked:
We trust your judgment, and we don’t require a detailed reason for your return. Your satisfaction is what matters most to us.
Exchanges Made Easy:
Opened or used products that you are not completely satisfied with can be returned for an exchange or refunded onto a gift card within 30 days of purchase with proof of purchase.
If you’d like to exchange an item for a different size or colour, simply indicate your preference when initiating the return. We’ll help you through the exchange process.
Need Help?
Contact Us:
If you have any questions or need assistance with your return, our friendly customer support team is here to help.
You can reach us via:
Email: Send us an email at customer.service@lovelolu.co.uk
Live Chat: Visit our website and start a chat session.
Terms and conditions
Keep a copy of your postage receipt with your tracking number. We’re only responsible for your return once it has been received at our warehouse. Items lost in transit will not be treated as returned, and cannot be exchanged or refunded.
Please be advised that previously exchanged products cannot be exchanged a second time or refunded.
For electrical devices, the warranty period falls in line with the brand in question’s warranty period. Please visit the brand’s website for further information.
Once we receive your return, we’ll process your refund promptly. You can expect your refund within 5 working days from the date we receive your return.
Once your refund has been processed, it can take your card provider 5 working days to credit your account.
In the interests of preventing or investigating fraudulent activity: (a) we may contact you regarding returns activity which is suspicious, and/or (b) we reserve the right to deactivate any account which is engaged in suspicious activity.
PAYMENTS
Love Lolu will accept payment by the following credit and debit cards:
Visa, Visa Debit, Delta, MasterCard, Maestro, Switch, American Express, Visa Electron and Apple Pay.
Charges will be made in the currency displayed in the summary section at checkout and on the order confirmation email. You can also pay via PayPal for the following countries:
- Croatia
- Denmark
- Finland
- Germany
- Hong Kong
- Hungary
- Ireland
- Netherlands
- New Zealand
- Poland
- Portugal
- Slovenia
- Sweden
- Switzerland
- USA
ORDERS
I would like to change my order
We strive to process and pack your order to get it on its way to you as soon as possible.
There is a limited amount of time where it may be possible to amend your order in some cases.
Elements of your order that may be amendable:
- Change of delivery address
- Order Cancellation
Elements of your order that are NOT amendable:
- Swapping Items
- Adding Items after order has been placed
- Change in shipping option
If this is the case we may be able to cancel the order for you to replace it
If we have already packaged your order in out warehouse or your order has been dispatched, then unfortunately we will be unable to amend your order.
If you wish to amend an order, contact customer.service@lovelolu.co.uk with the subject title ‘Change My Order’ and we will try to make amendments for you.
I would like to cancel my order
There is a limited amount of time where it may be possible to cancel your order before it has been dispatched.
If we have already packaged your order in out warehouse or your order has been dispatched, then unfortunately we will be unable to cancel your order.
If you wish to cancel an order, contact customer.service@lovelolu.co.uk with the subject title ‘Cancel My Order’ and we will try to make amendments for you.
Damaged Item
Our warehouse team endeavour to package items as securely as possible and we strive for all orders to reach you safe and sound.
If you do notice that item(s) within your order are damaged, please report this as soon as possible to our customer service team by emailing customer.service@lovelolu.co.uk.
- Please let us know the item(s) affected and the damage that has occurred.
- Attach images of the damaged item(s) as this will help our customer service team resolve this for you without delay. If your parcel contains broken glass, please do not handle the goods for your own safety.
Please do not dispose of any item(s) or packaging until we have responded, as we may need to examine or investigate further.
Missing Item
If you have discovered that there is an item missing from your order, please report this to our customer services department via email (customer.service@lovelolu.co.uk) as soon as soon as possible. Please check for any damage or tampering to the parcel which may have occurred. If the parcel has been damaged or tampered with in transit, please take photos and email Customer Services. We will investigate the issue further for you.
Refunds will be processed for damaged items within 12 working days.
Wrong Item
We apologise if there has been an error with your order and you have received an incorrect item.
Please report any cases of wrong items to our customer service team by emailing customer.service@lovelolu.co.uk.
Please include the following in your email:
- Please specify the item(s) you should have received and the item(s) you have received in its place.
- Attach images of the wrong item(s) as this will help our customer service team resolve this for you without delay.
Please do not dispose of any item(s) or packaging until we have responded, as we may need to examine or investigate further.
Faulty Item
Please report any faults with your item(s) as soon as possible to our customer service team by emailing customer.service@lovelolu.co.uk.
- Please specify the item(s) affected and the fault with the item.
- Attach images of the faulty item(s), if applicable, as this will help our customer service team resolve this for you without delay.
Please do not dispose of any item(s) or packaging until we have responded, as we may need to examine or investigate further.
We have cancelled your order
There are some cases where we may need to cancel your order. If you have received an email from us advising that your order has been cancelled it could be for one of the following reasons:
The order has failed security checks. We perform security checks on every order that is placed with us. If an order does not meet the criteria required for an order to be deemed as genuine then it will be cancelled. To make sure your order passes our security checks, please ensure the correct billing information is provided at checkout, this includes:
- Billing address that is registered to the card being used
- Verified by Visa- Correct password is entered
- SecureCode by Mastercard- Correct pin code is entered
- PayPal email address matches the information provided
The system has detected a duplicate order. If a duplicate order comes through within a short space of time of the first order being placed, this may be cancelled to prevent you being charged twice unintentionally.
The order is being delivered to a freight forwarding address. We cannot accept orders being delivered to a freight forwarding business for parcel insurance reasons.
PROMOTIONS
As a valued customer at Love Lolu, we may send you exclusive discount codes and promotional offers which you can use to get £££ off your orders. Discounts will be applied to your order when a code has been applied or spend threshold has been met.
Offers are available for a limited time only, whilst stocks last.
Promotions cannot be used when purchasing a gift card or in conjunction with any other offers, discounts, multi-buys or gift with purchases.
Love Lolu reserves the right to withdraw promotions at any time.
Promotional Codes Must be added to the Shopping Bag before checking out:
- Visit the shopping bag page by clicking “Bag”, then “Review order & Checkout”
- At the bottom of the page, click “Got a promo code?”
- Enter your code and click “Apply Code”
Discount codes cannot be applied retrospectively (i.e. – after an order has been confirmed).
For any Customer Service queries please contact customer.service@lovelolu.co.uk