DEFINITIONS

“Seller/we/our/us/LOVE LOLU LTD” means LOVE LOLU LTD, Unit 4 Addington Business Centre, Vulcan Way, New Addington, Croydon, CR0 9UG, (registered in England, company registration no. 12771800 and the company's website www.lovelolu.co.uk.

“Customer” means the person or company to whom this document is addressed.

“International Customer” shall mean, “Customer” from outside the United Kingdom.

“Website” shall mean, www.lovelolu.co.uk or any other subdomains of lovelolu.com which may be accessible unless expressly excluded by their own terms and conditions.

“App” shall mean LOVE LOLU LTD’s mobile application from which products can be purchased, as such subsists from time to time.

“Online Store” shall mean the method by which the Customer browses and purchases the products from LOVE LOLU LTD, being the Website and/or the App.

“Order” shall mean the submission of an order for products on the “Online Store” by the “Customer”.

GENERAL

1.1 These terms and conditions are applicable to the supply of products made by the Seller, hereafter referred to as LOVE LOLU LTD, to the buyer hereafter referred to as the Customer.

PRICE

2.1 The prices of the goods available on the Online Store are subject to change and will be as indicated at the time of purchase. LOVE LOLU LTD endeavors to ensure the accuracy of product prices when entered into the system. However, should there be an error in the price of the Product(s) you ordered, please see clause 2.4 for the appropriate actions in such a situation.

2.2 Our goods' prices may be revised periodically, but any changes will not impact confirmed orders.

2.3 All prices for shipments within the UK are quoted in GB Pound Sterling and include VAT (where applicable) at the prevailing rate chargeable in the UK. In the event of a change in VAT rate between your order date and the delivery date, LOVE LOLU LTD will adjust the VAT accordingly, unless the products have been fully paid for before the VAT change.

2.4 The Online Store features a diverse range of products. Despite our diligent efforts, occasional pricing errors may occur. Should LOVE LOLU LTD identify an error in the price of the products you've ordered, we will promptly notify you of the error and provide the option to proceed with the purchase at the corrected price or cancel the order.

LOVE LOLU LTD will not proceed with order processing until we receive your instructions. If contact cannot be established using the provided order process details, the order will be treated as canceled, and written notification will be sent. It's important to note that if the pricing error is conspicuous and could reasonably have been recognised by you as a mis-pricing, LOVE LOLU LTD is not obligated to fulfil the order at the incorrect (lower) price.

PAYMENT

3.1 Payments can be made using one of the specified payment methods outlined during checkout, or alternative methods that may be applicable (except for International Customers as per clause 16), unless otherwise specified:

• Major credit cards: Visa, MasterCard, American Express, Maestro, and Visa Electron

3.2 You have the option to view the product prices on our Online Store in any currency supported by us, and the applicable exchange rate at the payment date will be applied during checkout to ensure payment is received by us in GB Pounds Sterling.

3.3 Any discounts or promotional codes issued by LOVE LOLU LTD are subject to specific terms and conditions, including eligibility criteria, maximum order value, and exclusions of certain brands or products. Refer to the Promotion Exclusions page on the Online Store for detailed information. In case of any conflict between the terms and conditions of the discount codes and these terms and conditions, the discount code terms will prevail.

3.4 LOVE LOLU LTD reserves the right to reject or cancel orders that do not comply with these terms, even if your credit or debit card has been charged. In such cases, any amounts paid by you for the order will be refunded in full.

Discount codes are non-transferable and hold no cash value. Any discount code sent to you via email or any other means is confidential, and the Customer is prohibited from sharing it with any other person.

OWNING OF PROPERTY

4.1 LOVE LOLU LTD will maintain ownership of the goods until the Customer has made full payment, and such payment has been received. The Customer will gain ownership of the goods upon LOVE LOLU LTD receiving full payment.

ORDERS

5.1 All Orders are subject to acceptance and availability. After placing an Order with LOVE LOLU LTD, the Customer will receive an order acknowledgment and subsequent update email(s). However, the receipt of these communications does not confirm the acceptance of the Order by LOVE LOLU LTD.

The acceptance of the Order and the establishment of the contract between LOVE LOLU LTD and the Customer will initiate when the products ordered by the Customer are dispatched from LOVE LOLU LTD's warehouse for delivery to the address provided by the Customer.

5.2 LOVE LOLU LTD will exercise all reasonable care, in accordance with applicable laws, to secure the details of the Customer's Order and payment. However, in the absence of negligence on its part (and subject to applicable laws, including data protection and privacy laws), LOVE LOLU LTD cannot be held liable for any loss suffered if a third party gains unauthorized access to any data provided by the Customer while accessing or ordering from the Online Store.

While we strive to protect your personal data, please note that the transmission of information over the internet is not entirely secure. Although we implement strict procedures and security features upon receiving your information, any transmission is done at your own risk.

5.3 Products purchased from LOVE LOLU LTD are not intended for resale or distribution. LOVE LOLU LTD reserves the right, at its sole discretion, to limit orders to a maximum of 5 pieces of any individual product and retains the right to cancel any Orders suspected of being made for resale or distribution.

DELIVERY

6.1 The specified date or period for delivery is considered indicative. Our standard policy is to dispatch all orders within 3 working days. Products not available at the time of your order will be sent to you as soon as received from the supplier. In any case, delivery will be completed within 30 days after the date of order acceptance.

In the event of delays caused by the supplier, the carrier, or any other third party, LOVE LOLU LTD will promptly notify you. In such cases, provided we communicate the delay, we will not be liable for it. If the delay is substantial, you may choose to terminate the contract as per the procedure in clause 10 below, and you will be entitled to a refund for any paid-for products not received.

6.2 We deliver to the countries listed on the Online Store, at our absolute discretion, ("International Delivery Destinations"). However, certain goods may have restrictions for specific International Delivery Destinations, so please review the Online Store information carefully before placing orders.

6.3 For goods ordered from the Online Store for delivery to International Delivery Destinations outside of Europe, your order may be subject to import duties and taxes upon reaching the destination. Please note that we have no control over these charges, and their amounts cannot be predicted.

6.4 You are responsible for the payment of any import duties and taxes. Contact your local customs office for further information before placing your order.

6.5 If goods are ordered from the Online Store for delivery to International Delivery Destinations within the EU, and the order exceeds 150 Euros, you will be the importer on record responsible for import duties and taxes. We will collect these taxes during the checkout process and coordinate with the courier to remit them to the relevant Customs authorities on your behalf. While we strive to identify the exact costs, you are responsible for any additional costs or surcharges separately incurred upon reaching the final destination.

6.6 For orders under 150 Euros, LOVE LOLU LTD will be the importer and responsible for customs formalities. The order will be subject to VAT at the rate determined by the destination country, and LOVE LOLU LTD will account for the VAT on its EU VAT return.

6.7 You must adhere to all applicable laws and regulations of the country for which the products are destined. LOVE LOLU LTD will not be liable or responsible if you violate any such laws.

6.8 If LOVE LOLU LTD delivers your products late, you may consider the order terminated in specific circumstances, such as if we have refused to deliver the goods, delivery within the agreed deadline was essential, or you communicated before order acceptance that timely delivery was crucial. If you choose not to end the order, you can set another reasonable delivery deadline and terminate the order if LOVE LOLU LTD fails to meet the new deadline. Alternatively, you can cancel the order, and we will refund any amounts paid for the products and delivery.

After three unsuccessful delivery attempts, we may terminate our contract with you. We reserve the right to end the contract if you refuse acceptance or fail to collect or receive the goods. Refer to Clause 10.10 for potential fees against your refund in such circumstances.

SHIPPING

7.1 All Orders will be shipped using the service specified at the time of ordering. Additional information about delivery methods and services can be found at www.lovelolu.com/delivery. LOVE LOLU LTD reserves the right to adjust prices in proportion to its shipping costs, but the delivery cost will always be communicated to you before finalising your order. The Customer should specify any alternative delivery method at the time of placing the order.

PASSING OF RISK

8.1 The Customer assumes the risk of the products ordered upon their delivery to the address specified on the Order. LOVE LOLU LTD holds no liability for undelivered parcels in cases where the Customer provides an incorrect or invalid delivery address and/or fails to collect the Order from the specified delivery address, despite our reasonable efforts to contact you to address the issue.

8.2 In the event of an order being lost by a third party authorized by you to accept the products or a courier commissioned by you for delivery, LOVE LOLU LTD bears no risk once the delivery is completed to them. If goods are received damaged, a full refund will be issued if we are notified of the issue within 30 days of delivery via phone, email, or written communication. Subsequently, you will be required to return the goods, along with their original packaging, to the LOVE LOLU LTD trading address, also referencing clauses 9 and 10 below.

8.3 When the goods are signed for, the customer assumes the risk once the goods are signed for (provided they are signed for by the customer or a person identified as authorised by you). If a customer believes that a parcel has been tampered with, it is their responsibility to refuse to sign for the goods (for clarity, signing for the parcel does not affect your rights of return under clause 10).

TITLE AND DEFECTS

9.1 Ownership of the Products transfers to you once full payment for the Products is received by LOVE LOLU LTD. The Customer is required to inspect the goods within a reasonable time after receiving them. In accordance with the Consumer Rights Act 2015, products must be as described, fit for purpose, and of satisfactory quality. If the goods are found to be faulty or misdescribed, the Customer should notify the seller in writing or by email. The Customer is entitled to a full refund, repair or replacement of the product, or a partial refund (please refer to clause 10 below).

RETURNS

10.1 In our commitment to providing expert and impartial beauty advice, our transparent returns policy ensures that, should you not be entirely satisfied with a purchase for any reason, we will make it right.

10.2 Any unopened product can be returned for a full refund or exchanged within 30 days of purchase, provided proof of purchase is provided. For detailed return instructions, please visit our FAQ page.

10.3 Opened or used products that do not meet your satisfaction can be returned for an exchange or refunded onto a gift card within 30 days of purchase with proof of purchase.

10.4 For returns involving a gift with purchase or free gifts, they must also be returned to process your return. Otherwise, we can only issue a gift card or offer an exchange.

10.5 Please note that LOVE LOLU LTD's 100% Satisfaction Guarantee is not applicable to orders shipped outside of the UK. Previously exchanged products cannot be exchanged again or refunded.

10.6 To initiate your return, please use the provided link.

10.7 Retain a copy of your postage receipt with the tracking number. We are only responsible for your return once it reaches our warehouse. Items lost in transit will not be considered returned and are not eligible for exchange or refund. Exclusions include gift cards/e-gift cards, samples, and gift with purchase. Exchanges for a product of lesser value will result in the remaining amount being refunded onto a gift card. Our satisfaction guarantee does not apply to a previous return if the item is not in its original condition. Delivery charges are non-refundable.

10.8 For electrical devices, the warranty period aligns with the brand's warranty. Refer to the brand's website for further details. For UK customers, sale items purchased online and in-store can be returned online or to our stores within 30 days of purchase with proof of purchase.

10.9 LOVE LOLU LTD will refund the payment for the goods by the original payment method at the earliest opportunity. In addition to our returns policy, you have the right to cancel your order within 14 working days from receiving the goods by providing a notice of cancellation in writing and returning the goods to us in their original, unopened, and unused condition. If the goods are delivered to a third party, you may exercise this right if you can return the goods to us in their original, unopened, and unused condition. Your statutory rights remain unaffected. Once your refund is processed, it may take up to 5 working days for your card provider to credit your account. To prevent or investigate fraudulent activity: (a) we may contact you regarding suspicious return activity, and/or (b) we reserve the right to deactivate any account engaged in suspicious activity

CANCELLATIONS

11.1 Cancellations, not arising from a defect or discrepancy, are accepted only if the Customer adheres to the following cancellation procedure and subsequently follows the Returns Procedure outlined in Clause 10.

11.2 Within 14 days after receiving the goods, the Customer must notify LOVE LOLU LTD in writing via the contact details provided above. Following this notification, the goods must be returned to us within 14 days of informing us of your decision to cancel. The goods must be in 'as new' and unused condition, in their original undamaged packaging, including all items and free gifts received. It is the Customer’s responsibility to take reasonable care of the products until their return to LOVE LOLU LTD. LOVE LOLU LTD will deem that the Customer has not taken reasonable care if the goods have been used in a manner exceeding what a customer would typically inspect in a retail shop before purchase. In such cases, LOVE LOLU LTD reserves the right to deduct an amount reflecting any reduction in value due to your use. Any refund will be processed within 14 days of receiving the Customer’s returned products.

OUR LIABILITY

12.1 If we fail to comply with these Terms, we are responsible for the loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence. However, we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into the contract.

12.2 We supply the products for domestic and private use only. You agree not to use the product for any commercial, business, or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

12.3 We do not exclude or limit our liability for:

• Death or personal injury caused by our negligence.
• Fraud or fraudulent misrepresentation.
• Defective products under the Consumer Rights Act 2015.

12.4 As a consumer, you have legal rights in relation to products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. These legal rights are not affected by anything in these Terms.

PRIVACY POLICY

13.1 We will only utilise your personal data as outlined in our privacy policy: https://www.lovelolu.com/privacy-policy/

INTELLECTUAL PROPERTY

14.1 The Customer must adhere to all license agreements presented by the copyright owners. LOVE LOLU LTD cannot be held responsible or liable for any misuse conducted by the Customer or any third party.

14.2 All trademarks displayed on www.lovelolu.com belong to their registered owners and must not be copied without prior permission.

14.3 You are prohibited from using any part of the materials on the Online Store for commercial purposes without obtaining a license to do so from us or our licensors.

REVIEWS

15.1 When submitting a review or using another feature allowing material upload to the Online Store or making contact with other users, you warrant accuracy and agree not to submit unlawful or objectionable content. This includes, but is not limited to, content that is abusive, threatening, harassing, defamatory, ageist, sexist, or racist. You warrant that any contribution complies with these standards, and you indemnify us for any breach of these warranties.

15.2 Uploaded material is considered non-confidential and non-proprietary. We have the right to use, copy, distribute, and disclose to third parties any such material for any purpose. You agree to waive your right to be identified as the author of such content and your right to object to derogatory treatment of such content.

15.3 We reserve the right to use the name submitted in connection with such content and to disclose your identity to any third party claiming that posted material constitutes a violation of their intellectual property rights or their right to privacy.

15.4 We are not responsible or liable to any third party for the content or accuracy of materials posted by you or any other user.

15.5 We have the right to remove any material or posting on the Online Store if, in our opinion, it does not comply with the content standards set out above.

INTERNATIONAL CUSTOMERS

16.1 Customers from outside the UK can only pay using one of the applicable payment methods available at checkout by an international credit card and must pay in GB Pound Sterling unless otherwise specified. Although the Online Store may display the value of the Product in your local currency, the exchange rate at the date of purchase may apply so that payment is received by LOVE LOLU LTD in GB Pound Sterling. All other terms and conditions apply.

GIFT CARDS

17.1 Purchasing Gift Cards

• All Gift Card values can only be purchased and redeemed in GBP (British Pounds).
• Your Gift Card will be sent instantly following our receipt of payment to the email address specified when ordering and will be available for redemption within 48 hours.
• Gift Cards cannot be purchased using another Gift Card, a discount voucher, or other promotional codes.

17.2 Gift Card Redemption

• Gift Cards must be assigned to a LOVE LOLU LTD account before they may be redeemed. To check the balance of your Card(s), log into your account at www.lovelolu.com/account/giftcards.
• Gift Cards can only be assigned to one LOVE LOLU LTD account. Once registered, the card cannot be registered by another user. We cannot unregister a card from an account.
• Gift Cards can be redeemed only at www.lovelolu.com and not on any third party’s website.

17.3 Payment with your Gift Card

• Gift Cards may be used in conjunction with other payment types. If your order value is greater than your Gift Card balance, you can use an alternative payment method to cover the difference.
• Gift Cards may be used across multiple purchases. You do not need to redeem the full balance in a single transaction.

17.4 Refunds, Returns & Expiry

• Gift Cards cannot be refunded or returned except in accordance with your legal rights.
• Where Gift Cards have been redeemed for the purchase of items that are subsequently returned, the refund will be applied to the Gift Card balance. Where Gift Cards have been used as part payment for items that are later returned, the balance will first be applied to the Gift Card to restore the balance to the pre-purchase amount and then to the additional payment method.
• Gift Cards are valid for 12 months from the date of issue. When a balance is redeemed, we will extend the expiry date by 12 months from the last usage.
• There are no refunds on unused balances. Any unused balance will remain on the Card until redeemed or the Card expires (12 months from last usage). Unused balance cannot be converted into cash or refunded.

17.5 Stolen Cards

• LOVE LOLU LTD cannot replace any lost or stolen Cards. We recommend treating them as cash and assigning them to the recipient’s LOVE LOLU LTD online account as soon as possible.
• We reserve the right to refuse any Gift Card that is suspected to be tampered with or deemed fraudulent. Gift Cards that have the original payment reclaimed or refused will be canceled.

17.6 Re-sale of Gift Cards

• Gift Cards cannot be offered to any third parties for sale or otherwise for monetary or other value or as part of a promotion, competition, auction, or similar activity by the Customer (or any person to which the Gift Card has been gifted by the Customer). LOVE LOLU LTD reserves the right to refuse or suspend any Gift Card that we know or suspect has been used for this purpose.

CHANGES TO TERMS & CONDITIONS

18.1 We reserve the right to change these terms and conditions at any time but will notify you in advance of such changes.

LAW AND JURISDICTION

19.1 These terms and conditions are governed by and shall be interpreted in accordance with English Law and shall be subject to the non-exclusive jurisdiction of the courts of England and Wales. Any person attempting to make fraudulent credit card transactions will be prosecuted with no exception.