Contact & FAQs

Luella Grey London is a British accessories brand, known for creating beautifully considered handbags, purses and gifts. Every piece is designed with a touch of luxe elegance, stylish yet timeless, crafted to elevate life’s everyday moments.

Our design studio is based in London, and we ship our collections worldwide from here in the UK.

Simply browse our collection, add your chosen pieces to your basket, and proceed to checkout. Once your order is confirmed, we will take care of the rest.

We accept most major credit and debit cards, as well as PayPal, Apple Pay, Klarna and Clearpay for a seamless checkout experience.

We will always do our very best. If your order has not been processed, we may be able to make changes. Please contact our customer care team as soon as possible.

Yes, we are delighted to ship worldwide. Delivery times and charges vary depending on location, and will be calculated at checkout.

Standard UK Delivery: £3.50 (3-5 working days) 

Next Day UK Delivery: Order before 12pm Monday to Friday for delivery on the next working day by end of that day (excludes Weekends) £6.99. 

Please note during busy shipping periods such as Black Fridays and Christmas, delivery may take a little longer due to sheer volumes. 

Customers will be responsible for paying all import duties and VAT charges for International orders.

Europe: £12.99 (5-7 working days)

USA: £40 (7-10 working days) 

Rest of the World: £24.99 (7-10 working days)

Please Note: Luella Grey can accept no responsibility for packages that are signed for by someone other than the addressee. Outside of the EU, the customer is responsible for all customs charges. Please note, not all European countries are part of the EU. Please note that any duty and taxes that may be levied in the country of destination are at the responsibility of the customer. Transactions are processed in Pound Sterling.

Yes. Once dispatched, you will receive a tracking link so you can follow your parcel’s journey 

We hope you will love your purchase, but if you change your mind you may return any item within 28 days of receipt for a full refund.  Items must be returned with labels attached and dustbag and including any free gifts.

Simply follow the instructions included in your parcel on the postcard or visit our Returns page for guidance.

We pride ourselves on quality. If something is not quite right, please get in touch with our customer care team and we will resolve it quickly and beautifully.

Yes, you will need to return your free gift with all labels attached and dust bag if applicable.  

Please contact the retailer where you purchased your Luella Grey item, as they’ll be able to assist you directly with your query. 

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Our collections are crafted from premium materials, including faux leather PU and carefully chosen fabrics. Each piece is designed to balance style, durability and sustainability. 

We recommend storing your handbag or accessory in its protective dust bag when not in use, avoiding prolonged contact with direct sunlight, and gently wiping with a soft cloth to keep it looking its best.

Yes, our e-gift cards are the perfect way to let someone choose their favourite Luella Grey bag or accessory  

We are committed to mindful design, choosing materials and packaging that are kinder to the planet without compromising on beauty or quality. 

Yes, the main material we use is PU (polyurethane), which is a less harmful alternative to PVC (polyvinyl chloride). It’s more environmentally friendly while still offering the quality and finish we want in our designs.

Ethical production is a fundamental part of our business. We work closely with our factory, visiting regularly and maintaining a strong relationship with the owners, who we consider part of the Luella Grey family. This ensures our standards and values are upheld every step of the way.

We’ve already taken measures to reduce plastic packaging across all of our bags. This is part of our commitment to lowering our carbon footprint and ensuring our processes are as considerate to the environment as possible.

Absolutely. The journey towards sustainability is ongoing, but it’s one of our core goals. We’re committed to improving and evolving our practices wherever possible to ensure we’re making a positive impact.

You can reach us via email or our online contact form. Our friendly team is here to help Monday to Friday, 9am to 5pm UK time.