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Returns & Exchanges

We’re not satisfied unless you’re 100% happy with your Luella Grey purchase. We will issue a refund on unused items returned within 28 days of purchase. You will need to cover the costs of the postage for the return, but if the product is faulty we will refund the postage to you. Pls ensure you get proof of postage.

We will give you a full refund within 14 days of receiving your return, by the same method of payment you used to pay.

RETURNING FAULTY ITEMS

Firstly, we are sorry that you may have received a faulty item. If you believe that your item is faulty please send a clear image of the item and explanation of the fault, plus proof of purchase, to info@luellagrey.com within 28 days of purchase. Once we have confirmed the item is faulty a new item will be sent to you free of charge or we can process a full refund if requested. We may require you to return the item to us, and we will reimburse you the postage. Faulty items will only be accepted if the goods are delivered to a customer damaged or if there is a subsequent manufacturing fault within a period of 12 months after delivery. Any items displaying damage deemed to be a result of fair wear and tear will not be accepted as faulty. Your statutory rights are not affected.

TO RETURN AN ITEM:

  • Fill in the return form you receive with your delivery and place in the package along with the items you wish to return with all original packaging and paperwork.
  • Please remove all original labels from the parcel.
  • Please take your return to a Post Office. Use 1st class signed for service (NOT special delivery) and obtain a tracking number for proof of postage from the Post Office (please note that Luella Grey cannot accept liability for items returned to us via alternative couriers or without proof of postage from the Post Office).
  • Please send your return to:

Returns @ Luella Grey London Ltd
46 Hyde Road
Sanderstead
Surrey
CR2 9NP