Returns & Refunds Policy
Fuss Free Returns
If you are not 100% happy with your purchase, then we’re not 100% happy either. We get it, sometimes you just change your mind or it’s not quite right for you. Return via the Royal Mail portal below.
You may return your order within 28 days of delivery, provided items are unused, in the original condition and packaging including tags still attached to the bag.
We have a Royal Mail portal for you to return your item for a refund. Click here to return your item.
You’ll need your order number and then follow the instructions to download your postage label or QR code. Ensure all items are in perfect condition, unused and with the original packaging including any gift wrap, accessories, dust bag and labels must still be attached to your bag. We reserve the right to reject items outside of our policy and may return them to you. This returns policy does not affect your UK statutory rights.
The cost of the return is £2.99 which will be debited from your refund, the postage cost is subsidised by us to keep the costs as low as possible.
You can also contact us at info@luellagrey.com if you have any queries. We’d be happy to help.
Returning Faulty Items
In the unlikely event that you may have received a faulty item, please send a clear image of the item and an explanation of the fault, plus proof of purchase, to info@luellagrey.com and we will be able to assist you. Your statutory rights are not affected.
International Returns
Return the items you wish to return and all original packaging and paperwork, removing all original labels from the parcel. Please ensure the item is returned unused with all labels and in original packaging.
Return to the below address within 28 days of receipt of purchase:
Luella Grey Customer Services
Fusion 3PL Limited
Block 7, Units 1,2 and 3
Vestry Road
Sevenoaks
Kent
TN14 5EL
Please return your item using a signed for service and obtain a tracking number for proof of postage. Luella Grey cannot accept liability for items returned to us without proof of postage. You can also contact us at info@luellagrey.com if you have any queries. We’d be happy to help.
Promotional Gifts and Offers
From time to time, we may offer free gifts or promotional items when your order exceeds a certain value, or as part of a special promotion. These offers are discretionary and subject to availability.
If you return part or all of your order and the total value of the items you keep falls below the qualifying spend for the promotion, we kindly ask that the free gift is also returned.
If the free gift is not returned, we reserve the right to deduct its standard retail value from your refund. This helps ensure our promotional offers remain fair and available to all customers.
Full terms of each promotional offer, including eligibility criteria and applicable dates, will be clearly stated at the time of purchase.
You can review our Terms & Conditions at any time here.