Returns & Exchanges

We have a 14-day return policy: you have 14 days after receiving your item to request a return.

To be eligible, your item must be in the same condition you received it—unworn and unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

How to start a return (UK)
1. Request your return via our return portal.
2. We’ll send you a pre-paid Royal Mail return label with instructions—drop the parcel at any Royal Mail point. Please post it within 14 days of receiving your label; after that, the return request expires and you’d need to start a new one.
3. Once your return passes inspection, we’ll refund you to your original payment method. The £5.95 label cost is simply deducted from your refund—no upfront payment needed.

Please request your return before sending anything back—parcels sent without a return request can’t be matched to your order and may not be accepted.

Your right to cancel — 14-day cooling-off period
If you’re a UK consumer, under the Consumer Contracts Regulations 2013 you may cancel your order for any reason within 14 days of receiving it, and then return the goods within 14 days of telling us. You’ll be refunded the full price of the returned item(s) plus the standard outbound shipping you paid at checkout (upgraded delivery fees beyond the standard rate are non-refundable).

Damaged, faulty, or wrong item?
Please inspect your order on arrival and contact us right away so we can make it right. In these cases return shipping and your original shipping are fully refunded—always. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

Exchanges
Need a different size or message? The quickest swap is to return your item and place a new order for the one you want—your refund is processed as soon as the return passes inspection. Our Size Chart helps you get the fit right first time. Questions? Email us before you order and we’ll recommend the best fit.

Refund timing
We’ll notify you once we’ve received and inspected your return. Approved refunds go back to your original payment method within 14 days of us receiving the return. Banks and card providers can take a few extra days to post it. If more than 15 business days have passed since we received your return, contact us at support@luluwags.com.

Ordering from outside the UK?
We currently ship within the UK only. For questions about a past international order, contact support@luluwags.com.

Any return question at all: support@luluwags.com.