We constantly strive to ensure that the products we bring to your door are of the highest quality. However if, for any reason, you wish to return your purchase, we will refund or exchange items that are sent back to us within 10 days - all we ask is that you return items in a saleable condition, unworn, with the original packaging and labelling intact. Although we are not able to refund P&P charges or returns postage, Lula Sapphire will never charge to send an exchange item to you. Please note that we advise you to obtain proof of posting (free from your Post Office) as unfortunately we cannot be responsible for returns
We are sure you understand that safety and hygiene considerations prohibit us from exchanging certain items within our range. Where applicable, this will be clearly highlighted within the product description.
Customer service is of premier importance to us at lulasapphire.com. Your confidence in us and the service we provide is our primary priority. We believe our returns policy is fair and open, however, there are some stipulations that we make in the interest of efficiency:
In the event of refunded return, we require that you return the new and unused goods to us with all the original labelling attached within 10 days (UK), 14 Days (International) of receiving the goods. New and unused means there are no marks on the item or wear on the tags and the item has been returned to us in its saleable condition. Lulasapphire.com will not accept returns for any non-faulty items that have been worn, washed and/or tags removed. Upon receipt of an order, if any item has been received with no tags, customers should notify us (by phone or email) on the same day if they wish to return. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags. For hygienic purposes, returns/exchanges on nappies cannot be accepted. There is no return or exchange for sale items. Please note, lulasapphire.com cannot refund shipping and/or delivery charges whether they be within the UK or abroad. We ask that all International customers are aware that all international customs duties and sales taxes can not be refunded. All items purchased on the lulasapphire.com web site must be returned to our head office at the responsibility of the sender. Lula Sapphire cannot be held responsible for items lost or delayed when being returned. Please note, there is no return or exchange on made to order items or large furniture.
In the event of an exchange, items are subject to product availability and the customer will incur any shipping costs for returning items to be exchanged. We can only exchange an item for a different size, style, and colour subject to our stock availability. All exchange enquiries can be made by contacting firstname.lastname@example.org with 'EXCHANGE' in your subject heading. Exchanged items can only be dispatched after the returned goods have been received and undergone a quality control check back at head office.
How to proceed with your return or exchange
Please email us at email@example.com to advise that you would like to make a return or exchange. In your subject heading please state whether you are claiming for a RETURN or EXCHANGE.
Indicate whether you would like to make a return or exchange and state the desired item(s), size, colour etc. Exchanges will be subject to our stock availability.
Securely wrap and package the item with a note detailing your request and send to our head office address.
Please send your return or exchange to: Lula Sapphire, Unit 6, Foxhills Farm Business Centre, Longcross Road, Chertsey, KT16 0DN. We recommend that you send all items insured and/ or registered when sent through the mail as we cannot take responsibility for packages which we do not ship ourselves.
Receiving a refund
Once your package has been returned to us within the above stated timeframe unless otherwise authorized by the directors at lulasapphire.com, we will begin to process your refund request. Each item will undergo a quality control check and once verified your refund will be processed in the original payment format as your purchase was made within 30 days of the date of cancellation notice. All undamaged, correctly returned products will be credited to the original purchasers credit card including VAT for all EU country customer excluding shipping charges. You will be notified via email to the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from lulasapphire.com.
Please note: If we receive your return in a condition which we feel is not fit for exchange or refund we shall get in touch with you to discuss proceedings. Lula Sapphire reserves the right to refuse a return or exchange for any item sent back in a condition where the item has been used or damaged. Only Items which Lula Sapphire can confirm as new and unused will be eligible for a return or exchange, so that they have reached our returns department within the time frame outlined above (unless otherwise organized). Lula Sapphire will not accept returns or exchange goods for any non-faulty items that have been worn, washed and/or with tags removed.
A refund or exchange will not be issued for items which fail to meet our standards set forth above.
If someone has sent you a gift from Lula Sapphire but it wasn't quite right, then you can return it in exchange for another product. In the event of a gift return, we require that you return the new and unused goods to us with all the original labelling attached within 14 days (UK), 21 days (International) of receiving the goods. Please simply get in touch with our head office to organize an online purchase with your credit note. Please be aware that you will be required to pay any difference in cost and any additional shipping charges.
Office Hours: Monday- Friday 10 AM until 5:30 PM
This returns policy should be read in conjunction with the Lula Sapphire terms and conditions that are applicable to the sale of all products by Lula Sapphire.
Effective 18 September 2006