We are currently experiencing delays with our carriers when processing international orders, particularly for sales into the EU following the Brexit transition. We are dealing with this as a matter of urgency. In the meantime, retail sales to overseas destinations are suspended. Please contact a member of our team via [email protected] if there is something you would particularly like from us and we’ll do our best to help.
Supplies to Luella stockists into the EU and the rest of the world will continue, although they may still be subject to delays depending on the destination and the carriers we use in those territories. Please contact us prior to placing your order if it is urgent. We look forward to resuming a normal service for all of our customers very soon. Thank you for your patience.
1. Price and payment
1.1. The price payable for the Goods that you order is clearly set out on Our Website. They are shown in UK pounds sterling and Euros.
1.2. All prices are, unless otherwise stated, inclusive of VAT and other applicable taxes. We are not able to process VAT refunds for international customers. You will be responsible for ensuring that any Goods you order comply with state and federal government import regulations.
1.3. Bank charges by the receiving bank on payments to us will be borne by us. All other charges relating to payment in a currency other than pounds Sterling will be borne by you. International credit card providers or banks will determine the exchange rate applicable to your order and may add an additional processing or administration fee if your order has to be converted into a currency other than those referred to in Section 1.1.
1.4. The price of the Goods does not include the delivery charge which will be charged at the rates applicable at the date you place your order and which will be displayed on a page of Our Website before we ask you to pay.
2.1. International deliveries will show the shipping duration at the time the order is placed.
2.2. Due to customs, legal, regulatory, and certain practical restrictions applicable to orders for non-UK deliveries, some Goods may not be available for certain non-UK destinations. We reserve the right to define which Goods can and cannot be delivered to destinations outside of the UK. Many countries have specific import restrictions on certain Goods or materials, and it is the responsibility of customers to check local customs regulations before placing an order for shipping outside of the UK.
2.3. Deliveries will be made by the Carrier to the address stipulated in your order. You must ensure that someone is present to accept the delivery, including if a signature is required.
2.4. We may deliver the Goods in instalments if they are not all available at the same time for delivery.
2.5. When your Goods arrive, it is important that you check immediately the condition and quantity. If your Goods have been damaged in transit, you must refuse the delivery and immediately contact us so that we may dispatch a replacement quickly and minimise your inconvenience.
2.6. Signing for any delivery of Goods from Us as "Unchecked", "Not Checked" or similar is not acceptable.
3. International Returns
3.1. To arrange your return you should contact us at [email protected] and we will advise you of the best method of return for the country in which you are located.
3.2. Please note that the cost of shipping your return back to us will be deducted from your total refund that is due to you.
3.3. Subject to the shipping method chosen for your order, or part of your order, to be returned to us please allow 7 to 14 days for your refund to be processed.
4. Foreign taxes and duties
4.1. If you are not in the UK, we have no knowledge of, and no responsibility for, the laws in your country.
4.2. You are responsible for purchasing Goods which you are lawfully able to import and for the payment of import duties and taxes of any kind levied in your country.