Return and Exchange Policy

LULU LIU LONDON Return and Exchange Policy 2025
Effective Date: Wednesday, 19 March 2025
At LULU LIU LONDON, we are committed to providing exceptional products and services. To ensure clarity, our policies are tailored to the specific nature of our collections: Ready-to-Wear, Couture, and Bespoke.
Please review the relevant section below for detailed information.
1. Ready-to-Wear Collection
Eligibility:
• Exchanges are accepted within 14 days from the delivery date for unused items in their
original condition, with all tags and packaging intact.
• Returns and refunds are not accepted due to the nature of our business model.
Exchange Process:
1. Initiate Exchange: Contact our Customer Service at support@lululiu-london.com to
request an Exchange Authorization.
2. Shipping: Customers are responsible for return shipping costs unless the item is faulty or incorrect.
3. Exchange Processing: Exchanges will be processed within 5-7 business days after we
receive the returned item.

Exclusions:
• Items marked as “Final Sale” are not eligible for exchange.
• Personalized or altered ready-to-wear items cannot be exchanged.

2. Couture Collection
Eligibility:
• Due to the made-to-order nature of our Couture pieces, returns, refunds, and exchanges are not accepted.
Order Process:
• A 50% non-refundable deposit is required to begin production.
• The remaining balance must be paid prior to the final delivery.
• Couture garments require 30-120 days for completion, depending on design complexity.
Note: We encourage clients to discuss all design details thoroughly before confirming the order to ensure satisfaction.

3. Bespoke Services
Eligibility:
• Bespoke items are tailored specifically to individual client specifications and are non-returnable, non-exchangeable, and non-refundable.
Process:
• Clients must finalize all specifications (design, materials, measurements) during the
consultation.
• Full payment is required at the time of order confirmation.
• The production timeline varies based on complexity and will be communicated during the consultation.
No refunds will be issued for Bespoke Services under any circumstances.

4. Repairs and Adjustments
• If an item requires repairs or adjustments, clients must ship the product back to our
studio.
• A repair quote will be provided before any work is undertaken.
• Repairs will only proceed after the client approves the quoted cost.

5. Faulty or Damaged Items
• If you receive an item that is faulty or damaged, please contact us within 7 days of receipt at clientservice@lululiu-london.com.
• We will arrange for a repair, replacement, or refund where appropriate.