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Refund Policy

1.Damaged or wrong products


In case of a damaged product or a different product has been delivered than you ordered, please contact our Customer team for further instructions.

Return costs will be for us in the event a damaged or the wrong product has been delivered to you.


2.Other products


For all other products ordered through our online store, a period of 14 days after receiving your order applies. During this period, you can inform us at any time that you would like to return your purchase without the need to state a reason, but we will can't offer you free return.

 To inform us that you would like to return, please get in touch with our customer service via email: [email protected] or use form "Contact us"

3.Return Conditions

For a product to be returned it must be purchased from Lucy Lyu London official website. Lucy Lyu brands products purchased from stores or other channels are not eligible for returns under this policy. Return terms of service do not apply to customized products..

The returned product must maintain the original new unused state and quality, and not affect the secondary sale of the product. Please attach all original product tags, accessories, instructions, any accompanying gifts and any other bundled gift box packaging.

When returning the parcel, please make sure to use the original packaging. Lucy Lyu is not responsible for any damage or loss of goods caused by the return shipping process.


4. Refunds:

Once you notify us that you would like a return, we will email you within 24 hours(within working days) and send you a pre-paid return label within 48 hours(within working days).

Once your return has been received by the warehouse and it complies with our returns policy, we will refund you by your original payment method. Please be aware that payments can take up to 7 working days to process depending on your bank or payment provider.

 Returned items will be refunded excluding the original cost of shipping when have a separate shipping cost /except wrong or damaged items /


After we have issued the refund, it will take up to 3 business days for the funds to be placed back on your credit card or Paypal account.


5.Notes:

In the event of a return for item with promotion , the refund instruction is outlined as follows:


- If all the products from the order are returned, the refund will amount to the total payment made for the order.


-In instances where only specific products from the order are being returned, those products will not qualify for the promotion. 

If the discounted item is returned, the refund will be the actual amount paid for that item. It can be different from website listed price but will be the actual payment.