DELIVERY POLICY

We use Royal Mail and Evri /Hermes/ for deliveries in the UK, and DHL for all other countries. We will email you a tracking code once your item has been dispatched.

Delivery timescales are specified when you place an order but are usually 2-3 days for UK and 2-3 weeks for Outside UK .

If you have a shorter deadline than the specified timescale, please contact us and we will do our best to accommodate you.

Please note you will need to sign for your delivery when it arrives. If you miss your delivery it will be sent to your local sorting office where you can collect it with some form of identification.

All deliveries are fully insured up until the point they are signed for.

The delivery address is provided by you when placing the order. It is very important you check the delivery address provided by you.

Lucy Lyu London will not accept any liability for delivery to an incorrect address provided by the customer.

If your require products to be shipped to a different address than you billing address we are happy to do this, however due to our strict security checks we require you to provide 2 forms of ID from the following list:

ID 1 - passport or driving licence.

ID 2 - utility bill, household bill, bank statement or tax statement.

Without proofs we can only post to your billing address due to the rules.

International delivery destinations may be subject to import duties, administration charges and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges and we cannot predict their amount. You will be responsible for payment of any such import duties, administration charges and taxes. Please contact your local customs office for further information before placing your order.

Collection of your item from our office is possible but strictly by appointment only. You will be required to bring photo ID for security reasons, either a driving licence or passport. 

CANCELATIONS POLICY

Your order can be cancel before it has been shipped, so please contact our Customer Service /use [email protected]/ as soon as possible.

Usually you will have an hour after placing the order to make a cancellation!

After accepting your cancellation, we’ll send you a confirmation message within one working day for full refund !

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 Pay pal account.

 ONLINE STORE TERMS & GENERAL CONDITIONS

By agreeing to these TERMS AND CONDITIONS, you may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).  

MODIFICATIONS TO THE SERVICE AND PRICES

Prices for our products are subject to change without notice. We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time. We shall not be liable to you or any third party for any modification, price change, suspension or discontinuance of the Service.

PRODUCTS OR SERVICES

Certain products or services may be available exclusively online through the website/application. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy. We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any colour will be accurate. We reserve the right but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited. We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

ACCURACY OF BILLING AND ACCOUNT INFORMATION

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. If we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors. 

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates so that we can complete your transactions and contact you as needed. 

 For more details, please review our Return Policy.