Shipping & Returns
DUE TO COVID, ROYAL MAIL STRIKES, AND THE RECENT CYBER ATTACK, THERE ARE CURRENTLY DELAYS TO THE PROCESSING AND SHIPPING OF ORDERS SO PLEASE KEEP THAT IN MIND WHEN ORDERING.
Under normal circumstances it can take up to 1 week for UK shipping and 3 weeks for international shipping. With everything that's happening at the moment your order may take up to 8 weeks to arrive and unfortunately accurate shipping times cannot be given. Unfortunately I cannot guarantee that your order will reach you in time for Christmas, no matter how early you order.
You can pay extra to upgrade your shipping to a tracked service. Tracked services will unfortunately not arrive any quicker, but you will be able to track the progress of your order.
All orders are shipped from the UK two times a week (usually Tuesday and Friday, however, these days may vary).
Free UK Shipping on orders over £50.
A number of items are hand made to order and the time it takes to process your order will vary. Please see individual items for processing times.
The estimated shipping times will vary depending on where your order is being shipped. These times show how long the order takes to reach you once the order has been processed and dispatched.
Estimated shipping times
United Kingdom: 1-3 business days
North America: 5-7 business days
I'll do my best to meet these shipping estimates, but can't guarantee them. Actual delivery time will depend on the shipping method you choose.
All orders are shipped using Royal Mail unless advised otherwise. UK orders will be shipped 1st Class and international orders are shipped using International Standard Shipping.
Tracking is not available with the standard shipping options (Royal Mail 1st Class or International Standard Shipping).
Customs and import taxes
Buyers are responsible for any import VAT, taxes & fees that may apply. Unfortunately I cannot be responsible for delays due to customs.
If you would like to cancel your order send us an email at email@example.com and we will let you know if the order can be cancelled. If it is too late to cancel the order please refer to the returns policy below.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Custom or personalised orders
Downloadable software products
Some health and personal care items
Items on sale
To complete your return, we require a receipt or proof of purchase.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to: Lula Rocks, 4 Cumberland Row, Coulter Road, Waterlooville, PO7 7GD, United Kingdom.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, please contact us prior to returning the item. You should then mail your product to: Lula Rocks, 4 Cumberland Row, Coulter Road, Waterlooville, PO7 7GD, United Kingdom
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live and the item being exchanged, the time it may take for your exchanged product to reach you, may vary.
Unfortunately we don’t guarantee that we will receive your returned item.