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Shipping & Returns

Shipping

All orders are shipped from the UK twice a week (usually Wednesdays and Saturdays, however, these days may vary).

Free Shipping:

Free UK Shipping on orders over £20.
Free EU Shipping on orders over £30.
Free Worldwide Shipping on orders over £40.

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

Europe: 3-5 business days
Australia, New Zealand and Oceania: 5-7 business days
Asia Pacific: 5-7 business days
Latin America and the Caribbean: 5-7 business days
North Africa and the Middle East: 5-7 business days
Sub-Saharan Africa: 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 2nd Class and international orders are shipped using International Standard Shipping.

If you would like your order to ship using a tracked service you can select a shipping upgrade option when you check out. We will then send you a tracking number when your order ships.

Tracking is not available with the standard shipping options (Royal Mail 2nd Class or International Standard Shipping).

Customs and import taxes
Buyers are responsible for any customs and import taxes that may apply. I'm not responsible for delays due to customs.

Cancellations
If you would like to cancel your order send us an email at lularocksinfo@gmail.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.
 
Returns

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
Digital downloads
Gift cards
Downloadable software products
Some health and personal care items
Items on sale

To complete your return, we require a receipt or proof of purchase.

Refunds 
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 lularocksinfo@gmail.com.

Sale items 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges 
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 lularocksinfo@gmail.com and send your item to: Lula Rocks, 4 Cumberland Row, Coulter Road, Waterlooville, PO7 7GD, United Kingdom.

Gifts
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.

Shipping
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.