Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@lulalittleones.com.
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please note that we do not cover the cost of posting your return to us.
As we use a Royal Mail PO Box returns service, returns must be sent via Royal Mail only. Only Royal Mail can access our returns service location. We are not responsible for missing parcels if sent using a different courier.
When returning an item we recommend that you obtain proof of posting, as the item(s) you are returning remain your responsibility until we have received them. In the event that the item(s) are not in re-saleable condition, we reserve the right not to provide a refund and you will be responsible for the cost of the item(s) being returned to you within 28 days of our notification.
Please note that you will be refunded for the original item price you paid but not the original shipping cost. As stated previously, we do not cover the cost of your return postage.
You can always contact us for any return question at hello@lulalittleones.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned or exchanged, including:
- Made to order items - This is includes all personalised items.
- Dummies and teethers (due to hygiene reasons)
- Socks
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@lulalittleones.com.
Cancellations
If you wish to cancel your order, please contact us via email or our contact form within 24 hours of placing the order. If your order has already been dispatched, we will be unable to cancel the order. In this case you would need to wait for the order to be delivered and request a refund.
Please note: personalised and made to order items cannot be cancelled.