Customer Help

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Common purchase queries answered

Orders & Shipping

How much is delivery?

Standard UK Royal Mail Tracked 48 delivery – 2 to 3 working days – £3.99

Orders placed before 2pm will be dispatched same day.

Orders are dispatched Wednesday to Saturday

International (EU) – Standard Tracked – from £15.99

Worldwide – Standard Tracked – from £22.99

You will be given tracking direct from Royal Mail.

How long does it take for me to receive my order?

We aim to dispatch orders within 24 hours. Your delivery time period starts from your dispatch email.

You will be given tracking by Royal Mail via email or text (depending on how you chose to be notified)

Please note: Orders are dispatched Wednesday to Saturday.

How do I track the status of my order?

You will receive an email/mobile tracking from Royal Mail. If you haven’t received this, please contact us.

Do you ship to my country?

We ship globally. Please shop on our website and head to checkout, where your shipping is calculated based on your location & address.

Do you charge sales tax?

We do not charge tax on our items in the UK. Babywear clothing is VAT free in the UK.

Customers outside of the UK, please refer to your country for tax advice.

Will my items come in one package?

Yes. We will never split your order unless we have contacted you to advise otherwise.

How do I create an account?

You can create an account anytime by clicking the ‘account’ tab. Our accounts are completely free.

How do I change my shipping address?

Your shipping address can be changed in your account under ‘shipping addresses’

If you have placed an order with us, please contact us as soon as possible to change your address.

Please note: If your parcel has been dispatched we cannot change this for you, nor be liable for any lost parcels due to the mistake.

Can I change or cancel an order after I've submitted it?

You can cancel your order anytime before it is dispatched. If your order has already left us, you will need to follow the return procedure.

Can I pre-order an item that is sold out?

You can cancel your order anytime before it is dispatched. If your order has already left us, you will need to follow the return procedure.

Will you keep my credit card information on file?

You can choose whether your debit/credit card is saved on file for speedier checkout. We can remove these details at any time.

We will never access or use your details.

If you need to swap an item

Returns & Exchanges

What is your returns policy?

We want you to be happy with your purchase, but if for any reason you’re not, you can return any item back to us in line with our returns policy. The return policy starts from the day that the tracking shows as delivered.

Please provide proof of purchase when returning your product; this is in the form of your delivery note, which is inside your parcel.

Alternatively, the order number and delivery postcode would be accepted.

If you’re unable to provide this, then an exchange or a credit note will be offered.

28 day return policy for full price items.
14 day return policy for sale items.

To be eligible for a refund your items must:

Be unused, in their original packaging & with the tags attached.
Shoes must be in their original box with no sign of damage.

There are some non-refundable items:

Pre-order items (including deposits) as these have been ordered in specifically for you.
Hair accessories due to hygiene reasons.
Socks that have been removed from the packaging.

We advise you to use a tracked service when returning an item, once this has been signed for please allow up to 7 days for your item to be refunded.

Please note: we do not offer free returns, all costs are the responsibility of the sender.

*We are sorry, but we cannot accept any exchanges. You would need to return the item as above & re-order*

International Customers

Please check with your local authority regarding any possible return charges. These charges are the responsibility of the sender & Love Lully will not reimburse these costs.

I received the wrong item

Apologies! We do ensure that we pick and pack your order correctly; however, sometimes mistakes can be made.

Please contact us as soon as possible via email or the contact form so we can correct our mistake.

My order arrived damaged

Apologies! Once the parcels are dispatched, we trust the courier to deliver your parcel with care.

Please contact our team as soon as possible, with photos of the damaged packaging/item. We can then advise you further.

Where should I send my return?

Once we have approved your return, we will supply you with our return address details so that we know to expect your parcel. Please do not send the parcels back to any other address other than the one we supply you. We cannot be held responsible for any lost items being returned.

Please note that, unless specified, you are responsible for return postage. We advise using a secure delivery method for this.

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