Delivery & Returns

Delivery

At Lucy UK, we aim to process and dispatch all orders as quickly and efficiently as possible.

We currently offer the following delivery options:

  • Royal Mail 48 Tracked
  • Royal Mail 24 Tracked
  • Royal Mail Next Day Special Delivery
  • Standard International Delivery
  • Tracked International Delivery
  • Delivery times are estimates and may vary depending on your location, postal service delays, customs clearance and other circumstances beyond our control.

Once your order has been dispatched, you will receive a dispatch confirmation. Tracking information will also be provided where applicable.

International Orders, Customs & Import Charges

Customers placing orders for delivery outside the United Kingdom are responsible for ensuring that the products they purchase comply with the laws and import regulations of their destination country.

Once an international order has been dispatched, the customer is responsible for any applicable customs duties, import taxes, clearance fees and other charges imposed by the destination country. These charges are not included in our product prices or delivery fees and must be paid by the recipient.

Lucy UK is not responsible for customs delays, additional import charges or decisions made by customs authorities.

If an international parcel is seized, confiscated, refused entry or destroyed by customs authorities due to local import restrictions, Lucy UK will not provide a refund or replacement where the loss results from the customer's failure to comply with applicable import requirements, except where required by law.

Customers are strongly advised to check their country's import regulations before placing an order.

Returns

We offer a 30-day returns policy. If more than 30 days have passed since your purchase, we may be unable to accept your return unless you have additional rights under applicable consumer law.

To be eligible for a standard return, your item must:

  • Be unused and in the same condition as when received.
  • Be returned in its original packaging.
  • Have all original tamperproof seals intact.
  • Include a receipt or other proof of purchase.

For hygiene and product safety reasons, opened or unsealed products may not be eligible for a change-of-mind return.

In certain circumstances, partial refunds may be offered, including where an item is returned damaged, incomplete or not in its original condition for reasons unrelated to our error.

These conditions do not affect your statutory rights in relation to faulty, damaged or incorrectly supplied goods.

Refunds

Once your return has been received and inspected, we will send you an email confirming receipt of your returned item.

We will then notify you whether your refund has been approved or declined.

If approved, your refund will be processed to your original payment method. Please allow time for your bank or payment provider to process the transaction.

Where applicable, refunds will be issued within the time limits required by consumer law.

Exchanges

We only offer exchanges for products that arrive defective, damaged or incorrectly supplied.

If you need to request an exchange for the same item, please contact hello@lucyuk.com with your order number and details of the issue.

Our team will provide further instructions on how to proceed.

Return Shipping

Customers are responsible for return shipping costs when returning unwanted items.

Original delivery charges and return shipping costs may be non-refundable, subject to your statutory consumer rights.

If an item is faulty, damaged or incorrectly supplied, Lucy UK will cover reasonable return shipping costs where required by law.

For returns we recommend using a tracked delivery service or purchasing appropriate shipping insurance. We cannot guarantee receipt of returned parcels sent without tracking.

Delivery times for replacement or exchanged products may vary depending on the destination.

Contact Us

For any questions regarding deliveries, international orders, returns, refunds or exchanges, please contact our customer support team.

Email: hello@lucyuk.com

We aim to respond to all enquiries as quickly as possible.