Returns policy
At Lyla Lupa we think customer service is extremely important and we aim to please every single customer. We supply in depth size guides to make sure you can make careful consideration on the best size and style for you. All orders are packaged carefully by hand using white gloves to ensure all items arrive clean and safely.
We record the packing process to ensure the items are not marked and they are carefully packed using protective gloves. We pride ourselves in providing a high-quality service for our luxury products.
As most of our styles are white, please take extra care when unpacking and trying on all items to ensure the fabric is not marked. Remove all jewellery before trying on the pieces to ensure the fabric does not snag.
We accept returns on all products except eye masks, within 21 days from the date you receive your order. We do not offer refunds on eye masks due to hygiene reasons. We ask you to allow 14 working days for all returns to be processed and refunded once we receive it.
Returns will be accepted for Lingerie and swimwear items providing the items have not been worn, stained or damaged. Please try on all lingerie and swimwear items with your own lingerie underneath. Hygiene stickers must remain attached to the briefs when trying on the styles and these must remain attached securely to the brief exactly as they have been sold.
All items must be unworn, unused, unwashed, and still in a saleable condition. This means items must not be marked or snagged in any way.
- All tags must still be attached, and items must be sent back in its original packaging. No exceptions.
- All items must be free from any stains, makeup, tan and marks
- All fabric must be free of snags and damage
We inspect all returned items carefully using white gloves and if any of these conditions are not met, then your items will be refused and sent back to you.
Please note return shipping costs are at the responsibility of the customer. We do not cover any return postage fees when sending items back to us.
Exchanges
Please ensure that you email a request for an exchange when returning your parcel.
We only accept exchanges for the same item in a different size. We cannot accept returns for the same style in a different colour or design. If the item is available, it will be exchanged within 14 days. If the item is not available, then you will receive an email informing you that we will process a refund instead.
How do I start a return or exchange?
- If you want to return an item, please email us at hello@lylalupa.co.uk with your full name, order number and reason for the return or if you would like to exchange.
- Package the item in the original packaging and clearly label the box.
- Download the returns form below and add inside the box. Please note returns will not be accepted without the return form inside of the box.
- We will email you to confirm we have received the return and confirm the return is accepted.
(DOWNLOAD RETURN FORM)
Please send items via a tracked and signed for service to the below address:
LYLA LUPA
For the care of NORSK
Unit 1 Polygon Business Park
Blackthorn Road
Colnbrook
United Kingdom
SL3 0DQ
Please take care to write the address in the format as above. At Lyla Lupa we accept no responsibility for returns post, please ensure a reliable tracked service is used to send back all items.
What if my item is faulty?
Lyla Lupa’s products undergo thorough inspections at multiple stages of manufacture. Our team also thoroughly hand check every item using white gloves before it is sent to customers. However in the instance we may have missed something or you have received the wrong item, please email us immediately at hello@lylalupa.co.uk so that we can investigate the issue and ensure it is resolved quickly. Lyla Lupa will pay postage fees incurred when sending faulty or incorrect items back to us if the return is deemed to be a manufacturing fault on return.
How long will it take to process my return?
We aim to process all returns once delivered, but it may take up to 14 working days for your refund to be processed. You will receive an email stating we have received your return and whether we have accepted the return. If the return is rejected, we will provide you with a reason and ship the goods back to you.
Does Lyla Lupa pay for returns postage?
No, we do not pay for return postage fees. Postage, delivery costs, duties and taxes incurred due to change of mind, size change or any other reason other than faulty goods are the customer's responsibility.
Can I cancel my order?
Unfortunately, we are unable to cancel orders placed as our team process orders quickly. In exceptional circumstances we may be able to stop your order being fulfilled if we are notified immediately, therefore please urgently email hello@lylalupa.co.uk if you wish to cancel and we will do our best to accommodate.
Can I return my gift vouchers?
Gift vouchers are not cash refundable. Items purchased via gift voucher can be size exchanged, or you can be re-credited with the value.
Customs import duties & taxes.
Items shipped internationally sometimes incur local duties and customs charges. We have no control over these charges and therefore, these are not included in your order total. The shipping courier will contact you if any duties need to be paid before delivering your parcel. Lyla Lupa takes no responsibility in paying these charges and it will be the buyers’ responsibility to pay any outstanding duties and customs.
If you have any questions about this, please contact your local customs office for further information before placing an order.
Help Desk.
If you need help with anything else we are always happy to assist, please email us at hello@lylalupa.co.uk and we will be in touch with you as soon as possible. Please be assured, we will always aim to help you as best we can in any scenario. We pride ourselves on supporting the bride’s journey and making it enjoyable.