Refund policy
At Lulu Kachoo, almost every piece of jewellery is individually commissioned and manufactured specifically for you once your order is placed. We do not manufacture or hold the majority of our jewellery as finished stock ready for dispatch.
For this reason, our Returns & Refunds Policy differs from that of retailers selling ready-made, in-stock products. Please read this policy carefully before placing your order.
Order Cancellations
You may request to cancel your order before production has begun.
Production normally commences within 24 hours of your order being placed, although this may vary during busy periods or where additional quality checks are required.
Once production has commenced, we are generally unable to accept cancellation requests because your jewellery has entered manufacture specifically to fulfil your order.
Returns
Eligible items may be returned within 28 days of delivery.
To qualify for a return, items must:
- be unworn and unused;
- be in their original condition;
- be returned with all original packaging;
- include proof of purchase.
Before returning any item, you must first contact enquiries@lulukachoo.com to obtain return authorisation and instructions.
Returns sent without prior authorisation may be refused.
Non-Returnable Items
Unless your item is faulty, damaged, not as described, or you are otherwise entitled to a remedy under consumer law, we cannot accept returns for:
- jewellery that has entered production following your order;
- made-to-order pieces manufactured specifically to fulfil your order;
- personalised jewellery;
- customised jewellery;
- sale or clearance items;
- gift cards.
As each made-to-order piece is individually commissioned and manufactured following your purchase, these items cannot ordinarily be resold once production has begun.
If you are unsure whether a piece is made to order, please contact us before placing your order.
Damaged, Faulty or Incorrect Items
Please inspect your order immediately upon delivery.
If your order is faulty, damaged or incorrect, please notify us within 3 working days of receipt by emailing enquiries@lulukachoo.com, including photographs where appropriate.
We will investigate the issue and, where appropriate, repair, replace or refund the item in accordance with your statutory consumer rights.
Exchanges
As all made-to-order pieces are individually manufactured, exchanges are not normally available.
Where an exchange is approved at our discretion, additional charges may apply depending on the nature of the request.
Refunds
Where a refund is approved, it will be processed to your original payment method within 10 business days of approval.
Banks and card providers may require additional time to complete the transaction.
If you have not received your refund within 15 business days of approval, please contact enquiries@lulukachoo.com