FAQs

Customers based in the UK, Europe or other countries outside the US, Canada and Japan, should order through our UK/GBP currency site by selecting the country toggle button in the bottom right of the website footer.

Customers based in Japan should click on the country toggle button icon to order from our Japan/Yen site. Deliveries to Japan are billed in Japanese Yen (¥).

Customers based in the US or Canada should click on the country toggle button icon to order from our USA/USD site. Deliveries to US & Canada are billed in US Dollars ($).
Please note that US Orders are shipped from our warehouse in the UK. New York and New Jersey sales tax applies to all orders placed from these states.

Add an item by clicking on ‘Add to bag’ button on either the product page or product listing page ‘Quick buy’ functionality. The quantity required can be amended in My Bag.

To remove an item, go to My Bag and click the cross next to the product you wish to remove.

If you are logged into your account, items will be saved in your shopping bag to view when you next log in. We will send you an email reminding you there are items remaining in your shopping bag.

Once your order has been placed, you will be re-directed to the order confirmation page. Your order confirmation will then be sent to the email address registered to your account. Provided there are no issues with your order, payment will then be deducted and your order will be processed.

Unfortunately we are unable to make any changes to orders once they have been placed, this includes address amendments and order cancellations.

If you are experiencing difficulties placing your order online, please contact our Customer Care Team who will be happy to assist you with your order.

Tel: +44 20 4538 1352

Email: customercare@luluguinness.com

Opening hours: Monday to Friday, 11am to 5pm (UK time)

For security reasons, we ask that customers create an account before placing an order over the phone.

To log into your account click on  the My account icon in the top right and enter your email address and password.

If you have forgotten your password, when you go to sign into your account, click on ‘Forgotten your password?’ and a new password will be sent to the email address registered to your account.

You can edit your account details by clicking into each tab in your customer account. Please note that should you decide change your delivery address after placing an order, your order may have already been dispatched to your previous delivery address.

Please check your order confirmation to ensure your order is delivered to the correct address. To arrange to have your order delivered to an alternative address, you will need to contact the courier service provider, DPD (UK only) or DHL (International).

To view details of your current and past orders, click on the Orders History tab within your customer account.

You can sign up to our newsletter on our website by entering your email address into the 'Sign up to the Lulu newsletter' box in the footer of the website.

To unsubscribe from all communications simply click on the 'unsubscribe' link at the bottom of a Lulu Guinness newsletter.

From 14th September 2019 all online businesses will require customers to provide a second level of authentication when processing payments online with the aim to reduce cybercrime and provide added security to online shopping. So next time you are shopping with us, you might be prompted to input additional information such as a password, a one-time passcode or fingerprint if you are shopping on your smartphone.

Under the revised Payment Services Directive (PSD) which is a European directive that creates a more open, competitive and secure payments landscape across Europe, you will need to provide two out of three authentication elements when paying online, so something you know like a password, something you own like your phone and something you are like a fingerprint. You will see an additional step in your checkout experience allowing your card issues or bank to check who you are. In some cases, they may not need authentication due to exemptions.

See official documentation here.

GBP and USD currencies are accepted on LuluGuinness.com.

Customers based in the UK, Europe or other countries outside the US, Canada and Japan, should order through our UK/GBP currency site by selecting the country toggle button in the bottom right of the website footer.

Customers based in the US, Canada or Japan should click on the country toggle button icon to order from our USA/USD site. Deliveries to US, Canada and Japan are billed in US Dollars ($).This currency selection is only available to customers who have a billing and delivery address in the USA, Canada or Japan.

We accept all major credit and debit cards including American Express and Maestro. We also accept payment through PayPal, Apple Pay and Shop Pay.

Online payments are taken securely. Your credit card details will not stored by Lulu Guinness Ltd.

We cannot accept cash or cheques on delivery.

We have introduced MasterCard® SecureCode and Verified by Visa to give you even more confidence in shopping with Lulu Guinness.

This service protects your existing card against unauthorised use by prompting you for a private password each time you shop with us. To use this service, simply register with your bank first or other organisation that issued your card.

On registering your card, you will be prompted for your 3D Secure password at checkout. Please note this is not your Lulu Guinness account password and Lulu Guinness will not hold any information on this password.

You no longer have to set-up an online account to place an order at LuluGuinness.com, simply head to the Checkout to make payment.

Should you change your mind and wish to create at account you will be given the option to do so on the order confirmation page. Benefits of doing so include:


- A quicker checkout process as your details are already saved with us

- The ability to save multiple delivery addresses

- The ability to track your orders and view your order history

- The option to create and share your wish list

A next day delivery service is not currently available. For further information on our delivery service, view our shipping and delivery page.

Lulu Guinness ships to 130 countries worldwide, please view our shipping and delivery page for more details.

Yes, once the order has been dispatched from our warehouse, you will receive a dispatch confirmation email with a link to track your order.

To check the status of your order, simply navigate to the Order History section of your customer account.

For information on delivery charges to your destination, please view our shipping and delivery page.

We include the cost of customs and duties costs in your order, so you won't need to pay for these charges upon your orders arrival.

Please note that US orders are shipped from our warehouse in the UK. New York and New Jersey sales tax applies to all orders placed from these states.

Yes, our nominated couriers will require a signature on receipt of goods. If a delivery has been attempted and is unsuccessful, the courier may deliver to a close neighbour or leave a calling card and attempt to redeliver the next working day. Failing this, you will be responsible for retrieving the undelivered parcels or arranging a further redelivery.

Unfortunately our nominated delivery services do not currently deliver to BFPO, P.O Box or Freight Forwarding addresses.

A store collection service is not currently available for online purchases.

All Lulu Guinness leather handbags arrive in their own individual dust bag for storage. Lips clutches, keyrings, card holders, selected wallets, zip pouches and purses are packaged in a black and white Lulu Guinness gift box. Please note that during Sale periods (including Black Friday, Cyber Weekend and Cyber Monday) these gift boxes are not available.

Please note: umbrellas, notebooks, laminates (wallets, iPad sleeves, telephone cases, pouches), nylon items, shoppers, Foldaway Totes, Larysa Totes, Lucy Totes, Luisa Totes, Lily Totes and Backpacks do not come with gift boxes or dust bags.

For further details on specific items, please refer to the details listed on the individual product page.

All products come in a white or brown box. All luggage is delivered in an appropriate sized discreet brown box, padded out securely. All hard sided luggage comes with an easily removable protective film on the front and back.

All items should be returned to the place of purchase. We do not offer exchanges online, however we can offer a refund to the purchasers account. No refunds will be made to third parties. Please note that if you send a gift internationally taxes and duties may apply be applicable to the recipient on delivery. You will need to warn the recipient of this or they may refuse the delivery.

Returns are accepted up to 28 days from your order date. Please note that returns made outside of this period will not be accepted. Your statutory rights are not affected.

For more information about Returns please view here.

The Lulu Guinness handbag collection has been specifically designed to include many unique fabrics. Because the fabric has been specifically created, natural variations and textures may occur. Incidental marks, tonal changes and/or textural variations on leather should not be considered as imperfections. They are characteristic of the skillfully tanned skins, which give our bags their luxurious appearance.

Bags that include beads, ribbons, small plastic parts and/or other delicate trims should not be worn against delicate clothing. They are not suitable for children. We strongly recommend that you treat your bag delicately. Avoid getting your bag wet or over exposing to direct light and heat. Prints, dyed fabrics and leathers are not guaranteed to be colourfast. Always take care and avoid wearing with light colours to prevent colour transfer. If the accessory has a frame it should be utilised gently to maintain its original shape and function.

For more information visit our Bag Aftercare Guide.

You can browser through the various categories listed in our top navigation menu. Alternatively, if you know the name and/or SKU (product code) of the item you are looking for you can type this into the search box in the top right hand corner of the website.

If an item is out of stock it will not be easily visible on the site. To check the availability of an item please email us at customercare@luluguinness.com

The item may be available from one of our stores, but we would advise you to contact them directly. Contact details can be found here. Please note that you will have to visit the store in person to make a purchase.

You can also request to be notified by email should the item come back into stock. Simply click on the Notify me when back in stock button and enter your contact details.

Yes, gift cards are currently available to purchase online. Our gift cards are delivered by email and have no additional processing fees. Gift cards cannot be exchanged or returned for cash.

Give them the gift of choice and shop our gift cards here.

For more information about our gift cards including how to use your voucher, how to check your card balance and terms and conditions click here.

For access to all Social Media pages, click on the individual icons found on the footer of all pages on the website.

For more information about the Lulu Loyalty Proagram please click here.

If you need to contact us regarding your online order, our customer care line is open Monday to Friday from 11.00 am to to 5.00 pm (GMT or BST). You can call us on +44 20 4538 1352 or fill out our contact us form here.

Please note that our response time can take up to 3 working days. During Sale periods where we receive a high volume of orders and enquiries there may be a delay in our response times. Our UK Head Office is closed on weekends and national Bank Holidays.

Find your size using this helpful size guide.

Find your size, any way you measure it and view our size guide.