FAQs | Lucie & Olivia

ORDERING

Order confirmation - once you have placed an order on the website we will email you confirmation showing you details of your purchase, method of payment and delivery information. Please check this information carefully and contact us immediately if there are any errors - quoting your order number. Lucie & Olivia cannot be held responsible for any incorrect information provided.

Order cancellation and amendment - if you wish to cancel or amend your order please contact us as soon as possible and we will accommodate any reasonable changes or amendments if we are able to (please also refer to the RETURNS AND EXCHANGES section for further information). In certain circumstances Lucie & Olivia may cancel the order - this may be due to stock availability or other reasons beyond our control. If your order or part of your order is cancelled then the appropriate refund will be given to the customer within a period of 14 days using the original payment method.

Gifting - if the order placed with us is for someone special then please do let us know and we will include a handwritten message for the recipient, free of charge.

DELIVERY

Postage costs are £3.50 or Free Delivery (UK only) over £60. (Royal Mail Tracked 48) Other options available at checkout. Collection is available on request - collection address is London EN5. Please note that delivery may be subject to stock availability and any amendment to delivery will be advised to the customer.

Delivery address - please ensure the delivery address is confirmed when placing an order on the website especially if this is different to the billing address. Lucie & Olivia cannot be held responsible for any incorrect information provided.

INTERNATIONAL ORDERS - we welcome orders from outside of the UK. Shipping is a flat fee of £15 for a small parcel unto 1.5kg. Please select your destination at checkout - under shipping. Please note that any import duties charged at customs at delivery destination will be payable by the customer.

RETURNS AND EXCHANGES (please also refer to our Terms & Conditions)

Making a return or exchange - we hope that you will be delighted with your purchase from Lucie & Olivia. However, in the event that you change your mind and would like to return or exchange an item please contact us as soon as possible - contact@lucieandolivia or 07957227196. We offer a full refund or exchange for unwanted items as long as we are notified within 7 days and returned (at your expense) within 14 days of receipt - return address is Lucie & Olivia, 28 Baxendale, Whetstone, London N20 0EG. To be eligible for a return, the product must be unused and in the same condition that you received it in the original packaging. Please note that this shall not apply to any defect, failure or damage caused by improper use or improper or inadequate maintenance and care.

Non returnable items - please note that for hygiene reasons we are unable to accept any returns or exchanges on earrings. We are also unable to accept any returns for personalised or bespoke items. We are also not able to accept returns on personalised items unless the item itself is faulty.

Return confirmation - once we have accepted your return or exchange you will receive an email confirmation. Any refunds due, less the appropriate deductions for administration costs, will be made using the original payment method.

Faulty or damaged goods - if you receive a faulty or damaged item from Lucie & Olivia (sorry), please contact us immediately so we can arrange a return and exchange of these goods. If the original item is unavailable for exchange then we will offer an alternative replacement (which matches the same cost of the original item). A refund will be issued if requested using the original payment method. Please note that this shall not apply to any defect, failure or damage caused by improper use or improper or inadequate maintenance and care.

PERSONALISATION

We would be delighted to personalise your beautiful bag for you. We would like to make you aware of a few things.

Personalisation is in gold unless otherwise stated. Please contact us if you would like another colour and we would be happy to accomodate.

The positioning of the personalisation is shown in the product photos. if you would like it done somewhere else on the bag, please let us know. We would be happy to discuss.

If cleaning your item please don’t scrub or rub. We advise you gently dab the area.

Please review your personalised request very carefully before placing your order as unfortunately we can only offer exchanges or refunds on personalised items which are faulty.

PLEASE NOTE - Unfortunately, as these have been specifically tailored just for you, we are unable to offer exchanges or refunds on personalised items unless they are faulty.

CAN'T FIND WHAT YOU'RE LOOKING FOR?

We hope you will be delighted with our product range on the website buf if you're still looking for that something special then please call or email us with a brief and we will see what we can source for you. Often our jewellery is available in different finishes to those shown on the website - silver, gold or rose gold for example- and we also have access to our many different designers to try and find the perfect piece for you.