FAQ

Payment

♥ What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, and American Express. We also accept payment by PayPal. If you decide to use Paypal, you’ll be taken to the PayPal website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

♥ Where is my refund?

We aim to process refunds within four working days of an item being returned to us. Please note, however, that your bank may take up to 10 working days to process the payment back into your account. With that said, please allow up to fourteen working days after posting the item back to us before getting in touch about your refund. We'll contact you by email to let you know when your refund has been processed.

My Order

♥Can I place an order without creating an account?
Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time.

♥Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at Lucyandyg@gmail.com just in case there’s a problem with your email/order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

♥Why has my order been cancelled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

♥Where can I find my order number?

Your order number can be found on your order confirmation email or will be printed on the packing slip that is sent with your order. Please quote this number when communicating with our customer service team.

♥How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via Lucyandyg@gmail.com , we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

♥Can I change my address?

If you need to amend your delivery address, please contact Lucyandyg@gmail.com immediately and we will happily change your address for you provided it has not already been dispatched. If it has been dispatched, we may be unable to amend the delivery address as the parcel will be the in the hands of our delivery partners. 

 

Shipping

 

♥How much is shipping?

Shipping takes between 5 to 14 business days. We ship worldwide except to South America. For international deliveries, please allow up to 20 business days. We offer free shipping on all orders over £80. Additionally, all orders over £25 come with a free gift.

Returns

♥What is your return policy?

We want all of our customers to be pleased with their orders. However, if this is not the case, you have 14 days to return your item(s) from date of delivery.

-All returns must include a note of the order number inside or your packing slip - you must tick next to each product you are returning.

-All products must be returned unworn and in the same packaging they arrived in.

-Earrings cannot be returned due to hygiene reasons.

Please send with tracked shipping and keep a note of your tracking number so we can follow the progress of your return.

 

♥My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via Lucyandyg@gmail.com with the details. We’ll respond within 2 working days. If you just don’t like the product for any reason, we’ll gladly accept it back as a return (except earrings which are non-refundable due to hygiene reasons), providing it’s in “as new” condition, in its original packaging with all labels attached.

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♥What if my question isn't here?

If you feel like your question hasn't been answered, please feel free to contact us and we will be happy to help! 

 Lucyandyg@gmail.com (PLEASE ALLOW 1 WORKING DAY FOR A RESPONSE)