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Delivery & Returns
Guaranteed Next Day delivery is only available to the UK mainland (excluding the Highlands), if you order before 1:00pm GMT Monday to Thursday, and costs £8.90.
Royal Mail 24 delivery is available for the UK mainland for £4.50 and takes 1-3 working days. Royal Mail 48 delivery is available for the UK mainland for £4.50 and takes 2-5 working days.
Unfortunately, Next Day delivery is not available for Ireland, Highlands, Channel Islands and all UK Offshore Islands.
Signature is required on receipt.
We currently deliver to over 40 Worldwide destinations.
European orders are sent via a standard delivery service and we aim to deliver your order within 7-10 working days for £9.99. A standard delivery service is available for International Orders (Including USA) and we aim to deliver your order within 10-15 working days for £14.99.
However, if for any reason your parcel does not reach you in the stated time, please allow up to 15 working days from the date you have received your dispatch email to contact our Customer Service Dept.
All purchases will be made in pounds Sterling (£) and International credit card providers or banks will determine the exchange rate as required.
Orders placed outside the UK mainland may be subject to duties or taxes due to importing restrictions on certain products and materials. These additional taxes, fees, or charges may apply to your order according to your local legislation, and it is your responsibility to pay this. Any duties or taxes will only apply once your parcel has reached the destination country. We have no control over these charges therefore we cannot advise you of what the costs may be as they will vary from country to country.
If you are unsure about whether the charges may apply to your order it is your responsibility to contact your local customs authority regarding these matters prior to placing your order.
TRACKING YOUR DELIVERY
You can track your order at any time by clicking the tracking number in the dispatch e-mail which is sent to you.
Please click on the tracking link which will take you to our courier's website where you can find out the status of your order.
Please visit our courier's website where you can enter your tracking number to check the status of your order. www.royalmail.com
PROBLEMS WITH DELIVERY
If you are not in when our courier tries to deliver and they cannot find a safe location to leave the package, they will leave a card and then attempt to deliver 2 more times, usually on the following working days.
To arrange a more convenient re-delivery day, please follow the instructions on the card left by the courier.
USING AN ALTERNATIVE DELIVERY ADDRESS TO THE BILLING ADDRESS OF YOUR DEBIT/CREDIT CARD
You can have your order delivered to a different address to the billing address of your debit/credit card. You can enter the delivery address at checkout.
Please ensure that all details are correct before you checkout as amendments to your delivery details cannot be made once your order has been placed.
In the unfortunate event your parcel has been lost or damaged by our delivery partners, please contact us for further investigation. We will submit a claim on your behalf to our delivery partner for the lost or damaged parcel. When the claim is accepted, you will be issued with a full refund including the delivery costs. Please note, a claim with our delivery partners can take up to 28 days, an immediate refund will not be issued. Our parcels are insured by our delivery partners but Zac & Lulu cannot be held responsible for parcels that have been lost/damaged in transit.
ORDERS REQUESTED TO BE LEFT IN A SAFE LOCATION
If you wish to have an order left in a secure, safe location you should contact us as soon as you have placed your order with your request.
Sometimes this may not be possible, but please note that ANY ORDERS LEFT AS REQUESTED BY YOURSELF IN A SAFE LOCATION IS AT YOUR OWN RISK and Zac & Lulu will not be liable to compensate orders that are damaged or lost.
A working day is referred as Monday to Friday. Saturday, Sunday and Bank Holidays are not classed as working days.
Next day delivery orders placed on Saturday, Sunday and Bank Holidays will be dispatched within the next 1-2 working days accordingly.
DELIVERY AREAS IN THE UK
We deliver to UK mainland, Ireland, Highlands, Channel Islands and all UK Offshore Islands but currently we regret we do not deliver to BFPO and PO Box addresses.
CLICK & COLLECT
With Click and Collect at Zac & Lulu, Simply order online and select the Click & Collect option at checkout. Then, pick up your new designer gear at any time between Monday-Friday, 11:30 AM - 6:00 PM.
Is it safe to collect my order?
Our Priority is to keep our staff and customers safe. This is why we have safety measures in place so you can collect your products safely with no worries.
What do I need to bring to collect my order?
When collecting your order, please provide a copy of your order confirmation on your mobile or a printed out copy as proof of purchase.
Can somebody collect on my behalf?
We are happy for someone else to collect your order. However, they must have the copy of the confirmation email.
Can I cancel my Click & Collect order?
If you have changed your mind about the order, you can Contact Us via Email, Telephone, Live Chat and/or Social Media platforms (Such as Facebook), and we will process a refund for you. Visit the "Contact Us" Page.
When returning the item, please ensure that the item is still in its original packaging and condition that we have sent the item to you. If we believe the item is not in a suitable condition when received, we will charge a £15 cleaning fee.
Please note - this information is for the purchase made from www.zacandlulu.com website, not any of our physical retail stores.
If you change your mind about your purchase, please return items in a saleable, unworn and undamaged condition in its original packaging within 14 days of receipt. We will offer you an exchange or refund which will exclude postage costs.
Please allow up to 14 days for this to be processed from the day you return the products.
Please also note that items must be returned with all barcode tags and labels intact. We recommend any returns posted, are sent by recorded delivery as we cannot accept liability for items that do not reach us.
Returns can only be carried out if you return your order to Customer Services at the below returns address.
If you have any issues with returning your items please email email@example.com quoting your order number, name, items you wish to return and reason for return.
All mailed returns should be sent to the following address:
Zac & Lulu
11-13 North Parade
RETURN DELIVERY CHARGES
Unfortunately, we do not offer free returns. When returning unwanted items, you will be liable for the cost of posting it back to us.
We recommend any returns posted, are sent by recorded delivery as we cannot accept liability for items that do not reach us.
FAULTY OR INCORRECT ITEMS
All our items are inspected before dispatch, however, should you receive a faulty or incorrect item please contact us and send the item(s) back to us at the returns address in an unworn condition in its original packaging within 14 days of receipt.
All items are checked when returned and if we find that your item is faulty then we will refund you the full cost of your product including your original delivery charges. Please allow up to 14 days for your refund to be processed from the day you return the products. You will receive an email confirming the refund and the original order value with the refunded amount.
After you receive the refund confirmation email please allow for at least 5 working days for the money to be placed back into your account.
Your card issuer or bank is responsible for crediting your account therefore we do not have any control over the described time frame.
If your card has expired or has been declined we will arrange for another method of payment.
NOTIFICATION OF RECEIPT OF YOUR RETURN
Once your returned order has been processed by our warehouse team, we will contact you via phone or email to let you know.
If you do not receive an email from us within 14 days, please contact Customer Service and we will look into this for you.
Your UK statutory rights are not affected by our returns policy.
Payment & Security
SAFE AND SECURE SHOPPING
Zac & Lulu ensures all packages are safe and secure before dispatch, we use Royal Mail recorded and Royal Mail International Signed for which includes the need of a signature, if ever there is a problem with the delivery all tracking numbers are available on request. Zac & Lulu uses a highly requested and safe payment system as no payment details are view-able by Zac & Lulu.
PRIVACY AND SECURITY
Zac & Lulu is committed to keeping all information private and secure, all privacy and security procedures are covered in our privacy section.