Terms & Conditions

TERMS AND CONDITIONS/LEGAL

These Terms and Conditions shall apply to all contracts entered into by Lucille London ("Lucille London", "we" or "us"). By placing your order with us you are accepting these Terms and Conditions. Where you do not accept these Terms and Conditions in full, you do not have permission to access the contents of this website and should cease using it immediately.

DUTIES AND TAXES

UK & EU - Orders are inclusive of VAT, please contact our customers services team for a VAT invoice if you require a different invoice to the confirmation invoice you will receive after purchase. USA and ROW - Orders are exclusive of UK sales tax (VAT).

Duties and taxes for international orders will be due upon delivery and are the customer's responsibility. Lucille London will not be held liable for international duties, taxes and customs charges. We recommend you contact your local customs authority to determine a landed cost price prior to purchase completion.

Lucille London is not responsible for any delays caused by destination customs clearance processes.

COOLING OFF PERIOD

Customers are legally entitled to cancel an order within 14 days of receipt of the product and to return it for a full refund. As many of our items are made to order, we will provide a full refund by way of store credit on account for you to use at Lucille London.

Any orders where the parcel is rejected by the customer or returned due to non-payment of international duties/customs charges will not be eligible for a full refund and deductions will be made to any store credit applied to the customer's account following the safe return of the parcel and its contents. These deductions will cover all costs incurred by Lucille London (including but not limited to: customs charges, international duties, shipping and insurance costs relating to the delivery and return of the parcel, and any other administration and miscellaneous costs incurred as a result of non-payment of international duties). No cash refunds will be offered in these instances.

OUR COMPLETE SATISFACTION PROMISE

Lucille.london (‘Lucille London’) guarantees your total satisfaction with our products and services. In the unlikely event that you are unhappy with your purchase, you should contact us in writing via email within 14 days of receipt of order to arrange a return and once we have received the returned items we will be happy to offer you either an exchange or full refund by way of store credit on account minus any postage costs.

All items must be returned to us unworn and with the presentation box, protective packaging and any tags or free gifts included. We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable store credit accordingly.

Please note that

Bespoke, customised, or made to order items are considered Special Orders, which means that the item will be made or customised especially for you; because of this, these pieces of jewellery cannot be exchanged or returned under any circumstances. For reasons of hygiene, we are unable to offer exchanges or refunds on earrings.

PROMOTIONS AND OFFERS:

*Sale

Existing promotions and offers such as birthday codes and welcome codes cannot be used in conjunction with any sale that may be offered by Lucille London. Returned sale items will be refunded at the discounted price paid.

*Promotional codes

Promotional codes cannot be used in conjunction with any other offer or promotion. Lucille London reserves the right not to apply discount or fulfil orders where it suspects fraudulent use.

PRICING, PAYMENTS AND DELIVERY

The prices payable for goods that you order are as set out in our website. Our prices are in UK£, US$, HK$, Aus$, Can$ and Euros. If you purchase in another currency, currency fluctuations and credit card charges may make a difference to the amount billed on your credit card.

Please see our Shipping page for information on timings and costs of delivery. We will use our reasonable endeavours to deliver the goods or services within the times indicated. However, where delivery times and dates are given, they are for general guidance only and we will not be held liable for late delivery of goods caused by circumstances beyond our reasonable control.

RETURNING AN ITEM

Please get in touch with our customer services team to request a return or exchange and we will provide you with the delivery details. For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us. We strongly advise that the item is sent by courier, such as DHL Express, and that the item is fully insured during shipping. We are happy to arrange the return shipping for you in certain circumstances; This will be at your expense except where an item is faulty. The costs incurred will be deducted from any store credit that may be refunded following a return, or where no store credit is owed, we will send an invoice to you via email for these costs.

Returns from outside of the UK must be shipped with correct and accurate customs forms that are clearly marked as a UK RETURN otherwise any import taxes or duties charged to Lucille London will be deducted from the return store credit amount, along with any payment processing fees and exchange rate losses. Original shipping and insurance costs are non-refundable.

We do not accept returns on sale or layaway items.

Please note that

Any orders where the parcel is rejected by the customer or returned due to non-payment of international duties/customs charges will not be eligible for a full refund and deductions will be made to any store credit applied to the customer's account following the safe return of the parcel and its contents. These deductions will cover all costs incurred by Lucille London (including but not limited to customs charges, international duties, shipping and insurance costs relating to the delivery and return of the parcel, and any other administration and miscellaneous costs incurred as a result of non-payment of international duties). No cash refunds will be offered in these instances.

CONTRACT FOR SALE

The advertising of products on this site is an 'invitation to treat'. That means your order is an offer, not a contract of sale between you and ‘Lucille London’, so prices and stock availability won't be contractually confirmed until you receive the 'confirmation of order' email despatched once credit card authorisation has been confirmed and stock levels have been checked. These terms and conditions cannot be varied except by changes made by ‘Lucille London’ on the site, which we may make from time to time. In particular, nothing said by any representative of ‘Lucille London’ will operate as a variation to these terms and conditions or constitutes a legal representation on behalf of them.

RECEIPT OF ORDER

‘Lucille London’ must receive payment in full for your order before it can be accepted. Once your credit card has been authorised and stock is checked, we will send you an email receipt confirming your order. Please keep this receipt for your records. ‘Lucille London’ reserve the right to refuse to supply to any person for whatever reason.

CANCELLATIONS AND EXCHANGES

Depending on the status of your order, it may be possible to cancel an item or change your order prior to dispatch. If you need to make any amendments to your purchase, please get in touch with us via email as soon as possible using the details on the Contact page of our website.

DEFECTIVE AND DAMAGED ITEMS

In the unlikely instance that you receive an item that is defective, damaged or not what you ordered, please contact us within 7 days. Customer Services will help you resolve any issues as quickly as possible by replacing the item, delivering another item by way of an exchange, or refunding the amount paid. The faulty item will need to be returned to us by post to the returns address we will provide to you and we must be in receipt of the item before we process an exchange.

CUSTOMER CARE

If you need assistance for any reason, please contact customer services. Representatives are available 9.00am to 5.00pm (GMT) Monday to Friday. We accept American Express, Electron, Maestro/Switch, MasterCard, Solo & Visa, PayPal, Clearpay, and Klarna. To securely receive your payments over the Internet we use Secure Sockets Layer (SSL) technology, which is the standard internet practice and means your details are protected. Please don't try to send orders via email, as we cannot guarantee any secure transmission of details. If you're still worried about security over the Internet, then please contact us by email.

DISCLAIMER

‘Lucille London’ works to keep the site up to date but cannot guarantee that this site and its contents are completely free of technical errors, incorrect prices or information. By using this site, you acknowledge that you assume full responsibility for all costs associated with all necessary servicing or repairs of any equipment you use in connection with this site. We are also not liable for any damages associated with use of this site however caused. If you are not satisfied with the site, then please email us with your comments. However, your only legal recourse is to stop using the site.

CUSTOMER RESPONSIBILITY

‘Lucille London’ cannot guarantee that the sale and delivery of its goods to your particular country or location is permissible, so please be aware of your own geographic import restrictions. This site and its contents will not constitute the basis for any contractual commitment between ‘Lucille London’ and any prospective customer in any jurisdiction in which the solicitation of interest or the offering of or sale of products by ‘Lucille London’ would contravene any applicable local, regional or national legislation. No prospective customer should seek to make any order through the site from jurisdictions in which it would be illegal for ‘Lucille London’ to sell products.

LEGAL GOVERNANCE

Your use of this site and any contract between you and ‘Lucille London’ for the sale of products shall be governed by and shall be construed in accordance with the laws of England and Wales and shall be subject to the exclusive jurisdiction of the Courts of England and Wales. If any provision of these terms and conditions shall be unlawful, void or for any reason unenforceable, then that provision shall be deemed severable for these terms and conditions and shall not affect the validity or enforceability of any remaining provisions.

All materials including images, illustrations, designs, layout, photographs, written and other text or script that are part of this site are protected by copyright, trademark, trade dress and/or other intellectual property rights owned, controlled or licensed to ‘Lucille London’. The site as a whole is protected by copyright and trade dress, all worldwide rights, titles and interests in and to which are owned by ‘Lucille London’. The contents of the site and the site as a whole are intended solely for personal, non-commercial use. You may only download or copy the contents and other downloadable materials displayed on the site for the sole purpose of placing an order with ‘Lucille London’ or using the site as a shopping resource. No right, title or interest in any downloaded materials or software is transferred to you as a result of any such downloading or copying. You may not reproduce (except as noted above), publish, transmit, distribute, display, modify, create derivative works from, sell or participate in any sale of, or exploit in any way, in whole or in part, any of the contents, the site, or any related software.