1. How to shop at Luella.com
a. How can I buy things from Luella.com?
You can make purchases from the Online shop by clicking on the 'Add to Basket' button associated with the products you wish to purchase, in the case of items that are available in multiple sizes, you will be required to select a size first before the 'Add to Basket' button appears.
b. How do I know if an item is in stock?
All items are in stock unless 'Sold Out' is displayed, in the case of items with multiple sizes; the sizes in stock will be surrounded by a pink square.
c. Do I need to set up an account to place an order?
No, you can still shop at Luella.com without creating an account. However, registering your details will allow you to:
- Track the progress of your orders online (coming soon)
- View your purchase history - don't worry if you lose your receipts!
- Keep informed of new product releases and the option of reserving your items before release date
- Shop without entering your address details
- Manage your communication preferences
- Be the first to hear about events at Luella
- Invitations to secret sales both online and at the Brook Street store
d. Can I change my shipping address after my order has been dispatched?
We are unfortunately unable to redirect orders once your items have been dispatched, however if the item has not been dispatched we will make every effort to accommodate your address change.
e. Can I add items to an existing order?
Unfortunately, it is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order which contains all the items you require. Please contact Customer Services on (+44)020 7368 8043
f. Which payment methods are accepted by Luella.com?
Luella.com accepts payments by MasterCard, Visa, JCB, American Express, Delta and Maestro debit cards. Please note that all payments are currently in Pounds sterling only.
g. Why do I need to re-enter my credit card details when I add a new address?
For your security, we do not store any credit card information, we will ask you to provide new credit or debit card details every time a purchase is made. We hope you understand that this is a valuable precaution designed to protect your personal details.
h. How do I remove saved credit card details?
For your security, we do not store any credit card details, we will ask you to provide new credit or debit card details for every new purchase. We hope you understand that this is a valuable precaution designed to protect your personal information.
2. Is the product range online the same as in store?
All of the products available at Luella.com are available in our flagship Brook Street store in London, subject to availability. Luella clothing and accessories purchased from department stores or independent boutiques may differ to those seen at Luella.com
3. How do I know what size I am?
| Body size | 6 | 8 | 10 | 12 | 14 |
|---|---|---|---|---|---|
| Chest | 82-85 | 85-88 | 88-91 | 91-95 | 95-99 |
| Waist | 63-66 | 66-69 | 69-72 | 72-76 | 76-80 |
| Hips (lower) |
89-92 | 92-95 | 95-98 | 98-102 | 102-106 |
| Arm Length (from shoulder to wrist) |
59-60 | 60-61 | 61-62 | 62-63 | 63-64 |
| Outside Leg (from waist to ankle) |
106-107 | 107-108 | 108-109 | 109-110 | 110-111 |
4. Does Luella offer a gift wrapping service?
Each order placed with Luella.com is delivered to the recipient with luxury as paramount importance. All leather goods include a felt care bag and all clothing is wrapped in recycled tissue paper to protect them during transit.
5. What options do I have for delivery from Luella.com?
All purchases made at Luella.com are available for delivery to an address of your choice, or delivery to our Brook Street store. You can make your choice during the Checkout Process.
a. How much does delivery cost?
There is a charge of £10.00 (GBP) on all orders being delivered to an address in the UK (not including Northern Ireland). Items to Northern Ireland will be charged at a rate of £ 15.00 per order. The cost of delivering an order to any other location will be dependent on the size and weight of your order and where it is being delivered to. Delivery costs will be calculated and indicated during and on your order confirmation at the Checkout stage.
b. Who will be delivering my purchases from Luella.com?
Luella uses UPS to dispatch goods to your delivery address.
6. Returns Policy
a. What is Luella's Returns Policy?
All Luella products are quality checked at time of dispatch to ensure you receive the same high quality service that you would in-store.
If you believe your product to be not as described, or different to the display picture, Luella are happy to give you an exchange or refund within 10 days of purchase. In order to arrange a refund or exchange, customers are required to telephone Luella Customer Services on (+44)020 7368 8043 to generate a URC in order to facilitate this process. Please note goods returned to Customer Services without a URC will be ineligible for exchange or refund. Once goods have been received by Luella Customer Services, your exchange will be dispatched or your refund credited accordingly. The cost of returning any purchases are the customer's responsibility.
b. Can I return a product bought online to a store?
At this moment in time, all purchases made via Luella.com must be returned to Customer Services in order to action your exchange or refund. See above Returns Policy. However, the Brook Street store in London will happily handle purchases on your behalf and forward these onto Customer Services for processing without cost.
7. What is My Account?
My Account is the section of the website that lets you manage your preferences on Luella.com
In signing up Online, Luella would like to offer you the following benefits:
- Track the progress of your orders online (coming soon)
- View your purchase history - don't worry if you lose your receipts!
- Keep informed of new product releases and the option of reserving your items before release date
- Be the first to hear about events at Luella
- Invitations to secret sales both online and at the Brook Street store
You can also choose how you would like Luella to contact you. If you haven't done so already you can participate by clicking here.
a. I have forgotten my password, what do I do?
If you have forgotten your password, visit the My Account page to have your password emailed to your primary email address.
8. How does Luella handle my personal data?
Luella aims to give you products you will cherish with first class service. Luella promises to keep secret all personal information you share with us, in order to enhance your shopping experience.
Luella uses Secure Trading to handle all online payments. This means that none of your card details are held by Luella, thus reducing the opportunities for misconduct, fraud and identity theft.
9. How can I find out about careers at Luella?
Visit our contact us and select the option to see latest list of career and internship vacancies. If you see a vacancy that interests you, send an email to askus@luella.com including your CV and a succinct covering letter, with the position you are enquiring about clearly indicated in the 'Subject' field.