Return & Refund Policy

Last updated: August 2026

This Return and Refund Policy explains how you can return items and receive a refund when you shop at Luly & Dee.

Scope and Contact Details

If you have any questions about returns or refunds, you can contact us:

• Customer Care Email: support@lulydee.com

• Customer Care Phone: +44 7460022237

• Business Address: Harm Koningstraat 40, 7742LT, Coevorden, Netherlands (Administrative address only – No returns accepted at this location)

• Support Hours: Monday to Friday, 09:00 to 17:00 (GMT)

Policy Overview

• Return Window: You may request a return within 30 days from the date you receive your order.

• Refund Processing Time: Refunds are issued within 14 days of us receiving your return.

• Return Shipping Costs: Return shipping is paid by the customer, unless the return is due to our error or a defective item.

This policy is in addition to your statutory rights under UK consumer law, including your right to cancel most online purchases within 14 days of delivery.

Order Cancellation

• You may cancel your order within two hours of placing it by emailing support@lulydee.com

• After the two-hour window, an order that has been packed or dispatched cannot be cancelled mid-transit. You can still return the items once you receive them, following the return procedure below.
  
  

• If you wish to exercise your legal right to cancel within 14 days of receiving your order, please clearly inform us by email at support@lulydee.com and return the items to us following our instructions.

Return Conditions

We accept returns under the following conditions:

• Items must be returned within 30 days of delivery.

• Items must be unused, unworn, in their original condition, with all tags attached, and in the original packaging.

• Proof of purchase (order number or email receipt) is required.

• Hygiene Exceptions: Certain items cannot be returned due to hygiene reasons unless unopened and unused (such as underwear, swimwear, or personalized items), unless they are faulty.

We reserve the right to refuse returns that do not meet these conditions or fall outside the return period, except where statutory consumer rights require otherwise.

How to Return an Item

1. Contact Customer Service

   Send an email to support@lulydee.com with your order number, the item you wish to return, the reason for return, and clear photos if there is damage or a defect.

2. Obtain Return Authorisation

   Our support team will provide you with official return instructions and authorization details.

3. Prepare the Parcel

   Place the item securely in its original packaging with all tags attached and include your order details.

4. Ship the Parcel

   Use a tracked shipping method and keep proof of postage. Return shipping costs are your responsibility unless the item is defective, damaged, or incorrect.

   Return Destination Address:
   Company Name: SHEN ZHEN KUAIKUA TECHNOLOGY Co., Ltd
   Street Address: B104, Kaicheng High-tech Park, No. 11, Jiali Road, Dalang Subdistrict, Longhua District
   Postal Code: 518109
   City: Shenzhen City
   Province: Guangdong Province
   Country: China
   Contact Phone Number: +86 188 1438 4655

   Please note: Items sent back to us without first requesting a return via email will not be accepted.

Refund Policy

• Inspection: Once we receive your returned parcel, we will inspect the item and notify you by email whether your refund has been approved.

• Payout: Approved refunds are issued to your original payment method within 14 days of us receiving your return.

• Delays: If you have not received your refund after the indicated timeframe, please check with your bank or payment provider first. If you still require assistance, please contact us at support@lulydee.com.

Exchange Policy

• Defective or Incorrect Items: We offer free exchanges or replacements for defective or incorrect items. Contact us within 30 days of delivery with photographic proof, and we will cover the return shipping costs.

• Size Exchanges: For size exchanges, please return the original item following this policy and place a new order on our store for the desired size.

Exceptions and Special Cases

• Damaged or Defective Items: If your order arrives damaged, please contact us within 30 days of receipt at support@lulydee.com with photos of the damaged item and packaging. We will arrange a free replacement or a full refund.

• Incorrect Item Received: If you receive an item different from what you ordered, contact us immediately. We will cover the return shipping costs and send the correct item.

• Lost Parcel: If your parcel does not arrive within the estimated delivery timeframe, please contact us. We will investigate with the carrier and, if confirmed lost, arrange a free replacement or full refund.

Processing Timeframes Summary

Company Information

• Store Name: Luly & Dee

• Company Name: AxD Projects

• Company Registration Number (KvK): 42037217

• Customer Support Email: support@lulydee.com

• Customer Support Phone: +44 7460022237

• Business Address: Harm Koningstraat 40, 7742LT, Coevorden, Netherlands (Administrative address only – No package returns accepted here)