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 processed within 10 business days after we receive and inspect 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 purchase by contacting our customer service team.
If your order has already been processed or shipped, it cannot be cancelled mid-transit. You can still return the items by following the return procedure below once received.
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

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.
Obtain Return Authorisation

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

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

Recipient: Liu Changxing

Address: No.2 freight elevator on the west side of the 3rd floor, upstairs, Yuantong Express, No. 409, Suxi, Yiwu Town

Zip Code: 310000

Province: Zhejiang

Country: China

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 within 7 business days and notify you via email whether your refund has been approved.
Payout: Approved refunds are issued directly to your original payment method within 10 business days after approval.
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 48 hours 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

Stage	Timeframe
Time to Initiate Return	Within 30 days after receiving your order
Time to Inspect Returns	Within 7 business days after parcel arrival
Time to Issue Refund	Within 10 business days after approval