Shipping


All of our products are shipped from the United Kingdom via Royal Mail. We do not deliver our items ourselves so please take into consideration that we have no control over any orders once we have marked them as dispatched.

Unless stated, our ears are hand made to order and are not ready for immediate dispatch. 

After your payment is authorized and verified your item will be dispatched as soon as possible.

Your order will be sent to the address we are given when you place your order.

Please make sure that this address is complete with a house number, street and post code and that it is the correct delivery address.

Should your order be sent to an address that is incorrect, this is the sole responsibility of the customer and no refund or extra item will be sent. Even if a further email with the correct address has been sent following the order, the initial error lies with the customer (should the email with the correct address not be received by us or be seen in time for example) and no refunds or replacements will be sent. Please note that if you request an alternative postal address you will not be insured for missing items through PayPal.

 

Delivery Estimates

(once dispatched. Does not including processing times)

Delivery estimates are set by the shipping company. We have no further control over items once it has been dispatched. Please note that delivery times may be delayed in busy periods such as Halloween or Christmas.

UK deliveries 

STANDARD 2ND CLASS                               2-3 working days

STANDARD 1ST CLASS                               1-2 working days

1ST CLASS SIGNED                                     1-2 working days

 

Europe deliveries

STANDARD AIRMAIL                                      1-2 weeks

INTERNATIONAL TRACKED                          3-5 working days

 

Australia and USA 

STANDARD AIRMAIL                                      2-3 weeks

INTERNATIONAL TRACKED                          5-9 working days

 

Rest of the World

STANDARD AIRMAIL                                      2-3 weeks

INTERNATIONAL TRACKED                         7-15 working days

 

Working days indicates Monday - Friday and does not include Public Holidays or weekends. Please take this into consideration when ordering and waiting for an order.

 

No sign of your order?

If you are still to receive an item after the estimated delivery date please be patient and give it a few of days, just in case there has been a delay at the Post Office.

Still no sign and in a panic? Have a look at our check list to see if you can find it. 

  • Is the delivery address correct? Sometimes PayPal may have put your old address even if you have moved several years ago. 

  • Have you checked the tracking code? Use it on the Track and Trace section of the Royal Mail website.

  • Double check you haven't had a card left to say that someone has tried to deliver or see if it's been left in a random 'safe' place or with a neighbour that has forgotten to let you know. (It happens!)

  • ALSO check at your Post Office to see if they're forgotten to leave a card in the first place. Believe us, we get several customers a week with this problem. We get it, the posties are very busy and it's easy to forget!

  • Done all this and still no sign? Then please send us a message and we will do our best to try and solve the situation.

Please be aware that we have exactly the same information as you once we have dropped an order with the Post Office. We have no access to anymore information than yourself once we have shipped an item.

International buyers please be aware that we have no control over local delivery services. Once our Royal Mail service has delivered to your country it is then handed over to your local delivery service. Delays may sometimes be due to customs checks, slow local delivery services or busy periods of the year i.e. Christmas, Halloween, etc.

 

Taxes and Duties

Please be advised that customs charges and/or import duties are determined by the customs office of the regarding destination and where applicable, may be levied once the parcel arrives at the destination country.

The payment of these charges and taxes is the sole responsibility of the recipient and will not be covered by ourselves, LubyandLola. For further details of charges, please contact your local customs office before placing your order.

Please note that in rare occasions custom agents may delay the delivery of some parcels and we cannot be held responsible for this. We ensure all custom labels are filled out correctly before dispatch.

 

Currency Conversions

All of our prices listed on our website are in British Pounds, and you will be charged in British Pounds.The bank that has issued your credit card determines the exact exchange rate that you will pay, but in general it will match very closely with the going exchange rates. 

So please don't panic and think that we have overcharged your account, it will just be that the funds have come out in your local currency instead of the GBP listed on the website,

If you'd like to get an idea of approximately what the exchange rate currently is and work out tutu prices just click the below link: 

XE.com - Foreign Exchange Rate Calculator

 

 

'Lost' Orders

UK customers

Where an order has been dispatched to the customer by LubyandLola, it cannot be regarded as “lost in transit” until 14 working days have passed from point of dispatch. We always obtain proof of postage and if you have chosen a tracked service you will have the tracking code to use on the Royal Mail website.

LubyandLola offer a refund under these circumstances, but is not liable for providing any additional monetary refund in these circumstances. We do not replace lost orders.

Once this period has expired, written notification is required (as with cancellations) within 7 days. LubyandLola reserves the right to refuse any refund if notification of “missing” goods is not received within this time frame. Our email is thetutufactory@hotmail.co.uk, please get in touch if you do not receive a response from ourselves within 48 hours of sending a written notification (during opening hours)

Upon qualifying notification of an order not being received, the LubyandLola team will process your refund, which will then be made within 14 days through your PayPal transaction.

Should missing goods turn up after your refund has been processed, these goods will remain the property of LubyandLola and so should be returned within 7 days.

 

International Customers

For international customers it is one month's wait from point of dispatch must be given for due to the distance your order has to travel and any possible customs delays. We always obtain proof of postage and if you have chosen a tracked service you will have the tracking code to use on the Royal Mail website.

LubyandLola will offer a refund under these circumstances, but is not liable for providing any additional monetary refund in these circumstances. We do not replace lost items.

Once this period has expired, written notification is required (as with cancellations) within 7 days. LubyandLola reserves the right to refuse any refund if notification of “missing” goods is not received within this time frame. Our email is thetutufactory@hotmail.co.uk, please get in touch if you do not receive a response from ourselves within 48 hours of sending a written notification (during opening hours)

Upon qualifying notification of an order not being received, LubyandLola will process your refund, which will then be made within 14 days through your PayPal transaction.

Should missing goods turn up after your refund has been processed, these goods will remain the property of the LubyandLola, and so should be returned within 7 days.

Should any delivery exceed 45 working days from point of order, LubyandLola will offer a refund excluding postage costs, acceptance of which will effect cancellation of your order.

When you purchase from our website you are agreeing to all of the above conditions.