Customer Services
Data Protection & Privacy
Disclaimer of Liability
Ethical Sourcing
Exchange & Returns
International Delivery
Lost & Damaged Goods
Order Cancellation
Order Requirements
Out of Stock & Product Pre-Orders
Product Descriptions
UK Delivery

 

Customer Services

If you have any other queries regarding our products or services, Customer Services are contactable through:

• - Our Contact Form (located on our Contact Us page);
• - Email: info@lemonlulondon.com ;
• - Telephone: 0845 060 8899
• - Address: Lemonlu London Ltd, 89 Honeycrock Lane, Redhill, RH1 5JN, UK.

Data Protection & Privacy

Lemonlu London Ltd takes your privacy very seriously.

Our Privacy Policy, which sets out how we will use your information, can be found in the Privacy Policy section. By using this website, you consent to the processing described therein and warrant that all data provided by you is accurate.

All sales and transactions undertaken by Lemonlu London Ltd are in accordance with the following Acts:

• - Consumer Protection Act;
• - Data Protection Act;
• - Sale of Goods Act.

For more details on the above, please see here: www.ico.gov.uk OR www.direct.gov.uk

Disclaimer of Liability

The material displayed on this website is provided without any guarantees, conditions or warranties as to its accuracy. Unless expressly stated to the contrary to the fullest extent permitted by law, Lemonlu London Ltd and its suppliers, content providers and advertisers hereby expressly exclude all conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity and shall not be liable for any damages whatsoever, including but without limitation to any direct, indirect, special, consequential, punitive or incidental damages, or damages for loss of use, profits, data or other intangibles, damage to goodwill or reputation, or the cost of procurement of substitute goods and services, arising out of or related to the use, inability to use, performance or failures of this website and any materials posted thereon, irrespective of whether such damages were foreseeable or arise in contract, tort, equity, restitution, by statute, at common law or otherwise. This does not affect Lemonlu London Ltd's liability for death or personal injury arising from its negligence, nor for fraudulent misrepresentation, misrepresentation as to a fundamental matter or any other liability which cannot be excluded or limited under applicable law.

Ethical Sourcing 

Lemonlu London Ltd endeavours to the best of its ability to ensure that all its suppliers are ethical and responsible employers.

Exchange & Returns

We undertake to provide only goods of the highest quality. However, on rare occasions, products may be found to be unsatisfactory, faulty or defective. In such cases, we offer a full refund or exchange, provided that the goods are safely returned to us within 28 days of receipt of the original package.

Please note we cannot offer exchange or refund on earrings, for hygiene reasons.

Please note that we only refund postage costs in the case of faulty or defective goods, provided these are flagged to us within a reasonable period following receipt of the items in question.

Instructions for Returns:

1. - Email returns@lemonlulondon.com for a Returns/Exchange Form;
2. - Complete the Returns/Exchange Form noting the reason for return (in case of defective goods). Please retain a copy for your reference;
3. - Return the package by Recorded Delivery or Courier to: Lemonlu London – E&R, 89 Honeycrock Lane, Redhill , RH1 5JN , UK;

Instructions for Exchanges:

1. - Please follow the above Instructions for Returns AND;
2. - Clearly specify the Product Name & Product Code of any replacement goods on the Returns/Exchange Form.

Please ensure you do return the package by either Recorded Delivery or Courier. Lemonlu London Ltd cannot be held responsible for returned items that are lost in transit.

International Delivery

Lemonlu London offers the following International Delivery Options:

Standard Delivery - European Union

• A flat rate of £8.95 applies to all deliveries in the EU, irrespective of order value.
• Our larger items cannot be shipped internationally without prior agreement from the team. Please contact us if you would like to discuss shipping arrangements for large items.

Deliveries will take 7 to 10 working days and are fully tracked, provided we have received the full and complete delivery address (including company name where applicable).

Standard Delivery - Worldwide

• A flat rate of £16.95 applies to all deliveries outside the EU, irrespective of order value.
• Our larger items cannot be shipped internationally without prior agreement from the team. Please contact us if you would like to discuss shipping arrangements for large items.

Deliveries will take 7 to 10 working days and are fully tracked, provided we have received the full and complete delivery address (including company name where applicable).

Lemonlu London is not responsible for any Customs Charges that may be applied. Clients ordering from outside the EU must accept full responsibility for Customs Charges themselves.

Lost & Damaged Goods

To ensure our goods reach clients in good order, Lemonlu London Ltd dispatches all packages by Courier.

In the event that goods arrive damaged please follow the Exchange & Returns Instructions listed above. Please note that we only refund postage costs in the case of faulty or defective goods, provided these are flagged to us within a reasonable period following receipt of the items in question.

In the event the goods do not arrive please either fill out our Contact Form, email info@lemonlulondon.com or phone 0845 060 8899 clearly stating the Order Number provided in your Order Confirmation Email. We will endeavour to find out from the Courier Company what has happened to your goods.

Order Cancellation

Lemonlu London Ltd offers all clients to possibility of cancelling orders provided this takes place prior to dispatch. Once dispatched, you must follow the Exchange & Returns Instructions listed above.

Order Requirements

When you place an order, we require the following details to be provided:

• - Full Name;
• - Email Address;
• - Credit or Debit Card Number, Card Expiry Date and Card Security Code;
• - Contact Telephone Number.



We may, unless otherwise advised, pass your telephone number to our couriers or delivery agents, in case they need to contact you to arrange the processing or delivery of your order.

As a valued client you therefore undertake that:

1. - All details you provide to us for the purpose of purchasing goods or services offered on our website are correct;
2. - The Credit or Debit Card used to make a purchase from us is your own or your company's card; that you are authorised to use it, and that there are sufficient funds or credit facilities to cover the cost of any goods or services ordered from us.



We reserve the right to obtain validation of all Credit or Debit Card details before providing any goods or services.

Once your order has been dispatched, the Contract between you and Lemonlu London Ltd is completed.

In certain cases Lemonlu London Ltd may be unable to complete the requested transaction for the following reasons:

• - The product you ordered is Out of Stock;
• - We are unable to obtain authorisation for your payment;
• - We have identified a pricing or product description error;
• - The customer has failed to reach any order criteria set out in the Terms & Conditions;
• - Force Majeure.

Should we encounter any of the abovementioned problems with your order, Customer Services will contact you either by email or by phone.

We reserve the right to reject any offer of purchase by you at any time.

Out of Stock & Product Pre-Orders

We pride ourselves on the diversity of our range, sourced from all over the world. As a result, however, lead times for certain items may be longer than others.

We invite clients who are interested in certain Out of Stock items to register their interest with us OR to Pre-Order the item, dependent on the lead times of our suppliers. We endeavour to provide approximate lead times for each item but these may vary depending on the intricacy of the piece and availability of materials. In the event that the order times are longer than anticipated, we will call you or email you to keep you informed.

If you have any queries about your Pre-Ordered Goods please contact us:

• - Using our Contact Form (located on our Contact Us page);
• - By email at info@lemonlulondon.com ;
• - Or call us on 0845 060 8899;

Product Descriptions

Lemonlu London Ltd endeavours to provide simple, clear and thorough Product Descriptions. All sales from our website are subject to the Product Descriptions provided. However please note:

Many of our products are handmade by artisans and craftsmen around the world. Frequently therefore the products you receive may vary slightly from our Product Descriptions. This is part of the charm of our product range and we do our utmost to ensure that the variations are not faults or defects. Should the product variation not be to your satisfaction, please see our Exchange & Returns Policy above.

UK Delivery

Costs :

• - Delivery on orders over £75 is free;
• - For orders below £75, delivery to anywhere in the UK is £3.95.

Deliveries require a signature and it is therefore crucial that you provide the full and correct delivery address (including company name if applicable).

Dispatch:

Orders will be dispatched once:

1. - Full payment has been approved;
2. - Your delivery address has been verified.

Delivery Times:

For orders placed before 1pm on weekdays, delivery should be within 5 working days. This applies only to items clearly marked as in stock and available for immediate dispatch.

Please allow up to 7 working days for delivery to Northern Ireland and the Channel Islands .