LUTA UK Return Policy
• Royal Mail standard UK delivery – £3.99
• Royal Mail Special Delivery UK – £7.99
• Royal Mail European delivery – £9.45
• Rest of World 1st Class International – £16.63
• FREE standard delivery on all orders over £75 being shipped to mainland UK.
Delivery Notes:
• We are not able to ship to PO box addresses or hotels for security reasons.
• We aim to process your order and have it ready for despatch within a maximum of 2 working days of order confirmation. Our working days are Monday to Friday, 9am to 5pm excluding bank holidays.
• UK standard delivery is a Royal Mail Signed For™ service.
• Rest of world delivery may take up to 7 working days and is non trackable.
CUSTOMS IMPORT DUTY
Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and are not able to tell you what the cost would be, as customs policies and import duties vary widely from country to country.
For further details contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
EXCEPTIONAL DELIVERY CIRCUMSTANCES
In certain circumstances, such as traffic accidents, extreme weather conditions or unforeseen technical problems e.g. postal strikes, we may be unable to fulfil your delivery in accordance with these terms. For such exceptions, we may require additional time and effort to fulfil the delivery. If this occurs, we will make our best efforts to deliver your order as soon as we possibly can.
GENERAL TERMS OF DELIVERY
- We deliver to all UK mainland addresses with a valid postcode.
- Delivery times apply only to products in stock.
- Our couriers work throughout the day, Monday to Friday (excluding bank holidays) so your order may arrive any time between 7.30am and 9.00pm. For Saturday deliveries you can expect your parcel to arrive between 9.00am and 12.00pm.
- We do not deliver on Bank Holidays.
- All deliveries must be signed for by either yourself or a trusted friend/neighbour.
- We reserve the right not to deliver orders if we believe the address is not secure, for example, to communal postal address or a PO BOX – if this affects an order you place, we will notify you as soon as possible.
RETURNS AND REFUNDS
Please make sure you keep your delivery note as it contains the detachable returns slip – you must include the completed returns slip in your returns parcel to receive a refund.
If you are unhappy with your unworn item it must be returned within 15 working days of despatch and must be returned in its original condition, which includes all packaging and labels. The 15 day return period for unworn items starts the day the item was despatched from our warehouse to you. The date you posted back the item must be clearly visible on the returns package, either on the postage sticker or written on. Any unworn items returned after 15 working days of despatch will not be refunded or exchanged and will be returned back to you.
We recommend that you use registered mail to send items back to us as we cannot accept liability for loss or damage in transit. The items remain your responsibility until they reach our delivery team.
Refunds will only be paid once we receive, inspect the item and have accepted the reason for the return as valid, this is why it is very important to include the detachable returns slip shown on the bottom of your delivery note. Without it we will not be able to process the refund. Please allow 30 days for the returns to be processed and refund issued if applicable. Return postage costs for returned unworn items will not be refunded.
Please post your returns package including the returns slip inside to: LUTA Ltd, PO Box 100, Blackburn, BB2 9FL
If your item is faulty or you have received an incorrect item then please call or email one of our advisors for further instructions – the number is 03448546879 (BT customers will pay no more than 5p per minute. Call costs from other providers may vary) and the email address is deliveries@luta.co.uk. Our working hours are Monday to Friday, 9am to 5pm.
Here at LUTA Ltd, we are proud of the excellent durability and strength of all of our products as we manufacture to the highest quality and standards. However, in the unlikely event that the item has a manufacturing defect it may be returned for a refund provided it is returned within 45 days of despatch. This is a reasonable period of time from purchase and falls in line with the provisions of the Sale of Goods Act 1979.
We are not able to refund or offer a warranty on damaged, faulty or incorrect items returned after the reasonable time period of 45 days or if the item is without a clear manufacturing defect. Items that are not deemed faulty will be returned to you. Liability for any claim shall not exceed the purchase value of the product.
If an order is returned to us because no one has been at the shipping address to receive the items and no other arrangement has been made between the customer and the couriers, the item will be refunded minus the cost of the delivery and the cost of the return delivery back to us.
If the customer has refused delivery (with no error on our part) and the item is returned to us, the customer is liable for the cost of the delivery and the cost of the return delivery back to us.
Refusal of correct deliveries is deemed to be breaking our terms and conditions unless there is a mistake with the order or the order has been damaged in transit.