Delivery & Returns
- Where Do You Deliver?
We ship internationally to all countries with the exemption of Russia, Mainland China and a few others. If in doubt please email firstname.lastname@example.org.
- What Courier Company Do You Use?
FedEx UK for all orders within the United Kingdom and FEDEX International for all international orders. From time-to-time we may use a different courier service.
- Can I Track My Order?
Once your order has been shipped you will receive a confirmation email with your FedEx tracking number included. If you want to double check the status of your shipment send a note to our Guest Services team at email@example.com or give us a call +44 207 221 4885.
- Can My Order be Gift Wrapped?
All full priced orders from LUCAS HUGH come gift wrapped in our signature white and gold logo gift boxes. All sale items are wrapped in white tissue paper.
- When Will My Order Ship Out?
Orders placed before 1:00pm (UK local time) will ship the same day, order volume permitting. Orders placed after 1:00pm (UK local time) will be shipped the next working day, and on Friday —or over the weekend—will ship on Monday.
- How Much is Shipping?
- Free worldwide if order value is over £120.
- If order value is less than £120, then the following apply;
- Within the United Kingdom: economy £4.50, next day £5.50
- Same Day between 9am (UK local time) and 4pm (UK local time) within central London, UK: £20, if booked before 12pm. Please contact Guest Services before purchasing via firstname.lastname@example.org for this service.
- EU: starting from £12.50
- USA: starting from £12.50
- Canada, Asia and Pacific: starting from £16.50
Please note that all international orders may be subject to local authority import taxes and customs duties. If these charges apply to your delivery FedEx will contact you by telephone once your shipment has reached customs to let you know the cost of the duty. Please be aware that if you choose not to pay the import charges and have the garments returned to us, we reserve the right to charge you any additional costs incurred for the garments return, including return shipping charges and customs handling fees. Please note that all duties and taxes are already included in all USA orders. As duties and taxes vary from country to country and are dictated by your local government, unfortunately we are unable to provide you with an estimated cost.
- Do I Have to Pay Customs Duties and Import Charges?
Orders from within the EU will not incur any customs duties or import charges. Orders accepted from all other countries including Australia, New Zealand and Canada may be subject to local authority import duties and taxes, which are your responsibility to pay. If these charges apply to your order, FedEx will contact you by telephone once your items are in customs and they will let you know the cost of the duties and/or taxes payable. Please be aware that if you choose not to pay the import charges and have the garments returned to us, we reserve the right to charge you any additional costs incurred for the garments return, including return shipping charges and customs handling fees. As duties and taxes vary from country to country and is dictated by your local government, we are unable to provide you with an estimated cost.
- How Long Will it Take for my Order to Arrive?
- For UK orders, economy 2-3 days or next working day.
- For those need-it-now orders, we offer same day delivery within central London in the United Kingdom
All International orders are shipped using FedEx International Priority. Please allow up to 7 working days for your order to arrive.
If for any reason there is a delay with your shipment, please either contact Lucas Hugh Guest Services or FedEx and quote your tracking number. To avoid disappointment please ensure you allow enough time for your order to reach you.
- Do I Have to Sign for Delivery?
Yes, FedEx require signatures on all deliveries.
- Can I Change the Delivery Address After My Order has been Placed?
If you wish to change your delivery address after you have placed an order, please contact Guest Services as soon as possible, at email@example.com or give us a call +44 207 221 4885. Once your Lucas Hugh has been shipped we are unable to change the delivery address.
- Customised Items
- We cannot accept cancellations on customised orders
- Delivery can take up to 15 working days
- If your order contains non-customised items please contact guest services to confirm if you would like your items to be shipped together or separately
- Additional delays apply during the month of August
For any other queries regarding your order or delivery, please contact our Customer Services at firstname.lastname@example.org.
Returns & Exchanges
- What is Your Return Policy?
You have 30 days from delivery to notify email@example.com that you wish to make a return. Returns will only be accepted if the items are received unworn and undamaged with the tags in place. A quick try-on is completely within reason, an hours HIIT class is sadly not. This does not affect your statutory rights.
We offer free return shipping within the UK for full price items only, simply email firstname.lastname@example.org within 30 days of receiving your order to request a return for a Refund or an Exchange. Please include in the email the collection address, date and time of collection, we will then issue you with a pre-paid returns label. Once the item has been received by our website department and processed you will receive an email with the outcome details. For returns outside of the UK, simply email email@example.com within 30 days of receiving your order to request a return for a Refund or an Exchange. Enclose the item in an approved national mail or courier bag. Please note, if you are returning an item and loss or theft occurs, Lucas Hugh cannot be held responsible. Please ensure that you obtain additional insurance or use a signed for service for additional protection as the parcel will remain your responsibility until it reaches us.
Please note we cannot refund shipping costs or any taxes/duties incurred for international and sale orders.
- CUSTOMISED ITEMS:
We cannot accept any returns or exchanges, this does not affect your statutory rights. We cannot accept cancellations on customised orders.
- How Do I Start a Return or Exchange?
To start a Return or Exchange email firstname.lastname@example.org to notify us that you are sending items back for return/exchange. Then pack up the not-quite-right items along with the filled-out packing slip.
We are unable to provide return shipping labels for international returns and therefore, international return shipping costs are the customer’s responsibility. You can send your Lucas Hugh to the address below: Lucas Hugh Attn: Returns 204 Latimer Road London, W10 6QY United Kingdom. We recommend using a reputable service with tracking so we can have eyes on where your returns are. Please make a note on the Commercial Invoice that these items are being Returned to Vendor with no commercial value, and use each item’s listed price as its value. Once we receive your return we will contact you via email with the status of your refund and/or exchange.
- How Do I Exchange or Return a Gift?
Email our Guest Services team at email@example.com with the following details:
- Gift giver’s name / email
- Order number (if possible)
- Your Shipping Address
- Digital Gift Card or Exchange? If exchange, what would you like?
Exchanges will be sent out as soon as the original items arrive. If you can’t decide what you want to try next, we can also email you a digital gift card for the original amount paid for your gift.
- How Long Does a Refund or Exchange Take to Process?
Refunds and Exchanges are typically processed 2-3 working days after we receive the return. Once your return has been checked in, give 3-5 business days for refunds to be credited to your account and 1-2 business days for our team to pack and ship any exchanges, inventory permitting. Once we receive your return we will contact you via email with the status of your refund and/or exchange.
- What if My Item is Damaged - How Do I Repair it?
In order to return a faulty garment please email firstname.lastname@example.org for approval. Please enclose your original order number and a return address in with the faulty item and return to Lucas Hugh Head Office address below. Once received, our QC team will assess the damage and where possible the item will be repaired. Please allow up to 2 weeks for the repair to be carried out. When complete we’ll return your item to the address provided. Unfortunately, we cannot guarantee an item is repairable until it has been assessed.
- Attn Lucas Hugh: Returns
- 204 Latimer Road
- United Kingdom
For any other queries regarding your order or delivery, please contact our Customer Services at email@example.com