Delivery & Returns
- Where Do You Deliver?
We ship internationally to all countries with the exemption of a few. If in doubt please email firstname.lastname@example.org.
- What Courier Company Do You Use?
FedEx, DHL, UPS and RoyalMail for all orders within the United Kingdom and FedEx, DHL, UPS, DPD, Deutsche Post and RoyalMail 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 tracking number included. If you want to double check the status of your shipment please 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 12:00pm (UK local time) will ship the same day, order volume permitting. Orders placed after 12:00pm (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 shipping worldwide to most countries if order value is over £200.
- If order value is less than £200, then the shipping cost will depend on the shipping method chosen;
- Within the United Kingdom: starting from £5
- Europe: starting from £15 plus import fees within the EU
- USA: starting from £16
- Rest of World: starting from £20
Please note that all international orders (including the EU but excluding USA) may be subject to local authority import taxes and customs duties. If these charges apply to your delivery the nominated courier will contact you by telephone or email once your shipment has reached customs to let you know the cost of the tax and/or 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 set 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 accepted from all countries (including the EU but excluding USA) may be subject to local authority import duties and taxes, which are your responsibility to pay. If these charges apply to your order, the nominated courier 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 set 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, next working day or Saturday. The Channel Islands may incur an additional day or two
All International orders are shipped using FedEx, DHL, UPS, DPD, Deutsche Post or RoyalMail. Please allow up to 10 working days for your order to arrive. If for any reason there is a delay with your shipment, please contact Guest Services and quote your tracking number. To avoid disappointment please ensure you allow enough time for your order to reach you.
If an order is returned to us due to a failed delivery we reserve the right to charge you for all the return fees including any applicable taxes and/or duties. If an order is rejected or returned due to not wanting to pay the import fees or for any other reason, or if the package is destroyed by FedEx or the local courier company as a result of non payment of the import fees then all costs associated with an order being destroyed and/or returned will be deducted off any refund issued to the customer. If you have any queries please email firstname.lastname@example.org.
- Do I Have to Sign for Delivery?
Yes, most of our nominated couriers will 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 within 30 minutes of placing your order by emailing email@example.com. Once your Lucas Hugh has been shipped we are unable to change the delivery address, and any changes may be subject to additional charges.
- Customised Items
- We cannot accept cancellations on customised orders
- Delivery can take up to 30 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.
- What is Your Return Policy?
You have 15 days from delivery to request your return authorisation by emailing email@example.com that you wish to make a return. Once authorisation and our warehouse return address has been given the item(s) need to be returned to us within 30 days of receiving your order. Returns will only be accepted if the items are received unworn, unwashed, unsoiled and undamaged with the original tags and in original packaging. A quick try-on is completely within reason, an hours HIIT class is sadly not. If item(s) are received outside our 30 days return window, provided the item(s) are unworn, unwashed and brand new with original tags, a store credit will only be issued. This does not affect your statutory rights. We offer free return shipping within the UK on full price clothing only, simply email firstname.lastname@example.org within 15 days of receiving your order to request a return for a Refund or Credit Note. We can then issue you with a pre-paid returns label. If we do not receive an email within 15 days we reserve the right not to accept your return. Once the item has been received by our warehouse and processed you will receive an email with the outcome.
For returns outside of the UK, simply email email@example.com within 15 days of receiving your order to request a return authorisation. Enclose the item in a secure bag or box. 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. We do not offer free return shipping during sale periods.
Please note that Lucas Hugh’s registered office address, at 85 Great Portland Street London W1W 7LT, is unable to accept packages so any returns received at this address will be securely destroyed.
We do monitor the number of returns made by customers and continued returns in breach of our terms and conditions will be flagged and may, at our discretion, lead to the closure of your Lucas Hugh account or future orders being cancelled.
- CUSTOMISED ITEMS:
We cannot accept any returns or exchanges, this does not affect your statutory rights. We cannot accept cancellations on customised orders.
- PROMOTIONS AND RETURNS
- Returning items in bundle or spend X get Y promotions will result in a pro-rated refund being issued which may void the original promotion. This may even result in no refund being issued depending on order value, promotion used and items being returned. If you have any questions or wish to clarify please email firstname.lastname@example.org.
- How Do I Start a Return?
To start a Return please email email@example.com within 15 days of receiving your order to request a return authorisation and that you are sending items back for a refund. 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. We recommend using a reputable service with tracking so we can have eyes on where your returns are. It is important that you please clearly mark the outer package and return paperwork that these items are being Returned to Vendor with no commercial value, and use each item’s listed price as its value. If this request is not followed and any import fees are payable during UK customs clearance it will be your responsibility to pay these, otherwise the item will be returned to you. Once we receive your return we will contact you via email with the status of your refund.
- What is the return address?
Once return authorisation is given we will provide instructions how to return your item(s) including the address of our UK warehouse. Please note that Lucas Hugh’s registered office address, at 85 Great Portland Street London W1W 7LT, is unable to accept packages so any returns received at this address will be securely destroyed.
- How Do I Return a Gift?
Email our Guest Services team at firstname.lastname@example.org with the following details:
- Gift giver’s name / email
- Order number (if possible)
- Your Shipping Address
- Digital Gift Card
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. Gift cards are non transferable and not refundable.
- How Long Does a Refund Take to Process?
Refunds are typically processed 3-5 working days after we receive the return. Once your return has been checked in, please allow another 3-5 business days for refunds to be credited to your account, inventory permitting. Once we receive your return we will contact you via email with the status of your refund.
- What if My Item is Damaged - How Do I Repair it?
In order to return a faulty garment please email email@example.com for approval. Please enclose your original order number and a return address in with the faulty item and return to Lucas Hugh Head Office. 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.
For any other queries regarding your order or delivery, please contact our Customer Services at firstname.lastname@example.org