1. About us
lucee.co.uk is run by Lucy & Friends Ltd, trading as Lucee.
- Registered in England and Wales, company number 16851947
- Registered office: 1 Chevington road, Chedburgh, Bury St Edmunds, Suffolk, IP29 4UP, United Kingdom
- VAT number: 512823121
- Email: hello@lucee.co.uk
2. These terms and your order
These terms apply to every order placed on lucee.co.uk. Please read them before you order. We may update them from time to time; the version on the site when you place your order is the one that applies.
Our site is for consumers buying for personal use. If you are buying for a business, please contact sales@lucee.co.uk.
When you place an order, you are offering to buy the items in it. We will email you to confirm we have received it. The contract between us is formed when we email to confirm your order has been dispatched.
You can cancel your order free of charge at any time before we email to confirm it has been dispatched. Email hello@lucee.co.uk with your order number and we will refund you in full.
We may decline an order, for example if an item is out of stock or a price is shown wrongly. If we do, we will tell you and refund any payment in full.
3. Prices and payment
Prices are in pounds sterling and include UK VAT.
For delivery to the UK and the EU, prices include all taxes and duties. For delivery elsewhere, your local customs may charge import taxes and duties on arrival. These are your responsibility.
Delivery charges are shown at checkout and on our Delivery page.
We take payment when you place your order. If your card is in another currency, your card provider sets the exchange rate and any fees.
If a price on our site is wrong, we do not have to sell at that price. We will contact you, and you can choose to buy at the correct price or cancel for a full refund.
4. Delivery
Delivery options, charges and estimated times are set out on our Delivery page. Delivery times are estimates. We are not responsible for delays caused by carriers, customs or other events outside our control.
Please make sure your delivery address is correct and complete.
The items are your responsibility once they are delivered to your address. Ownership passes to you once we have received payment in full.
If the carrier cannot deliver your order, they will try again or leave a card. If the order is returned to us, we will contact you to rearrange delivery or refund you.
5. Your right to cancel and return
You can cancel your order for any reason within 14 days of the day you receive it. To cancel, email hello@lucee.co.uk with your order number. You then have a further 14 days to send the items back.
Items must be returned unworn and unwashed, with their tags attached. You may try items on as you would in a shop. If an item comes back worn, damaged or without its tags, we may reduce your refund to reflect its reduced value.
Return postage. Returns from the UK are free: we will send you a prepaid DHL label. For returns from outside the UK, we will send you a DHL label and deduct the return postage from your refund.
Refunds. We refund to your original payment method within 14 days of receiving your return, and aim to do so within 7 working days. If you return your whole order, we also refund the standard delivery charge you paid. If you chose a faster delivery option, we refund only the cost of standard delivery.
We do not offer direct exchanges. Please return the item and place a new order.
Full instructions are on our Returns page.
6. Faulty items
Your legal rights as a consumer apply in addition to these terms, and nothing in them affects those rights.
If an item is faulty, email hello@lucee.co.uk with your order number and a photo. We will send you a prepaid DHL label wherever you are.
- Within 30 days of delivery, you can reject a faulty item for a full refund.
- Within 6 months of delivery, we will repair or replace it. If that is not possible, or does not fix the fault, you can have a refund.
- After 6 months, you may still have rights, but you may need to show that the fault was there when the item was delivered.
Refunds for faulty items include the original delivery charge.
This does not cover normal wear and tear, or damage from washing or care that does not follow the care label.
7. Our responsibility to you
We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care. We are not responsible for loss that was not foreseeable, or for business losses.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.
We are not responsible for delays or failures caused by events outside our reasonable control. If that happens, we will tell you and do what we can to limit the effect.
8. Privacy
We use your personal information only as set out in our Privacy & Cookie Policy.
9. Our site and content
We take care to show our products accurately, but colours can look different from one screen to another. A difference in colour between your screen and the item is not a fault. You can still return the item under section 5.
All images, text and designs on lucee.co.uk belong to Lucee or are used with permission. Please do not copy or use them without our written consent.
We may ask to share photos or posts in which you tag or mention Lucee. We will only share them on our site, social channels or emails with your agreement. You can ask us to remove them at any time by emailing hello@lucee.co.uk.
10. Law
These terms are governed by the law of England and Wales. You can bring a claim in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in your local courts. If you live in the EU, you also keep the protection of the consumer laws of your own country.
11. General
These terms are the whole agreement between you and us for your order.
If a court decides that part of these terms is invalid, the rest still applies.
If we do not enforce one of these terms straight away, we can still enforce it later.
You may not transfer your rights under these terms to anyone else without our written agreement.
12. Contact and complaints
If you have a question or complaint, email hello@lucee.co.uk. We reply within three working days, Monday to Friday.