Terms & Conditions


Welcome to the Luella’s Boudoir website terms and conditions for use. These terms and conditions apply to the use of this website at www.luellasboudoir.co.uk. By placing an order with us you will be deemed to have read, understood and agreed to these terms and conditions. If you are unhappy with any aspect of these then you should contact us before placing an order.

This website and our Terms and Conditions have been designed for use within the United Kingdom and under UK law. Whilst we are happy to consider requests for products and enquiries from outside the United Kingdom, we give no representation or warranty, express or implied that the use of this website or the placing of any order through this website from outside the UK complies with any applicable non-UK laws or regulations. Accordingly, any products or promotions not permitted under your local law are not offered to you. These Terms and Conditions cannot be varied except for changes made by us on the site, which we may carry out occasionally. In particular, nothing said by any representative of Luella’s Boudoir will operate as a variation of these Terms and Conditions or will constitute a legal representation.

A Contract between the customer and Luella’s Boudoir, for the sale of our products will only exist once an order has been accepted, processed and despatched (at which point the buyer’s credit/debit card will be charged for the value of the goods despatched). This does not affect the customer’s statutory rights.

The advertising of products on this site is an ‘invitation to treat’. This means that your order is an offer, not a contract between you and Luella’s Boudoir, until you receive a ‘confirmation of order’ email despatched once card authorisation has been confirmed and stock availability has been checked.

The price and availability of goods is subject to change without notice. This means that the price confirmed after placing the order may be different to that charged at delivery. Every effort is made to ensure that this will not happen – please refer to our returns policy, below. A delivery charge will be added to your order value where appropriate. Please see delivery times and charges below.

Luella’s Boudoir must receive full payment for your order before it can be accepted. Once your credit card has been authorised and stock availability checked, Luella’s Boudoir will send you an email confirming your order. Please keep a copy of this confirmation for your records. We can only accept orders for items that are in stock. In exceptional circumstances, if we are not able to fulfil an order once it has been accepted, your credit card will be re-credited with the original price and we will notify you by email. Under no circumstances will we be liable to you for any additional amounts. We reserve the right to refuse to supply to any person for whatever reason.

Returns Policy
If you are not entirely delighted with the products that you have chosen, you may return them to us within 7 days of receipt. We will be more than happy to offer you an exchange or, at our option, a refund provided that the products are returned complete, in perfect condition, unused, and with the original packaging. (Please refer to the returns section below for items that are excluded from our returns policy).

Making Returns
For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us. Please note that we’re unable to refund return postage. We will only refund or provide an exchange for the costs of postage where the item returned is faulty. We strongly recommend you obtain a free ‘Certificate of Posting’ from the post office, as we cannot accept responsibility for parcels lost in transit. For peace of mind, you may want to send the goods Recorded Delivery, but we regret we cannot refund this charge. You may want to make sure you have sufficient insurance cover, especially when returning valuable products.
Please send your items to: Luella’s Boudoir, 33 Church Road, Wimbledon Village, SW19 5DQ.

Gift returns
Refunds for items bought as gifts can only be given to the original purchaser. If you decide to exchange an item, the purchaser will be informed.

Payment and Taxes
We accept online payment in a secure environment by credit card. We currently accept Visa, Mastercard, Delta, Switch, American Express and Solo. All transactions are shown in pounds sterling (£). All prices quoted on this website are accurate at the time of publication and are quoted in pounds sterling (£) and, where appropriate, are inclusive of UK sales tax (VAT) at the current rate. If your order is being despatched to a destination outside the European Community (EC), your sales tax will be zero. If your order is being sent to a member state of the EC then the selling price will include VAT at the current rate. The current rate of VAT is 17.5% apart from on children’s clothing which is currently zero rated. Any customs or import duties levied once the package reaches your destination country will be your responsibility as we have no control over these charges and cannot predict them. We endeavour to display through this website all items in our current range. We aim to hold stock of all styles and sizes whilst a product is active. However, an item will occasionally be out of stock, and shall be highlighted as such, if this is the case, in your shopping basket. The stock status for your order will also be notified to you on your order confirmation.

UK Delivery
Stock permitting, all orders are usually despatched within the stated delivery time. In the event that an item is temporarily out of stock, we will notify you of the delay and despatch it as soon as possible. Our stated postal charges will apply to all goods. Returns postage is not included.

Conformity of Goods
We take every care to ensure that the descriptions and specifications of our products are correct at the time of going online. However, while the colour reproduction of the products is a close likeness, we cannot accept any responsibility for any variation in colour caused by the browser software or computer system used by you.

Privacy Policy
Luella’s Boudoir values its customers and respects their privacy. We collect customer information in an effort to improve your shopping experience and to communicate with you about our products, services, contests and promotions. We do not sell or rent your personal information to third parties. We do however share your information with our affiliates and under certain circumstances, with third parties that provide services on our behalf or with whom we have partnered to offer a particular product or service.
We never pass your credit card details on to anyone, and they are not stored on our website.

Disclaimer & Limitations of Liability
While Luella’s Boudoir takes all steps possible to ensure that the information on this website is accurate and up to date, it does not give any representation or warranty as to its accuracy or completeness. Luella’s Boudoir will not be responsible for any errors or omissions, or for the results arising from the use of such information. While Luella’s Boudoir takes all reasonable steps to ensure a fast and reliable service, it does not guarantee that your use of this website will be interruption- or error-free and will not be responsible for any disruption, loss or corruption of any material in transit, or loss or corruption of material or data when downloaded onto any computer system. Further, Luella’s Boudoir will not be responsible nor liable for your use of any other websites which you may access via links within this website. Luella’s Boudoir does not control these websites and is not responsible for their content. Any such links are provided merely as a service to users of this website and their inclusion in this website does not constitute an endorsement by, or affiliation with, Luella’s Boudoir. The entire liability of Luella’s Boudoir under or in connection with any contract for any products to which these conditions apply, shall not exceed the price of the products ordered, except as expressly provided in these conditions. Luella’s Boudoir will not be liable to you or deemed to be in breach of the contract by reason of any delay in performing, or any failure to perform, any of its obligations in relation to the products ordered by you if the delay or failure was due to any cause beyond its reasonable control. Luella’s Boudoir may assign or transfer any of its rights or sub contract any of its obligations under these Terms and Conditions to any third party. You may not assign or transfer any of your rights or sub-contract any of your obligations under these Terms and Conditions except with the specific permission in writing of Luella’s Boudoir. No person who is not a party to these Terms and Conditions shall have any right to enforce any term under the Contracts (Rights of Third Parties) Act 1999.

Copyright and Trademark
The contents of these pages (including pictures, designs, logos, photographs, text written and other materials) are the copyright trademark or registered trademark of Luella’s Boudoir Ltd, its content and technology providers and their respective owners.


The copying, modification, distribution, reproduction, or incorporation into any other work of part or all of the material available on this website in any form is prohibited, save that you may:
  • Copy, print or download extracts of the material on this website for the sole purpose of using this website or placing an order with Luella’s Boudoir.
  • Copy, print or download the material on this site for the purpose of sending to individual third parties for their personal information provided that you acknowledge us as the source of the material and that you inform the third party that these conditions apply to them and that they must comply with them.

Our Details
Luella’s Boudoir Ltd
64 Eastcote Avenue
Company Registration Number 5891614
VAT Registration Number GB893725578

Helpful Info
  • How To Contact Us
  • Ordering & Payment
  • Delivery & Costs
  • Returns
How to contact us
We are here to help, so If you have any queries, please contact us by one of the following methods:
  • Email: Please email us at info@luellasboudoir.co.uk or use our online contact us form.
  • Tel: +44 (0)208 879 7744 during normal opening hours.
  • Or write to us at: Luella’s Boudoir, 33 Church Road, Wimbledon Village, SW19 5DQ, UK.

How to order
You can order by using our online boutique, by writing to us, or by simply calling us with your requirements. Please try to order as early as possible and when placing your order remember to look at the stipulated delivery time for your chosen items. If you need items urgently, please contact us prior to ordering and we will endeavor to get your items to you on time.
Although we’re happy to accept orders to compare styles, it is our policy to ship a maximum of 2 for comparison purposes. Please visit our Wimbledon Boutique if you would like to see our full range. (Please note it is advisable to call us prior to visiting to check that we have your chosen styles in stock).

How to pay
We can accept the following credit/debit cards (Visa, Delta, MasterCard, Switch, Solo). If you choose to order and purchase online, your payment is made securely at the time you order via our website. You may also simply call/write/email us with your order if this is more convenient for you.

We are able to accept cheques in £´s (Pounds Sterling) made payable to “Luella’s Boudoir” and showing a valid cheque guarantee card number, expiry date and card limit all printed clearly on the reverse. Credit Notes may be provided in special circumstances and these would be for the value of the goods only and may be redeemed against any future purchase(s), but may not be redeemed for cash.

Delivery methods and costs UK delivery:
£5.95 – Special Delivery: On average, please allow up to 5 work days for delivery once dispatched; however Royal Mail do not guarantee any specific delivery date for this service. Parcels will only be deemed late or lost after 15 work days from posting. Stock permitting, all orders are usually despatched within the 3 working days on receipt of the product. In the event that an item is temporarily out of stock, we will notify you of the delay and despatch it as soon as possible. Our stated postal charges will apply to all goods. Returns postage is not included. Please note we cannot be held liable for any delays caused by strikes or events beyond out control (including but not limited to fuel strikes, postal strikes, customs clearance or overseas postal clearing times). Any delivery timescales are provided as an estimate and are subject to stock availability. Rest assured that if for any reason an item you have ordered is temporarily unavailable, we will contact you with an expected delivery date and keep you up to date on any changes should they occur. Should you decide not to wait for the items to come into stock, you may choose to cancel your order and request a full refund or change your order.

Returns Policy
We are happy to replace/refund accessories, shoes & clothing items provided they are returned to us in the same perfect condition that they were despatched and in their undamaged original packaging (including all enclosed parts e.g. shoe bags, filling, tissue paper and fabric swatches).

Please note: we are unable to accept exchanges or refunds on the following items (unless found faulty):

• Lingerie/swimwear – due to hygiene reasons, unless found faulty.
• Pierced jewellery items (e.g. earrings) – due to hygiene reasons, unless found faulty.
• Made-to-Order or Bespoke items – those custom made for you. This includes items dyed for you, customised products, any item made to your own specification or items made to order especially for you (this shall be stated on our website in the particular item´s full description).
You are legally entitled to be able to cancel your order with us within 7 days receiving the goods however we reserve the right to refuse a cancellation (refund) outside this time frame. We require all goods to be returned to us within a further 3 business days, so please ensure your unwanted goods arrive back with us within 10 work days from delivery.
In the unlikely event that an item delivered to you arrives faulty or damaged in transit please notify us within 3 business days, so that we may arrange a replacement and the return of the faulty goods to rectify the situation.
We regret we are unable to refund postage and packing unless the items are found faulty and are being replaced – in this case we shall cover any costs of returning the items and replace them for you. Should you require a refund only, we are not able to refund the delivery costs, only the value of the unwanted goods that are being returned to us.

Provided any unwanted goods arrive back with us within 10 work days from delivery to you and in the same new and perfect condition as dispatched, we are always happy to exchange them for an alternative which we hope you’ll find far more suitable.

By what method should you return items to us?

We recommend that you use an insured service (such as Royal Mail’s “Special Delivery” for those within the UK) to cover the value of any items you return to us and guarantee delivery speed as we cannot be held liable for any parcels that we do not receive or arrive past the timeframes explained above (items must arrive back within 10 work days from delivery to you). Insured services will also compensate you for any losses or damage. Proof of postage does not guarantee delivery nor does it protect you from losses, delays, or damage to the parcel during transit.

Refunds are made by the same method of payment used to purchase from us and please allow up to 28 days (from our receipt of your unwanted goods or date of order cancellation) for your refund to appear on your bank or card statement. Orders paid for by debit/credit card are refunded back to the same card. Orders paid for by cheque are refunded by cheque. Orders (or part-orders) paid for by Credit Notes shall be refunded by a replacement Credit Note and will not be redeemed for cash.

Sale Goods
Unless otherwise stated, all items in our sales are new, perfect and covered by the same full Returns Policy as our normal priced items. Sale goods may be returned for refund should you find them unsuitable in any way (in accordance with our Terms and Conditions). Exchanges may also be available (at the same sale price), but only if the replacement item you require is also available in our sale.

Your statutory rights are not affected by Luella’s Boudoir’s returns policy.