Delivery Update 25th March 2020:
We hope you are and your loved ones are keeping safe and well in these unprecedented times with the global pandemic and the changes to our daily lives we are facing. We wanted to inform you of the steps we’re taking to continue our focus on keeping people safe and healthy.
All of our office staff are now working from home and still available on the usual email ID's and email@example.com. Our phone lines are not being manned however if you have any urgent queries about orders and deliveries you can contact Sam on 07951208778.
Our order processing key worker heroes continue to process and send you your orders in a clean and safe environment, following strict social distancing and government guidelines. The working days and hours have been reduced to Mondays, Wednesdays and Fridays and the order cut of for same day dispatch has been moved from 15:30 to 12:30. This may mean it takes 1 day longer for your order to be dispatched but rest assured your order will be sent to you within 2 working days.
Our delivery partner key worker heroes are still operating a full service but as you can imagine are extremely busy at this time, this will mean orders may take 1 or 2 more days to arrive than the expected delivery time and we hope you can understand any delays due to the circumstances. We can also help make things as helpful as possible for the delivery drivers by following the correct guidelines. Carriers are operating on a non-contact delivery basis. This means that customers will not be signing for deliveries. Carriers will be taking the name of the recipient and taking a photo of the property the goods have been delivered to. Please where possible use home delivery addresses so that someone is there when the delivery arrives, it you are out daily exercising we understand! However please use residential addresses and not a business address as this could lead to problems with so many people working from home.
Our returns address has now changed to ensure that returns are processed in a non contact environment, please ensure all returns are sent to the address below until further notice:
6 Westons Way
Stay safe and take care
Lucy & Sam Team
Orders placed before 1 PM Monday to Friday will usually be dispatched the same working day. Orders placed after 1 PM will be dispatched the next working day. Orders placed over the weekend will be dispatched the following Monday.
Standard UK delivery orders are sent using Hermes on a tracked 48 hour service. Express UK delivery orders are sent using DPD will be delivered the day after dispatch. Express orders placed before 1 PM will arrive the next working day, orders placed after 1 PM will arrive in 2 working days.
At busy times, during public holidays, please allow 7-10 days to receive your goods or use Express delivery for urgent deliveries (UK only).
UK standard delivery £3.99
UK express delivery £7.49
International orders will be sent using Royal Mail standard service and will arrive in 5-7 days.
Europe and Ireland standard delivery £9.99
Free Europe and Ireland delivery for orders over £80
Rest of world standard delivery £14.99
Free Rest of world delivery for orders over £100
Orders will be sent to the address given when placing the on the website. We can not change the item or delivery address once its dispatched or take responsibility for lost or stolen items if parcels are left somewhere different from the address given.
If your address details are entered incorrectly and shipped, please be aware that we will charge shipping again to resend it out to you
If your parcel has not arrived, then please do contact us within 28 days of the order. After this time, we are unable to track parcels and issue refunds.
Returns and Exchanges
We hope you are more than happy with your Lucy & Sam products but if you are not entirely satisfied we are happy to refund or exchange any item purchased via our website within 28 days of purchase. Please email us at firstname.lastname@example.org or call us on 0207 498 8256 to request a refund or exchange.
Returns must be unused and in a re saleable condition, with all original packaging and labeling included.
Delivery costs and return costs will not be refunded unless the item is faulty.
You will find our returns address on the dispatch note that you receive with you order, if you can include the dispatch note with your return or alternatively a note of your name and order this will ensure we are able to process your request as quickly as possible.
Please send the returned goods to:
Lucy & Sam
Diamond Logistics Bristol Ltd
Unit 3, The Old Mill