Lulu Guinness Reviews 

Lovely bags but worse customer
Service I’ve experienced . I mistakingly ordered a bag twice, when I contacted company to cancel one I was told I was to late it was already on system !
So I returned one via Royal Mail and obtained postage receipt the price of this bag was £111 . I received email two weeks ago confirming return had been received with correct order number etc
I contacted customer care on Friday to ask about my refund I sent copies of their confirmation of return etc
I have now received £24 refund for a completely different order a deficit of £87 and in spite of the confirmation I received they say there is no record of this order !!
I will never buy Lulu guiness
again the bags are beautiful but after service terrible !
In past two months I’ve bought six bags and only returned this one .

Nice bag, probably not worth £20 and gutted that friend was here when it arrived and said the identical bag was £15 full price at Waitrose and she had bought it very recently half price in there for £7.50 .

Unfortunately I can only give one star, as I had to cancel the order 9 days after it was made due to an issue that led to a majority of the orders being recalled (LG said a DHL issue, DHL said it was an LG recall so I don't know who is correct) and so missed the date I needed it by to take on holiday. I ordered on 31/7 and on 8/8 after emailing customer services to find it where it was, I was told the original order had been returned and my order was being sent out a second time, I cancelled. The only option for delivery was £6 for 2-3 day delivery.

I suspected something was amiss when I started to receive 'how to care for your new bag' emails and a quite specific feedback request about the delivery experience before I received the actual parcel. Going online I saw a lot of confusion from people who had also ordered the same thing but who haven't been told that there was a delivery issue although they had been waiting a week for their purchase, despite having paid the £6 delivery charge for 2 to 3 days. Following my feedback that I hadn't yet received my parcel, was disappointed by this, and so couldn't provide feedback, I got a reply of what looked like a cut and paste email that there was a delivery issue and the bags would be sent out ASAP. It felt like the feedback request was a way of finding out who had and who hadn't received their orders without being transparent about the fact that there was an issue upfront. The fact I found out via a customer forum before the company themselves is not what I expect from a reputable brand.

To add insult to injury, I wasn't offered any kind of recompense for the delivery service that I have paid for and yet had not been provided, but I was offered free delivery off my next order which just added a really bad taste – to me it just said ONLY if you spend more money with us, will we make up for the bad experience that you've had this time - this is before the bag has even been sent out again! I mean, did I get delivery in 2-3 days as paid for? No. So a refund for that would be the appropriate thing to do. So instead I cancelled. And I'm only writing this review because I've received yet another feedback request for this order that a) didn't arrive within an acceptable timeframe and b) was ultimately cancelled.

Things go wrong, everyone knows this – but what really matters is how it's dealt with. Had a refund been issued for the postage I would've been more than happy to complete my order and leave positive feedback about how the issue was handled. However, then comes the confusing communications - asking for feedback on an order when you can see on your own tracking that the order hasn't been delivered, asking for reviews when the orders were cancelled that shows that things just aren't joined up. I know these things are often automated but even so, this still shouldn't happen. I do have to say that everyone I spoke to was really nice and helpful, but I don't feel that this was dealt with a transparent or appropriate manner, and so I bought my holiday tote elsewhere. This was my first experience of shopping with Lulu Guinness direct, so I can only base my review on that, however I don't expect to be giving them my business again anytime

Magnificent bags, exceptional service and super fast delivery! Loved the new tote bags for summer and day to day backpacks.

I am a Lulu Guiness fan and have many handbags.
I recently bought a pair of earrings which I was not entirely happy with.
I contacted their Customer Service and a lovely Lady called Daniella replied. Her attitude and service was fantastic. I have worked in a customer facing industry so can understand how a good customer service experience is key to a business.
Daniella was professional but understanding and I am very happy with the outcome.
Thank you Daniella for all your help.

I purchased last minute a bag for my friends birthday. I emailed customer service as I wanted to receive next day delivery so i could give to my friend so she could take away on her holiday. I thought it would be a push but was very impressed it did arrive the following day of ordering and was so beautifully packaged. The bag was gorgeous so may have to treat myself!

Purchased hand luggage case (hard case) had delivered April 2024, only used on a plane 3 times and that was with me under seat so not thrown around. Used it in this country to visit family so again not thrown around. Took on holiday in July and at the airport in UK whilst walking through duty free the strap handed snapped. The actual clasp snapped and bag fell to floor. Thankfully bag ok one mark but strap now useless. This is the sort of case you need strap to carry as handle not great. Emailed Lulu Guinness on return, sent photo's explained everything and they have now come back saying out of warranty and here are some people you could pay to have a repair job done. Now yes it is out of warranty but the workmanship is not up to standard and they should be the ones to sort out the problem. All that is needed is a new strap, not the case but the cost of buying or having it fixed for a customer is very unfair. You purchase from what you think is a quality company and expect quality goods but in fact they are poor workmanship and the company do not want to know. Would not buy from them again and would suggest customers think seriously before buying.

Response to Lulu Guinness reply
Thank you for your reply, but I have already done this and this was the reason I have let customers know that you aren't interested in your customers and are happy to sell poor quality goods to us. Your Customer Service team have emailed today saying nothing they can do and there are some contact people I can contact and pay for the repair myself which is not fair as this item is faulty or just really poor quality.

Having purchased a lovely bag for a birthday present it was clear on giving the present that it wasn’t what was wanted. I bought on 8 July for a birthday on 31 July. Clearly I had to purchase in good time and couldn’t give it before the birthday.

I contacted Lulu Guiness customer service to see if I could return it. I realised I was about 10 days outside their 14 day returns period, but thought they might be a bit flexible given the circumstances. I would even have accepted a credit note.

But no! There was a definite refusal to even consider helping.

I’m not even able to exchange for a more acceptable item.

Given this experience I wouldn’t recommend Lulu Guiness to anyone and won’t be buying from them myself again.

It’s a pity because I do like their quirky designs. But if there’s no commitment to customer service why would you deal with this company.

PostScript after LG reply:
The reply from LG simply reinforces my belief that there is no commitment to customers. I will definitely never buy from them again and will recommend friends and family to avoid them as well.

Beautifully made products and good prices.
Had a small discrepancy which was quickly sorted by Daniella. Amazing customer service! Would definately recommend products, delivery and service

I made a purchase recently and even though the item came faulty, customer service was the best.I had a response within 24hr, Nikki and Danielle helped so my item could get replaced with no problem. Best customer service team

Ordered a bag that didn’t arrive. Admittedly, this was DPD that was at fault. I opened the issue with customer service. Rather than sending out a replacement, they’ve opened up an investigation that has been open over a week. I’ve not received my bag and they’ve kept my money. Despite asking for a replacement as it is a birthday present, I’ve been told to wait for the investigation to conclude. Appalling customer service. Being treated almost like I’m lying. Will never buy anything from them again.

I recently had a very good experience with customer service. It was reg. an order for which I needed to cancel after having ordered, I was afraid it was not going to be possible as normally they ship and make you pay return instead. However, it was not the case here and they did so nicely and kind. Very satisfied as sometimes this happens.
Will place order again and trust you can always find help with the team.

Absolutely appalling - do not purchase from this company. I purchased one of the acrylic lip handbags in February. I opened the package fully one month later to use it only to find that there was a crack on the underside. To confirm I have never used the bag and it still has all labels attached. Customer service are saying that as it is over 14 days since purchase they will do absolutely nothing. They are blaming me for the damage when I have never even used the bag.

Great bag bought as a gift…very quick delivery

Incredible shopping experience from Lulu - customer services were so helpful and ended up getting the bag of my dreams - the iconic lips clutch in red!

Purchased the birdcage bag for my niece which arrived broken with uneven and snagged stitching, a broken tweeter and the base buckled and unsecured to the sides. Bag is made from CARDBOARD with a price tag of £345. Nobody seemed surprised that this was the quality of merchandise they are sending out and there was no apology for the quality or hassle/disappointment. They hung on to my money for weeks. They stopped replying to my emails until by chance I filled in an online satisfaction survey then suddenly got an email saying my order had been refunded; only my name needed to be filled in and they didn't do that either. This is another level of bad and a whole month of hassle just to get my money back. Special shoutout to Daniella for reaching a new level of vacuous. They are exploiting their customers, are lazy, rude, indifferent and their product is just trash.
EDIT: Lulu Guiness could not respond to my emails or refund my money for weeks but within a couple of hours they had tried to remove my review. Strangely- someone has posted 'don't listen to bad reviews' as if this was a direct response to what I had written. I suggest you do. I didnt look at reviews for this established company to my detriment and I'm furious they try to silence the customers that have been treated poorly. And I'm fairly sure the person who has posted 'don't listen to bad reviews' is a friend of the company as nobody who is a long term customer would suddenly decide to write a review like that.

Had to return tshirt as did not fit over 3 weeks now since tracking shows returned but no refund ! . Emails responded to with generic response , live chat and phone line never open . I remain with no product and no refund . I did initially plan to buy different size as liked the product but now wont reorder of purchase any other items for fear of needing to return !

Do not purchase from this company. They are dishonest and liars. I have been waiting for a clutch to come back in stock for week. despite the fact that they claim they don't know when things would be restocked, I received a Facebook. message telling me that the item that I wanted would be posted on the website "soon" I immediately wrote back and asked why they couldn't just send me an invoice or tell me when it would be posted. I received no response. I sat on the website for a few hours and saw nothing posted. after too much time spent, I fell asleep. I woke up this morning to receive a message telling me that the clutch posted and was immediately sold which I know was a lie. Im disgusted as to how they would to something like this. It should not be this difficult to purchase something. I have disputed the clutch I already bought and will be sending it back as I want nothing to do with a company that would behave this way. Integrity is everything, and they do not have it!

The bag did not fit my phone so had to go back (this is a basic requirement of any type of bag these days). Ok, my fault for not getting out a measuring tape before buying. This wasn’t a big deal and expected a smooth refund transaction.

Disappointing packaging - black and white and very cheap in appearance for a not cheap product.

Finally, I posted it back (had to go to Royal Mail - no other option) received an email it’s arrived and… nothing. No refund. Write customer service who directed me to their policy that it takes up to 14 days to process and refund. Very matter of fact, not apologetic. I read a response to one of the posts here and it’s the same tone - it really does not paint the brand in a good light.

This refund delay of hundreds of pounds is unacceptable. If your warehouse and finance teams are functioning in this way, there’s a fundamental operational problem. I used to work for a Richemont brand and this is simply wrong, not how luxury works, and a great way to anger customers. Do better.

So here I am, writing my first Trustpilot review because I’m so irritated with Lulu Guinness.

EDIT: they received the bag on 17/02. I received the refund on 10/03. 22 days after they received the item, or, if you want to be generous, 3 working weeks…

My husband purchased me the red lips clutch bag on 24/12/25 unfortunately he did not read the spec....what man does? And did not realise it would be too small to accommodate a phone.
He gave me the bag yesterday as it is my very special birthday and he knew this was the bag of my dreams.
He realised that he should have ordered the medium sized one.
He reached out to them as soon as I had unwrapped the bag and explained he should have ordered the medium size, he asked if he could return it ...obviously unused and pay the difference a further £100 for the medium size. He was not asking for a refund. He got a standard reply saying as it was past the 14 day refund policy it could not be returned or exchanged there was no budging on their part.
I find it hard to believe that if someone purchases an item for a gift then they cannot exchange it for an alternative item because the person purchasing ordered it prior to the receivers birthday not realising that if it was the wrong item that the receiver would be able to exchange it.
We are only talking about 14 days after the expiry returns period, surely they could use some discretion. I cannot even use tge bag it is far too small its impractical.
From a reputable company this leaves a very sour taste for something that has been on my bucket list for years.
Really disappointed in them and feel very badly let down.