Delivery Locations
Products ordered via the Website can only be delivered within the UK (see definitions at top)
Our carriers are unable to deliver to the following locations: Airports, Hospitals, British forces Post Office (BFPO) and HM Prisons. We will also at our discretion exclude delivery to any addresses which are considered to be insecure.
Standard and Express delivery is not available to the following locations:
- The Scottish Highlands,
- Scottish Islands,
- Isle of Wight,
- Isle of Man,
- Northern Ireland; and
- Channel Islands
- Europe
Express Delivery
Express delivery orders will be delivered within one (1) – two (2) working days.
ALL deliveries will be made between 9.00 a.m. and 5.00 p.m. Monday – Friday (excluding Bank Holidays).
Express delivery costs £7.95 for the entire order – no matter how many items you buy.
Please note the following conditions:-
- Order by 1.00 p.m. Monday – Friday and receive your delivery within one (1) working days.
- Order after 1.00 p.m. Monday – Friday and receive your delivery within three (3) working days.
- If you order anytime between 1.00 p.m. Friday up to 1.00 p.m. Monday, you will receive your delivery Tuesday to Wednesday.
- If you order after 1.00 p.m. Sunday, you will receive your delivery on Tuesday.
- Unfortunately we are unable to deliver on a Bank Holiday; please bear this in mind when placing your order.
- Any orders placed on a Bank Holiday will be delivered three (3) working days later.
Standard Delivery
We aim to deliver all mainland UK standard delivery Orders within four (4) – five (5) working days providing You place Your Order before 1.00 p.m. Monday – Friday or the timescales set out below. However, sometimes during peak trading times or sale periods, deliveries may take longer.
ALL deliveries will be made between 9am and 5pm Monday-Friday (excluding Bank Holidays).
Standard delivery costs £5.95 for the entire order - no matter how many items you buy. Please note the following conditions:
- Order after 3pm Monday-Friday and receive your delivery within four (4) working days.
- If you order anytime between 1pm Friday up to 1pm Monday, you will receive your delivery by Thursday.
Whilst We will endeavour to deliver Products to You as soon as possible We shall not be liable for any failure to make delivery within either the Express or Standard Delivery time estimates stated above.
Lost Parcels
We will begin Our missing parcels procedure if your Order fails to arrive within 10 days of despatch and You notify Us in writing. We will investigate your claim and if We are satisfied that the non arrival of the Product(s) was attributable to Us then a refund will be credited to the credit/debit card which was used to place the Order. Please note that we may refuse to make future deliveries to addresses that are considered to be insecure. In this event you will be contacted by our service team and asked to provide an alternative delivery location for future orders.
Refunds And Exchanges
We offer a full refund on all online purchases returned in the condition in which they were sold within 14 days, and offer an exchange on all garments returned within 28 days. To exercise your cancellation rights, you must notify us within 7 working days from the day after you received your order.
You should return your items via a secure and insured delivery service (such as Royal Mail Special Delivery), as Lou Molloy cannot accept responsibility for goods not received. A proof of signature is required to confirm receipt. We recommend you keep your tracking number until your refund or exchange has been processed.
We will refund postage for any faulty items returned to us, however we cannot accept liability for an item until it has been returned to us and has been confirmed as faulty.
Returns are usually processed within 48 hours of receipt. However, please note that during our seasonal sales and periods of promotional activity, processing may take longer.
Lou Molloy cannot accept responsibility for items not received.
Every delivery comes with a ‘Despatch Note’ listing the contents. You need this document to make a return. You will need to choose the most appropriate ‘reason’ code on the despatch note and then enter the relevant code alongside each product you are returning. This will help us improve the quality of our service in the future. Please remember to enclose the completed despatch note in the parcel You are returning. For reasons of health and hygiene, grooming products, products for piercings and intimate wear (including underwear, swimwear and loungewear) are non returnable. This does not affect your statutory rights.
To Return An Item
In order to return an item(s), please email Us at returns@loumolloy.com. Please ensure you state your order number, items you wish to return, Your full name and address.
Please ensure you return your item(s) back to Us within the original packaging where appropriate. Please use a secure, insured and tracked delivery service (such as Royal Mail Special Delivery or equivalent), as Lou Molloy cannot accept liability for any items not received.
All returns must be returned to the below address:
Lou Molloy
1 Millbank House
Riverside Business Park
Wilmslow
Cheshire
SK9 1BJ
Please note that for security reasons we cannot accept returns by hand, any returns delivered directly by customers will be refused.
All refunds will be made via the original method of payment.
In the unlikely event you receive an incorrect or faulty item from Us we will refund any return postage costs incurred. However we cannot accept liability or comment on if an item until it has been returned, assessed by our Returns Team and confirmed as faulty. Please refer to the following section to return the item to use.
Returning Via The Post Office
Delivery cost to return items is the responsibility of You. We will not refund the postage cost of items returned to Us. Do remember that You must post the Product(s) within Our 14 day approval period - and that it is vital to obtain a free Certificate of Posting from the Post Office, This is your proof should any returned parcel go astray and it should be kept in a safe place It also contains a unique reference number, which You can use if You have a query Please don’t send any payment with the returned Product(s).
IMPORTANT TO REMEMBER - If You are returning Product(s) paid for on your credit or debit card, We will make a credit adjustment directly to your card account, Please remember that if You can’t produce a Certificate of Posting from the Post Office then We will not be able to credit your account if the parcel goes missing. Please note we will refund You the original cost of delivery of items to You ONLY.
Any items returned after 28 days will be refused and returned to you.
Returns are usually processed within 48 hours of receipt. However, please note that during busy periods such as seasonal or promotional sale along with Christmas & New Year processing may take longer.