"My husband purchased me the red lips…"

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.

"I'm considering returning it"

The quality of lulu guinness has changed. I've had bags in the past that have been perfect and looked good years later, I should add that I take very good care of them. A designer piece doesn't come easily to me, it's a treat, I save up for a long time for something special. In this case it was the red lips vanity and I was so excited. The description said it comes with a storage box, which I would expect and I imagined opening the packaging to see the lulu branding which would then sit in my wardrobe looking fabulous. But there was no branding, no luxury designer experience. The box it came in with labels, tape and scuffs was the storage box which opened to reveal a case in a plastic bag. This was so disappointing. I actually got a better experience from temu with its lovely tissue paper wrapped vanity case in a dust bag inside a box, for 1/8 of the price last year. It may seem petty, but as I said, this is hard come by for me, a designer item is a big saved up for treat. This fell flat and before I fully unpack it, I may just decide to return it.

"Great customer service "

I recently had a problem with a purchase from Lulu Guinness and contacted them with my concerns. My mail was responded to immediately and then within 24hrs my concerns were addressed with a more than satisfactory outcome!
Thanks for great Customer Service !

"Customer Services were brilliant"

Customer Services were brilliant! They dealt with my query really quickly and I am very grateful, especially Daniellla, who was really kind and caring.
Thank you all very much.

"Bag not that great"

Bag not that great. Returned it virtually unpacked. Taking soo long for refund. Customer service don't pick up phone. Never again will I use this.

"Absolutely love my BLACK RIVA FRAME…"

Absolutely love my BLACK RIVA FRAME CLUTCH bag!! And awesome customer service also...whenever I have questions, all my emails replied promptly thus helping me to decide on the which bag to buy...it's so easy having a piece of mind knowing what I've purchased plus fast arrival too.
The bag is beautiful ,awesome product!!! Love it love it...tq so much !! I wl be back for more..

"Save your money for a bag that…"

Save your money for a bag that functions and a company that respects its customers
I have had decades of fun buying and enjoying Lulu Guinness handbags, purses and accessories. All without fault until two years ago. Within a couple of months of careful use the clasp snapped off my Esme bag - I contacted Lulu Guinness customer care and supplied them with clear photos of the fault. They replaced the bag and I was happy the hassle of emails, photos and returning the faulty bag was over.
Life events took over and my replacement Esme sat in its dustbag unused until the summer of last year and by December the same fault appeared. Now I had a replacement bag with the exact same fault (so much so that the photos looked like they were the initial ones I had sent) I thought I would just cut my loses on a bag with such an obvious manufacturing fault and in early January I requested a refund.
I did everything customer service asked for and was just fobbed off with a generic “past our 12 month warranty, here’s a company that we trust for repairs” reply.
I sent them another email with my gireviences that the issue with my Esme Saddle Bag appeard to be due to a manufacturing defect, which I believed renders it not fit for purpose or of satisfactory quality (as per my consumer rights under the Consumer Rights Act 2015. - I understood their warranty period has lapsed, but consumer protection laws ensure that items must last a reasonable amount of time based on their quality and price.)
I was responded with a very wishy chat-gpt like reply with an add on that they would be happy to review with additional photos or information.
I took the time to collate the photos from the original bag and the replacement which were exactly alike in terms of the fault and I also took and sent photos of a bag that I have used extensively for more than a decade with the same clasp that was intact, I also included a screenshot of a one star review on trustpilot that someone had left which had an Esme bag with the same fault. I was confident that this would be enough clear information for Lulu Guinness to accept that it was their responsibility to refund me.
Within an hour I recieved another copy and paste email this time asking me to not contact them again. "As this is our final position on the matter, we kindly ask that any further communication be directed to the repair specialist above.”
I have emailed them asking for confirmation that they understand that the two photos are of the two separate bags with the exact same fault. I have not received any confirmation from Lulu Guinness.
I can only assume this is their new business model - faulty bags and cut a paste customer service, which is not what their prices reflect. Save your money and your time and buy elsewhere.

Update February 6th
As if to prove my point that they have a "cut and paste reply" model for customer service, no one from Lulu Guinness has been in touch with me via email.

"Refused to refund/replace backpack with faulty zip"

I purchased the Millie backpack in July 2024 and after approx 5 months of usage (started using the bag at the end of September), the front zipper pull came off. I reported this to Lulu Guinness who asked for some clarification and photos of the zipper, which I provided. Following this, they asked for pictures of the entire bag which I also provided. They then emailed me to let me know that they would be unable to refund or replace the backpack as they considered there to be significant wear and tear on the bag. Despite me disagreeing with this assessment and clarifying that I had only been using the bag to carry my laptop and some essentials, they remained adamant that they were not going to offer me a refund or replacement. Additionally they told me that they had not received any complaints from other customers, which suggested to them that it wasn’t a manufacturing issue or design flaw. I don’t understand how that could be the conclusion as there are many reasons customers might not reach out to complain. They did offer to refund 10% of the bag price to contribute to a repair cost that I would need to organise myself, I calculated this to be about £14. As I wasn’t happy with the response received, I asked to speak to their complaints department. I was told that because of the small size of the company, there isn’t a complaint department and that this would be escalated for “further review”. I was also told not to contact them any further regarding the issue. I very rarely leave reviews or even contact customer service but I felt that for a bag of this price, it should be more durable and last longer than 5 months. More so, I have never been asked by a company to not contact them anymore - that was disappointing. It’s a real shame this happened because I still love their products but unfortunately I won’t be purchasing anymore in the future.

***Ive also noticed from the response to other reviews that they often mention a 12 month warranty. This was not mentioned or offered to me at any point in my correspondence.

UPDATE: 23/01/25

Lulu Guinness have emailed me to say that they value customer feedback but aren’t able to offer a refund or replacement.

"Handbag damage after only one use"

I resceived a Lulu Guinness handbag as a Christmas present and it got damaged after only one use! I would expect this from a SHEIN bag but not Lulu Guinness.

I was so excited when received this product and after just one use I’m disappointed.

"Doesn’t keep drinks hot let alone warm "

The worst mug I’ve ever used. Left home with hot coffee in ten minutes thrown away cold! Lulu Guiness mug bought in waitrose.
Pretty but useless. I’ve written to them but they mugged me off blaming waitrose. Bears their name their design but they blame the shop that sells it