Shipping Policy

At Lucy & Joe, we are committed to ensuring your order reaches you safely and efficiently. This Shipping Policy outlines how orders are processed, dispatched, and delivered. We currently ship exclusively to customers within the United Kingdom.

1. Order Processing & Dispatch

Orders are typically processed and verified on the same day they are placed, provided they are made during standard business hours (Monday to Friday). Orders placed on public holidays or over the weekend will be processed on the next business day.
Once verified, items are prepared and dispatched from our central international logistics facility within [1 to 6] working days (Monday to Friday).
While we always strive to guarantee timely delivery, promotional periods or high-demand sales events may experience minor processing delays.

2. Estimated Delivery Times

We ship to customers within the United Kingdom from our overseas fulfillment partner. Standard estimated delivery times are as follows:

Standard Delivery: Typically [10 to 20] business days (Monday to Friday), depending on product demand, customs processing, and destination. Confirm this against your actual carrier data before publishing — shipments from China to the UK often run in a similar range to US shipments, but check with your fulfillment partner rather than assuming.
Peak Periods: During high-volume periods (such as holidays, major sales events, or peak logistics seasons), shipping may extend to 3 to 4 weeks.
All shipments include a tracking number so you can monitor your parcel's progress from dispatch to delivery.

3. Customs, Duties, and VAT

All products are shipped directly from our central international warehouse outside the UK.
If Lucy & Joe is registered for UK VAT [confirm before publishing]: VAT is charged and included at checkout for orders with a consignment value of £135 or less, in line with HMRC's rules for overseas sellers. No further import VAT should be charged on delivery for these orders.
If Lucy & Joe is not yet VAT-registered, or for orders where the consignment value exceeds £135: your order may be subject to import VAT, and in some cases customs duty, collected by the courier or Royal Mail/Parcelforce before or on delivery. These charges are outside our control and are the responsibility of the customer, unless VAT has already been collected at checkout.
Remove whichever of the two bullets above doesn't apply once your VAT registration is confirmed — publishing both at once will read as contradictory to a customer.

4. Important Delivery Guidelines & Responsibilities

Address Accuracy: Customers are fully responsible for providing an accurate and complete shipping address at checkout. Once a shipment has left our warehouse, external carriers do not allow us to change the delivery address.
Incorrect Addresses / Uncollected Parcels: If an incorrect address is provided and not corrected within our processing window, or if a delivery attempt fails and the package remains uncollected past the courier's holding limit, the package may be returned or considered lost. In such cases, refunds are not issued, and re-shipment costs will be borne by the customer.
External factors such as customs clearance procedures and carrier delays may occasionally impact transit times.

5. Contact Information

Store name: Lucy & Joe

Company name: Yusuf Agir LLC

Registration Number: 42-3392831

Business Address: 34 Amanda Rd, Sudbury MA, 01776 United States.

Warehouse Address: 35 Parkfield Ave, Bootle L30 1PG, UK

Email: info@lucyandjo.com

Phone: +44 1507 309327

Customer Service Hours:

Monday to Friday: 9am - 6pm (BST)

Saturday and Sunday: Closed