Return and refund policy
Return Window
You have 14 days from the date you receive your order to contact our customer service at info@luluro.com and request a return.
Once your return is approved, the item(s) must be received by us within 28 days of the delivery date. Returns that arrive after this period will not be accepted.
Prepaid Return Label & Return Shipping Cost
All orders include a prepaid return shipping label inside the package. You do not need to fill out a return address or arrange your own shipping. Simply use the provided label and drop the package off with the specified carrier.
- If your return is due to our error (wrong item, damaged, or defective), we will cover the return shipping cost. No fees will be deducted from your refund.
- If your return is for any other reason (such as change of mind, wrong size, or no longer needed), the return shipping cost will be deducted from your refund.
- No restocking fee will be charged.
Returns must be shipped using the prepaid label provided. We are not responsible for packages returned using other shipping methods.
If you lost the prepaid return label, please contact our customer service at info@luluro.com for assistance.
Return Conditions
To qualify for a refund, all returned items must meet the following conditions:
- Items must be unworn, unwashed, undamaged, and returned in their original condition with all tags, ribbons, and packaging intact.
- Items must be free of makeup, deodorant, perfume, pet hair, fake tan, or any other signs of wear.
- Shoes must be returned in the original shoebox and dust bag (if provided).
- Returns that do not meet these conditions will be rejected or may be subject to a partial refund based on the item’s reduced value.
Non-Returnable Items
For health and hygiene reasons, the following items are non-returnable:
- Pierced jewelry
- Shapewear and hosiery (unless the package is completely unopened)
Final Sale Items
Items marked as “Final Sale” are non-returnable and non-refundable.
However, if you receive a defective or incorrect Final Sale item, please contact us immediately at info@luluro.com for assistance.
Refunds & Processing Time
Once your return is received and inspected, eligible refunds are processed within 3 business days.
Refund Timelines:
After the refund is processed, the time it takes for the refund to appear in your account depends on the payment method used. Generally, refunds will be completed within 3-5 business days, though the exact time may vary based on your bank or payment provider's processing times.
If you haven’t received your refund within the expected timeframe, please check with your bank or payment provider first. For further help, contact us at info@luluro.com.
Fair Use & Fraud Protection
We are committed to protecting our customers and business from fraudulent activity. We reserve the right to investigate and take action if misuse of our return policy is detected. This may include denying refunds, flagging accounts, or suspending accounts.
Fraudulent activity includes but is not limited to:
- Claiming an order was not received when tracking confirms delivery.
- Reporting missing items that were delivered.
- Returning more items than purchased.
- Excessive returns or repeated large orders with most items returned.
- Returning items showing clear signs of extended use or wear.
- Sending back items not matching the original order.
- Initiating chargebacks without valid reason.
In serious cases, we reserve the right to pursue legal action if necessary.
Compliance Statement
This return policy complies with U.S. consumer protection laws and is designed to ensure fairness and transparency for our customers. If you have any questions, please contact us at info@luluro.com.