FAQs

HELP CENTER

Frequently Asked Questions

Find quick answers about ordering, payments, shipping, tracking, sizing, returns, and refunds.

Can’t find the answer you need? Contact us at info@lulualo.com. We usually respond within 24 hours on business days.

PROCESSING
1–3 Business Days
WORLDWIDE DELIVERY
7–14 Business Days
USA WAREHOUSE
3–7 Business Days
RETURN REQUEST
Within 14 Days

Orders & Payments

How do I place an order?
Select the product, choose your preferred color and size, add it to your cart, and proceed to checkout. Enter your shipping and payment information, review the order carefully, and complete payment.
What payment methods do you accept?
Available payment methods are displayed at checkout. Depending on your country and device, PayPal and other eligible payment options may be available. All payments must be successfully authorized before an order can be processed.
Do I need a PayPal account to pay?
In some countries, PayPal may offer guest checkout that allows customers to pay with an eligible credit or debit card without creating a PayPal account. Availability is determined by PayPal and may vary by country.
How do I know if my order was successful?
After completing your purchase, you should receive an order confirmation email. Please also check your spam or junk folder. If you were charged but did not receive confirmation, contact us with the email address used at checkout.
Can I change or cancel my order?
Please contact us as soon as possible. We will try to change or cancel the order before processing or shipment, but this cannot be guaranteed. Once an order has shipped, it can no longer be cancelled.
Can I change my shipping address?
Contact us immediately with your order number and correct address. We may be able to update it before shipment. After the order has been dispatched, we cannot guarantee an address change or redirection.

Shipping & Delivery

Do you offer worldwide shipping?
Yes. We offer standard shipping to most countries and regions worldwide. Delivery availability may be limited for certain remote locations or restricted destinations.
How much does shipping cost?
LULUALO offers free standard worldwide shipping on eligible orders. If an optional or express shipping method is available, its cost will be displayed at checkout.
How long does delivery take?
Most orders require 1–3 business days for processing. Standard international delivery normally takes approximately 7–14 business days after dispatch. Business days exclude weekends and public holidays.
What is USA Warehouse or Fast Shipping?
Selected products are stored in our USA warehouse and can normally be delivered within 3–7 business days after dispatch. This service is available only for eligible delivery addresses within the United States and products clearly marked “US Warehouse” or “Fast Shipping.”
How can I track my order?
Once your order ships, we will send a shipping confirmation email containing available tracking information. Tracking may take up to 3 business days to show its first update after dispatch.
Why did I receive more than one tracking number?
Products may be shipped separately because of availability or different warehouse locations. If your order is divided into multiple packages, each package may have its own tracking number and arrive on a different date.
Will I need to pay customs duties or import taxes?
International orders may be subject to customs duties, taxes, or import fees charged by the destination country. Unless otherwise stated at checkout, these charges are the customer’s responsibility.
What should I do if tracking says delivered but I have not received it?
Check with household members, neighbors, your local delivery office, and any safe locations around the delivery address. If you still cannot locate the package, contact us with your order number and tracking information so we can assist with a carrier investigation.

Returns & Refunds

Can I return an item?
Eligible items may be returned by submitting a return request within 14 days after delivery. Please contact our customer service team before sending anything back.
What condition must a returned item be in?
Returned items must be unused, unworn, unwashed, and in the same condition in which they were received. Original packaging, labels, accessories, and proof of purchase should be included.
Where should I send my return?
Contact us first to request return authorization and the correct return address. Do not return products to the address printed on the original shipping package, as it may not be an authorized returns facility.
Who pays for return shipping?
If the return is caused by a confirmed defective, damaged, or incorrect item, LULUALO will provide an appropriate solution and cover eligible return shipping costs. For change-of-mind, sizing, color, or preference returns, the customer is responsible for return shipping.
When will I receive my refund?
After the returned item is received and inspected, we will notify you whether the refund has been approved. Approved refunds are issued to the original payment method. Your bank or payment provider may require additional processing time before the funds appear.
What should I do if I receive a damaged or incorrect product?
Contact us promptly with your order number and clear photos of the product, packaging, and shipping label. Please do not discard the item or packaging until our customer service team has reviewed your request.

Products & Sizing

How do I choose the correct size?
Check the size guide and measurements shown on the individual product page. Because sizing may vary between products, do not rely only on your usual size. If you are between sizes or need help, contact us before ordering.
Will the product color look exactly like the photo?
We try to display product colors accurately, but colors may appear slightly different because of lighting, photography, screen settings, and production variations.
How should I care for my clothing?
Always follow the care instructions on the product label or product page. For most activewear, gentle washing in cold water and air drying can help preserve stretch, color, and shape. Avoid bleach unless the care label permits it.
Will sold-out products be restocked?
Some popular styles, sizes, and colors may be restocked, but restocking is not guaranteed. Check the product page regularly or contact us about the specific item you are interested in.
Is LULUALO an official Alo Yoga or lululemon store?
LULUALO is an independent online retailer and is not an official Alo Yoga or lululemon store. But our products are 1:1 replicas of lululemon and Alo products, with matching logos and the same level of quality.

Privacy & Customer Support

Is my payment information secure?
Payments are processed through the payment options presented at checkout. LULUALO customer service will never ask you to send your complete card number, account password, or security verification code by email or WhatsApp.
How can I contact customer service?
Email us at info@lulualo.com or send a WhatsApp message to +86 157 2625 0318. For order-related questions, include your order number and the email used at checkout.
When will customer service reply?
We usually reply within 24 hours on business days. Responses may take slightly longer during weekends, public holidays, product launches, or busy sales periods.

Still Need Help?

Our customer service team is here to help with product questions, sizing, orders, shipping, returns, and refunds.

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