Returns & Refund Policy

1. Order Cancellation and Changes

Orders may be cancelled for a full refund before they have been shipped.

If you need to cancel your order or change the size, color or shipping information, please contact us as soon as possible at info@lulualo.com.

Once an order has been shipped, it can no longer be cancelled or modified. After receiving the order, you may request a return in accordance with this policy.

2. 14-Day Return Period

You may request a return within 14 calendar days of receiving your order.

To be eligible for a return:

• The item must be unworn, unwashed and unused.
• All original tags must remain attached.
• The item must be returned in its original packaging.
• The item must be free from stains, odors, pet hair, makeup and damage.
• You must provide your order number or other proof of purchase.

Items that do not meet these requirements may not be eligible for a refund.

3. How to Request a Return

Before returning any item, please email info@lulualo.com and provide:

• Your order number
• The item you wish to return
• The reason for the return
• Clear photos or videos if the item is damaged, defective or incorrect

After your return request is approved, we will provide the correct return address and return instructions.

Approved returns should be shipped within 7 calendar days after receiving our return instructions.

4. Return Shipping Costs

Damaged, Defective or Incorrect Items

If you receive an item that is damaged, defective or different from what you ordered, Lulualo will cover the reasonable return shipping cost or provide another appropriate solution.

Please contact us within the 14-day return period and provide clear photos or videos showing the problem.

Change-of-Mind Returns

If you are returning an item because you selected the wrong size or color, changed your mind or no longer want the product, you will be responsible for the return shipping cost.

We recommend using a tracked shipping service. Lulualo is not responsible for returned packages that are lost or damaged during return delivery.

We do not charge a restocking fee.

5. Non-Returnable Items

The following items cannot be returned unless they arrive damaged, defective or incorrect:

• Customized or personalized products
• Underwear or hygiene-sensitive items after the hygiene seal has been opened
• Items that have been worn, washed, altered or damaged after delivery
• Items without their original tags or packaging
• Items specifically marked as “Final Sale” on the product page

Clearance items are returnable unless they were clearly marked as Final Sale before purchase.

6. Refunds

Once we receive and inspect your return, we will notify you by email whether your refund has been approved.

If your refund is approved:

• The refund will be issued to your original payment method.
• We will process the refund within 5 business days after approval.
• Your bank, PayPal, card issuer or payment provider may require an additional 5–10 business days to post the refund.

Original express shipping fees and other optional delivery charges are non-refundable unless the return is caused by a damaged, defective or incorrect item.

If a returned item does not meet the eligibility requirements, we may reject the refund or contact you to discuss the available options.

7. Exchanges

If you need a different size or color, please contact info@lulualo.com.

Exchanges depend on product availability. In some cases, the fastest option is to return the original item for a refund and place a new order.

If the exchange is caused by the customer’s size or color selection, the customer is responsible for the related return shipping cost.

8. Late or Missing Refunds

If you have not received your refund after the stated processing period:

1. Check your bank or PayPal account again.
2. Contact your card issuer, bank or payment provider.
3. Allow additional time for the payment provider to post the refund.
4. If the refund is still missing, contact us with your order number.

9. Contact Us

We aim to respond to return, refund and exchange requests within 24 business hours.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.