Returns and Exchanges Returns Lula Lu wants you to be happy and satisfied with your purchase. If a product does not meet your expectations, you may return or exchange unworn merchandise within 21 days of purchase. All original tags must be attached to the merchandise and the receipt must be enclosed. IF ITEMS ARE RETURNED WITHOUT THE ORIGINAL TAGS, THE PACKAGE WILL BE RETURNED AND NO REFUNDS WILL BE ISSUED. Panties must be unworn and we will not accept any returns or exchanges on panties that have been worn. Credit or charges due will be issued to the original credit card, unless otherwise instructed.
Please allow ten (10) business days for your return/exchange to be processed and up to two billing cycles for a refund to appear on your credit card statement.
Please note that all sale items are final.
Please follow the steps below for a return or exchange.
1) Call (650) 348-8858 or email us to obtain a Return Authorization Number (RAN). We will not accept a return without a RAN.
2) Complete the return and exchange form enclosed with your order.
3) Fill in the RAN on the return and exchange form.
4) To return an item, fill out the appropriate portion of the form and enclose it with the merchandise you are returning.
5) Please indicate on the form whether you would prefer a refund or an exchange.
6) Send your package, including your return and exchange form, via a prepaid, insured, traceable method to ensure a safe and documented delivery to:
Lula Lu – Returns
212 E. 3rd Avenue
San Mateo, CA 94401-3904
Original shipping fees are not refundable and you will be responsible for shipping fees for the returned merchandise. Lula Lu is not responsible for any lost or returned shipments.
Exchanges Please email us with the item you would like to exchange for prior to shipping so we can ensure the desired item is available. You are responsible for the shipping costs for the exchange and your credit card will be charged.
Damaged/Incorrect Items
In the unlikely event of damaged or incorrect merchandise, please contact us immediately. We will reimburse you for the cost of returning the package to us, and we will not charge you for the shipping costs of replacement merchandise.
Shipping Information
Shipping Information
If your order is placed Monday through Friday, excluding holidays, Lula Lu will ship as soon as possible, pending all items are in stock and credit approval. Our primary carrier is United Parcel Service (UPS), which offers Ground, Second Day Air and Next Day Air.
Estimated shipping charges and delivery times are stated below.
•
UPS Ground ($6.75)* – delivery time 5 to 7 business days
•
UPS Second Day Air ($14.00)* – delivery time 2 business days
•
UPS Next Day Air ($25.00)* – delivery time 1 business day
•
USPS Priority Mail ($16.00) - delivery time 5 to 7 business days (this is for Canadian shipments only)
*These are our minimum shipping charges. If the weight or distance of a shipment causes its shipping cost to exceed these rates, you will be charged the actual shipping rate of the package. Your actual shipping charges will be reflected during checkout.
Sales Tax
Sales tax is only applicable to California residents at 8.25%.
Backorder
If an item is back-ordered we will inform you of the back-ordered item(s). We ship back-ordered items as they become available. Back-ordered items from your order will be grouped and shipped together when it is reasonable to do so. You will only be charged for items when shipped. Back-ordered items will be shipped via UPS Ground or United States Postal Service. In the event of multiple shipments you will not be charged more than your original shipping quote. You will be notified via email if one or more items are going to be delayed beyond the original target date.
Order Tracking
For both UPS and USPS shipments, your email will contain a tracking number you may use to track your order.
Where We Ship Domestic & International We ship within the United States, including Alaska and Hawaii, and to Canadaplus select international countries (please see below for list of international countries). We currently do not ship to PO Box, APO or FPO addresses.
For all international shipments, customers are responsible for paying any customs or import duties. We do not have information regarding duties so please contact your local customs office. Also, payment for international orders is only through Paypal.
