Return Policy & Process
We would like our customers to be happy with their purchases and, as such, stand behind our products and also work with our customers in a fair and reasonable manner. Refunds are applied to the tender it was purchased with.
If you would like to make a return, please click here to begin.
Frequently Asked Questions
What is Your Return Policy
Need another size or style? No problem! You may return unworn merchandise in its original condition within 30 days of purchase and your original form of payment will be refunded. Please note that we can only accept items that are new, unwashed, unworn, odor-free and with their original tags attached to the merchandise. Given the intimate nature of our merchandise, we reserve the right to refuse an item that does not meet hygiene and health regulations.
Final Sale Items -- All final sale items are non-returnable and non-exchangeable.
When does the 30 day return policy begin?
Our 30 day return policy begins on the day the package was shipped.
Can I exchange an item?
Sorry, we do not process exchanges. We recommend that you return the original item to us and purchase new items through our site.
How do I know if my package has been received?
Unfortunately, we are unable to sift through the return packages to determine if a specific package has arrived. We suggest that customers refer to their return tracking information to confirm if their package was received by Lula Lu.
How long does it take before I receive a refund?
Please allow ten (10) business days for your return to be received and processed. We will send you an email notifying you when the return has been processed. Depending on your financial institution, it can take up to two billing cycles for a refund to appear on your credit card statement. Please contact your financial institution if you have further questions.
How do I ship my return package?
Please ship your package using your preferred shipping method (i.e. USPS, UPS etc). You will be responsible for shipping fees for the returned merchandise. Lula Lu is not responsible for any lost or returned shipments.
Can I return panties?
Yes, you can as long as the panties are new and unworn. Due to hygiene reasons, we cannot accept any returns on panties that have been worn. We reserve the right to refuse any items that appear not to meet health and hygiene regulations.
Can I return swimsuits or bikini bottoms?
Sanitary liners must be attached on all swimsuits returned. We cannot accept returns where liners have been removed, reattached or replaced.
Credit or charges due will be issued to the original credit card, unless otherwise instructed.
What if I receive a damaged or incorrect item?
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.
How do I process a return?
Please click here to begin the return process.
What is your mailing address?
Please mail all returns to the following address.
49 S. Claremont Street
San Mateo, CA 94401