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Shipping & Return Policy

Shipping Information

 
  • Most in-stock items ship within 24 hours of ordering; however, some orders may take up to 48 hours to process.
 
  • Please note that items ordered together may not be shipped out on the same day, and occasionally items may be temporarily out-of-stock or backordered. You will be alerted in either instance and will be provided an approximate date of shipment. Rest assured any shipping delay will be communicated to you at the time of your order. Should any other unforeseen delay occur, you will be notified within 10 days of placing your order.
 
 
 
 

 
 
 

 

Shipping times

  Standard Express (add $10) Overnight (add $15)
Order Submitted By: Ship Date - Receipt Date Ship Date - Receipt Date Ship Date - Receipt Date
Sunday, 10 a.m. EST Tuesday - 5 to 7 business days Monday - Wednesday Monday - Tuesday
Monday, 10 a.m. EST Tuesday - 5 to 7 business days Monday - Wednesday Monday - Tuesday
Tuesday, 10 a.m. EST Wednesday - 5 to 7 business days Tuesday - Thursday Tuesday - Wednesday
Wednesday, 10 a.m. EST Thursday - 5 to 7 business days Wednesday - Friday Wednesday - Thursday
Thursday, 10 a.m. EST Friday - 5 to 7 business days Thursday - Monday Thursday - Friday
Friday, 10 a.m. EST Monday - 5 to 7 business days Friday - Tuesday Friday - Monday
Saturday, 10 a.m. EST Tuesday - 5 to 7 business days Monday - Wednesday Monday - Tuesday



 



 

 

  • Love it?  Wrong Size?  We Care About You!
  • If you are not completely overjoyed with your purchase from Lulu Luna we will happily accept returns within 21 days of the order date.  For a full refund or exchange item must be in original unworn condition, tags must be intact, and item must be in original packaging.  If item is damaged or worn a refund will not be granted. 
  • After 21 days no item may be refunded or exchanged.

Please send your returns to:

Lulu Luna

PO Box 784

1330 Green St

Silverton, CO 81433

  • When Lulu Luna receives the returned item, we will inspect the item to insure it is in original unworn condition, with tags intact, original packaging, and undamaged.  We will issue a refund as quickly as possible to the original method of purchase, please allow up to 10 business days for your refund to be processed.
  • We will refund the amount paid for the item, but usually not the shipment charge.
  • Please send your returns form with your return, this should include your order number.  If you no longer have your return form please email customerservice@lululuna.com. If form is not complete Lulu Luna reserves the right to charge a processing fee which would be deducted from value of the refund.
 
  • Your returned item must be in original packaging, with tags intact, we reserve the right to charge a $2.50 re packaging or tagging fee.  Please make sure that your return is protected, Lulu Luna will not be responsible for items that are damaged during shipping while item is being returned.
  • Lulu Luna cannot accept returns on pierce earrings, under garments, or hosiery due to hygiene reasons.  Extenuating circumstances, if item is very different from the online description or the item is faulty. 
  • With all returns it is your responsibly to ensure that the item reaches us.  We at Lulu Luna cannot issue a refund for items that do not arrive or arrive damaged.  It is very important that you package your so that it is protected when it is returned.
  • You may wish t o obtain proof of postage or purchase delivery confirmation at the post office to help make certain your item's arrival.  You will need proof of purchase to claim a missing package.  At Lulu Luna we will do try to find your missing package, but we have to reserve the right to not issue a refund is your item does not reach us.  We cannot issue reimbursement for additional postage charges, ie: delivery confirmation, or insurance, etc.
  • Please allow up to 7 days for you package to reach us, and keep in mind you must send it so that Lulu Luna receives the item within the 21 day return policy.

How to Return Your Item:

  1. Fill out the return for included in your order
  2. Attach the return address label on the bottom of your return form to the outside of your package, and decide the suitable method of postage to return your item.  The cost of returning the item is the responsibility of the buyer.
  3. It is a good idea to obtain proof of postage purchase or purchase delivery confirmation.
  4. Send your unworn item back to us in the original packaging.
  5. Once Lulu Luna receives and inspected your returned item we will send you an email to inform you that we have collected your item and are processing your refund.
  6. Please allow 10 business days for your refund to be processed and for it to appear on your credit/debit card statement. 

 

Exchanges

  • Got the Wrong Color or Size?
  • Lulu Luna can offer free exchanges within the United States! Exchanges are for the same item in a different size or color only.  It is subject to the availability of the inventory. 
  • If you wish to exchange an item, please notify us via email at customerservice@lululuna.com subject line Exchange, this is so Lulu Luna can check the inventory.  Lulu Luna we will issue your exchange as soon as we have received your original item.  All exchanges are subject to terms and conditions of returns, item must be in original packaging, unworn condition, tags intact, and undamaged.
  • If you decide you are unhappy with your exchange and wish to return it, you must return your exchanged item within 21 days of the original item's receive date.  If you need a different item, you must place a new order and return the item you no longer want for a refund (see above).

 

Return Information

The Nitty Gritty:

  • Lulu Luna will NOT accept any returns for items outside of the 21 day return period.  If the item has been worn, has stains or smells, tags have been removed (unless item is damaged due to manufacturing).  All returns must be returned in original packaging with return form enclosed.
  • All items will be inspect before a refund will be issued.  All items that are returned worn, stained, scented (perfume, smoke, deodorant stained, odor, etc), washed, damaged, or returned outside the 21 day return period will not be accepted and returned to the buyer at the customer's expense.
  • All items are inspected by Lulu Luna before shipment, it is important that buyer inspects the item upon receipt before removing tags.  Once tag is removed we cannot accept returns unless the item is faulty. 
  • Refunds will be made to the original card of purchase, if card is expired please provide a new start and expiration date of your new card. 

 

How to Care for Your Items

Buyers are legally required to take sensible care of the items they have ordered. 

• You may open your package to look at the item you have purchase/ordered

• Be careful to not try on your item while wearing strong scents, staining deodorant, makeup's or creams which will leave stains or scents.

• Protect your item from smells, cooking, smoke etc

• Do NOT remove tags from any item

• Return your item in original packaging.

If customer does not take sensible care of unwanted items before returning them to Lulu Luna, we will not accept your return and you will not be eligible for a refund or exchange.

 

 

Manufacturer Damaged Items or Receiving the Wrong Order

 

  • If you receive a damaged item that is due to manufacture's fault or you receive the wrong order please email us at customerservice@lululuna.com, include your order number, name address, item detail and reason for the return. 
  • We will respond to you via email on how to proceed with your return.
  • Once we have responded and agreed to process your return, we will email you a return label or please send it back via ground delivery.  We will reimburse the shipping cost.  If you choose to send it back via more expensive shipping method, Lulu Luna will not reimburse you, you will be refunded a maximum shipping of $7.50 for United States orders.