We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at lulubylisa@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at lulubylisa@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at lulubylisa@gmail.com.
Our customers are our top priority. If, for any reason, you are not satisfied with your purchase, you can ask for a refund within 15 days of the purchase date. To be eligible for a refund, make sure you meet our return policy requirements. You can initiate a return request through email.
To become eligible for a return, the product you want to return must be in the same condition, unused, unworn, unwashed, and should have the tags attached. The shipping fees paid on the original order are non-refundable. If you meet these conditions, you can either receive a full refund or store credit.
Full Refund
You may request a full refund of the product if you return it within 15 days of the purchase date, and it is a full-price item (excluding international orders).
If the item you wish to return qualified for free shipping at the time of your initial purchase (excluding international orders), we will refund your order total, excluding the cost of shipping the initial order.
The maximum refund amount eligible for crediting back to your original payment method is $200. Returns exceeding this amount will be provided in the form of store credit
Store Credit
If you initiate a return after 15 days but before 90 days and the order meets the return conditions, then you will no longer be eligible for a refund. Instead, you will receive store credit with a validity of 12 months.
We may issue a partial refund and store credit depending on the condition of the merchandise and the time elapsed.
Items ineligible for return
Items purchased during promotional sale periods such as black Friday, site-wide sales, clearance or Eid sales, or any items that have been marked down are non-refundable and considered as a final sale.
All items marked as Final Sale are ineligible for returns. We don’t offer price adjustments, credits, returns, or exchanges for items that went on sale after your purchase date.
Items that you have purchased using a discount code are considered Final Sale items. This includes any promo codes or coupon codes given through our promotional platforms. These items are only eligible for store credit.
All hijab bundles, gift cards, sale hijabs, and gift boxes are considered Final Sale items.
We stay committed to personal hygiene. Therefore, all unpackaged jewelry, prayer sets, hijabs, hijab caps, swimwear, and other personal products are considered Final Sale items and are not eligible for a return and/or refund.
Damage or Defective Product
At Lulu by Lisa, we are dedicated to delivering top-quality products to our customers. In the unlikely event that you receive a damaged or defective item, we offer a 100% money-back guarantee, provided you notify us within two days of purchase. If your product isn’t perfect, we’ll issue you a full refund, and if necessary, we can send you a replacement product at no extra charge. Feel free to reach out to our Customer Care team via email anytime with your concerns.
Sending a return
The return shipping cost is paid by the customer. We don’t offer free returns, nor are we responsible for return shipping. You can choose your shipping method when initiating a return. Moreover, we recommend you get a tracking number and purchase shipping insurance to track your return parcel. Lulu by Lisa will not be responsible for lost returns or shipping fees.
International Return Policy
Currently, we do not provide a prepaid return option for international returns. We advise you to send your return using a shipping method that allows tracking and to insure the package for the value of the items being returned. Please be aware that you are responsible for covering the shipping costs of the return.
Restocking Fee: Upon return, all international orders are subject to a 15% restocking fee. This fee is implemented to cover the extra expenses associated with international orders, such as initial shipping and customs handling. We aim to be transparent about this policy to facilitate a seamless return process.
We do not provide refunds for international prepaid duties and taxes paid during checkout for Delivered Duties Paid (DDP) orders or for duties and taxes paid during customs entry for Delivered Duties Unpaid (DDU) orders. For assistance with obtaining a tax refund, please reach out to your local customs office.
Incorrect Address
We kindly request customers to ensure the provided address is accurate, as Lulu by Lisa cannot be held responsible for reshipping packages returned due to incorrect addresses. We are not liable for covering the shipping costs for subsequent shipments. Upon settling the shipping invoice, we will reship your order. If the shipment is returned to our facility, you will receive an email from our customer service team. In such cases, all original shipping fees will be deducted from the final refund, along with a restocking fee of 10-25% if the shipment is returned to our facility.
Getting your refund
We take 7-10 working days once we receive your parcel to process the return. After we have issued your refund, kindly wait 3-5 business days for it to appear on your bank statement. If you don’t receive your refund, first check your bank account, then contact your credit card company. Please bear in mind it may take some time before the refund is officially posted.
If, after this, you still have not received your refund, kindly contact us via email.
Please note that we reserve the right to deny an exchange, return, or store credit if the item in question fails to meet our return policy guidelines. We don’t offer price adjustments under any condition.
For additional concerns or questions, you may email us at [email address], and we will respond to you within 24-48 hours from the time the email is received.
