Refund policy

At LULUASTER, we want you to feel confident about every purchase. If your order doesn’t work out as expected, we’re here to help. Please review the policy below before submitting a return request.

1. Return Window

We accept eligible returns within 30 days from the date your order is delivered.

To qualify for a return, items must:

  • Be unworn, unused, and unwashed.
  • Remain in their original condition.
  • Have all original tags attached.
  • Be free from stains, makeup, perfume, odors, pet hair, or other signs of wear.
  • Include the original packaging whenever possible.

Items that do not meet these requirements may not be accepted.

2. Non-Returnable Items

For hygiene and product-specific reasons, the following items are not eligible for return:

  • Final Sale items
  • Gift Cards
  • Bodysuits
  • Underwear & Lingerie
  • Swimwear with the hygiene liner removed
  • Earrings
  • Personalized or custom-made products
  • Beauty accessories
  • Items damaged through misuse or improper care

3. How to Request a Return

Please contact our Customer Support Team before sending any merchandise back.

📧 shop@luluaster.com

To help us process your request, please provide:

  • Order Number
  • Full Name
  • Email Address
  • Item(s) you would like to return
  • Reason for the return
  • Photos, if the item is damaged, defective, or incorrect

Once your request has been reviewed and approved, we will provide the appropriate return instructions and return address.

Please do not send merchandise back before receiving return approval. Unauthorized returns may not be accepted.

4. Return Shipping Costs

Customers are responsible for return shipping costs unless the return is caused by:

  • An incorrect item shipped by us
  • An item damaged upon arrival
  • A confirmed manufacturing defect

Original shipping charges are non-refundable.

For your protection, we recommend using a shipping service that provides tracking information.

5. Damaged or Incorrect Items

If your order arrives damaged, defective, or contains an incorrect item, please contact us within 7 days of delivery.

Please provide:

  • Order Number
  • Photos of the item
  • Photos of the shipping package
  • Photos of the shipping label

Our Customer Support Team will review the information and work with you toward an appropriate solution.

6. Refund Process

After your returned item has been received and inspected, we will notify you by email regarding the status of your refund.

If your return is approved, the refund will be issued to your original payment method within 5–10 business days.

Please keep in mind that your bank or payment provider may require additional processing time before the refund appears in your account.

7. Order Cancellation

Cancellation requests must be submitted within 12 hours of placing your order.

Once an order has entered processing or has already been shipped, we may no longer be able to cancel it.

8. Additional Return Information

Please keep the following in mind:

  • All returns require prior approval from our Customer Support Team.
  • Unauthorized returns may be refused.
  • Items that have been worn, washed, altered, or damaged after delivery may not qualify for a refund.
  • Returned merchandise should be packaged securely to prevent damage during transit.
  • We recommend keeping your return tracking information until your refund has been completed.
  • Returns that do not meet the requirements of this policy may be refused.

A clear return policy helps customers understand the return window, eligible items, return shipping responsibilities, and refund process before making a purchase.

9. Return Address

The business address listed below is provided for business correspondence only and is not our return warehouse.

Please contact Customer Support before sending any merchandise to receive the correct return address and return instructions.

10. Contact Us

LULUASTER

📧 shop@luluaster.com

Business Address

710 High Street
Lexington, KY 40502
United States

Business Correspondence Only – Not a Return Address

If you have any questions regarding returns, refunds, damaged items, or your order, please contact shop@luluaster.com.

Our Customer Support Team typically responds within 24–48 business hours.

Thank you for choosing LULUASTER. If something isn’t quite right, we’re here to listen, help, and make the next step as simple as possible. 💕