Return Policy
• We love to see you happy with the Lulus products you purchase. We understand that sometimes items may not meet your expectations or fit as anticipated, and we're here to make the return process as smooth and convenient as possible for you. With our return policy, we aim to provide you with the confidence to shop at Lulus and also ensure the quality and affordability of our products. • Please review our return policy details below and take a moment to read our Guide to Try-Ons and Clothing Returnsfor tips to ensure you feel confident in our online shopping and return policies. Initiate a return here. • We take great pride in the quality of our products. If you however receive an item that is damaged or defective, please reach out as soon as possible to our customer service team so that we can make it right. Your satisfaction is our top priority. • While we hope you can always find your perfect size on the first try, if what you ordered is too large or too small, we provide no cost exchanges for the same style in a different size, for eligible products and subject to availability, within 21 days of delivery. Once you initiate your exchange we will send you a new size of the item you are exchanging at no cost. See herefor additional details. • Returns must be postmarked within 21 days of delivery to qualify for a refund or exchange. Items must be in new, original condition with all vendor tags attached and must not be worn, used, altered, or washed. Returns postmarked after 21 days or that are not in original condition are not eligible to be returned and will not be accepted for a refund of any kind. Returns of items purchased at our Melrose store must be made at the store within 21 days of purchase. • For orders made online or in our app, each returned item is subject to a $2 restocking fee, which will be deducted from the refund amount. At Lulus, we’re committed to offering quality products to our customers, while keeping sustainability in mind. The restocking fee helps to cover a small portion of the costs associated with processing your return, inspecting and repackaging the returned product, and maintaining the quality of products you expect from us. This allows us to keep our product prices lower and keep returned products out of landfills. • Return shipping is free! Unfortunately, we cannot provide refunds for shipping fees if you use your own shipping label rather than the one provided when initiating your return. Not all locations in Hawaii and Alaska will be eligible for a return label. We do not provide return labels to US territories or APO/FPO addresses. We do not refund outgoing shipping fees. • Refunds will be to the original payment method, or, at your election, to online credit. We want you to find a Lulus item that you love. To encourage you to try something else, if you choose to be refunded in Lulus online credit, we will give you a $5 Bonus Credit, which will be added to your Lulus online credit balance. Bonus Credit offer does not apply for orders paid partially or in full with online credit, or to sales from our Melrose store. Limit one Bonus Credit per order. • We believe in transparent communication every step of the way. When you initiate a return online or in the Lulus app, we will provide you with a detailed breakdown of the amount that will be refunded to you. No surprises. We also keep you updated when we receive your return and when we have processed your return, including when you can expect to receive the refund amount. Additional Return Requirements: Please see ourGuide to Try-Ons and Clothing Returnsfor helpful tips to keep returned products undamaged, clean, and to qualify for a smooth return process. Clothing • Items must be in new condition; unworn, unwashed, with the hygienic liner (if applicable), and all vendor tags attached in order to be accepted. Products returned with damage, signs of use or wear, scuffs or markings, makeup, hairs or fiber, dander, dust or dirt, deodorant, perfume, or otherwise do not meet our return policy requirements and will not be accepted. • Items sold as sets must be returned with the correct sizes, as sold. • Items must be returned inside protective packaging, such as the polybag or box it was originally shipped with, to keep them safe in transit back to us. Shoes • Shoes must be returned in their original shoe box. This does not function as the shipping box, and you will need to have an additional one for that purpose. Final Sale Products • Products marked as final sale are not eligible for returns or refunds. • Select final sale items purchased above $25 are eligible for size-based exchanges. Beauty and Wellness • Beauty & Wellness products must be returned unused, in their original packaging, and with the seal unbroken. Handbags & Purses • Handbags & Purses sold with a dust bag must be returned with their original dust bag. Gift Cards • Gift cards cannot be returned or refunded. Accessories • Accessories need to be returned in their original packaging, as complete sets or pairs (depending on product). Certain accessories are not eligible for returns. Return eligibility will be indicated on the product page. Exceptions: Customers who return more than i) $3,000 of product in a 12-month period, combined with a return rate of 80% or higher, and/or ii) $1,500 of product in a 6 month period, combined with a return rate of 80% or more are subject to our High Volume Returns Policy. See herefor additional details.
