Refund policy
Return & Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Return Overview
- Return window: 30 days after delivery
- Condition: Unused, unworn, with original tags and original packaging
- Refund method: Original payment method
- Return shipping: Customer is responsible unless the item is defective, damaged, or incorrect
To be eligible for a return, your item must be in the same condition that you received it: unused, unworn, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at hello@luluking.com with your order number and the email address used at checkout. If your return is accepted, we will provide return instructions and confirm the return address.
Please do not send items back without contacting us first. Items returned without prior approval will not be accepted.
Please do not send returns to the original sender address shown on your package. The return address may be different and must be confirmed by our customer support team first.
Return Shipping Costs
Customers are responsible for return shipping costs unless the item is defective, damaged, or you received the wrong item.
We currently do not provide prepaid return shipping labels. If your return is approved, you will need to ship the item back using your preferred carrier and provide us with the return tracking number.
Original shipping fees, express shipping fees, and shipping protection fees, if applicable, are non-refundable.
We recommend using a trackable shipping service for your return. LuluKing is not responsible for returned packages that are lost, delayed, damaged, or not delivered to the confirmed return address.
Damages, Defects, or Wrong Items
Please inspect your order upon delivery and contact us within 7 days of receiving your package if the item is defective, damaged, or if you received the wrong item.
To help us resolve the issue quickly, please include your order number, a description of the issue, and clear photos of the item, packaging, and shipping label.
Once reviewed, we will help make it right with a replacement, refund, partial refund, store credit, or another suitable solution depending on the situation.
Non-Returnable Items
The following items cannot be returned:
- Gift cards
- Items marked as Final Sale
- Free gifts, promotional gifts, and bundle extras
- Personalized or custom-made items
- Items that have been used, worn, washed, altered, damaged, or are missing original tags or packaging
Discounted items may be returned unless they are clearly marked as Final Sale.
If your order included a free gift or promotional item and you are returning the qualifying item, the free gift must also be returned unused and in its original condition. If the free gift is not returned, its value may be deducted from your refund.
Return Inspection
Once your return arrives, our team will inspect the item to make sure it meets our return conditions.
Items returned in used, worn, washed, damaged, altered, untagged, or incomplete condition may not be eligible for a refund.
If your return is not approved after inspection, we will contact you. If you would like the item shipped back to you, the reshipment cost will be your responsibility.
Exchanges
We currently do not offer direct exchanges.
The fastest way to get the item you want is to return the item you have, and once the return is accepted, place a new order for the new item.
Failed Delivery, Incorrect Address, Refused or Unclaimed Packages
Please make sure your shipping address is complete and accurate before placing your order.
If a package cannot be delivered due to an incorrect, incomplete, or unsupported address, refusal of delivery, failure to pick up the package, or the use of a PO Box, parcel locker, pickup point, self-pickup address, or similar location, LuluKing is not responsible for the lost package, return shipping cost, reshipment cost, refund, or replacement.
Marked as Delivered but Not Received
If your tracking shows that your package has been delivered but you have not received it, please first check your mailbox, front door, building mailroom, parcel locker, neighbors, or local delivery office.
Once a package is marked as delivered by the carrier, LuluKing is not responsible for packages that are lost, stolen, or misplaced after delivery. However, we will do our best to help you review the tracking information and contact the carrier when possible.
Order Cancellations
If you need to cancel your order, please contact us as soon as possible at hello@luluking.com.
We will do our best to help before the order is processed. However, once an order has been shipped or handed over to the carrier, it can no longer be canceled.
European Union & United Kingdom 14-Day Cooling-Off Period
If your order is shipped to the European Union or the United Kingdom, you may have the right to cancel or return your order within 14 days, for any reason and without justification.
As above, the item must be unused, unworn, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Customers are responsible for return shipping costs unless otherwise required by law or unless the item is defective, damaged, or incorrect.
Refunds
We will notify you once we’ve received and inspected your return, and let you know whether the refund has been approved.
If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your refund, please contact us at hello@luluking.com.