SHIPPING & RETURNS
Please note: We are currently experiencing longer than normal processing times due to COVID-19's impact. We are very sorry for any inconvenience and appreciate your patience as we try and deliver the best possible experience whilst maintaining the health and safety of our employees.
Shipping in the US, UK, EU Mexico, Canada and Colombia
We offer free delivery on all orders over 200 dollars unless another shipping option is selected.
Your order will be process within 5 working days and shipped via a tracked packaging service. We do not process or ship orders on Saturdays, Sundays or holidays. You will receive a tracking number by email once the package is shipped. We will notify you of any delays to standard delivery times. We have warehouse facilities in these locations, so there WILL NOT be additional duties or fees upon delivery.
Rest of the World Shipping
We offer free delivery on all orders over 250 dollars unless another shipping option is selected.
We try our best to ship all packages within 5 working days of receiving your order from our New Jersey warehouse, excluding weekends and holidays. International shipments are sent via a tracked packaging service. In some cases additional taxes and duties may be charged.
Please note, when placing an international order, all information must be entered in English for our system to process your order correctly. Thank you!
You will receive an email confirmation once your order is processed and once it has shipped.
If for any reason your order is to be delayed or cancelled due to stock, payment or otherwise, we will contact you via email.
Returns
We accept and offer free returns on orders from the US, Mexico Canada and Colombia for items received within 14 days of the date of delivery.
We accept returns on orders from the UK and EU for items received within 14 days of the date of delivery. All returns must be shipped via a tracked packaging service pay by the customer.
For orders from the rest of the world, returns are for STORE CREDIT ONLY. An exchange may be authorized if the customer pays for all shipping and duties.
Items must be returned clean, unused and with all their tags attached. Naturally, any faulty items can be returned. Returns of any non-faulty items that are not in condition suitable for resale (i.e. used, washed, damaged, soiled or altered) will not be accepted nor refunded and will be sent back to you.
How does it work?
Please contact us at hola@theluloproject.com and provide us with your reason for return, your web order reference and what item/s you would like to return or exchange. We will then send you an authorization number to process the return.
All US return orders will receive a prepaid label, please stick it on your original box/bag or similar to ensure the items reach us safely.
All items marked as On Sale or bought with a discount code constitute a final sale and will not be refunded.
Items received after 14 days will not be eligible for a refund but may be credited for a store credit at the discretion of the brand.
Once we receive your return, we will issue your refund to the original form of payment or accrue store credit within 5-10 days.
If you receive a damaged item, please notify us within 24 hours of receiving your purchase. Please send images of the damages and all information to hola@theluloproject.com with your order number and damaged item in the subject of the email so we can assist you.
Preorder
There is no such thing as out of stock at Lulo. If your product or size is not available at the moment you can always preorder it. We will keep you informed of every step in the development of your garment. The maximum delivery time is 3- 4 weeks and you will get a 15% discount to make the wait a lot easier. For any further assistant on your preorder please contact us at hola@theluloproject.com.