Refund and Returns Policy

At LuluLingerie, we understand that the perfect fit and feel are essential when it comes to intimate apparel. Because these garments are worn closest to your skin, we maintain a policy that balances your satisfaction with the highest standards of hygiene and safety for all our customers. This policy outlines the conditions under which returns and refunds are processed.

General Guidelines

We encourage all customers to review our sizing guides and material descriptions thoroughly before making a purchase. If you are unsure about a specific fit or fabric, our support team is available to provide detailed measurements to help you make an informed decision.

To be eligible for a return or exchange, all items must meet the following criteria:

The item must be in its original, unworn, and unwashed condition.
All original tags, labels, and protective packaging must be intact and attached.
For items equipped with a protective hygiene liner, the liner must not have been removed or tampered with.
The request for a return must be initiated within the specified timeframe from the date of delivery.

Non-Returnable Items

Due to the intimate nature of our products and strict health regulations, certain items cannot be returned or exchanged once the packaging has been opened. This typically includes:

Hosiery and Stockings: Once the seal is broken or the item is removed from its carding, it is considered final sale.
Adhesive Products: Any items that rely on silicone or adhesive surfaces for application cannot be returned once the protective film is removed.
Final Sale Collections: Items specifically marked as “Final Sale” at the time of purchase are not eligible for return, refund, or exchange.

We implement these rules to ensure that every customer receives a product that is brand new, sanitary, and safe for use.

The Return Process

If you receive an item and find that it does not meet your expectations, please follow the steps below to initiate a request:

Notification: Contact our service team within a few days of receiving your package. Please provide your order number and a brief explanation of why you wish to return the item.
Inspection Authorization: Our team will review your request. Once authorized, you will receive instructions on how to package and send the items back to our processing center.
Shipping the Item: When sending items back, please ensure they are folded neatly and protected by their original bags to prevent damage during transit. We recommend using a shipping service that provides a tracking number, as we cannot be responsible for items lost in the mail.
Quality Inspection: Upon arrival, our quality control team will inspect the garment. We look for any signs of wear, scents (such as perfume or laundry detergent), or damage.

Refunds and Credits

Once your return is inspected and approved, we will process your refund.

Original Payment Method: Refunds are typically issued to the original method used during the purchase. Please note that banking institutions may take several business days to reflect the credit in your account.
Exchanges: If you would like a different size or color, we can facilitate an exchange. If there is a price difference between the original item and the new selection, the balance will be settled before the new item is shipped.

Please be aware that original shipping fees are non-refundable, and the costs associated with returning the item to our facility are the responsibility of the customer, unless the return is due to a mistake on our part.

Faulty or Incorrect Items

We take great pride in our craftsmanship and quality control. However, if you receive a garment that is defective or if we have sent the incorrect item, we will rectify the situation immediately.

Important Note: Small variations in lace patterns or slight color differences due to screen settings are characteristic of delicate garment production and are not typically considered manufacturing defects.

If an item is truly faulty, please provide clear photographs of the issue when contacting us. In these instances, we will cover the return shipping costs and provide a full refund or a replacement at no additional charge to you.

Cancellations

If you change your mind shortly after placing an order, please contact us immediately. We strive to process and ship orders as quickly as possible. Once an order has reached the “Fulfilled” or “Shipped” status, we can no longer cancel it. At that point, the standard return process must be followed after the package arrives.

Tips for a Successful Return

To ensure your return is accepted, we recommend the following:

Try over undergarments: When checking the fit of a new piece, please wear your own underwear beneath it.
Avoid Fragrances: Please ensure you are not wearing heavy perfumes, lotions, or deodorants when trying on the garments, as these scents can transfer to the fabric and render the item unreturnable.
Keep it Clean: Ensure the surface where you are trying on the garments is clean and free of pet hair.

Contact Us

Our goal is to make your experience with LuluLingerie as smooth as the fabrics we use. If you have any questions regarding our Refund and Returns Policy, or if you need assistance with an ongoing return, please reach out to our customer support team. We are here to help you find the comfort and confidence you deserve.

Monday to Friday: 10:00 AM to 6:00 PM
Tel: +86 18675452166
Email: service@lululingerie.us
Address: 200 meters northwest of Hualongfa Commercial Plaza, on the west side of Huaguang-Honghe Road, Gurao Town, Chaoyang District, Shantou City.