If you’ve ever bought clothes online, you know the return policy is a big deal. You want to know exactly what you’re getting into before you click “buy.” So, what is Lulus return policy? It’s a set of rules that tells you how to send back items you don’t want or that don’t fit. This guide will walk you through every detail, so you can shop with confidence.
Lulus is a popular online retailer for women’s fashion. They offer everything from casual dresses to formal gowns. Their policy is pretty standard for e-commerce, but it has some specific points you need to know. We’ll cover the time limits, condition rules, and how to get your money back. Let’s get started.
What Is Lulus Return Policy
Lulus gives you 30 days from the date you receive your item to start a return. All items must be unworn, unwashed, and have the original tags attached. This is non-negotiable for a successful return. The policy covers most items sold on their site, but there are important exceptions.
Final sale items cannot be returned. This is clearly marked on the product page. Always double-check before you buy. Accessories, beauty products, and undergarments for hygiene reasons are also final sale. Once you know an item is returnable, you can begin the process.
Step-by-Step Return Process
Returning something to Lulus is done entirely online. You won’t find a pre-printed label in your box. Follow these steps to make sure your return is accepted.
- Log into your Lulus account on their website. Go to “My Orders” to find the purchase.
- Select the item(s) you wish to return and choose a reason from the dropdown menu.
- Review the return instructions and submit your request. You’ll get a Return Merchandise Authorization (RMA) number.
- Print the prepaid return shipping label that is emailed to you. You must use this specific label.
- Package the item securely in its original packaging if possible. Attach the label clearly to the outside of the box.
- Drop the package off at a USPS location or schedule a pickup. Keep your tracking number!
Understanding Return Costs and Refunds
Lulus does charge a return shipping fee. This fee is deducted from your refund total. The amount is typically $7.95 for the first item and $1.95 for each additional item in the same return. This is important to factor in when you’re deciding to return something.
Refunds are issued to your original payment method. Once Lulus receives and inspects your return, it takes about 10 business days for the refund to process. You will get an email confirmation. Remember, the return shipping fee and any original shipping costs you paid are not refundable.
What About International Returns?
If you shopped from outside the United States, the process is different. International customers are responsible for all return shipping costs and any customs duties. You must also contact customer service before sending anything back to get the correct instructions. The 30-day window still applies, but shipping times can make this tricky.
Exchanges vs. Returns
Lulus does not offer direct exchanges. If you need a different size or color, you must return the original item for a refund. Then, place a new order for the item you want. This means you need to ensure the new item is in stock before you send your return back, as popular styles sell out fast.
This two-step process can be a bit of a hassle. But it’s their standard procedure. Just plan for the extra time it will take to get your new item.
Condition is Everything
This cannot be stressed enough. Your item must look exactly as it did when it arrived. Any sign of wear, perfume, deodorant, or makeup will get your return rejected. The tags must be attached securely. If you try on a dress, be very careful not to get any makeup on the collar or sleeves.
Items that are rejected for condition are shipped back to you at your expense. So it’s really important to be careful. If you’re unsure about an item, try it on on a clean carpet and avoid wearing lotion or perfume.
Damaged or Incorrect Items
If your item arrives damaged or is not what you ordered, contact Lulus Customer Service immediately. Do not use the standard return portal. You have 48 hours after delivery to report these issues. Take clear photos of the damage or the wrong item. Lulus will usually provide a prepaid label and send out a correct replacement quickly in these cases.
Tips for a Smooth Lulus Return Experience
A little preparation can save you a lot of headache. Here are some pro tips based on customer experiences.
- Film yourself opening the package for high-value items. This is proof of condition if something is wrong.
- Save all packaging until you are sure you are keeping the item. Returns sent back without original tags or dust bags can be rejected.
- Use the tracking number for your return. This is your proof that you sent the package back within the 30-day window.
- Shop during promotional return periods. Sometimes, during big sales, Lulus offers free returns. Keep an eye out for this.
- Check measurements, not just size. Lulus provides detailed garment measurements for each item. Use a tape measure on yourself and compare to the chart to get the best fit the first time.
What Happens to Returned Items?
You might wonder where your returned dress goes. Lulus states that returned items are thoroughly inspected. If they meet their “like-new” standards, they are restocked and sold again. Items that don’t pass inspection are not resold. They may be donated or disposed of, depending on the condition and reason for return.
Lulus Return Policy vs. Other Retailers
How does Lulus stack up? It’s useful to compare. Many online retailers, like ASOS or Nordstrom, offer longer return windows—sometimes up to 45 or even 90 days. However, Lulus’s 30 days is similar to many direct-to-consumer brands. The mandatory return fee is also common, though some larger retailers still offer free returns.
The strict condition policy is also standard. Most companies will not accept worn or altered items. The key difference with Lulus is the no-direct-exchange policy, which some other stores do offer. Knowing this helps you set the right expectations.
Common Reasons Returns Get Rejected
To avoid disappointment, know the main pitfalls.
- Missing original tags or labels.
- Item is washed or has any odors (smoke, perfume, etc.).
- There are stains, makeup, or deodorant marks.
- The 30-day return window has passed.
- The item is marked as final sale (like swimwear or accessories).
- The return was not initiated through the online portal first.
How to Contact Lulus Customer Service
If you have questions that aren’t answered online, you can reach out. The best way is through the “Contact Us” form on their website. You can also email them directly. Response times can vary but are usually within a couple business days. Have your order number and details ready to speed things up.
They do not have a public customer service phone number. All support is handled electronically. This frustrates some customers who prefer to talk to a person, but it’s their standard operating model.
Returning a Gift from Lulus
Gift returns are possible. You will need the order number from the gift giver or the gift receipt. The refund for a gifted item is issued as store credit to the original purchaser. If you have neither the order number nor a gift receipt, you may not be able to process the return, so be sure to ask the person who gave you the gift for that information.
Frequently Asked Questions (FAQ)
Here are quick answers to some common questions about Lulus’s return rules.
How long do Lulus returns take?
After you mail your return, it can take 7-10 business days for Lulus to receive it. Then, allow 10 more business days for the refund to process and appear on your account. The whole process can take up to three weeks from the day you drop it off.
Does Lulus have free returns?
Typically, no. Lulus charges a return shipping fee that is deducted from your refund. They occasionally run promotions with free returns, but this is not their standard policy. Always check the website banner or your email for announcements.
Can I return sale items to Lulus?
It depends. Items on regular sale are usually returnable if they meet all other conditions. However, items marked “Final Sale” at checkout cannot be returned for any reason. This is clearly stated before you complete your purchase, so read carefully.
What is Lulus’s refund policy?
Their refund policy is part of the overall return policy. Refunds go back to your original payment method, minus the return shipping fee and any original shipping costs. Store credit is not typically issued unless it’s for a gifted item returned without a receipt.
Can I return something to a Lulus store?
Lulus is primarily an online retailer. They do not have physical stores for returns or exchanges. All returns must be mailed back using their provided system.
My return was lost in the mail. What do I do?
This is why tracking is crucial. Once you drop the package off with USPS, it is your responsibility until Lulus scans it in. Use the tracking number to file a claim with USPS if the package stops moving. Lulus cannot issue a refund for a return they never received.
Final Thoughts on Navigating the Policy
Understanding the Lulus return policy makes you a smarter shopper. The 30-day window is fair but goes by quickly. The condition rules are strict but standard. The return fee is something to budget for. By following the steps correctly—initiating the return online, keeping items pristine, and using the provided label—you can ensure a smooth experience.
Always double-check for final sale markings before buying, especially on accessories and swimwear. And remember, when in doubt, measure yourself and check the size chart. A little extra effort at the ordering stage can prevent the need for a return altogether. Happy shopping!