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Exchanges

We want your shopping experience at LuLu*s to be top notch! Whether you need a different size, color, or item, we will gladly help you with an exchange. Please review our return and exchange criteria below.

Exchange Information

  • We accept exchanges postmarked within 30 days of the date your package ships from us.
  • Exchanges must be received unworn, unwashed, and in new condition.
  • Shoes must be returned in their original box and placed inside an additional protective shipping box. Damaged shoe boxes and shoes will be refused and are subject to additional shipping costs.
  • Cosmetics, Gift Cards, Intimates, Bodysuits, Tights, Socks, and Final Sale items may not be returned or exchanged.
  • Jewelry, Sunglasses, and ID Cases are returnable in new condition but NOT exchangeable.
  • Items returned with makeup, deodorant, perfume, or similar product stains will be shipped back to you and are subject to additional shipping costs.
  • Exchanges are processed within 10 business days of receiving your returned item.

 

Domestic Returns

How Do I Make an Exchange?
Exchanges are easy and fast! If you would like to make an exchange, please send back your items following the instructions below:

  1. Call us at 1-866-918-5858 (toll free for US & Canada).
  2. Our customer care representatives will create a new order for the new item you would like to receive in exchange. You are charged at this time for the cost of the merchandise, and it will be shipped to you with free ground shipping within the continental United States.*
  3. Return the item(s) you would like to exchange by following the next four steps.
  4. Sign In to your account and click on My LuLu*s at the top of the page.
  5. Scroll down to Order History and locate the order which contains the items(s) you wish to return. Follow the prompts to initiate your return.
  6. Print out the provided UPS label and tape it to the outside of your LuLu*s return.**
  7. Send back your return item(s).

No waiting! Your new items will be processed and shipped out promptly after contacting customer care. When your return is received and processed, we'll email you a refund notification.

*Exchange shipping on orders shipped to Alaska, Hawaii, Puerto Rico, Guam, and the US Virgin Islands, is $10.

**When returning items with our UPS Return Labels, a $7 shipping cost will be deducted from your refund credit. If your return is postmarked within 7 days of receipt, return shipping will be free. Labels are valid in the continental US only.

You can also return items via an insured mail service of your choice to the address below.

Lulus.com Returns
195 Humboldt Ave
Chico, CA 95928
USA

We recommend shipping with insurance and keeping your shipping receipts until your return is processed. Lulus.com is not responsible for missing, damaged, or packages lost in transit.

Refused or Undeliverable Packages

Refused or undeliverable packages are subject to specific return shipping costs that vary by shipping method used in the original order.

  • Overnight and 2nd Day Air: $18 return cost
  • 3 Day Shipping and Ground Shipping: $7 return cost

Want to reship a refused or undeliverable package? Please contact customer care at 1-866-918-5858 to arrange for reshipment of your order.

If you would like to cancel an order that has been returned to us, you are subject to the above return shipping costs as well as a 15% restocking fee.

Canadian Exchanges

  1. Call us at 1-866-918-5858 (toll free for US & Canada).
  2. Our customer care representatives will create a new order for the new item you would like to receive in exchange. You will be charged at this time for the cost of the merchandise and for the $10 shipping fee for your new order.
  3. Sign In to your account and click on My LuLu*s at the top of the page.
  4. Scroll down to Order History and locate the order which contains the items(s) you wish to return. Follow the prompts to initiate your exchange.
  5. Return the item(s) you would like to exchange using an insured postal carrier.

We recommend shipping with insurance and keeping your shipping receipts until your return is processed. Lulus.com is not responsible for missing, damaged, or packages lost in transit.

No waiting! Your new items will be processed and shipped out promptly after contacting customer care. When your return is received and processed, we'll email you a refund notification.

International Exchanges

We are happy to accept international returns! If you would like to make an international exchange, please place a new order online to reserve your exchange item(s). Your order will be processed promptly the following business day.

International shipping on new and exchange orders is $25 USD.

Please initiate your return online and return your item(s) via an insured mail service. We recommend obtaining a receipt during shipping and keeping it for your records.

If you have any questions or concerns, please feel free to contact our customer care representatives at Sales@lulus.com or 00-1-530-343-3545.

How do I make an exchange?

  1. Call us at 1-866-918-5858 (toll free for US & Canada).
  2. Our customer care representatives will create a new order for the new item you would like to receive in exchange. You are charged at this time for the cost of the merchandise, and it will be shipped to you with free ground shipping within the continental United States.
  3. Return the item(s) you would like to exchange by following the next four steps.
  4. Sign In to your account and click on My LuLu*s at the top of the page.
  5. Scroll down to Order History and locate the order which contains the item(s) you wish to return. Follow the prompts to initiate your return.
  6. Print out the provided UPS label and tape it to the outside of your LuLu*s return.*
  7. Send back your return item(s).

No waiting! Your new items will be processed and shipped out promptly after contacting customer care. When your return is received and processed, we'll email you a refund notification.

*When returning items with our UPS Return Labels, a $7 shipping cost will be deducted from your refund credit. If your return is postmarked within 7 days of receipt return shipping will be free.

Do I have to pay for my new exchange now?
To make exchanges fast and easy, we create a new order for the exchange item you'd like to receive. When the order is created, you are asked to provide a method of payment that will be charged at that time. After the order is paid for, it will be processed and shipped out promptly.

Can I send back items from different orders?
Yes. To save on shipping, time, and packaging materials, you can return items from multiple orders as long as you include the corresponding order numbers for each item inside the package. We recommend printing out the return form for each order online and including each form inside the return package.

If all orders are postmarked for return within 7 days of receipt, return shipping with the UPS Return Label will be free. If any items are returned after 7 days of receipt, the return shipping charge of $7 will be assessed.

The UPS return label will be free if all items:

  • Are postmarked for return within 7 days of receipt

If any items are being returned after 7 days of receipt, the return shipping cost of $7.00 will be assessed.

Do I have to use the UPS Return Label?
No. We provide our UPS Return Label as a convenience. You are welcome to ship back your package with any other insured and traceable carrier. We recommend keeping your shipping receipts until your return is processed.

How much does the UPS return label cost?
If you use the UPS Return Label to send back your return within 7 days of receipt, the label will be free! For UPS Return Labels activated on the 8th day or later from receipt of the package, a $7 shipping cost will be deducted from your return merchandise total.

Please note: When combining multiple orders as one return, the cost of the return label will be determined by the item with the oldest ship date.

Can I exchange more than once on an order?
You are welcome to call our customer care team to set up an exchange any time. We offer free shipping on the first exchange of each order. You may request a second exchange on any order; however, shipping will be assessed on completion of your new exchange order.

Customer Service